Senior Associate, Team Lead, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives. To manage the Call Centre Financials including Budgeting and Reconciling all the expenses To identify and implement revenue generating opportunities from CCTR Key Requirements Key Accountabilities Drive analytics to identify efficiency gaps in CCTR processes Monitor the CCTR expenses to ensure the Costs stay within Budget Liaise with multiple team to identify cost saving opportunities Liaise with multiple stakeholders to identify efficiency enhancing opportunities.

Drive improvement projects Deliver required reports for effective measurement of CCTR metrics Job Duties & Responsibilities MIS/Analytics, WFM: Perform WFM related activities

• Forecasting, Staffing, Scheduling, RTA Generates performance data and dashboards. Publishes performance score cards Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership Make presentations to various levels of management when required Proficient in MS Excel and VBA macro, Power apps are added advantage Experience in WFM tools ( i.e Verint WFM,. Nice IEX) Strategic Projects Be the CCTR SPOC for various strategic projects Ensure all the needs from CCTR are satisfied as part of project development Ensure the Servicing scenario is streamlined and efficient. Experience 10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries Education / Preferred Qualifications Bachelor’s Degree from a recognised University Location: Technology Centre Job: Customer Service Schedule: Regular Employee Status: Full time