Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations
DBS Bank (company site, opens in a new tab)3–5 yrsPuneOn-siteDirect career pageEst. 8–14 LPA
Posted on 23 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead the Self-Service Channel, Demand, and Customer Experience team focusing on digital migration to improve customer satisfaction and operational efficiency.
- Drive strategic projects to optimize self-service channels such as IVR, Chatbot, CRM, and Gen AI, achieving cost savings and enhanced customer experience.
- Forecast demand trends, mitigate operational risks, maintain knowledge management portal, and ensure compliance with bank and regulatory standards to meet key performance metrics like CSAT and contact ratio.
Minimum Requirements
- 3-5 years of direct team handling and leadership experience.
- Experience in data-driven roles related to project management, demand management, or self-service channel development including IVR, Chatbot, CRM, Gen AI, and Telco solutions.
- Preferred experience in contact center or e-commerce environments with banking domain knowledge in Current Account Savings Account and Cards products.
- Excellent written and verbal communication skills; proficiency in Hindi is a plus.
Ideal Candidate Profile
- Experienced leader with a strong background in managing digital self-service channels and driving customer experience improvements in banking or related sectors.
- Proven capability in stakeholder management at multiple levels and preparing management reviews and MIS reports.
- Analytical and strategic thinker skilled in demand forecasting, risk mitigation, and operational process enhancements.