Analyst, Specialist, Contact Centre, Consumer Banking, Technology & Operations
Location
Chennai | India
Job description
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 - To manage and resolve customer escalations/complaints to the satisfaction. To perform UAT, Live testing (LV) and testing of new product launch with no errors
- This list is not exhaustive and being a multitasking role, the staff may need to handle adhoc activities that may be needed from time to time
Key Accountabilities - To ensure that the new product document is properly understood and there is no impact on customer journey
- To ensure proper execution of the UAT / Testing within the stipulated time frame
- To identify, document and ensure closure of the issues identified during the UAT phase
- Proper record keeping (MIS) of all the activities/task assigned
- Defect identified, should be timely escalated and tracked to closure
- Ensure customer escalation within scope are properly handled and resolved to customer satisfaction
- To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
- To proactively identify opportunities to improve the service performance
- Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values – Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun
- To exemplify the values of DBS' Asian Service – Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders
- To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach
- To take accountability for KPIs such as Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing
Job Duties & Responsibilities - Defect Management:
- To perform first level check for all the defect raised
- Defects to be raised to technical team in timely fashion, with proper categorization of the severity level
- Be part of the defect management call and take proper follow-up for all open items
- Provide sign off for the defect to be closed, post receipt of proper RCA and successful testing by the tech team
- Maintain MIS of all the defect raised
- UAT/Testing/LV:
- Understand the new product document and the wire frames
- Provide feedback for relevant 'stage' of customer journey, which may impact customer experience
- Perform UAT as per the test cases provided
- Ensure UAT is completed as per the agreed timelines
- Provide timely feedback and raise defects identified during the UAT
- All the defect raised during UAT, are tracked to the closure and ensure that re-test is done to check the fix
- UAT to be performed at 0% errors
- Testing of new product to be performed
- Co-ordinate with the support group involved in the new product testing
- Collate all the defects identified during the testing period
- Track the defects identified during testing to closure
- Active engagement in all the communication and call with relevant stakeholders
- Multi task with different UAT/Testing/LV
- Flexible to work at odd hours
- Perform livetesting (LV) as and when required and provide sign off for successful execution
- Complaint Management
- Investigate customer complaint and identify the reason
- Share your finding and identify control to be put in place for non-recurrence
- Ensure complaints are closed within 24 hours of receipt
- Co-ordinate with different teams and department for closure of the complaint
- Whenever required, call the customer and confirm closure of the complaint
- Miscellaneous Task
- Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
- Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
- Forward suspected fraudulent and questionable Service Request to appropriate personnel
- Balance workload based on business needs between paperwork Responsible for meeting deadlines and requirements
- Build and maintain effective working relationships and support teamwork in meeting company goals
- Adhere to processes and guidelines in line with the defined governance standards
Experience - Minimum of one year of experience in managing one project cycle, preferably in banking industry
- Experience in UAT & New Product testing
- Experience moving between multiple computer screens while entering data
- Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screen
- Bilingual a plus, preferably with knowledge of Hindi
Education / Preferred Qualifications - A minimum an engineering graduate. Professional Certification/ Courses over and above this would be an added advantage
Core Competencies - Good interpersonal and excellent communication skills (English mandatory)
- Good aptitude towards and fast adoption of new technology and digital lifestyle
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
- Ability to type at least 50WPM with 0 errors
- Ability to multi-task (handling multiple projects, UAT, product testing)
- Ability to resource product information via tools that are provided to you
- Ability to independently research information via the internet
- Outstanding spelling, grammar, and communication skills
- Patient, calm and passionate in assisting customers
- Strong time management and decision making skills
- Adaptability and accountability
- Meticulous and resourceful
- Flexible to Working Hours Willing to work in rotational shifts
Technical Competencies - Experienced in project management, performing test cases and UAT
- Prior Experience in App development/designing will be added advantage
- Proficient in typing accuracy, and speed
- Computing skills with knowledge in Microsoft Word, Excel is essential
Work Relationship - Direct reporting to Team Manager
- Work with peers within team, Centre and from other support and Business Units
Primary Location India-Tamil Nadu-Chennai
Job Customer Service
Schedule Regular
Job Type Full-time
Job Posting Jan 4, 2024, 8:56:17 PM
Job tags
Salary
