Business Analytics Lead - VRM

Business Analytics Lead - VRM

3-5 years
Not Specified

Job Description

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you
Role Overview
To identify the key gaps in customer engagement and experience driven by Data Analytics. Use data analytics insights to create campaigns, nudges, digital engagements to maximize the coverage and activation of clients. Help provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.
Analyzes VRM channel trends, including call volumes and call patterns, to forecast workload needed to support various channels. Ensures coverage and productivity targets are met through accurate forecasting, planning, and rostering the workforce.
Builds dynamic MIS reporting for performance management and provides data and additional information to be used for capacity planning. Delivers results of analysis and recommendations to management team as needed. Ensure the regional and country MIS expectation are managed exhaustively.
Key Accountabilities & Responsibilities
1. To create and deliver reports & presentations driven by data analytics.
2. Enhance customer experience & engagement by proactively identifying the gaps in calling model and system design. Conduct process re-engineering by using a data driven approach.
3. Improve efficiency and quality of productivity metrics through working closely with regional team and VRM leadership team.
4. Demonstrate efficient planning/forecasting of staff roster & call plan which translate to creation of optimal schedules and real-time (intra-day) management which can support multi-objective engagement carried out in VRM unit
5. Conducts real time queue management and call productivity. Effective monitoring of call disposition update, CRM discipline and Client contact metrics.
6. Generates performance data and dashboards. Publishes performance score cards.
7. Utilizes data from various workforce management tools to provide in-depth analysis of workload and impact factors for different product lines.
8. Responsible for the scheduling process through system and if required through manual methodology. Prioritizing the key drivers of the business while best meeting the needs of RMs.
9. Analyzes actual results against plan and forecast and recommends interventions where appropriate.
10. Proactively work with Management and stakeholders to increase utilization and efficiencies in the VRM Channel
11. Tracks all the system and network downtime and infra defects. These reports are then compiled and summarized and used for reporting and fixing up of defects.
12. Works along with TL on the floor to check on all floor hygiene and ensures the 'dos' and 'don'ts' are adhered to and apply regional best practices as well.
13. Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership.
14. Make presentations to various levels of management as required
15. Works under limited supervision, using established procedures. Show initiatives in innovative way of data mining which can help evolution of VRM operating model.
16. Act as backup for supervision. Ability to instruct, guide and oversee work of junior level professionals when needed.
17. Identify and develop future leadership in Workforce management.
Work Relationship
1. Direct reporting to Channel Head
2. Core collaboration with CBG Business analytics.
3. Work with key stakeholders such as CBG product, marketing, portfolio teams.
4. Staff across all levels and divisions in VRM
5. Internal & External Vendors & Infra partners.
Education and Experience
1. Degree / Diploma Holder
2. At least 3-5 years experience in data analytics or workforce management.
3. Strong MS Excel skills is essential.
4. SQL, Python, Data 360, Tableau - Any of these skills will be added advantage.
5. Knowledge in forecasting and scheduling.
Core Competencies
We want collaborative and analytical team players like
1. Capacity to understand the business requirements and be agile
2. A strong team player
3. Innovation enthusiast.
4. Customer focus
5. Performance driven.
6. Strong planning skills
7. Meticulous and has eye for detail.
8. Good problem solving and decision-making skills
Technical Competencies
1. Advance knowledge in MS office especially in MS Excel.
2. Knowledge in WFM Software such as CMS, NICE, and AVAYA will be advantageous.

Job Details

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