Associate, Specialist, User Experience Journey, Consumer Banking Group

Business Function

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.

Job Purpose

To build performance trends and identify gap in customer experience metrics, nodal desk Operations & risk governance for CE. The activity is to be driven basis Data Analytics and MIS reports to provide strong insights on customer and employee experience along with publishing reports for regulatory requirements.

Key Accountabilities

• Enhance customer experience by proactively identifying the gaps in process flow and system design and conduct system re-engineering by using a data driven approach
• Ability to create and deliver reports & presentations driven by data analytics
• Improve nodal desk operations delivery through timely updates on performance reports.
• Provide regular regulatory reporting as per requirement.

Job Duties & responsibilities

Data Analytics

• Conduct data mining and analysis to understand the customer & people pain points.
• Create and deliver presentations to regional and various country stake holders on the demand trend updates and project status updates.
• Use data to create models that depict trends in the customer base and the consumer population as a whole
• Preparing reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data
• Ability to identify useful information in data sets and suggest conclusions that support decision making
• Using statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts
• Creating appropriate documentation that allows stakeholders to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary

Complaints and Regulatory Reporting

• Perform complaints analysis, performance trends and productivity dashboard for nodal team.
• Enable automation of complaints data to ensure accuracy and timeliness of reporting
• Analyse audit findings and assist in implementing audit recommendations.
• Identify areas of concerns and suggest actions items.
• Publish channel and product wise complaints trend, work closely with all channels to drive quality of resolution.
• Propose new techniques and technologies for complaint analysis and management.

Experience

4-5 years of experience in data analytics and project management.

Education / Preferred Qualifications

Bachelor s Degree from a recognised University and MBA in analytics domain would be an added advantage.

Core Competencies

Good interpersonal and effective communication skills.

Excellent analytical skills to deep dive on the data and presentation of various outputs.

Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy

Technical Competencies

Good Interpersonal & Analytical Skill.

Advanced knowledge on various MS excel and statistical tools.

Ability to create strong PowerPoint presentations.

Experience with MySQL, SQL, or another industry standard database technology will be an added advantage.

Knowledge of web/app analytics is an added advantage

Experience with Analytical tools phython, R is an added advantage

Work Relationship

• DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
• Demonstrate Business Performance through PRIDE Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
• Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
• Maintain the Highest Standards of Honesty and Integrity

DBS India - Culture & Behaviors

• Drive Performance Through Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
• Enhance Knowledge Base, Build Skill Sets & Develop Competencies
• Invest in Team Building & Motivation through Ideation & Innovation
• Execute at Speed While Maintaining Error Free Operations
• Develop a Passion for Performance to Grow Talent Pool
• Maintain the Highest Standards of Honesty and Integrity

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements .