Job Location: Tamil Nadu
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
Understanding the project plan developed by business and adhering to the project milestones and timelines in reporting and delivery. Support in updating project plan on an ongoing basis. This list is not exhaustive and being a multitasking role, the staff may need to handle ad-hoc 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 behavior & 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-ups 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:
- 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
- Multitask with different UAT/Testing/LV
- Flexible to work at odd hours
- Perform live testing (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 receiptCo-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
- 10-12 years of experience in operations or project management
- Credit Card and Banking product knowledge is a must
- 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-ups 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 / Experience in MS Projects, Gaant etc
Education / Preferred Qualifications
- A minimum an engineering graduate. Professional Certification/ Courses over and above this would be an added advantage
Core Competencies
- 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 screens
- Bilingual a plus, preferably with knowledge of Hindi
Technical Competencies
- Execution – Drives Scope development and management / Time management principles
- Decision Making – Collects and structure the available data impacting the project / Makes timely
- decision based on facts and needs
- Communications – Conveys information to all key stakeholders in written and verbal formats /
- Prepares and delivers presentations / Employ active listening
- Strategy development – Understands the impact of the project to and across various functions
- Leadership – Drive change, and monitor progress / Responds in an astute manner
- Technical know-how – Understands and integrates appropriate project management tools
- 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 Head of Credit Cards
- Working relationship with multiple internal and external stakeholders
Primary Location: India-Tamil Nadu-Chennai
Job: Analytics
Schedule: Regular
Employee Status:
Full-time
:
Job Posting: Feb 6, 2022, 11:56:20 PM
Submit CV To All Data Science Job Consultants Across India For Free
🔍 Explore All Related ITSM Jobs Below! 🚀
✅ Select your preferred "Job Category" in the Job Category Filter 🎯
🔎 Hit "Search" to find matching jobs 🔥
➕ Click the "+" icon that appears just before the company name to see the Job Detail & Apply Link 📝💼