Project Manager/ Demand Manager, Contact Centre, Consumer Banking

Greeting From DBS Bank !!

Job Purpose

To enhance customer experience by proactively identifying & fixing the potential process

/product gaps there by reducing the failure demand at the service channel (calls, emails,

and chats)

Find the optimal solution to migrate the volumes to digital self-servicing model through

chatbot guided conversations and other digital platforms

Key Accountabilities

Analyze demand failure and embed on customer journey to proactively understand the

customer behavior

Develop a forecast model to key call & email drivers for upcoming months basis

existing data

Develop customer guided conversation models via Chatbot to enhance digital

servicing and reduce call, emails, and chats volumes

Represent customer excellence forum with Business and regional teams

Work with relevant business & product teams to highlight the customer pain point

drive the changes in process / product

Job Duties & responsibilities

Identify demand trends & forecasts risks and develop effective mitigation plans

Collaborate with multiple stakeholders (internal/external) in developing cost-effective

digital initiatives

Ability to generate and effectively implement plan / ideas for volume reduction and

customers experience enhancement

To develop process enhancement journeys to improve customer journey

To ensure Good audit rating pertaining to Demand management as per bank

standards

Credit Card and Banking product knowledge is a must

Experience in handling large data sets

Education / Preferred Qualifications

Bachelors Degree from a recognized University

MBA would be an added advantage

Six Sigma or COPC or PMP or Prince 2 or any project Mgmt certification would be an

added advantage

Core Competencies

Good interpersonal and effective communication skills

Ability to handle large amount of data & derive insights through deep analytics

Good knowledge of process improvement methodology (lean /Kizan /Six-sigma )

Eye for details & meticulousness at the jobs assigned

Project Management skills

Technical Competencies

Knowledge of data mining / visualization tools (Tableau QV/Power Bi)

Good knowledge of the SQL & Python

Working Knowledge Process mapping & usage of tolls like Visio etc

knowledge on RPA will be added advantage

Work Relationship

Direct reporting to Lead of Demand Management & Guided Conversation

Working relationship within Digital Bank Operations, Marketing Team, Legal &

Compliance Team, and various departments in regio