Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations at DBS Bank in Pune-DBIL
- Company: DBS Bank
- Location: Pune-DBIL
- Posted: Sep 23, 2026
- Type: Full-time
- Experience: 5+ years
Overview
Lead the Self-Service Channel, Demand, and Customer Experience team, spearheading strategic projects to elevate customer experience and drive digitalization. This role's core objective is to enhance customer satisfaction by achieving efficiency gains through digital migration, minimizing employee ef…
Job description
- Lead the Self-Service Channel, Demand, and Customer Experience team, spearheading strategic projects to elevate customer experience and drive digitalization. This role's core objective is to enhance customer satisfaction by achieving efficiency gains through digital migration, minimizing employee effort, and optimizing self-service channel operations
Responsibilities
- Analyze demand trends, accurately forecast potential risks, and develop proactive, effective mitigation strategies to ensure operational stability.
- Drive the implementation of cost-effective digital initiatives by fostering strong collaboration with internal departments (Technology, Analytics, Operations) and external stakeholders, including Telco partners.
- Generate and execute comprehensive plans for volume reduction through digital adoption and implement innovative solutions to significantly enhance overall customer experience.
- Lead and deliver strategic projects focused on continuous improvement and cost optimization of our self-service channels (e.g., IVR, Chatbot, CRM, Gen AI applications).
- Maintain and rigorously update the contact center's knowledge management portal, ensuring its accuracy, accessibility, and utility for both customers and employees.
- Proactively identify and mitigate project risks, ensuring the timely resolution of critical issues to keep initiatives on track.
- Develop and implement process enhancement journeys aimed at streamlining operations and elevating the end-to-end customer experience.
- Ensure a consistent "Good" audit rating for Demand management, adhering strictly to bank standards and regulatory requirements.
- Achieve and exceed key performance metrics, including contact ratio, Customer Satisfaction (CSAT), and containment rates.
Requirements
- Progressive experience in data-driven and analytical roles, ideally within project management, demand management, and self-service channel development (including IVR, Chatbot, CRM Projects, Gen AI, and Telco solutions).
- Experience originating from a contact center environment is preferred, extending to an e-commerce background, with a strong understanding of customer satisfaction and demand drivers.
- Proven experience within the banking sector, specifically with Current Account Savings Account and Cards products, is highly desirable.
- Minimum of 3-5 years of direct team handling and leadership experience.
- Excellent written and verbal communication skills are essential. Proficiency in Hindi would be an added advantage.
- Demonstrate ability in effective stakeholder management across various levels.
- Strong presentation skills, with experience in preparing management review decks and comprehensive MIS reports.
Skills
Required
- Data-driven and analytical skills
- Project management
- Demand management
- Team handling and leadership
- Stakeholder management
- Presentation skills
- MIS report preparation
Preferred
- Contact center environment experience
- E-commerce background
- Banking sector experience (CASA, Cards)
- Proficiency in Hindi
About DBS Bank
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. DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.