Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations

DBS; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DBS Pune is seeking an Operations lead to drive Self-Service Channel, Demand and Customer Experience initiatives. You will steer strategic projects to improve satisfaction, digital migration, and operational efficiency across channels such as IVR, Chatbot, and CRM.

We expect 3–5 years of leadership in data-driven roles within banking, with strong stakeholder management and communication skills. Hindi language proficiency is a plus; role is based in Pune and involves regular cross-functional

Qualifications

• Progressive data-driven and analytical experience in project/demand management and self-service channel development.
• Banking sector exposure with customer experience focus and knowledge of CA/SOA and Cards products is desirable.
• Minimum 3–5 years of direct team leadership and stakeholder management experience.
• Excellent written and verbal communication; Hindi language skills are a plus.

Responsibilities

• Lead Self-Service Channel, Demand, and Customer Experience initiatives and strategic projects.
• Forecast demand trends, assess risks, and implement mitigation strategies for operations stability.
• Drive digital initiatives with cross-functional teams and external Telco partners.
• Develop plans to reduce volume via digital adoption and enhance customer experience.
• Deliver cost optimization projects for self-service channels (IVR, Chatbot, CRM, Gen AI).
• Maintain and update knowledge portals for contact center operations; ensure accuracy.
• Identify and mitigate project risks and ensure timely issue resolution.
• Produce MIS reports and management reviews; present results to leadership.

Skills

Data analytics

Project management

Demand management

Self-service channel

IVR

Chatbot

CRM

Gen AI

Stakeholder management

Presentation skills

MIS reporting

Leadership

Hindi language

Job description

**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**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**Key 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.**Experience & Qualifications*** 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.**Location:**Pune-DBIL**Job:**Operations**Schedule:**Regular**Employee Status:**Full time