10/01 HR
DGM at SBI

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SBI - Manager - Business Analyst/Customer Service Analyst (4-9 yrs) Premium

Mumbai Job Code: 652352

RECRUITMENT OF SPECIALIST CADRE OFFICERS ON REGULAR & CONTRACTUAL BASIS

ADVERTISEMENT NO : CRPD/SCO/2018-19/12

Online Registration of Application & Payment of Fees : from 09/01/2019 to 31/01/2019

- State Bank of India invites Online applications from Indian citizens for appointment to the following Specialist Cadre Officers posts.

- Candidates are requested to apply Online through the link given on Bank's website https://bank.sbi/careers or https://www.sbi.co.in/careers

Post : Manager (Business Analyst/ Customer Service Analyst)

Grade : MMGSIII

Regular/ Contractual : Regular

Age as on 01.12.18 :

Min : 25 Yrs

Max : 35 Yrs

Educational Qualifications (As on 01.12.2018) :

- Candidate should have a minimum qualification of B.E in Computer Science/Information Technology or B.Tech in Computer Science/Information Technology from recognized University.

- Preference will be given to MBA or equivalent degree from recognized University/Institution.

Post qualification Experience (As on 01.12.2018) :

Essential Experience : Post qualification experience of minimum 4 years in relevant work in Bank/PSU/Corporate (any combination)

Likely place of posting : Mumbai or any other Centre at the discretion of the Bank.

Job Profile :

- Tracking the competition and developments in the industry to manage the process of new product development and ongoing product development.

- Analysis of seller data and outcome achieved.

- To devise/construct campaigns based on analytics.

- Managing the setting of overall user accounts penetration and account acquisition targets/objectives to develop top line and bottom line for the top down leg of budgeting process.

- Identify customers- needs in the digital environment and ways to address them.

- Monitor customer service levels and customer satisfaction.

- Define proactive strategies for continuous improvement in Customer service levels.

- Identify systemic areas that cause frequent customer complaints and arrange for their rectification.

- Suggest measures to be adopted to delight customers based on feedback/analysis.

- Providing quickly actionable through data management using advanced excel and data visualization tools like cognos, tableau.

- Facilitate in the implementation of analytics model for banking products and doing predictive analysis.

KRA :

- Data analysis and interpretation to provide key insights to senior management

- Preparation of documents like User Stories, Use Cases, Business Require Document, etc.

- Vendor and stake holder management for implementation of digital process

- Actively engage users and stakeholders to effectively translate operational feedback into software requirement

- Manage MIS reports and publishing it thorough data quality checks

- Providing quick actionable through data management using advanced excel and data visualization tools like cognos, tableau

- Facilitate in implementation of analytics model for banking products and doing predictive analysis

- Collect customer insights / feedback and create new propositions / products for the Digital Bank

- Review customer service requests and complaints periodically to suggest design changes (Products, process, UI / UX) to improve customer experience metrics.

- Identify systemic areas that cause frequent customer complaints and arrange for their rectification.

- Define Marketing strategy (target segments, customer problems, and target journeys) for customer acquisition, cross sell, up sells.

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