SBI - Senior Special Executive Program Manager - Contact Centre

RECRUITMENT OF SPECIALIST CADRE OFFICERS IN STATE BANK OF INDIA ON CONTRACT BASIS

ADVERTISEMENT No. CRPD/SCO/2022-23/05

Online Registration of Application and Online Payment of Fee: (Last date of Apply Online extended till 11.05.2022)

State Bank of India invites On-line application from Indian citizen for appointment in the following Specialist Cadre Officer posts on contract basis.

Candidates are requested to apply Online through the link given in Bank's website https://bank.sbi/web/careers

Post - Senior Special Executive Program Manager Contact Centre

Educational Qualification :

Graduation degree in Engineering / IT or Computer Science from a recognized University. Computer Science / IT graduates / post-graduation in IT related fields will be preferred

Work Experience & Specific Skill as on 01.04.2022 :

Post Qualification experience of minimum 5 yrs. with at least 2 yrs experience as Program Manager across Customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) (preferred), global e-commerce, etc.

- Experienced in identifying process gaps and measuring Key Performance Indicator (KPI)

- Managing projects for customer journeys

- Designing customer journeys

- IT service Management workflow configurations

- Hands on experience in configurations for Event management & Information Technology Infrastructure Library (ITIL) standards

Specific Skills:

- Advanced Microsoft Office Tools skills, Call Centre tools / technology (Preferred)

Job Profile:

- Inclusion of new services offered by the Bank to the customers and overall ownership and Project Management Office (PMO) across all departments to ensure launch of new the same

- Co-ordination with Business Unit (BU), Information Technology Department and other stakeholders to drive transformation initiatives to make CC best in class

- Benchmarking and market landscaping across journeys and features offered by best-in-class Contact Center in India and globally in Banking Financial Services and Insurance Sector (BFSI) and outside

- Suggestions for inclusion of new services at agent, Interactive Voice Response System (IVR) and hybrid squad

- Design of workflows incorporating new age tech features and coordination with Information Technology verticals to drive procurement and implementation

- Project manager of complex and large-scale cross-team, cross-functional initiatives

- Troubleshooting

KRAs:

- Benchmarking and market landscaping across journeys and features offered by best-in-class Contact Centre in India and globally in Banking Financial Services and Insurance Sector (BFSI) and outside

- Suggestions for inclusion of new services at agent, Interactive Voice Response System (IVR) and hybrid squad

- Design of new services and overall ownership and Project Management Office (PMO) across all departments to ensure launch of new journeys

- Co-ordination with Business unit, Information Technology Department and other stakeholders to drive transformation initiatives to make Contact Centre best in class

- Design of journeys incorporating new age tech features and coordination with Information Technology Department verticals to drive procurement and implementation

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