SBI - Vice President & Head - Contact Centre Transformation

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 - Vice President & Head (Contact Centre Transformation)

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 10 yrs with at least 5-7 yrs experience in running Digital Transformation/Change Management projects across large and complex accounts in the customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) companies (preferred), global e-commerce, etc.

- Deep knowledge of contact centre fundamentals, service excellence, and client management.

- Excellent communication skills,

- Strong team management skills

- Knowledge of Digital deployment of applications through call centres

Specific Skills:

- Advanced Microsoft Office, Advanced analytics, Statistics, LSS including Machine Learning (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 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 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

KRAs:

- Development, Research. Market movement in the similar landscape

- Coordinating with IT vertical for new technologies and new age tech inclusion in CC

- Inclusion of new journeys in CC setup for inbound & outbound Inclusion of new age tech in CC operations

- Coordination with BU/IT for all transformation related activities to improve CC services, Market landscaping

- Monitoring of peer banks to identify potential opportunities for CC improvement.

- Facilitating interactions of all stakeholders including BU, IT and vendors for transformation related initiatives in inbound & outbound

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