Officer, Specialist, Contact Centre, Consumer Banking, Technology & Operations
DBS Bank
Pune, Maharashtra
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 Duties & responsibilities

  • Defect Management:
o To perform first level check for all the defect raised

o Defects to be raised to technical team in timely fashion, with proper categorization of the severity level

o Be part of the defect management call and take proper follow-up for all open items

o Provide sign off for the defect to be closed, post receipt of proper RCA and successful testing by the tech team

o Maintain MIS of all the defect raised

  • UAT/Testing/LV:
o Understand the new product document and the wire frames

o Provide feedback for relevant ‘stage’ of customer journey, which may impact customer experience

o Perform UAT as per the test cases provided

o Ensure UAT is completed as per the agreed timelines

o Provide timely feedback and raise defects identified during the UAT

o All the defect raised during UAT, are tracked to the closure and ensure that re-test is done to check the fix

o UAT to be performed at 0% errors

o Testing of new product to be performed

o Co-ordinate with the support group involved in the new product testing

o Collate all the defects identified during the testing period

o Track the defects identified during testing to closure

o Active engagement in all the communication and call with relevant stakeholders

o Multi task with different UAT/Testing/LV

o Flexible to work at odd hours

o Perform live testing (LV) as and when required and provide sign off for successful execution

  • Complaint Management
o Investigate customer complaint and identify the reason

o Share your finding and identify control to be put in place for non-recurrence

o Ensure complaints are closed within 24 hours of receipt

o Co-ordinate with different teams and department for closure of the complaint

o Whenever required, call the customer and confirm closure of the complaint

  • Miscellaneous Task
o Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature

o Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution

o Forward suspected fraudulent and questionable Service Request to appropriate personnel

o Balance workload based on business needs between paperwork Responsible for meeting deadlines and requirements

o Build and maintain effective working relationships and support teamwork in meeting company goals

o Adhere to processes and guidelines in line with the defined governance standards

Job requirements
  • Minimum of one year of experience in managing one project cycle, preferably in banking industry
  • Experience in UAT & New Product testing
  • Experience moving between multiple computer screens while entering data
  • Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
Bilingual a plus, preferably with knowledge of Hindi

A minimum an engineering graduate. Professional Certification/ Courses over and above this would be an added advantage
Good interpersonal and excellent communication skills (English mandatory).
  • Good aptitude towards and fast adoption of new technology and digital lifestyle
  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • Ability to type at least 50WPM with 0 errors
  • Ability to multi-task (handling multiple projects, UAT, product testing)
  • Ability to resource product information via tools that are provided to you
  • Ability to independently research information via the internet
  • Outstanding spelling, grammar, and communication skills
  • Patient, calm and passionate in assisting customers
  • Strong time management and decision making skills.
  • Adaptability and accountability.
  • Meticulous and resourceful
  • Flexible to Working Hours Willing to work in rotational shifts
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements