Manager Analytics support & PLP - Virtual Care

ob Purpose • To ensure planning, resource management analytics requirements on all performance indicators of all PhoneBanking Call Centers are satisfactorily met by ensuring distribution with accuracy at agreed TATs. • To ensure, manage and improve daily operational efficiency and productivity of the team by tracking performance, knowledge levels and ensuring effective team & time management. • Continuous improvement in MIS generation & reporting through periodic reviews to ensure relevance and alignment with business objectives. • Driving channel efficiency and effectiveness by supporting & driving projects and initiatives and developing analytical capability. • To ensure compliance to laid down processes and guidelines.

Job Responsibilities(JR) Actionable

Computation of PLP • Ensure timely & accurate preparation and submission of the channel Monthly Shift allowance and Late Sitting allowance for the channel. • Ensure timely & accurate preparation and submission of the channel Performance Linked Payout for the channel • Ensure SOX guidelines on PLP are adhered to and SOX related data is maintained on an ongoing basis.

Staffing & Resource Support

for the PhoneBanking Channel • Prepare channel budgets, Org Structures, track & update senior management on the Annual leaves for the channel, Prepare & review of scorecards for all positions in the channel (Bank, SO & HDB staff) • Prepare monthly Shift allowance and Late Sitting allowance file for the channel • Ensure MIS team job allocations/activities are tracked for efficiency and productivity.

• Be equipped with channel data and competition benchmarks. • Track hiring gaps across all positions for all 14 locations (Bank, SO & HDB staff) • Ensure budgets are available for hiring as per Budget allocated across all positions for all 14 locations (Bank, SO & HDB staff)

Daily Operational Efficiency/ Team

Management: • Ensure efficient allocation of activities basis shift/staff. • Ensure timely extraction/ consolidation of all data through appropriate planning. • Ensure tracking of Performance & time management for efficiency and productivity. • Timely Allocation: DCFC Creation. • Performance Tracking: DCFC scores Ensure timely extraction/ consolidation of all data through appropriate planning. • Ensure effective team management through periodic performance review, meetings, training and feedback. • Creation of trained backups and building bench strength and bandwidth in team.. • Minimal/NIL Attrition / Hiring Gaps. • Minimal/NIL Unscheduled absenteeism. • Minimal/NIL Pending Comp offs • Monthly Assessments/ Huddles. • Ensure dispatch of all reports as per agreed TATs. • Ensure delivery of accurate & error free high quality reports. • Ensure quality through maker - checker for activities. • High Quality: Minimal Errors. • Ensure Timely submission of all reports, newsletters, incentive files, presentations to units and for function head reviews and onward submission. • Support Units with qualitative analysis in respect of Service, Sales and Compliance. • Ensure all Audit related data required for the units and Central team audit is maintained on an ongoing basis. • Rationalization of MIS basis relevance and business objectives. • Data Backups, storage and effective retrieval of Channel MIS. •

Continuous Improvement in

Analytics: • Ensure revamps / reviews are incorporated in a timely manner. • Periodic reviews and re-structuring of existing MIS reports. • Introduction of new MIS reports. • Periodic rationalization/consolidation of MIS reports. • Process /product related changes/ enhancements are incorporated into reporting in a timely manner. • Ensure optimal data/report storage/backups for efficient retrieval/ consolidation/reporting. • Periodic automation of process/workflow for MIS. • Periodic review / re-alignment of MIS to workflow/process changes.

Projects & Initiatives: • Supporting & driving channel projects and initiatives. • Supporting & driving projects and initiatives for driving higher efficiencies, productivities, and effectiveness on performance parameters. • Knowledge of Critical Business Projects • Build capability to handle projects. • In-depth knowledge of critical business processes/projects/workflows. • Develop analytical capability.

Administrative, Compliance

& Personal Efficiency: • Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed • Ensure self and staff discipline (Late Login, Unscheduled Offs) • Adherence to Banks policies /guidelines. • Back up Responsibilities • Ensure role of back up. • Ensure leave planning and backups.

Staff Management • Ensure that all staff are adequately trained on Software viz MSOffice, Sprinklr, etc • Ensure that all staff are adequately trained on the Products of the bank and process • Monitor Staff productivity and give guidance on improving the same in conjunction with

the VH • Ensure that all staff are sent for class room training on a regular basis • Ensure that nominated staff attends training sessions, without fail. • Staff is encouraged to leave Branch by 7:30 p.m. daily.

Educational Qualifications Key Skills

• Min Graduation:
• Team Management. • Ability to develop a set of team. • Influencing Skills • Planning and Organizing Skills • Team Management / Interpersonal Skills • Communication • Good Administrator • Banks Product & Process Knowledge • Knowledge of Competition • Good analytical skill

Experience Required

• Minimum experience in years – 2-3 yr
• Exposure to banking preferable
• Experience in call center / service industry with Good analytical skill
• Awareness of Banking regulations

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties) • PhoneBanking Units and Central Team • HR • Sales Channel Partners • Product representatives; • Admin Representatives; • IT Department for system related software / hardware issue