National Bank of Punjab Jobs Latest 2022

Position/Job
Title

Unit Head-Call Centre and CRM
Application (AVP/VP)

Reporting
to

Wing Head-Digital Banking and Alternate
Delivery Channels

Educational/
Professional Qualification

Minimum Bachelor’s degree from HEC
recognized University/Institute.  Candidates having a Master’s degree and/or
any other relevant certification(s) would be preferred. 

Experience

Minimum 08 years of experience in a financial industry out of which 05 years in digital banking and/or related domains.

Other
Skills/Expertise/ Knowledge Required 

• In-depth knowledge of current
  technological advancements in the fast-paced world of
• digitalization, data science, deep
  learning, etc.
• Extensive hands-on experience or a
  key role in digital transformation or digital development, preferably in a
  financial/banking industry.
• Strong knowledge of Contact Centre and CRM
  operations, with experience in the development/deployment of solutions
  preferably on a SaaS model.
• Hands-on experience with process
  improvement methodologies, project management, and change management standards.
• Strong analytical, conceptual, and
  problem-solving abilities and hands-on advanced analytics/data science
  background with experience in the application of strategic decision-making.
• Ability to work in a fast
  deadline-driven environment that demands high quality, creative and consistent work.

RESPONSIBILITIES                          

1. To support the development, articulation, and
   implementation of the organization’s
2. Contact Centre and CRM deployment
   strategy, with particular focus on a SaaS-based platform.
3. To receive requirements from
   relevant stakeholders on the digital transformation of
4. Contact Centre and CRM operations.
   Conduct market insight and R&D to propose or design the best possible solutions.
5. To act as a technical project lead
   to work within business / BIA engagement stakeholders. Understand business
   processes and requirements to create a
6. 360-degree view of customers’ needs.
   Integrate all possible touch points for customer support including but not
   limited to IVR, phone calls, SMS, WhatsApp, email, web/app live chat, video
   chats, app store reviews, social media queries/correspondence, etc.
7. To produce a 360-window solution for
   all services requests related.
8. To develop plans and offer
   insight/knowledge to the organization on the use of new tools and technologies;
   create a cost-effective operation consistently achieving Contact Center SLAV
9. To work with other technical subject
   matter experts for the implementation of strategy for sustainable and flexible
   analytics architecture and meet operational requirements such as scalability,
   maintainability, security, reliability, extensibility, flexibility, and
   availability.
10. To introduce flexible configurations
    module to manage diversified KPIs related to Contact Centre Operations. Manage
    changes in KPIs through User Interface without opening any change project.
11. To introduce Al / B1-based live
    dashboards, multipurpose reporting, and MIS to monitor Contact Centre
    performance, service levels, quality assurance, and resource allocation. Make
    informed decisions to provide the best quality services in line with the organization’s
    vision and regulatory requirements.
12. To implement effective controls to
    ensure confidentiality of customer data and availability of the business
    continuity and disaster recovery plan, in line with regulatory requirements and
    industry best practices.
13. To ensure the implementation of
    effective project management methodologies and tools for tracking, monitoring, and reporting the progress of projects. To be responsible for the overall status
    of the project during its lifecycle. Oversee project budgets in line with the scope
    of work for the project lifecycle from initiation to closure and establish
    contingency measures and controls for risks and issues management
14. To ensure the adoption of best practices
    and standards for development, support,
15. quality control etc. and act as
    subject matter expert in developing technical standards, best practice
    guidelines, solution diagrams, and documentation around Contact Centre and CRM
    application.
16. To assist in incident management,
    change management, and review ongoing release and production management of
    Contact Centre and CRM application.
17. To work cross-functionally in
    understanding the opportunities and risks associated with engagement with
    customers and the financial service industry. To work closely with IT, Operations,
    Compliance, Audit, and Risk Management functions to rectify all reported
    discrepancies and ensure the readiness of the unit for review and audit by
    Internal/external bodies.
18. To ensure compliance with all
    regulatory requirements. Handle regulatory reporting, communications, and
    inspections related to Contact Centre and CRM application

HOW
TO APPLY

• Evaluation Interview(s) Only shortlisted competitors stringently meeting the previously mentioned essential qualification rules will be welcomed for board interview(s).
• The employment will be on a contractual basis for three years which may be renewed on
• Employment Type discretion of the
  Management. Chosen applicants will be offered pay bundles and different advantages according to Bank’s Policy/rules.
• Interested candidates may visit the
  website and apply online within 10 days from the date of
  publication of this advertisement as per the given instructions.
• Applications
  received after the due date will not be considered in any case.
• No TA/DA will be
  admissible for the interview.

SEE THE ADD