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Posted on : 2021-05-25 VP - Advanced Analytics (Commercial Banking) - Capacity Planning, Forecasting Techniques And Customer Service Analytics Is A Must. Exp: 16+ Yrs, Loc: Bengaluru Location : Bengaluru, India
Last Date to Apply 2021-05-30
Job Description

About the Role:

The role sits with Commercial Banking Data & Analytics Team to support Operational Capacity planning & Work force Management group:


1.     Understanding the Present dynamics of Case Volume, create benchmarks on AHT and measure available capacity to support work through detailed deep dive into Service view, Telephony and HR data. Creating detailed metrics on Utilization, surplus or shortages and team, site, TM level performance with regards to capacity utilization


2.     Forecasting the Capacity Need for Future through Case Volume forecast at different segments and using the AHTs, Attrition curve etc. to build Capacity plan, scheduling, routing logics etc.


3.     Create detailed reporting architecture to show overall and granular view on present view on case volume and mix trends, work effort benchmarks, capacity utilizations, detailed drill downs and also a future (forecast) view on expected volumes, Capacity Planning, scheduling, routing etc.

4.     Improving Customer experience through understanding drivers of experience using benchmark NPS scores, ML and Text analytics on Customer Survey analysis for service organizations; call transcriptions etc. to reduce the root cause of bad experience on phone, email or digital


This role will be responsible for partnering across the Commercial Banking teams to understand operational work flow, priorities on capacity plan and hence be able to deliver capacity planning and work force management across Commercial Banking by developing suite of models and algorithms, optimization algorithms, reporting and dashboards etc. which can be used for optimal capacity planning for Commercial Banking. This role is strategic is nature and will require significant experience in data and analytics- more preferably in Operations research, Forecasting techniques,  segmentation, linear optimization and work flow management.

The role will require to use ML, AI algorithms to build optimizations as well as do text analytics, speech analytics on survey, call transcriptions etc.


Key Responsibilities:x

       Leading a team of highly qualified data science analysts with  experience in formulating and solving complex problems

       Supporting NLP, ML and AI operational teams with the advanced know-how blending theory and practice

       Providing both technical consulting to business leaders at an appropriate level of information encapsulation

       Oversee development of predictive modeling algorithms using statistical tools, statistical modeling, optimization, algorithm development to synthesize large data sets 

       Apply critical thinking skills and perform advanced analytics with the goal of solving complex and multi-faceted business problems. 

       Generate deep insights through the analysis of data and understanding of operational processes and turn them into actionable recommendations. 

       Perform advanced quantitative and statistical analysis of large datasets to identify trends, patterns, and correlations that can be used to improve business performance.

       Be a talent magnet by collaborating with various universities and leveraging network across companies

       Coaching team members to operate at higher level of dimensionality to innovate and bring in game changing ideas to fruition


As a team member and manager, you are expected to achieve success by leading yourself, your team and the business. Specifically, you will lead your team with integrity and create an environment where your team members feel included, valued and supported to do work that energizes them. Management responsibilities will also include providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks and completing daily management tasks.

·       Ability to work overlap hours with US team 

·       Shift  1:30-10:30 pm


Essential skill Qualifications:

·       Around 16+ years in similar analytics role   


·       PhD/M.A./M.Sc./MS College Degree or Higher in operations research, applied mathematics, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis.

·       ~10 years advanced programming exposure in SAS or Python including SQL

·       ~10 years of Wholesale banking experience – Capacity Planning, Forecasting Techniques and Customer Service Analytics is a must

·       ~10 years of experience with relational databases Teradata, Oracle or similar database

·       Must be able to offer thought leadership at a meta level – think about information cascade required for BI set up

·       Strong domain knowledge about Commercial Banking – Treasury Management and Payment Services Business and Products 

·       8+ years of good team handling experience of managing people and projects

·       Able to guide, mentor and provide technical assistance to the team

·       Identifies and recommends internal and external data sources, compiles/mines data from multiple, cross business sources; recommends and consults in the development of complex analysis designs

·       Ensures adherence to data management/data governance regulations and policies. Data involved may be very large, structured or unstructured, and from multiple sources.

·       Persuasive written and verbal communication skills

·       Demonstrated ability to speak at internal and external conferences

·       Proven experience in the area of innovation evidenced by successful holding of one or more patents

·       Established inventory of authoring white papers, generating patents for the company


Desired Qualifications

·       Experience of working In MNC Banks preferred

·       Good to have certifications in Data Science, or BI Reporting tools

·       Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and complex environment

·       Detail oriented, results driven, and has the ability to navigate in a quickly changing and high demand environment while balancing multiple priorities

·       Ability to research and report on a variety of issues using problem solving skills

·       Ability to interact with integrity and a high level of professionalism with all levels of team members and management

·       Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

·       Ability to learn the business aspects quickly, multitask and prioritize between projects.

·       Exhibits appropriate sense of urgency in managing responsibilities

·       Ability to accurately process high volumes of work within established deadlines

·       Available to flex schedule periodically per business requirements

·       Demonstrates a high degree of reliability, integrity and trustworthiness

·       Takes ownership for responsibilities for own and drive same effort to the team

·       Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic and good team player

·       Be proactive and get engaged in organizational initiatives

Salary 65-70L Fixed + Variables
Industries Type Banking
Employement Type Full Time
Experience 10+
Education PhD/M.A./M.Sc./MS College Degree or Higher in operations res

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