Project Manager/ Demand Manager, Contact Centre, Consumer Banking

Job description Greeting From DBS Bank Job Purpose To enhance customer experience by proactively identifying & fixing the potential process /product gaps there by reducing the failure demand at the service channel (calls, emails, and chats) Find the optimal solution to migrate the volumes to digital self-servicing model through chatbot guided conversations and other digital platforms Key Accountabilities Analyze demand failure and embed on customer journey to proactively understand the custome…