Associate, Customer Experience Reporting Specialist

Job Purpose

To build performance trends and identify gaps in customer experience metrics. The role will leverage Data Analytics and MIS reporting to generate actionable insights on customer and employee experience, while ensuring accurate and timely publication of reports for business and regulatory requirements.

Key Accountabilities

• Manage Customer Experience (CE) reporting, dashboards, and MIS.
• Ensure accurate and timely internal and regulatory reporting.
• Act as a backup for daily MIS releases and support other MIS-related activities within the team.
• Assist in report automation initiatives and development of SOPs for regulatory reporting changes.
• Support internal and external audits through documentation, evidence preparation, and reporting walkthroughs.

Job Duties & Responsibilities

• Manage end-to-end customer experience reporting operations.
• Generate CE dashboards and performance reports for business and regulatory stakeholders.
• Extract data from source systems using defined business logic and reporting requirements.
• Validate reporting accuracy, completeness, and timeliness.
• Support reporting and automation requirements using Excel and other reporting tools.
• Develop and automate reports using Excel, SQL, Python, Qlik Sense, and other applicable technologies.
• Create and maintain reporting SOPs, process maps, and control documentation.
• Conduct reporting walkthroughs and explain reporting methodologies, logic, calculations, and reported figures to stakeholders and auditors.
• Drive continuous improvement in CE metrics, reporting frameworks, and reporting processes.

Required Experience

• Minimum 2+ years of experience in MIS, Reporting, Analytics, or Data Management.
• Experience in handling regulatory reporting and management reporting is preferred.

Education / Preferred Qualifications

• Bachelors Degree from a recognized University.
• MBA with a specialization in Analytics will be an added advantage.

Core Competencies

• Strong analytical skills.
• Excellent attention to detail.
• Problem-solving mindset.
• Ability to manage multiple reporting deliverables within timelines.

Technical Competencies

• Advanced Microsoft Excel.
• Strong reporting and dashboard development skills.
• Working knowledge of SQL, Python, and Qlik Sense preferred.
• Understanding of:
• Data extraction and transformation
• Data validation techniques
• Reporting automation
• Reporting controls and governance
• Knowledge of customer servicing journeys and iServe reporting will be an added advantage.

Work Relationships

• Collaborate closely with the Team Lead and Unit Head.
• Engage with various stakeholders involved in KRIs (Key Risk Indicators) and other critical reporting requirements.
• Support auditors and business stakeholders by providing reporting insights and documentation.

DBS India - Culture & Behaviors

The role holder is expected to demonstrate and promote the following DBS values and behaviors:

• Drive Performance Through Value-Based Propositions.
• Ensure Customer Focus by Delighting Customers and Reducing Complaints.
• Build Pride and Passion to Protect, Maintain, and Enhance DBS Reputation.
• Enhance Knowledge Base, Build Skill Sets, and Develop Competencies.
• Invest in Team Building and Motivation Through Ideation and Innovation.
• Execute at Speed While Maintaining Error-Free Operations.
• Develop a Passion for Performance to Grow the Talent Pool.
• Maintain the Highest Standards of Honesty and Integrity.

Location:

Pune-DBIL

Job:

User Experience

Schedule:

Regular

Employee Status:

Full time

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.