Senior Business Management Analyst - Governance, Processes & Controls

Position Overview

Job Title- Senior Business Management Analyst - Governance, Processes & Controls

Location- Pune - Business Bay

Role Description

The Retained Organization (RTO) was created to maintain the connection to the remaining clients, to provide governance and oversight to the new vendor Morgen Fund and to establish/maintain some necessary operational activities between the two houses.

One of the seven work streams in RTO is Call Center Management. The role of the Senior Business analyst is to ensure that the call center attachment works smoothly between the parties DWS, Morgen fund and DB direkt as call center providers. Good coordination and communication will be required to ensure the task is completed. Solutions must be found, sometimes depending on the situation, in order to find the best possible client solution. The corresponding key responsibilities can be found in the section below.

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

Support of Vendor Management, Contract Management, VRMs

• Financial Management – Control and processing of monthly DB Direkt and DB Connect (Genesys) invoices (receive, control, approval-collection and instruction of finance department for payment).

Capacity Management

• Forecast creation

• Capacity Oversight

Knowledge Management

• Oversight, coordination and support of the Knowledge Management activities with and from the Service providers

• Process-adaptions and -optimizations related to KM activities

• Creation and maintenance of operating- and process-documentations

Quality Management

• Oversight of the accuracy of Knowledge within the Knowledge Management System used by the service provider (Knowledge Manager)

• Review of the monthly Operational Review Document provided by our service provider DB Direkt

• Quarterly VRM Qualtiy Reporting (described in “8.1.1 Vendor Management, Contract Management, VRMs”)

• Preparation, coordination and execution of the annual customer satisfaction survey (Quality Check / Q Check) in collaboration with the DWS Coverage division.

Incident-, Change- and Access-Management

• Support in the process of solving Call Center related incidents by participating the error analysis, testing, and incident communication in direction of the service provider or Morgen Fund.

Communication, Coordination and SME

• Contact for and regular communication with DB Direkt and DWS Coverage team leads (as daily business activity).

• Interface between Morgen Fund, DB Direkt and DWS Coverage. Coordination and assistance of relevant topics.
• Moderation of regular meetings on business topics (Quality Call) and the operation of the Call Center System Genesys (biweekly DB Connect Status Call).

Your skills and experience

• Bachelor degree in Economics with focus on Finance or Mathematics or equivalent experience
• Preferred: experience in Call Center Management area
• Strong communication skills, business fluent in written and spoken German & English
• Ability to work in a rapidly evolving environment, quickly understand technical innovations and make the most of them
• A learning mind-set, ready to experience new ideas and situations regularly
• Practical experience with internal and external stakeholders and service providers
• Highly organized with the ability to prioritize and track multiple tasks to successful completion
• Open-mindedness and the ability to share information and provide expertise and competence within the team
• A high degree of own-initiative, self-confident in decision-making
• Strong and committed team player

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.htm

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.