Business Analyst - Decision Science Unit - Consumer Banking

Overall Job Description :

- Play a critical role in Decision Science Unit of bank and assist in delivering key strategic projects pertaining to Advance analytics support to the Inbound/Outbound call center, HR & Ops teams of the bank

- Accurate Forecasting of calls & capacity planning using modern forecasting techniques leading to optimum utilization of resource & meeting SLAs

- Converting Voice to text and identifying patterns from Calls that help improve efficiency and efficacy of calling, thereby leading to efficient and effective client conversations that lead to increase in client profitability

- Identifying client actions through Voice channels based on propensity modelling, attrition modelling (cross-selling, Digital Activation, book deepening etc.) to generate maximum conversion utilizing optimum resource and maintain CASA and asset growth

- Analyze large numbers of data points around customer experience to determine areas of improvement using ML techniques

- Supporting the HR team with reducing Employee turnover using predictive analysis and also managing costs incurred during recruitment, on boarding, training, remuneration etc.

Develop AI/ML use cases to:

- Identify upgrade opportunity from other client segments using client potential

- Identify Cross-Sell & Up-Sell opportunities

- Work with product/ops managers to give product insights, recommendations, engagement/win-back strategy

- Entail end to end ownership of analytics/strategic projects

Requirement:

- Graduate in Computer Science/Engineering/Mathematics/Statistics (with strong quantitative background) with 1-3 years of experience in working with programming on SQL Reporting Services 2005/2008, PL/SQL (Oracle/MySQL) and T-SQL (MS SQL server), SAS (Base/Mainframe), Python, R etc.