[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All DBS jobs](https://jobs.opennash.com/companies/dbs/) · [Search jobs](/search/) DBS · Pune-DBIL # Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations Pune-DBIL Manager or lead Finance & Accounting Listed on DBS’s official careers site. Posted September 24, 2026. Check that it is still open and apply there. [Apply on DBS’s careers site →](https://dbs.wd3.myworkdayjobs.com/DBS_Careers/job/Pune-DBIL/Associate--Specialist--Demand-Manager--Contact-Centre--Consumer-Banking--Technology-And-Operations_WD86401) [OpenNash Jobs](https://jobs.opennash.com/) / [DBS](https://jobs.opennash.com/companies/dbs/) / Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations ## Job description Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. ### Job Purpose Lead the Self-Service Channel, Demand, and Customer Experience team, spearheading strategic projects to elevate customer experience and drive digitalization. This role's core objective is to enhance customer satisfaction by achieving efficiency gains through digital migration, minimizing employee effort, and optimizing self-service channel operations Key Responsibilities: Analyze demand trends, accurately forecast potential risks, and develop proactive, effective mitigation strategies to ensure operational stability. Drive the implementation of cost-effective digital initiatives by fostering strong collaboration with internal departments (Technology, Analytics, Operations) and external stakeholders, including Telco partners. Generate and execute comprehensive plans for volume reduction through digital adoption and implement innovative solutions to significantly enhance overall customer experience. Lead and deliver strategic projects focused on continuous improvement and cost optimization of our self-service channels (e.g., IVR, Chatbot, CRM, Gen AI applications). Maintain and rigorously update the contact center's knowledge management portal, ensuring its accuracy, accessibility, and utility for both customers and employees. Proactively identify and mitigate project risks, ensuring the timely resolution of critical issues to keep initiatives on track. Develop and implement process enhancement journeys aimed at streamlining operations and elevating the end-to-end customer experience. Ensure a consistent "Good" audit rating for Demand management, adhering strictly to bank standards and regulatory requirements. Achieve and exceed key performance metrics, including contact ratio, Customer Satisfaction (CSAT), and containment rates. ### Experience & Qualifications Progressive experience in data-driven and analytical roles, ideally within project management, demand management, and self-service channel development (including IVR, Chatbot, CRM Projects, Gen AI, and Telco solutions). Experience originating from a contact center environment is preferred, extending to an e-commerce background, with a strong understanding of customer satisfaction and demand drivers. Proven experience within the banking sector, specifically with Current Account Savings Account and Cards products, is highly desirable. Minimum of 3-5 years of direct team handling and leadership experience. Excellent written and verbal communication skills are essential. Proficiency in Hindi would be an added advantage. Demonstrate ability in effective stakeholder management across various levels. Strong presentation skills, with experience in preparing management review decks and comprehensive MIS reports. ### Location Pune-DBIL Job: Operations Schedule: Regular Employee Status: Full time ## At a glance - Posted by the employer: Sep 24, 2026 - First seen by OpenNash: Oct 11, 2026 - Last checked: Oct 18, 2026 - Listed for: 24 days - Location: Pune-DBIL[Apply on DBS’s careers site →](https://dbs.wd3.myworkdayjobs.com/DBS_Careers/job/Pune-DBIL/Associate--Specialist--Demand-Manager--Contact-Centre--Consumer-Banking--Technology-And-Operations_WD86401) ## More jobs at DBS ### [Analyst, Client Service Manager, Corporate Banking, Technology and Operations](https://jobs.opennash.com/companies/dbs/jobs/1d6cb837df909cc07ab7/) Pune-DBIL ### [Analyst, Relationship Manager, Credit Program Small, Small Medium Enterprises](https://jobs.opennash.com/companies/dbs/jobs/d70df3499b5819b4a772/) Pune-DBIL ### [Analyst, Relationship Manager-Loan Against Property, Consumer Banking Group](https://jobs.opennash.com/companies/dbs/jobs/874ceb6513d8aed326fd/) Pune-DBIL ## Similar jobs at other companies ### [contact centre ambassador](https://jobs.opennash.com/companies/richemont/jobs/5aad5d20613d4473dfd3/) Richemont ### [Contact Centre Representative](https://jobs.opennash.com/companies/hsbc-holdings/jobs/4d0c08e37d2b905f12b8/) HSBC Holdings · Hyderabad, Telangana, India ### [Contact Centre Specialist](https://jobs.opennash.com/companies/hsbc-holdings/jobs/6434a7d2a4946a1524dc/) HSBC Holdings · Guangzhou, Guangdong, China ### [Associate Tech Solutionist - Contact Centre](https://jobs.opennash.com/companies/bajaj-finserv/jobs/c8a1241d7f41551014fd/) Bajaj Finserv · Pune Corporate Office - Mantri OpenNash lists jobs from employers’ own careers sites and does not handle applications. Dates come from the employer where stated; “first seen” and “last checked” are our own observations. OpenNash Jobs · Official listings with dates and links to the employer. [Weekly hiring report](/reports/hiring/) · [Methodology](/methodology/)