Internship

JOB PURPOSE

This internship is to support the team in driving strategic and operational improvement in both business and contact centre functions.

Interns will assist in conducting market and customer research, analysing data and supporting project activities aimed at enhancing customer experience, streamlining processes and improving service delivery.

The role offers hands on exposure for end-to-end customer service project delivery through the different channels, working closely with cross-functional teams within Group Consumer Banking.

KEY RESPONSIBILITIES

1. Market & Competitor Research
   1. Conduct benchmarking of digital adoption and contact centre best practices
   2. Monitor competitor offerings and customer service offerings
2. Customer Insight & Data Analysis
   1. Collect and review KPIs related to contact centre performance (e.g. response time, call resolution)
   2. Data analysis based on data collected
   3. Identify operational gaps and recommend improvement
   4. Process mapping
3. Project Support
   1. Assist in preparing business cases, presentations and reports
   2. Coordinate meetings or workshops