INTERNSHIP – SMART CONTACT CENTRE & RLOS SHARE MARGIN FINANCING

Internship to support the team in driving strategic and operational improvement in business and contact centre functions. Interns will assist in market and customer research, data analysis, and 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 across various channels, working closely with cross‑functional teams within Group Consumer Banking.

Key Responsibilities

• Market & Competitor Research
  • Conduct benchmarking of digital adoption and contact centre best practices.
  • Monitor competitor and customer service offerings.
• Customer Insight & Data Analysis
  • Collect and review KPIs related to contact centre performance (e.g., response time, call resolution).
  • Analyze collected data.