AVP, Digital Channel Manager, Technology %26 Operations

AVP, Digital Channel Manager, Technology %26 Operations

DBS
5-8 years
Not Specified

Job Description



Business Function
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 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.
Responsibilities
  1. Analyze the data to identify opportunities to address the service digitalization, client service and demand management.
  2. Manage content on digital channels, e.g. Help & Support webpage and Chatbot.
  3. To maintain and track with the critical systems used in CC, ensure contents in IVR, H&S and Chatbot are aligned.
  4. Work with stakeholders to bring ideas into the mix, offer suggestions, research, ability to share and constantly learn new technology and creative ideas of client service and content management to Customer Center.
  5. Identify opportunities to convert service interactions into cross-buy opportunities.
  6. Support & manage local & regional digital adoption initiatives, operating processes development & re-engineering, productivity improvement program and production support.
  7. Design and provide business consultancy & suggestions for improvements of productivity by reviewing end-to-end process.
  8. Understand and work fully followed by the approved operational procedure/workflow and comply with the required guidelines and measures of Control & Compliance
  9. Coordinate and manage marketing program/campaign of the banking products among key stakeholders (Call Centre Ops, CBG business, Customer Experience and Tech team).

Requirements
  1. Minimum 5 years relevant experience in banking, credit card, call center industry and operation workflow development, with thorough understanding on respective practices and regulations.
  2. University graduate preferred
  3. Good multi-tasking skills with strong project management capability
  4. Initiative, positive, able to work independently & highly motivated
  5. Good people management, leadership, interpersonal, communication, listening and negotiation skill
  6. Strong analytical, decision making and problem-solving skills
  7. Result-and customer-oriented
  8. Mature and positive character with strong leadership skill and ability in interacting different level and behavior of staff
  9. Proficiency in spoken / writing skills in both English and Chinese
  10. Sound knowledge in consumer banking / credit card products operations and regulations
  11. Good understanding on call center systems and MIS reporting tools
  12. Knowledge of IVR, Chatbot and PABX system is preferred
  13. Familiar / Experience with digital apps, chatbot
  14. Process transformation experience will be a bonus
  15. Good understanding of webpage programming skills, e.g. HTML, JavaScript is a must
  16. Good hand-on experience in making presentation deck

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.

About DBS

DBS, a leading financial services group headquartered in Singapore, operates across 18 markets. We are an Asia-centric commercial bank focused on harnessing the region’s long-term potential as the centre of economic gravity shifts eastwards to Asia.
A frontrunner in digital transformation, we seek to deliver a new kind of banking that is so simple, seamless and invisible, that customers have more time to spend on the people or things they care about.
At DBS, we are also a strong advocate of building a sustainable future. Working with partners, we empower people to live larger than themselves. We create avenues that encourage our customers to live socially-conscious; establish platforms to help social entrepreneurs bring their ideas to life; and provide the next generation with opportunities to develop innovative solutions that address sustainability issues.

Job Source : careers.dbs.com

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