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AVP / Senior Associate, Technical SME, Customer Centre Systems, Technology and Operations
Sorry, This job is expired.
AVP / Senior Associate, Technical SME, Customer Centre Systems, Technology and Operations
Keywords / Skills :
AVP / Senior Associate, Technical SME, Customer Centre Systems, Technology and Operations
Singapore
12 - 50 years
Posted:
2019-08-13
All Jobs by this Recruiter
Industry
IT/Computers - Software
Function
IT
Role
Other Information Technology
Posted On
13th Aug 2019
Job Ref code
108897571
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.
Key Accountabilities
Design and setup for resilient, robust, stable and cost-effective solutions that meet business and operational requirements
Transform and deliver solution that will provide the best customer journey and digital experience to our customers
Ensure that the application systems would meet the bank’s and the industry regulator’s standards
Manage the delivery of enhancements and projects within expected timeline and budget
Ensure smooth transition from implementation to operation and provide 24 x 7 standby support to maintain BAU
Job Duties & responsibilities
Facilitate requirements workshops to engage the various stakeholders to elicit and validate business requirements
Work closely with Product Owner and Project Team to design and deliver user stories, process workflow, prototype and mock up screens (when required)
Design and source for robust, resilient and cost-effective technology solutions that meet business and organization requirements and strategy
Lead and manage issues during SIT/UAT/Sprints, and ensure all requirements have proper traceability
Lead system enhancements, manage project implementations and track production support tasks to maintain BAU.
Requirements
Minimum 12 years’ experience in consumer banking or financial services or relevant consulting organizations supporting financial service industry
Ability to define and translate business requirements into technical requirements and specifications across all digital platforms
Must have relevant technical working knowledge of customer servicing or contact centre systems with hands on experience setting up solutions involving Automatic Call Distributor (ACD), Interactive voice response (IVR) system, Live Chat, AI, Chatbots, Video Chat, Computer Telephony Integration (CTI), Voice, Video & Screen recorders, Workforce management, Voice Biometric and Auto Dialer outbound systems as well as Mainframe COBOL, CICS, JCL, VSAM.
Experience in agile and scrum project environment
Experience in deploying solutions using cloud technology and computing
Strong communication skills with ability to work collaboratively across the organization including engaging senior management on strategic plans, leading project steering committees and status updates
Proactive and capable to handle multiple concurrent initiatives
Strong problem-solving skills with "Can Do" attitude
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.
Key Skill(s)
AVP / Senior Associate
Technical SME
Customer Centre Systems
Technology and Operations
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About Company
DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named âAsia's Best Bankâ by The Banker, a member of the Financial Times group, and âBest Bank in Asia-Pacificâ by Global Finance. The bank has also been named âSafest Bank in Asiaâ by Global Finance for seven consecutive years from 2009 to 2015.
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Additional Comments
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Exp.:
0 - 2 yrs
Walkin Date:
04 May
Walkin Venue:
Bhopal
Job Details :
Experience :
2 - 6 years
Job Location :
Mumbai
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints. Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Policy Servicing:-
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check Follow up with HUB for policy issuance of pending cases
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