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AVP / Senior Associate, Technical SME, Customer Centre Systems, Technology and Operations

Keywords / Skills : AVP / Senior Associate, Technical SME, Customer Centre Systems, Technology and Operations

12 - 50 years
Posted: 2019-08-13

IT/Computers - Software
Other Information Technology
Posted On
13th Aug 2019
Job Ref code
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.

  • 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.

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 “Asia's Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.

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