Associate, Business Management Support (Digital Channels) Associate, Business Management Support (Digital  …

DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
See job description for details
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.

Responsibilities:
Help & Support webpage / Chatbot
  • Work with the stakeholders to update the content of Help & Support Web pages (H&S) and Chatbot
  • Design a seamless customer experience on H&S and Chatbot and drive the adoption for call avoidance
  • Support the implementation of the project enhancements related to H&S and Chatbot in end-to-end process
  • Analyze the data for insights to improve the page or chatbot content
Demand Management
  • Generate and communicate actionable insights of call volume reduction through the support of data and information
  • Review performance and recommend strategies to improve future strategies effectiveness
  • Define and support on the business intelligence solutions, reports, and dashboards
  • Provide ongoing analysis of data to provide insights and findings to stakeholders; and successfully communicate actionable research findings and implications
  • Partner with the teams to assess/prioritize the business issues and clearly articulate data/information-based answers to key questions.
  • Closely work with the frontline teams and other functional areas to get buy-in on program recommendations and execution
  • Prepare presentations to showcase the data in a more colloquial manner for the user
Client Service Management
  • Develop and implement campaigns & programs
  • Work with Internal and external partners to ensure timely and quality execution of program / platform roadmaps and aligned with resources of Customer Center
  • Coordinate with Customer Center Operation Managers, Workforce Management, System Support Team, Operation Support Team to ensure adequate resources, training, quality control is in place for rolling out Marketing campaign and project
  • Work with Analytic experts to ensure timely review of program performance tracking as well as System Support Team to develop system requirements to launch program (for new services/ products)
  • Support in Knowledge Management System to ensure the information update accurately and timely
  • Implement new ideas of value-added service within Customer Centre, and monitor the performance tracking to achieve agreed target by strategic boost-up programs
  • Prepare and plan operational practice & procedure and ensuring information is update and the communications / briefing is conducted appropriately and timely
Requirements:
  • Degree holder with minimum 4 years relevant experience in banking, credit card, call center industry and operation workflow development
  • Familiar / Experience with digital apps, chatbot
  • Process transformation experience will be a bonus
  • Good understanding of webpage programming skills, e.g. HTML, JavaScript is a must
  • Initiative, positive, able to work independently & highly motivated
  • Strong analytical, decision making and problem-solving skills
  • Proficiency in PC applications
  • Proficiency in spoken / writing skills in both English and Chinese
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.

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