Senior Associate, Operations Support - Customer & Employee Journey (Contact Centre) Senior Associate, Operations Support - Customer &  …

DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
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.

Customer / Employee Journey
  • Facilitate and drive the team in developing and implementing various initiatives for process improvement to meet business goals.
  • Identify and deliver Customer & Employee Journey across the business through employing journey methodologies and the application of Agile thinking.
  • Take ownership of change management from customer and employee journey re-design for establishing a journey thinking model
  • Complete post implementation review for ensuring successful delivery and improvement for future customer and employee journeys
  • Introduce best practice and innovation ideas in solutioning
Project / Initiative Implementation
  • Participate in the discovery journey, business case preparation and implementation
  • Support users in liaison with Tech support teams to resolve in-use system issues and defects
  • Design best-fit solution with tech, users, risk SME and stakeholders
  • Define processes and controls in manual procedure to manage potential operations and customer impact
  • Be data analyst to provide insights for productivity improvement initiatives generation and operation improvement
  • Complete post implementation review for ensuring the successful delivery of project / initiatives
Control & Compliance
  • Instill the culture of compliance and control to staff through attending various training and communications on compliance & control.
  • Establish and maintain proper controls to mitigate risks, fulfill audit and regulatory requirements.
  • Comply with all Bank policies and procedures
  • Implement assessment exercises on both internal compliance and external regulatory requirements to ensure full conformances.
  • Monitor teams' adherence on the required Control and Compliance guidelines
  • University Degree Holder with minimum 3 years relevant experience in banking or call centre
  • Able to work independently, excellent interpersonal and communication skills
  • Proficient in MS Office
  • 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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