Specialist, Service Delivery Engineer, Consumer Banking Specialist, Service Delivery Engineer, Consumer  …

DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Specialist, Service Delivery Engineer, Consumer Banking
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.

  • Manage system project, operating processes development & re-engineering, productivity improvement program and production support in Customer Centre
  • Maintain and track with the critical systems used in Customer Centre / ensure IVR, H&S and Chatbot with high availability (to meet the availability KPI) and well system performance
  • Coordinate between Customer Centre, other departments and vendors on system project, acquisition, system policy or standard, etc.
  • Comply with internal corporate and external regulatory compliance/guidelines in product/service delivery with support from legal and compliance department
  • Improve the efficiency of Customer Centre operations by implementing and supporting effective operating systems
  • Understand and work fully followed by the approved operational procedure/workflow and comply with the required guidelines and measures of Control & Compliance
  • Design and provide business consultancy & suggestions for improvements of productivity by reviewing end-to-end process
  • Optimize operation process, enhance customer journey and reduce Employment Pain Points via operation data analysis
  • Degree holder in Information Technology, Business Administration or equivalent with minimum 4 years' experience on system development project, operation workflow development and data analysis
  • Good knowledge of banking products and services in credit card, mortgage and insurance
  • Good knowledge in data mining techniques including SAS, SQL, VBA and other related applications
  • Knowledge of IVR and PABX system and system development life cycles
  • Knowledge of call center operation and process transformation experience are preferred
  • Be data sensitive with sound presentation and communication skill
  • Proficiency in MS Office.

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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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