AVP, Applications and Infrastructure Specialist (Contact Centre), Consumer Banking Group Technology, Technology and Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 18 Jan 18 2018-01-18

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.

Job Purpose

The candidate is required to carry out the responsibility as a Subject Matter Expert for the Contact Centre suite of products and applications. The individual will need to play a critical role in translating business requirements to system design and technical specifications, lead system enhancements and project implementations.

Key Accountabilities

  • Design and setup for resilient, robust, stable and cost effective solution that meets 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

  • 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 solution that meets business and organization requirements and strategy
  • Lead and manage issues during UAT/Sprints, and ensure all requirements have proper traceability
  • Lead system enhancements and manage project implementations

  • Minimum 10 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, Text chat, AI, Chatbots, Cideo chat, Computer Telephony Integration (CTI), Voice, Video & Screen recorders, Workforce management, Voice Biometric
  • 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.