Analyst, Operations Management Officer, Self-Service Banking - Core Operations, Technology and Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 19 Apr 19

Analyst, Operations Management Officer, Self-Service Banking - Core Operations, Technology and Operations

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

  • The position is to perform SSB Terminal monitoring and Incident Management help desk functions within SSB Operations Management Center and action of additional tasks and service requests across the Core Operations department
  • The position is responsible for the proactive planning of all incoming Service Request (SR) allocations received within a specific geographic territory or; Effective exception management; Responsible for ensuring that all available field technician resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements are met.
  • This role will support the activities of the Field Engineers (FE) assigned within a particular geographic region or territory; Responsibilities include planning, prioritizing, assigning, and monitoring all open Service Requests for FE's.
  • Monitoring and controlling all outstanding Service Requests and Core Operational matters within specific geographical areas as assigned; Identifying and escalating to the Team Leader or the Manager any situation that will cause a Service Request to exceed the specific contractual response or fix time for internal and external parties.
  • Ensuring the correct and timely closure and completion of all the Service Requests.
  • Recording any customer complaints on our SSB Network referred by any outside source and managing escalation as defined; maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding Service Requests.
  • Generates daily and weekly incident reporting; review incident history to determine recurring faults.
  • Work environment would require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations.
  • Analyse reports on a daily basis to highlight deviations & service delivery shortcomings. Action based on analysis will include daily email communication highlighting the impact of any noted SLA failure & suggesting corrective measures to concerned team (Eg. with relevant service manager & service director. This has to be followed through for implementation wherever agreed to be implemented.
  • Ensure preparation & validation of reports for capturing the overall performance
Requirements
  • 0 ~ 2 years of working experience in a help desk or contact centre environment with hands-on experience of using any network/ATM monitoring application systems.
  • Able to work flexible shift hours (3 rotating shifts) including weekends and public holidays.
  • Proficient in PC skills including Microsoft Office applications.
  • Good knowledge on Help desk Service levels / KPIs such as 1st call resolution, response time etc.
  • Ability to communicate effectively, calmly and patiently with both technical and non-technical customer including internal groups.
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.