Job Description

Get to know our Team:
We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia\xe2\x80\x99s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

Get to know the Role:
Reporting into the Head of Customer Experience (CX) in the bank, the CX team is responsible for developing, shaping and executing a holistic customer experience strategy for Digibank. We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering \xe2\x80\x9cwow\xe2\x80\x9d experiences to win the hearts of our customers.

Responsibilities include:

Act as First Line of Defence within Digibank Contact Centre (within CX) in identifying, preventing, managing, reporting and mitigating business and operational risks with effective remedial actions

Keep abreast of the regulatory landscape in Singapore and ensure operational risk principles and requirements are embedded in the relevant processes

Develop a robust Controls Assurance framework for Contact Centre and manage this effectively by performing risk-based assessment, process reviews and risk advisory for new process design, improvement or initiatives for Contact Centre/Customer Experience

Identify and assess ops risk pertaining to Contact Centre; define and develop internal controls to prevent, detect or mitigate them

Be the subject matter expert within CX team to advise on all risk related matters for Contact Centre - e.g. access management, system set up and monitoring requirements for frontline, contact centre floor management guidelines

Set and monitor key risk indicators (KRI) for Contact Centre, leveraging on data and tools (where possible), and engage Ops Risk/Compliance/Control functions to formulate action plans for KRIs that exceed threshold

Conduct targeted self-assessments to identify potential gaps; draft and implement action plans relating to self-identified/audit issues for Contact Centre

Investigate fraud and operational loss events within Contact Centre and recommend process change where appropriate

\xc2\xadConduct root cause analysis of issues from audits and track the rectification and completion of audit issues within agreed timeline

Create and promote a risk awareness culture in the Digibank Customer Experience department

Manage the Business Continuity Plan (BCP) for the Digibank Contact Centre

Ensure compliance and enforce adherence to applicable laws, regulations and other standards of conduct

Minimum Experience and Qualifications

5+ years\xe2\x80\x99 experience in Business/Operational Risk Management (preferably within Banking)

Prior experience working in contact centre with knowledge of how operations is run in contact centre is highly beneficial

Good knowledge of retail banking products with a particular focus on digital.

Strong communication and writing skills

Ability to explain theoretical risk management concepts to team members with varying backgrounds

Understanding of industry trends and developments as well as their impact on the business.

Desired Personal Qualities

Passionate about driving continuous improvement with a strong customer oriented mindset

Curious, creative, analytical and driven to always find a better way to do things

Highly self-motivated, self-directed, organized and attentive to detail.

Capability to move quickly between strategic and tactical

A resourceful self-starter with the ability to multi-task and ability to drive and complete initiatives independently

Team player with a \xe2\x80\x9ccan-do\xe2\x80\x9d mindset and strong ability to work well with cross-functional stakeholders across various levels

Excellent communication and interpersonal skills

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