Job Description

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 majority of the Bank\'s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Ideate and create customer journeys to improve on quality and to improve our adoption rate
• Use data and analytics to find opportunities for continuous improvement of the chatbot user experience
• Re-engineer the end-to-end process, analyze and review operations solutions
• Liaise with stakeholders on initiatives - from conceptualization to implementation
• Build business case, get endorsement and approval for each initiative
• Conduct requirement gathering workshop, review, and document requirements artefacts
• Work closely with technology teams and country teams to ensure timely delivery of project
• Design, lead and participate in user acceptance testing (UAT) of self-service capabilities
• Manage benefits realization with stakeholders post implementation
• Support and manage all required management reporting for each initiative

Requirements

• Degree/Diploma holder in any discipline with at least 2-3 years\xe2\x80\x99 experience in project management and/or business process improvement initiatives. Preferably with project life cycle experience in Chatbot and Contact Centre areas
• Proven track record and experience in managing change management projects
• A hands-on team player who can see the big picture, possesses a can-do attitude and able to handle ambiguity
• Strong interpersonal, coordination and planningskills
• Excellent oral and written communication skills
• Good, sound knowledge of banking and technology
• Proven analytical skills with ability towork on multiple tracks/ tasks
• Highly proficient in Microsoft 365, JIRA and Confluence
• Candidate must be comfortable working in DBS Asia Hub - Changi Business Park and other sites as required

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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.

DBS Bank