Project & Systems Officer, Contact & Digital Service Center #SGUP

Job Responsibilities:

1. Understanding customer journey from various touchpoints (eg. Chatbot, Voice Portal, Internet banking etc) and apply thought design to the digital platform to enhance customer experience
2. Prepare user requirement which includes end to end customer and user Omni channel journey ( eg Inbound calls, Chat Services, Social Media, Emails)
3. Work with appropriate stakeholders to produce detailed estimates for costing and present strong business case for prioritization of the proposed solutions. This includes assessment of current to future state, with holistic view from business operations, systems and customer impact dimensions
4. Liaise with technology teams to ensure functional specifications, flow charts, diagrams and setup are as per requirements specified
5. Create test scripts according to requirements including negative scenario testing
6. Plan and perform User-Acceptance Testing (UAT) of systems and changes to be implemented so as to ensure smooth and seamless roll outs
7. Report UAT progress and escalate all issues encountered in a timely manner and ensure that UAT is completed as per timeline provided
8. Coordinate and work collaboratively with different business units and technology teams to ensure successful delivery of projects and  change requests
9. Actively participate in system maintenances, identify opportunities for process improvements and supports related systems changes
10. Manage productivity impact by reporting incidents in a timely manner and track incidents reported to ensure closure
11. Perform ID administration within the stipulated guidelines for Contact Centre users:

• Track and prepare monthly Contact Centre KPI/ MIS reports.
• Identifies trends & areas for improvement in the analysis of Division’s Business reports which measures Division’s KPIs & reviews new initiatives or work that are undertaken by the Contact Centre

Requirements:

• A university degree holder in any discipline
• Knowledge of and experience with Contact Centre processes and system improvement roles will be an advantage
• Meticulous, analytical, creative, change-oriented, assertive and resourceful:

1. Enjoy taking a hands-on approach to learning and understanding how   things work
2. Good team player who is independent and self-motivated to work in fast-paced environment
3. Ability to handle multiple priorities and work under deadline pressures
4. Good knowledge in credit card products and/or retail banking

• Effectively bi-lingual in English and a second language (written and spoken)
• Highly proficient in Microsoft Office / Powerpoint / Excel applications
• Experience with Chatbot and Voice Portal systems are an advantage
• Knowledge of Confluence and JIRA systems is a plus

Competencies to Learn

1. Develop and improve skills in set up, maintain and troubleshoot computer network, servers and support application maintenance and deployment.
2. Exposure and experience handling various in-house systems and networks used in a Contact Centre various touchpoints (eg. Chatbot, Voice Portal, Internet banking etc) as well as agent user experience

Start your application process with our virtual recruiter, Jonus, via Whatsapp at +65 8241 0926.

Alternatively, you may click on the link “Chat with Jonus” to begin your application process.