Analyst, Channel Management, Digital, Consumer Banking Group Operations

Job description

Business Function 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 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 Digital revolutions are set to change the way we live, work and play. That’s why we’ve spared no effort in ensuring we are at the forefront of this new generation. Our new digital banking initiative will focus on creating innovative products and services to integrate banking into our customers' digital lifestyle. The Digital Banking team plays an instrumental role in DBS's push in the innovation space. We lead the digital strategy for consumer banking and build the foundations critical for the desired digital customer journey. The candidate will not only have the opportunity to work across multiple channels and learn about our digital engagement strategy but lead in the domain of fraud and security. Key Accountabilities - Supporting DBS digital channels to achieve omni customer experience, digitization & build best in class digital journeys, include owning the end-to-end digital journeys across pre-login (public websites) and post-login (online & mobile banking). - Assist team lead in planning and implementing new digital capabilities and initiatives supporting Digital and CBG Hong Kong objectives, which include channel budget, resource, planning and tracking. - The role will require close collaboration with key partners across the bank, such as Technology, Products, Information Security, UX designers to come to together to deliver the wider banking strategy. Responsibilities - Build a joyful experience across internet banking, mobile banking and public web. - Develop, align and execute the digital roadmaps and propositions to the CBG Hong Kong vision and priorities. - Exercise influence over the digital banking customer experience end-to-end journeys from onboarding to authentication and across common functionalities for Retail and Wealth segments. - Monitor channel budget for technology initiatives, effectively allocate digital squads’ resources to deliver key initiatives. - Drive and meet core digital channel performance on availability and reliability. Work closely with technology to drive overall channel performance and resiliency. - Input and review requirements for channel initiatives and lead implementation in partnership with stakeholders. - Drive customer immersions and champion voice of customers by means of quantification (data) and qualification (verbatim) with stakeholders - Drive and develop ways to improve customer engagements and conversions across journeys on digital platforms - Optimise data centric day to day operation including data analysis, data report control and perform monthly data research tasks - Collaborate with team of web content specialists and designer, ensuring UX and content management standards are met. - Oversee Digital Banking operations, expenses, budget, business continuity measures and risk reporting. Requirements - At least 5-7 years’ experience in managing digital platforms, initiatives or enterprise web sites. - Past Technology management, Project Management or Product Owner experience would be advantageous. - Strong interpersonal and communication skills with the ability to simplify complex topics, create and deliver effective presentations to engage senior stakeholders. - Strong business sense, especially on digital development, yet understand technical concepts and jointly work with Agile squads and other business teams. - Highly adaptable, self-starter, ability to deal with ambiguity, thrives in fast-moving and high-growth environments, bias towards action. - Keen interest in emerging digital trends and how to apply them to improve our digital customer experience. - Self-motivated with a strong sense of ownership and accountability.- Knowledge of UX design, customer discovery and Adobe Analytics is helpful. 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. We regret only shortlisted candidates will be notified.-en Location: Millennium City 6 Job: Operations Schedule: Regular Employee Status: Full time