VP/AVP, Chatbot Technology & Project Management Specialist, Institutional Banking Group Operations, Technology & Operations Permanent

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 candidate of this role will handle chatbot use case from requirement gathering to implementation into production system. Candidate will actively learn and bring clarity to our chatbot team working on transformational environment which is of ambiguity and uncertainty. The candidate will also learn industrial trend of chatbot/customer servicing technology and how such can be adopted in DBS to provide seamless digital experiences to our customers.

• Bring clarity and deliver results in transformation environment with uncertainty and ambiguity. Build alignment and actively seek solutions when facing challenges and delays from external teams/stakeholders
• Work closely with Product Owner and Project Team to design, build and deliver Chatbot/LiveChat enhancement and integration processes
• Facilitate requirements discussions/workshops to engage various stakeholders to elicit and validate business requirements/user stories, process workflow, data analysis and mapping
• Leverage the subject matter experts in T&O in delivery of structured and well-thought through solutions
• Identify risks and issues early, plan mitigating steps and communicate these to stakeholders in a timely manner
• Understand overall landscape of IBG customer servicing related products and processes. Identify and prioritise use cases suitable for chatbot
• Document/standardize the testing process and drive test automation

Requirements

• Minimum 5 years working as a Business Analyst, with experience in writing user stories / requirements specifications / functional specifications
• Good team player with strong interpersonal skills. Able to work under pressure, to collaborate with teams of multi-cultural and multi-locations
• Proactive and able to bring clarity and work in transformation environment with uncertainty and ambiguity
• Can build alignment and actively seek solutions when facing challenges and delays from external teams/stakeholders
• Good knowledge and experience of customer servicing products and processes in Finance
• Deep understanding of chatbot development, technology and tools
• Good written and verbal communication skill, demonstrating success presentation in a clear and compelling manner to cross-functional stakeholders that persuades action or decision
• Able to empathise and collaborate with stakeholders across functions and at all levels, enduring partnerships and teamwork
• Ability to thrive in a dynamic and rapid evolving environment
• Ability to multi-task, work independently and perform well under pressure

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.