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.
The role needs to deliver and support ITAS (IT & Application Support) Eco System mainly to capture, track and manage service request and IT issues for regional countries (SG, HK, CN, TW, IN and ID).
Primary Role/Responsibilities
Potential candidate will need to work on ITAS Build (BA/PMO): Actively involve in discovery, define, develop and deploy across ITAS workstreams (AskIT, IT Help, IT Service Board & Tech Workbench) –
- Schedule regular cadences with Journey Sponsor, Workstream Leads and all stakeholders, co-ordinate deck, prepare file notes and follow up action items
- Support/facilitate for all workstreams:
- Requirements gathering, analysis and design for ITAS journey / workstreams for end users and service engineers, working with all workstreams, FoW, EASRE, Group Design etc.
- Issue resolution
- Review and refine UAT test cases
- UAT & live verification for rollout
- Maintain and track burndown of backlogs, ITAS workplan for all MVPs, interdependencies among the workstreams
- Validate with end users and application teams on design /prototype for ITAS rollouts e.g. validate the labelling for applications/services migrating from iService to AskIT
- Prepare deck / status reporting on ITAS Journey
- Collaborate with relevant parties on EDM related to rollout for ITAS
Potential candidate will also be involved in ITAS Operate (BAU): Actively track and review actionable insights and observability from ITAS Control Tower for ticket SLA.
- Review and follow up with support teams on ticket SLA (missed SLA, high ticket volume, high transfer volume)
- Review and follow-up on negative sentiments/feedbacks from Employee Experience survey and ticket feedback, escalate if required
- Collaborate with HR Learning on mandatory training for service engineers
- Recognition for service engineers and top performing app teams
- Support Arbitration Team in processing ticket transfer request, handle dispute and ageing cases escalated by users /service engineers
- Track and report on ITAS driver and outcome metrics
- Schedule bi-weekly cadence with LOBs / markets, prepare file notes and follow up on any action items
- Maintain and burn down backlogs as prioritized for ITAS Operate
- Perform UAT For D’Concierge / iService enhancements/fixes
Requirements
- Bachelor’s Degree or equivalent qualification
- 5-10 years of experience in Business Analyst role for business process & technology change within financial institutions.
- Knowledge in both Agile and waterfall methodologies preferred
- Strong quantitative, analytical, problem solving and process/system architecture/data structure design skills
- Able to translate user requirements and analysis into technical requirements, and solution to meet objectives
- A self-starter and learner who takes the initiative to challenge the status quo
- Detail oriented and able to joint the dots for bigger picture
- Good written and verbal communication skill, able to present and facilitate meetings & workshop
- Able to empathize 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
- Ability to look beyond individual issues to identify broader themes with wider-reaching impact
- Passionate on driving changes, can flex between a team player and team leader and possess a can-do attitude in face of challenges
- Experience/Technical skills relating to Data Analysis, VBA &/or emerging/new technologies will be an added advantage
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.
