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).
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.
