Details of the Division and Team:
- You will be part of resolution desk within wealth management (WM) APAC supporting wealth management application.
- Resolution desk will be the first point of contact for WM APAC business / Operations on any queries they might have on the Wealth management application.
- Role would require candidate to work with business / operations closely to solve the problems which they might face in wealth management application which could be a business queries / system issue / training issue / process issue.
- Understand the user issue and provide support to solve the problem end to end. In terms of business-related queries / system related queries / training related queries, resolution desk is expected to solve the problem by referring to user guides and if the issue reported is related to bug in system or infrastructure in system redirect to the respective teams to fix the problem and communicate to user on the update.
- Functional Testing would be another focus area where candidate needs to support/test/coordinate on behalf of users, operations, and testing teams potentially including test plans, test cases, test-data, and review of interface testing, between different applications, when required.
- Close interaction and relationship building with key stakeholders from both Business and Technology.
What we will offer you:
A healthy, engaged and well-supported workforce is better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its center.
You can expect:
- Flexible benefits plan including virtual doctor consultation services
- Comprehensive leave benefits
- Gender Neutral Parental Leave
- Flexible working arrangements
- 21 days of annual paid leave, plus public holiday & Flexible Working Arrangement
Your key responsibilities:
- Support user functional/business queries via phones / emails
- Work closely with business and IT Vendor / IT L3 support team to get the issue resolved based on the priority.
- Manage end to end co-ordination of the tickets assigned with prioritization of incoming requests.
- Make proposals to further improve business processes and enhance value of the Service Desk, focusing on lean and value-added services for end-customers; respectively minimize overall outsourcing cost for DB.
- Understand the business process and WM operations to support business queries.
- Flexibility in work hours will be required based on the priority of the issues.
Your skills and experience:
- Minimum 3 years of relevant functional support experience within the Wealth Management domain in the financial services sector.
- Proven experience in a production support environment.
- Proven experience in a client/ front office facing role from an operational point of view.
- Knowledge in using any core platform like Avaloq, T24 from systems point of view of how transactions are to be booked / processed in a core banking system e.g. different legs of complex products, fees schedules to be set-up in the system, etc is required.
- An end-to-end view in the product booking and understanding of the different steps and different intervenient / interdependencies in the system.
- Works closely with all relevant stake holders and co–ordinate end to end for the problem raised to get the resolution until remediation.
- Confident and take the ownership of a problem to be a single point of contact for tickets assigned until it is resolved.
- Cross country interaction and relationship building with specific focus on SG & HK region.
- Proficiency in Mandarin and Cantonese language as this role will be required to liaise with teams in Hong Kong
- Excellent interpersonal and conflict resolution skills, ability to interface with all levels of management.
- Expectations and stakeholder management
- Ability to effectively prioritize and multi-task in a high-stress, high-pressure environment.
Role is required to be performed on-site at One Raffles Quay office. Relevant vaccination requirements may apply.
How we’ll support you:
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs
- Training and development to help you excel in your career
- Coaching and support from experts in your team
About us and our teams:
Deutsche Bank is the leading German bank with strong European roots and a global network. click here to see what we do.
Deutsche Bank & Diversity
We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
We welcome applications from all people and promote a positive, fair and inclusive work environment.
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