DBS Bank LimitedDBS has been named “World’s Best Digital Bank” and “Best Bank in the World”. With a presence in 18 markets, headquartered and listed in Singapore, DBS is at the forefront of leveraging digital technology to shape the future of banking. At DBS, we make things...

DBS Bank Limited

DBS has been named “World’s Best Digital Bank” and “Best Bank in the World”. With a presence in 18 markets, headquartered and listed in Singapore, DBS is at the forefront of leveraging digital technology to shape the future of banking. At DBS, we make things simpler for people, to help them live more and bank less. Join us, and together we can make banking joyful for everyone.

Associate/Senior Associate, Data Specialist, Customer Center, Technology & Operation

Job level Entry
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Banking
Job function Information Technology > Others
Published On 26/05/2022
ref. 2200003T

Job Objective

 

The position is mainly to assist the Vice President of Operations Data team to formulate timely and accurate MIS reports by providing observation and recommendations for services improvement of CBGO.  He/She is also required to perform data analytics for Demand Management, Process Re-engineering and develop / maintain dashboard, key indicators for leadership team to track key metrics. He/She will assist the manager in creating a positive culture of collaboration within the organization to drive data-driven operating model to find insights to do call avoidance and boost digital adoption.

 

Principal Responsibilities

 

MIS

    1. To assist the team head to formulate strategies and plans in align with bank’s objectives and leading the team to achieve team’s business goals and targets.

    2. To produce and deliver quality and timely MIS reports and share analytical in-sights with management

    3. To develop the effective and efficiency way to compile the MIS data for MIS data maintenance. 

 

                                                                                                          

 

Data Analytics

    4. To manipulate data from various data sources for statistical studies and reviews

    5. To review and analysis the data from operations and call centre areas for team leads to implement operations process transformation, uplift customer experience, and enhance productivity

    6. To design and implement dashboards

    7. To liaise with stakeholders to facilitate the data requirement and logistics

    8. To streamline execution of the end-to-end data management process to improve the productivity and efficiency

    9. To conduct periodical review and health check to ensure accurate data are generated for study and analysis

   10. To draw insight from data / dashboards to identify opportunities & recommendation to users in call diversion and digital adoption

 

Key Accountabilities

     * To optimize service and quality levels to ensure the most efficient use of valuable staffing resources of Customer Center

     * To ensure the smooth daily operations of the teams with compliance on guidelines and measures of Control and Compliance as set out by the Bank

     * To develop and maintain dashboards, key indicators for leadership team to track key metrics

     * To support in the demand management initiatives and measure the outcomes

     * To draw insights from data to recommend & optimize operation procedures to uplift operation efficiency

     * To document data process into standardized operating procedures

 

Requirements

     * Degree holder in Information System, Statistics, Management Science, Mathematics, or related disciplines

     * 4-7 years relevant experience in banking or financial industry, preferably in Big Data or Business Analyst.

     * Consumer banking operations, customer centre or wealth management operations experience is preferred

     * Process transformation experience is preferred

     * Good knowledge in Big Data, AI and Machine Learning including Data Lake architecture, Python, SQL and dashboard tools like Qlikview, Tableau, Power BI, etc. 

     * Be data sensitive with sound presentation skills

     * Good interpersonal and communication skills

     * Independent and with can do attitude

     * Ability to work under tight deadline and handle multiple projects

     * Excellent command of written and spoken English and Chinese