Senior Associate/Associate, Strategic Initiatives Business Analyst, Group Operations Capability Cent

Business Function

Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

 Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

Responsibilities

• Support software development projects and initiatives to improve Contact Centre operations, employee journey and overall customer experience.
• Ensure smooth delivery of Contact Centre system enhancements in Banking (such as CRM and telephony) and fixes through comprehensive testing.
• Preparation of test cases based on user requirements, executing cases, and collaborate with developers to ensure all issues are resolved before release.
• Strong ownership of assigned projects and ensure tasks are completed to meet project timeline.
• After office hours and weekend/PH work are expected to support releases during off-peak hours.

Requirements

• Diploma or Bachelor’s Degree in Computer, IT, Engineering or Business equivalent.
• Good understanding of Software Development Lifecycle (SDLC)
• Proficient in productivity tools such as Microsoft 365, Jira, Confluence, Figma, etc.
• Experience in Agile Project Management and Customer Service is preferred.

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.

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