Rank: Officer
Work Set-up: Hybrid (3x a week on-site, 2x a week work from home)
- Develop new features and enhancements that provide business value or support platform objectives
- Create and review business requirements and collaborate with applicable stakeholders to ensure consistent customer experience
- Ensure quality of features through various UAT activities and collaborates with internal and external partners for the timely delivery of features
- Complaints Management - Responsible for day-to-day support, handling inquiries related to digital platforms from branches, contact center, and other business units. They manage escalated complaints from retail clients, collaborating with platform development and technical teams to resolve issues encountered in production. Additionally, the officer monitors daily platform statistics, OTP delivery status, and maintains relationships with aggregators.
- Risk Management Continuously assesses the risk associated with platform features and services to ensure transactional security and compliance with standards.
- Incident and Problem Management - Collaborates with relevant units to resolve production, communicates scheduled and unscheduled system downtimes, emergency incidents, and ongoing system problems to internal bank units. For external client communications, the platform management officer coordinates with platform business owners or the corporate affairs communications team.
Qualifications
- Must have a bachelor's degree in Business Administration or other related courses
- Knowledgeable in MS Office Apps, Presentation Apps, and Data Analytics Apps
- Must have a t least 2 years related work experience, or as Project Manager or Business Analyst
- Must have background in financial services industry, customer service or marketing
- Communication Skills - Excellent written and verbal, including the ability to communicate complex technical concepts to non-technical audiences
- Leadership skills - Ability to lead and motivate teams, foster collaboration, and drive results
- Problem-Solving skills - Ability to identify and solve problems effectively, both technical and organizational
- Has decision-making skills - Ability to make informed decisions based on available data and analysis
- Able to work on a flexible hour or during weekends, only when needed
- Has High level of understanding of the operations and management of non-traditional transactional platforms such as (online, mobile applications)
- Has knowledge on relevant bank regulations and compliance requirements
- Has stakeholder management skills - ability to effectively communicate with and manage expectations of various stakeholders, including business units, IT teams, and external vendors
