Job Scope

• Management of reported day-to-day digital customer issues to achieve customer satisfaction and friction less experience on our digital channels.
• Perform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with technology.
• Perform and support activities such as providing timely customer communications and user training.
• Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
• Liaise with touch points on customer resolutions and/or service recovery.
• Provide investigation support, track and monitor of reported customer issues escalated from front-office.
• Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
• Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and Root Cause Analysis (RCA).
• Initiate periodic meetings with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
• Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
• Collaborate with journey owners to resolve identified customer journey gaps.

Job Qualifications

• Degree in Banking, Finance, or equivalent
• Minimum 3 years' experience in the customer service and production support or banking industry preferably with excellent knowledge on retail products
• Experienced in digital channel management and gathering business requirement.
• Good understanding of banking products and related processes
• Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships with clients and stakeholders.
• Possesses a positive attitude and a customer-centric individual, and can think out of the box
• Keen interest in emerging digital trends and how to apply them to improve our digital customer experience.
• Ability to analyse and resolve problems with the use of data and customer feedback.
• Self-motivated with a sense of ownership and accountability.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy