VP Customer Experience – Chatbot, Digital Bank
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 112 lượt xem
Ngày cập nhật: 16/01/2019
Thông Tin Tuyển Dụng
Hình thức làm việc: Toàn thời gian
Chức vụ: Nhân viên
Ngành nghề: Dịch vụ khách hàng, Ngân hàng/ Tài chính
Mô tả công việc
1. Project manage the end to end implementation of Chatbot service
a. Serve as a key point of contact - For service provider, technology and operations team for the Chatbot implementation for the bank
b. Chatbot servicing strategy - Assist in the development of the overall Chatbot strategy for UOB across its digital initiatives
c. Vendor performance management - Help define the key performance SLAs for the service provider to successfully deliver the Chatbot servicing ambitions for the bank
d. Serve as the regional point of contact - for various country teams for ongoing support and management of Chatbot related improvement or enhancement requirements
2. Build and handle operational management requirements for Chatbot capability deployment
a. Banking intents and servicing flows - To design, develop and implement Chatbot capability in terms of various intents, servicing flows and customer experience testing of the flows
b. Identify different use cases for the implementation of Chatbot - Independently or in combination with other servicing channels to improve customer experience
c. Conduct customer and staff immersions -Synthesize staff and customer insights - Personas, journey pains, gains with regards to Chatbot experience and improve performance
d. Design escalation and interaction model with other channels – Design the escalation model for queries that cannot be managed by the Bot to other channels such as live chat and voice call functions
3. Build learning and knowledge management base for Chatbot
a. Work with product owners across different lines of businesses to build the FAQs required for Chatbot knowledge base consumption
b. Project manage tonality, quality and language of Chatbot responses
c. Review existing FAQs and assess suitability/ make changes based on business requirements
4. Build learning and ongoing enrichment process for bot performance improvement
a. Project manage and set up the ongoing annotation/ enrichment management team for Chatbot performance improvement
b. Design the ongoing enrichment management process with country teams and bot service provider
c. Conduct trainings for enrichment management teams
a. Serve as a key point of contact - For service provider, technology and operations team for the Chatbot implementation for the bank
b. Chatbot servicing strategy - Assist in the development of the overall Chatbot strategy for UOB across its digital initiatives
c. Vendor performance management - Help define the key performance SLAs for the service provider to successfully deliver the Chatbot servicing ambitions for the bank
d. Serve as the regional point of contact - for various country teams for ongoing support and management of Chatbot related improvement or enhancement requirements
2. Build and handle operational management requirements for Chatbot capability deployment
a. Banking intents and servicing flows - To design, develop and implement Chatbot capability in terms of various intents, servicing flows and customer experience testing of the flows
b. Identify different use cases for the implementation of Chatbot - Independently or in combination with other servicing channels to improve customer experience
c. Conduct customer and staff immersions -Synthesize staff and customer insights - Personas, journey pains, gains with regards to Chatbot experience and improve performance
d. Design escalation and interaction model with other channels – Design the escalation model for queries that cannot be managed by the Bot to other channels such as live chat and voice call functions
3. Build learning and knowledge management base for Chatbot
a. Work with product owners across different lines of businesses to build the FAQs required for Chatbot knowledge base consumption
b. Project manage tonality, quality and language of Chatbot responses
c. Review existing FAQs and assess suitability/ make changes based on business requirements
4. Build learning and ongoing enrichment process for bot performance improvement
a. Project manage and set up the ongoing annotation/ enrichment management team for Chatbot performance improvement
b. Design the ongoing enrichment management process with country teams and bot service provider
c. Conduct trainings for enrichment management teams
Yêu cầu ứng viên
• Bachelor’s Degree.
• PMP, Design thinking/ LEAN methodology certifications would be preferred
• Certifications in machine learning and/or natural language processing for Chatbot would be preferred
• Performing the role of a business lead/ project lead in driving Chatbot implementation for digital servicing requirements in large financial institutions/ banks is a must
• Strong understanding of Chatbot operating model and possible use cases of deloyment
• Good understanding of the consumer banking landscape in terms of products, functional teams, services and typical banking applications
• Good understanding of contact center functionalities and platforms
• Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
• Experience in customer immersions journey mapping and design
• Must demonstrate strong analytical, problem solving, communication and creative skills
• 6– 10 years of experience depending on the grade
• PMP, Design thinking/ LEAN methodology certifications would be preferred
• Certifications in machine learning and/or natural language processing for Chatbot would be preferred
• Performing the role of a business lead/ project lead in driving Chatbot implementation for digital servicing requirements in large financial institutions/ banks is a must
• Strong understanding of Chatbot operating model and possible use cases of deloyment
• Good understanding of the consumer banking landscape in terms of products, functional teams, services and typical banking applications
• Good understanding of contact center functionalities and platforms
• Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
• Experience in customer immersions journey mapping and design
• Must demonstrate strong analytical, problem solving, communication and creative skills
• 6– 10 years of experience depending on the grade
Quyền lợi được hưởng
- Under company's policy
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty
UNITED OVERSEAS BANK (VIETNAM) LIMITED
Central Plaza Office Building, 17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam
Người liên hệ: Recruitment team
Central Plaza Office Building, 17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam
Người liên hệ: Recruitment team
United Overseas Bank (Vietnam) Limited is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, ...Chi tiết
United Overseas Bank (Vietnam) Limited is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. In 1935, amid the economic uncertainties following the Great Depression, UOB Vietnam opened its doors to offer banking services for the merchant community in Singapore. Since then, UOB Vietnam has grown organically and through a series of strategic acquisitions. Today, UOB Vietnam is rated among the world’s top banks: ‘Aa1’ by Moody’s and ‘AA-’ by Standard & Poor’s and Fitch Ratings. Generations of UOB Vietnam employees for the past 80 years have carried through the entrepreneurial spirit, focus on long-term value creation and an unwavering commitment to do what is right for our customers and our colleagues. At UOB Vietnam, we believe in being a responsible financial services provider and we are committed to making a difference in the lives of our stakeholders and in the communities in which we operate. Just as we are dedicated to helping our customers manage their finances wisely and grow their businesses, UOB Vietnam is steadfast in our support of social development, particularly in the areas of art, children and education. ------ Why work with us? With a vision to be a premier bank in the Asia Pacific, we are looking for people who make a difference and who share our passion for growth and success. We reward performance, provide excellent training and help you carve a clear career path. At UOB Vietnam, we believe people are our greatest asset. This is why your talent and contributions will never go unrecognised. Besides a competitive remuneration which includes an attractive employee care programme comprising comprehensive staff rewards programmes, such as medical care, insurance cover, and a wide array of financial and banking incentives, our employees can also look forward to relaxing holiday facilities in Singapore and abroad. Be a part of our team today. Ẩn chi tiết
Bạn đang xem tin việc làm VP Customer Experience – Chatbot, Digital Bank trong ngành được tuyển dụng tại bởi UNITED OVERSEAS BANK (VIETNAM) LIMITED. UNITED OVERSEAS BANK (VIETNAM) LIMITED đang cần tuyển 0 người nhân sự với hình thức làm việc: Toàn thời gian cố định. Yêu cầu kinh nghiệm Không yêu cầu. Website tìm việc làm timviec24h.vn cập nhật tin VP Customer Experience – Chatbot, Digital Bank cách đây lúc 16/05/2019 00:00:00. Người tìm việc lưu ý không nên đặt tiền cọc khi xin việc . Chúng tôi luôn cố gắng đưa tin tức tuyển dụng nhanh và chính xác nhất cho bạn.
UNITED OVERSEAS BANK (VIETNAM) LIMITED
Địa chỉ: Central Plaza Office Building, 17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam
Quy mô: 500-999 nhân viên
Việc làm tương tự
VP Customer Experience – Chatbot, Digital Bank
Mức lương: Thỏa thuận | Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ