VP Customer Experience – Onboarding Process , Digital Bank
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 59 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
Responsibilities:
1. Responsible for the front-end design of customer journeys for the Digital Bank, collaborating with the Product, Credit, Marketing and regional Digital Banking teams.
Thoroughly understand the needs and behaviors of the addressed segments to design the end-to-end customer journeys and experience in the adoption of the self-service channels.
Rationalise and optimise the processes and data collection in those channels to fulfill the delivery of the value propositions to the customers by the Digital Bank in areas of acquisition and servicing, including the flow to non-Digital channels.
Lead immersion studies, usability testing and prototype creation with customers, stakeholders and staff. Experienced in influencing leaders across cross-functional and partner teams, and managing internal and external relationships.
Strong analytical and reporting skills including ability to identify issues and make recommendations for solution.
Participate actively in group and country roadmap planning in accordance to CoE ways of working, including country regulatory and sandbox projects.
Plan, coordinate and lead in user acceptance testing and live verification cut-overs with group and country stakeholders accordingly, including areas of test scenario development, test group(s) planning, etc.
2. Research and measure target customer’s experience with the Digital and non-Digital Bank.
Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
Ability to utilize digital platforms or digitization to lift customer experience, and roadmap deliverables from MVP to post-MVP phases.
Co-lead and project manage Local Regulatory Sandbox initiatives with GTO and local business and tech teams.
3. Regular engagement with Group and Local Compliance and AML teams to understand KYC landscape and changes to regulatory guidelines and frameworks.
1. Responsible for the front-end design of customer journeys for the Digital Bank, collaborating with the Product, Credit, Marketing and regional Digital Banking teams.
Thoroughly understand the needs and behaviors of the addressed segments to design the end-to-end customer journeys and experience in the adoption of the self-service channels.
Rationalise and optimise the processes and data collection in those channels to fulfill the delivery of the value propositions to the customers by the Digital Bank in areas of acquisition and servicing, including the flow to non-Digital channels.
Lead immersion studies, usability testing and prototype creation with customers, stakeholders and staff. Experienced in influencing leaders across cross-functional and partner teams, and managing internal and external relationships.
Strong analytical and reporting skills including ability to identify issues and make recommendations for solution.
Participate actively in group and country roadmap planning in accordance to CoE ways of working, including country regulatory and sandbox projects.
Plan, coordinate and lead in user acceptance testing and live verification cut-overs with group and country stakeholders accordingly, including areas of test scenario development, test group(s) planning, etc.
2. Research and measure target customer’s experience with the Digital and non-Digital Bank.
Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
Ability to utilize digital platforms or digitization to lift customer experience, and roadmap deliverables from MVP to post-MVP phases.
Co-lead and project manage Local Regulatory Sandbox initiatives with GTO and local business and tech teams.
3. Regular engagement with Group and Local Compliance and AML teams to understand KYC landscape and changes to regulatory guidelines and frameworks.
Yêu cầu ứng viên
• General degree
• Design thinking and human-centered methodologies
• Strong project management skills
• Experience in change management/process transformation projects preferred
• Experience in AGILE project implementation preferred
• Minimum 8-12 years of related experience in change management/ process transformation projects, with working knowledge in branch/channel operations or efficiency teams.
• Good understanding of banking processes, banking regulations especially Customer On-boarding Process regulated by State Bank of Vietnam, digital and mobile banking system functionalities.
• Possesses strong process mapping/re-engineering skills. Good understanding of L1, L2 and L3 process mapping.
• Proficient in AGILE project management methodology and user story crafting through PM platforms (e.g. JIRA).
• Worked with front, mid & back office on capacity and exception handling.
• Experienced in design and delivery of digital solutions to end consumers.
• Must demonstrate strong analytical, problem solving, communication and creative skills.
• Experienced in designing Customer Experience journeys with an appreciation for customer pain points and solutions will be an advantage.
• Design thinking and human-centered methodologies
• Strong project management skills
• Experience in change management/process transformation projects preferred
• Experience in AGILE project implementation preferred
• Minimum 8-12 years of related experience in change management/ process transformation projects, with working knowledge in branch/channel operations or efficiency teams.
• Good understanding of banking processes, banking regulations especially Customer On-boarding Process regulated by State Bank of Vietnam, digital and mobile banking system functionalities.
• Possesses strong process mapping/re-engineering skills. Good understanding of L1, L2 and L3 process mapping.
• Proficient in AGILE project management methodology and user story crafting through PM platforms (e.g. JIRA).
• Worked with front, mid & back office on capacity and exception handling.
• Experienced in design and delivery of digital solutions to end consumers.
• Must demonstrate strong analytical, problem solving, communication and creative skills.
• Experienced in designing Customer Experience journeys with an appreciation for customer pain points and solutions will be an advantage.
Quyền lợi được hưởng
- Under company's policy
Cách thức ứng tuyển
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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
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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 – Onboarding Process , Digital Bank
Mức lương: Thỏa thuận | Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ