e-Banking Manager (Chatbot Management)

eBanking Manger Chatbot



Responsibilities:

• Bring clarity and deliver results in transformation environment with uncertainty and ambiguity; 

• Work closely with Product Owner and Project Team to design, build and deliver; Chatbot/LiveChat enhancement and integration processes 

• Facilitate requirements discussions/workshops to engage various stakeholders to elicit and validate business requirements/user stories, process workflow, data analysis and mapping; 

• Leverage the subject matter experts in T&O in delivery of structured and well-thought through solutions; 

• Identify risks and issues early, plan mitigating steps and communicate these to stakeholders in a timely manner ;

• Understand overall landscape of IBG customer servicing related products and processes; Identify and prioritise use cases suitable for chatbot;

• Document/standardize the testing process and drive test automation. 

Requirements:

• Minimum 5 years working as a Business Analyst, with experience in writing user stories / requirements specifications / functional specifications; 

• Good team player with strong interpersonal skills. Able to work under pressure, to collaborate with teams of multi-cultural and multi-locations; 

• Proactive and able to bring clarity and work in transformation environment with uncertainty and ambiguity; 

• Can build alignment and actively seek solutions when facing challenges and delays from external teams/stakeholders; 

• Good knowledge and experience of customer servicing products and processes in Finance ; 

• Deep understanding of chatbot development, technology and tools;

• Good written and verbal communication skill, demonstrating success presentation in a clear and compelling manner to cross-functional stakeholders that persuades action or decision; 

• Able to empathise and collaborate with stakeholders across functions and at all levels, enduring partnerships and teamwork;

• Ability to thrive in a dynamic and rapid evolving environment.