Operations Specialist, Front Office Support

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today

Bank of Singapore opens doors to new opportunities.

Start your career with Bank of Singapore as an
**Operations Specialist (Manager) **in our
**OneOps, Front Office Support Services** team

**General Description**
In this role, you will be responsible for providing support to Front Office with respect to Operations and Digital Services queries. The individual will have to ensure timely and accurate response to queries received.

**Main Duties**

**Query Management**
- Single point of contact for Front Office with respect to Operations and Digital Services queries.
- Respond to Front Office promptly for generic queries.
- Where advice is required from Support departments, liaise with the respective Support departments.
- Log, track and monitor all queries received to ensure response is provided to FO within SLA.
- Provide seamless, efficient, effective and value-added services to Front Office
- Close liaison and coordination with various parties, including Front Office and various support departments (Technology, Operations, etc.)

**Chatbot**
- Analyze and monitor the weekly performance of chatbot, including metrics such as response accuracy and user satisfaction to drive improvement.
- Collaborate with IT team to troubleshoot and resolve any technical issues affecting chatbot's performance.
- Manage and update intents that define the conversation interactions.
- Work with Subject Matter Experts to ensure that the FAQs loaded onto the Chatbot are up to date.
- Work with chatbot squad to enhance additional features and functionalities to enhance user experience and improve usage of chatbot.
- Conduct testing after the chatbot has been trained with new content and enhanced with additional functionalities.

**Others**
- Proactively review and enhance processing workflow to achieve improvements in operational efficiency and servicing.
- Engage in ad-hoc tasks as assigned by HOD/Team Head.
- Participate in projects as and when required

**Qualifications**

**Work Experience Requirements**
- At least 3 years of experience in Financial institutions, preferably in Private Bank
- Experience in client servicing is essential
- Experience and working knowledge in both Digital Banking Services and Banking Operations preferred
- Experience in project management related or chatbot related areas is a plus

**Education Requirements**

**Academic and professional qualifications**
- A high quality degree level education, and academic track record
- Strong knowledge of Excel and Powerpoint
- Knowledge of RPA/ HTML/ JavaScript/ Python/ Power BI is a plus.

**Personal attributes**
- Highly energetic and delivery focused, with the ability to deliver quality results with a positive and influential style.
- Service mindset and a bility to work effectively with both Front Office and Support staff, at all levels.
- Versatile approach and the ability to handle a varied portfolio of initiatives and a high workload.
- Ability to work independently & deliver under time pressure
- Highly organised with excellent attention to detail
- Creative thinking, problem solving and sound logical decision-making skills