Platform & Process Analyst

Trust is the first of a new breed of banks in Singapore - digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

As a **Platform & Process Analyst** you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high quality products for our customers.

In this role, you will drive data-driven initiatives with focus to improve effectiveness and efficiencies of Customer Service platform and processes. You should be highly analytical with a knack for analysis, math and statistics. Critical thinking and problem-solving skills are essential for interpreting large amount of data.

**The Role Responsibility**:

- Identify areas of improvements in work processes and work with various stakeholders on any process engineering
- Perform analysis on large data sets and be able to distill them into actionable items
- Drive data-driven initiatives or system features/enhancements which meet business needs and is aligned with CS product vision
- Develop, track and monitor metrics to measure outcomes/outputs of data-driven initiatives
- Assess the effectiveness and accuracy of data sources and data gathering techniques
- Propose, prepare and create important data points for development of CS data dashboards for governance and reporting purpose
- Support in production issues and this includes overseeing end to end until issue is fixed
- Plan, organize and participate in UAT for any system enhancements using Agile Methodologies
- Support process improvement initiatives and identify broken journeys through data analysis
- Evaluate operational efficiency on a regular basis and identify opportunities for improvement
- Perform ad-hoc analysis and present information using data visualization techniques
- Prepare training decks on changes to ensure timely dissemination of information to CS teams

**Role Specific Technical Competencies**:
Skill

Target proficiency level

Knowledge of Contact Centre metrics

Core

Data-driven Strategy Formulation

Advanced

Data analytics

Advanced

Tableau/SQL/Python

Core

MS Office Excel, PowerPoint

Advanced
- University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
- Good understanding of Banking and Financial products
- Experience using business intelligence tools (e.g. Tableau)
- Practical experience in agile/SCRUM methodologies alike
- Knowledge of the Bank's Control Framework and Governance Structure preferred
- Superior listening, written and verbal communication skills required
- Service-oriented with positive attitude to drive differentiated customer experience
- Experience Agile way of working and tools (Jira, Confluence, Slack, etc)

**Come as you are** Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that's what we care about. So come as you are.

**Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind.** We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.