1. Product development and innovation
- Understand digital customer insight and design digital accounts to serve
Clearly understanding on E2E process, start from customer on-boarding until customer engagement and attrition reduction
Regular tracking and reporting of competitors’ development (inclusive of fintech) to ensure our propositions remain competitive.
2. System and process support
- Participate in business requirement & user acceptance testing (UAT) & ensure problems identified during UAT are rectified prior to launch.
Clear on customer experience to simplify workflow & process and build convenience & accessibility
Drive activities required to ensure smooth implementation of new product and/or enhancement. This includes working closely with multiple stakeholders across Business, Operations and Technology to ensure operational processes are mapped out, agreed and properly staff prior to launch. Develop appropriate operational procedures for products, services and systems (where applicable).
3. Governance
- Timely review and completion of product reviews
Partnership with group compliance and legal team to navigate regulatory complexities and ensure necessary approval is obtained prior to the launch of product or solution.
4. Business and Performance tracking
- Develop performance tracking report and process. Closely monitor performance post launch and provide regular updates to country and regional stakeholders.
Track and research customer issues/complaints and act independently to resolve them.