Senior Associate / Associate, PayLah Product and Quality Delivery Manager, Consumer Banking Group

• Management of PayLah! customer production issues raised by touchpoints (Customer Centre, Branches, feedback & verbatims) to identify root cause(s), resolution(s), and fix(es) by working with various stakeholders including technology teams.

• Validate and/or perform investigations on potential issue scenarios raised by customers which could be tech or non-tech related.
• Daily tracking of service requests from touchpoints on PayLah! issues faced by customers and to perform follow-up to ensure service requests are addressed promptly and resolved within SLA.
• Lead and own regular ticket meetings with technology team to ensure incident tickets are addressed promptly and resolved within SLA.
• Raising of incident to technology team for investigation and fixes where applicable, maintain and track records of issues reported.
• Monitor and manage tracking of progress of issues escalated to technology team including aging of incident tickets.
• Update touchpoints on issues resolution or follow-up where required.
• Perform analysis on the types of issues raised to identify potential critical problem(s) and to analyse issue trend and tech resolution turnaround time to identify opportunities to improve overall issue resolution turnaround time.
• Provide user acceptance testing (UAT) and live verification support to verify fix(es) developed and implemented.
• Manage, track and analyze application's customer satisfaction scores and feedback from 5-star logout survey and app store rating verbatims.

• Collate and prepare 5-star logout survey data for monthly Customer Satisfaction Scores submission.
• Review and investigate customer queries requiring support - Conduct initial investigation and assessment for issues/disputes before escalation to relevant parties.
• Analyse current and past trends to identify potential factors causing negative customer impact, to recommend opportunities for improvements on current/new customer journeys.
• System/application downtime management support to ensure communications are delivered promptly to impacted customers and touchpoints.

• Set-up and manage monthly roster planning for downtime message(s) setup on PayLah! app.
• Maintain standard operation procedure documenting the type of PayLah! app message presentment options and messages to be used during downtime.
• Draft memo and communications to touchpoints to provide updates on impact and progress.
• Manage and setup downtime messages on PayLah! app.
• Design test and regression scope to support user acceptance testing (UAT) and live verification under DBS Rewards and campaigns related quality delivery.

• Plan, develop and execute test cases (as part of UAT/Live Verification) based on identified issue root cause(s), fix(es) required and user requirements.
• Work with Rewards business teams on new features and development to identify book of work/backlog to be completed per business requirements to deliver the agreed outcomes.

• Minimum 6+ years of working experience
• Meticulous and thorough in examining information and data
• Able to analyze complex problems and derive logical solution options
• Self-starter who initiates to understand and improve processeses, ensuring efficiency and effectiveness
• Able to communicate and collaborate with multiple stakeholders within the bank and across different functional teams
• Influencing and collaborating with large technology/delivery teams
• Strong communication skills, both written and verbal, including good level of data storytelling skills
• Able to prioritize tasks, manage time effectively and maintain a structured approach to work
• Financial services and/or digital payment experience will be advantageous

DBS Bank