Senior Business Support Officer

2 September 2019
Senior Business Support Officer

Essential Skills & Competencies:

  • Minimum 3 years’ experience in a related position
  • Demonstrate a strong understanding of digital channels technical operations and support
  • Strong skills in hypothesis generation, data identification, statistics and testing principles
  • Very good command of both written and spoken English

Job duties

  • Conduct business process reviews to identify, document, and classify process-related pain points with likely technology levers for prioritization based on impact potential (e.g., revenue impact, service quality consequences, cost implications)
  • Develop scenarios and success criteria for user experience testing
  • Lead UAT testing as needed for new features and functionality.
  • Keep track of customers’ issues and oversee their prompt resolution.
  • Continuously analyze user requirements to develop and provide solutions
  • Ensure timely delivery of reporting and insights, and build user-friendly answers to basic questions
  • Create a baseline understanding of the digital user experience performance and build a process to streamline measurement
  • Ensure compliance of SLAs
  • Continual Service Improvement by recommending upgrades or changes to the digital channels for increased performance and business benefits
  • Develop Business Continuity plans for the digital channels
  • Ensure (new and existing) branches and contact center users are effectively trained and confident in using digital applications
  • Deliver new starter training for all digital applications
  • Proactively monitor incidents and requests to improve service levels, work flows and training materials
  • Act as the first point of contact for all internal enquiries
  • Portfolio management, measurement, and reporting track, measure, and report on all activity across the digital channels.
  • Work closely with the back office team to continually track and communicate health and risk in this area.
  • Perform other duties and projects as assigned

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