Senior Channel & Platform Development Manager - Channel & Transaction Management

Position Summary

The incumbent will support the Section Head/Senior Manager in formulating and executing digital strategies and delivery. They will be responsible for planning, developing and managing the Bank’s service delivery channels to meet business objectives and enhance customer satisfaction. 

Responsibilities

• Understand customer’s feedback and complaints on using digital products; verify customer’s feedback and complaints in testing environment, and explore new solutions to resolve customers’ usage problems and technical issues
• Identify defects and work with technical teams to provide solutions of defects on various channels such as Internet Banking (BEA Online) and Mobile Banking, etc.
• Handle inquiries from both internal and external customers, including those from regulators such as the Hong Kong Monetary Authority ("HKMA"), Hong Kong Association of Banks ("HKAB"), and others
• Evaluate new ideas and features for channel and propose service enhancements in line with market best practices
• Evaluate and manage risks on channel development and enhancement
• Gather, define and analyse users’ needs and requirements of the Department and others related banks’ products / customers’ feedbacks and opinions as well as complaints on existing systems, services and business / operation processes to explore opportunities to perfect various channels and for further enhancement and streamlining
• Review and provide feedback on system development documents throughout the SDLC cycle
• Review and comment on functional specifications / screen flow and screen layout, as well as channel manuals / training materials / user guide / FAQs
• Manage all aspects of system development project, such as User Acceptance Test (“UAT”) planning / UAT execution (if any) / progress / result and rectify the findings / irregularities; timely update the project progress and report to supervisor if any irregularities
• Conduct post implementation review and control plans; ensure the standardization of disclosing channel information, features, risks, fees and charges to customers throughout and after channel delivery
• Liaise with Information Technology Department (“ITD”), vendors, external parties or internal operation / business units in various stages of System Development Life Cycle
• Provide guidance and direction to team members in performing the assigned tasks and provide on the job training where necessary
• Conduct training / briefing to end-users / staffs on new initiatives or enhancements, and enhance user experience for all digital banking products

Requirements

• University graduate in Business Administration, Finance, or relevant discipline
• Preferable over 8 years’ experience in banking sector; with ideally 3-5 years’ experience in a supervisory/ team leading position
• Equipped with good understanding in banking products and operations   
• Experiences in digital banking, digital transfer & payment, digital wealth,  security, and data privacy activities
• Sound knowledge in banking operations, procedures, rules and compliance requirements
• Proven experiences on handling innovative banking products is an advantage
• Able to lead a team to ensure service quality
• Good interpersonal, communication and presentation skills
• Good command of both spoken and written English, Chinese (Cantonese and Mandarin)
• Ability to work under pressure and tight time lines