You will lead a multidisciplinary team as part of a broader portfolio to design, develop and deliver systems and processes to support our Operations and Customer Service Teams. You are a digital native with a natural intuition for design and technology, coupled with a strategic mindset. You are comfortable working in a fast-paced environment with high degrees of ambiguity, get excited by solving complex problems and are happy to roll your sleeves up and get things done.
Provide insights into product, technology, and market trends, pre-empting imminent disruptions and identifying opportunities for acceleration.
Deliver the best-in-class customer experiences, ensuring operational efficiencies and practical tools and workflows for operations and customer facing teams.
Stay abreast of new features, identify possible outbreaking updates or changes within the sector, inform the teams about the changes and possible usage scenarios in our services.
Gather, track and manage user comments, bank needs, concept testing, analytics tools.
Facilitate the build and testing of operational and customer services processes, systems, and reporting capabilities.
Ensure the Operations Tech Services are running 24/7 with very high response within the shortest response time.
Ensure releases are smooth for both internal and external customers and all services are working as expected.
Work closely with business analysis, UX teams and technology teams to plan the product features backlog, prioritize, evaluate, and deliver the initiatives. Ensure all teams have an adequate amount of prior prepared tasks to work on.
Design, monitor and report on KPIs, measure effectiveness of features and sharing results and insights within the organization.
Solid experience in product ownership and platform as well as service delivery with a strong technical background.
Fluent English and Cantonese.
In-depth knowledge and hands-on experience with agile development methodologies.
Knowledge and experience working with Operations and Customer Service teams.
Outstanding communication, presentation, and leadership skills.
Ability to manage time and schedules to meet aggressive deadlines and influence through persuasive written and verbal communication.
Exceptional interpersonal and communication skills.
Sharp analytical and problem-solving skills.
An ability to think strategically and creatively.
Attention to details.