Overview: Our vision is to improve the quality and the cost efficiency of the projects as well as of the day-to-day services. Furthermore, we are constantly optimizing our processes to reduce our application and project risks.
Roles and Responsibilities: The resource will join Bank Resolution desk who will be the first point of contact for WM APAC business / operations or other steams of WM APAC for any queries or issues on WM application.
The System issues which requires further technical analysis will need to assigned to Level 2 support and follow-up on the ticket until closure.
Role would require candidate to analyse the queries / issues raised by users, map them with original requirements given and guide business / operations with a solution / process.
Functional Testing would be another focus area where candidate needs to support/test/coordinate on behalf of users, operations, and testing teams.
Close interaction and relationship building with key stake-holders from both Business and Technology is a must.
Daily activities would be as below
Resolution desk will be the first point of contact for WM APAC users on any system issues / queries.
The queries can be on business process or system training or usage.
Support the user queries on emails/ phone
Work closely with business and Other IT teams to solve the issue reported by users until closure
Analyse the impact of the issue and prioritise the same accordingly
Communicate to users on the issue and its impact with the next steps
Make proposals to further improve business processes and enhance value of the Service Desk, focusing on lean and value added services for end-customers; respectively minimize overall outsourcing cost for DB
Understand the business process and WM model to support business queries.
Flexibility in work hours will be required based on the priority of the issues.
Qualification: Bachelor / Master Degree from an accredited college or university with a concentration in Computer Science or an IT- related diploma (or equivalent)
At least 5-8 years of experience in Banking sector with support background within the Wealth Management industry
At least bi-lingual (English is one the language) (ideally tri-lingual)
Proven track record in client and/or front-office facing (from an operational point of view)
Experience in Production support would be a plus.
In depth knowledge on Avaloq platform
Knowledge on banking operations process on trading, OTC and Payments
Knowledge on Digital platforms like supporting App will be added advantage
Knowledge & experience in UAT testing
Demonstrates understanding of business needs and prioritise the incidents
Explores alternative solutions based on business goals & benefits.
Support/test/coordinate on behalf of users, operations, and testing teams potentially including test plans, test cases, test-data and review of interface testing, between different applications, when required.
Works closely with PM to get the resolution and root cause
Single point of contact for tickets assigned
Cross country interaction and relationship building with specific focus on SG & HK region.
Takes ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution.
People skills: End to end ownership in driving towards delivery
Performance and productivity orientation to promote high-quality results
Profound analytical skills and problem solving abilities
Good communication and excellent interpersonal skills
Pro-active and flexible working approach
Ability to effectively prioritize and multi-task in a high-stress, high-pressure environment.
Ability to think outside the box to resolve problems
Efficient and well organized, detail oriented
Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer. We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
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Internal Number: 6534055
About Deutsche Bank
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