Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
Attend Daily Operations Review Meeting
Able to do initial diagnostic, categorisation, set priority, dispatch job
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
...
Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
Attend Daily Operations Review Meeting
Able to do initial diagnostic, categorisation, set priority, dispatch job
...
The strategic objective of this move is to allow greater synergies between Technology and Operations to align and address the needs of our business users and the bank's customers. The vision is to unify and build an efficient and robust operating platform on a regional level to support the Bank to become a premier regional Bank.
The Group T&O Management team, apart from holding the Group roles, they are also the functional heads for Singapore. In addition, the Business Technology heads will also be the supply managers in providing direct technology services requirements to the non-business related corporate groups such as Finance, HR, Compliance, Risk Management, etc.
Service Recovery provides IT application services for the Bank. We leverage on best practices in business solutions delivery, design and development to meet the Bank's vision and business objectives.
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Drive upsell and cross-sell opportunities by positioning end-to-end IT services solutions (applications, cloud, analytics, cybersecurity, managed services)
Partner closely with sales, solutioning, and delivery teams to shape proposals and win business
Oversee end-to-end delivery in collaboration with delivery teams to ensure projects are delivered on time, within scope, and meet contractual commitments
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