Our client is one the most succesfull online banks across the world. They are facing of an expansion process which affects the whole organisation, included CX. Customer experience is more and more important. So, our client wants to have the best talent in the organisation to lead the new challenges.
Reporting to the IT Product Owner, is a Subject Matter Expert on a specific functional and / or technical domain IT provides service to. The Specialist is the reference and go-to person to understand and design IT approaches for new features and services to be launched to end customers.
- This position is aligned to a specific IT domain / Application, supporting the achievement of the objectives of the Business and Technology & Operations areas.
- Manages and supports the development and assists in the management of information technology systems or services.
- Creates standards for IT systems and services to provide flexibility and maintainability.
- Provides direction for resolving critical-situation technical problems.
- Provides information to promote the understanding and benefit of technology systems.
- Identifies deficiencies in IT systems and recommend solutions/improvements.
- Ability to effectively communicate technical issues to project team members and management.
- Technical skills: Broad experience, quick understanding, self-learner, technical documenting.
- Expert in the specific banking area the IT domain covers and supports: at least 10 years of banking industry experience.
- Understanding of business needs and commitment to delivering high-quality, prompt, and efficient service to the IT Product clients (internal and/or external).
- Ability to communicate complex and technical issues to diverse audiences, orally and in writing, in an easily-understable, authoritative, and actionable manner.
- Good understanding of information security fundamentals and digital banking technologies.
- Experience on banking processes and agile methodologies
- (Mandatory) Experience in implementing Contact Center / Call Center processes and its continuous improvement (+5 years).
- (Nice to have) Experience in implementing Branch processes and its continuous improvement.
- (Nice to have) Experience on banking industry regarding Contact Center processes.
- (Nice to have) Experience on Document mangement implementation