Bedok - Assistant Manager, Digital Growth

You will utilise and monitor engagement and sales data to determine gaps and opportunities in customer journeys to be optimised.

Description for Internal Candidates

This role requires someone who is a team player, detail-oriented and possesses strong stakeholder management skills. The candidate must be a self-starter and problem-solver, able to learn and adapt quickly in a fast-moving working environment.

Key responsibilities include:

• Act as a platform owner to plan and implement strategic initiatives and feature developments on the online sales platforms
• Assist in defining and managing business requirements and feature roadmap
• Use analytics and business data to analyze platform performance gaps and develop improvement plans
• Support execution of projects exploring new capabilities and integrating digital experiences and marketing automation to create seamless journeys for customers
• Work with design team to improve on platform user experience design, craft new journeys supporting new product launches
• Coordinate, communicate and collaborate with product, IT and business analyst stakeholders to shape, align and review user requirements and timelines
• Follow test plans and perform user acceptance tests, update test results with proper documentation and sign off on implementations
• Perform investigations and troubleshooting of platform when necessary to provide clear and timely root cause analysis for customer service teams to assist customers
• Support development of business plans to obtain buy-in for projects
• Proven analytical background in problem identification, provide perspective of system behaviour & design, process modelling, assist in user’s dispute resolution, if any.
• Possess strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
• Self-managing, analytical, good critical/logical thinking and problem-solving skills
• Possess good facilitation skills, detail-oriented and capable of delivering a high level of accuracy
• Perform data analytics to gain new insight into customer behaviour and optimisation of existing business processes to deliver a better customer experience
• Excellent oral and written communication including listening skill and dispute resolution skills at the assignment level. Have good Interpersonal and consultative skills.

Qualifications:

• Degree in IT/Business
• at least 3-5 years of working experience in project management and business requirement gathering and/or with 1 to 2 years of working experience in the Insurance Industry, either in digital platform operations or IT aspect
• Savvy in the application of latest technology (e.g. web application, dataflows, martech)
• Exposure to analytics and/or BI is a value-added advantage
• Familiar with user acceptance testing, workflow management platforms like JIRA, Asana
• Experience in building business plans/cases for projects
• Proactive, resourceful, innovative/creative/critical thinkers and able to engage stakeholders from different business domains
• Ability to work with partners across the organization to define the end-state of our customers
• Results-driven person, take ownership to optimise results and be detail-minded.
• Strong business acumen and communication skills
• Business Analysis skill in delivery business requirement process
• Project management skill in planning, executing and validating implementations.
• Good analytical thinking, decision making and problem-solving skills