Product Support Manager, Wealth Product Department
Responsibilities：
Digital Strategy & Planning: Prepare comprehensive project plans and roadmaps for management review, focusing on digital transformation, online channel integration, and process automation initiatives.
Requirements & CX Design: Collect and review user requirements with a focus on Customer Experience (CX). Conduct gap analysis to identify opportunities for paperless operations and self-service enhancements.
System Specifications: Review and confirm system functionality specifications, ensuring alignment with modern UI/UX standards and workflow automation capabilities.
Testing & Quality: Review testing plans, test cases, and results, including User Acceptance Testing (UAT) focused on user journey efficiency and automation accuracy.
Migration & Data: Design and implement system migration plans and procedures, ensuring seamless data transition to support digital analytics and real-time reporting.
Progress & Efficiency: Monitor system development progress, data migration, and process efficiency metrics. Prepare project progress reports highlighting cost savings and time reduction through automation.
Post-Implementation & Monitoring: Provide post-implementation support and ongoing monitoring on system performance, customer satisfaction (NPS/CSAT), and operational efficiency. Drive continuous improvement based on user feedback.
Requirements:
Experience: 4+ years in system and operations support experience in banking operations, with a strong background in digital transformation projects.
Education: Degree holder or above.
Domain Knowledge: Knowledge and experience in Investment services projects, specifically regarding online trading platforms or digital investment solutions.
Technical Skills: Familiarity with Process Automation tools (e.g., RPA, BPM) and Customer Experience management principles is highly preferred.
Language: Good written and speaking skills in English & Chinese.
Soft Skills: Strong stakeholder management skills with a customer-centric mindset and ability to drive change management.