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Assistant Manager, System User Support, Retail Assets Division

Req ID:  6856
Job Description: 

Duties and Responsibilities

 

  • Provide daily user support for product systems under Retail Assets (RA) and Retail Banking Distribution (RBD), including EzXcess, LMS, JAccess, ChatBot, and other related platforms, to prevent or minimize service disruptions.

  • Deliver first-level support for system errors reported by users.

  • Assist in preparing User Requirement Specification (URS) and System Modification (SM) forms for system enhancements.

  • Collaborate with the IT department and vendors to resolve system issues raised by users.

  • Participate in business process reviews with Product Owners and Process Owners.

  • Conduct functional testing on EzXcess, LMS, and ChatBot based on provided test scripts.

  • Support the team in reviewing and updating manuals, guidelines, user guides, and memos related to work processes at Head Office, State Offices, Branches, and Retail Business Centres.

  • Assist team members in preparing budget approval documents for project plans.

  • Provide system support to users at Branches, Retail Business Centres, State Offices, and Head Office regarding system functionality queries.

  • Assist Product Owners in conducting end-user training sessions for sales staff.

  • Log ITSM tickets for system issues reported by users.

  • Test fixes, enhancements, and parameter changes in the User Acceptance Testing (UAT) environment before obtaining the necessary sign-offs for migration to production.

  • Perform system usability testing to ensure efficiency and user-friendliness.

  • Support project teams and engage with stakeholders at various levels to ensure successful delivery of project plans.

  • Provide system training or guidelines to users following system enhancements.

  • Ensure compliance with all internal policies, guidelines, and external regulatory requirements.

  • Undertake any other duties or assignments as directed by superiors based on business needs.

 

Job Requirements

  • Minimum 2 years working experience in sales / credit processing / customer service / project management / finance
  • Excellent communication and interpersonal skills
  • Innovative and active team player, committed, self-motivated and result-oriented
  • Able to work independently and to network across a variety function at various business / support units.
  • Experience of working in fast moving business environment.
  • Familiarity with CBS (CIF and Financing Module) is must.
  • Ability to multi-task, highly numerical and great attention to detail

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