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Senior Manager / Manager, Speech Analytics, Technology & Operations

DBS Bank

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Senior Manager / Manager, Speech Analytics, Technology & Operations

Full-time
Intermediate (3-6 years)

Posted 

Technical Skills

  • Analytics
  • Customer Service
  • Data Science
  • Mathematics
  • Process Improvement
  • Qlikview
  • Research and Development
  • Sales
  • Statistics
  • Telemarketing

Job Description

Senior Manager / Manager, Speech Analytics, Technology & Operations

Location: Hong Kong

DBS. Living, Breathing Asia.

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for nine consecutive years from 2009 to 2017.


Responsibilities 


  • Perform analysis of customer conversations/interactions utilizing an advanced speech analytics solution
  • Validate analysis by listening to subset of calls
  • Construct searches, filters and reports designed for automated analysis and topic identification in recorded conversations from call center and other telephonic conversations like telemarketing, investment product sales& advisory, collections etc
  • Identify trends/patterns in customer interaction and non- speech data that present opportunities for improvement to operating efficiencies, customer experience, and process improvement
  • Provide basic speech analytics guidance to the business for the development, design, and implementation of data initiatives
  • Create innovative ideas to use the Speech technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool
  • Work with data science / analytics teams to perform text analytics on transcribed texts
  • Stay in tune with research and development in speech analytics tools & techniques to evaluate and address current challenges & improvise utility of the technique


Required 


  • Bachelor’s degree required, with Master’s degree highly preferred; concentration in Statistics, Math, Computer Science or Linguistic
  • 3+ years of diverse data analysis experience working in a cross-functional team setting
  • 1+ years of experience with Speech Analytics / Speech Recognition solutions, preferably with the Verint Platform
  • Programming experience with SQL required
  • Programming experience with Python, R or similar language is a plus
  • Experience in sentiment analysis, advanced text analytics skills, especially with Cantonese / Mandarin language, is a plus
  • Experience with data visualization (e.g. Qlikview), is desired
  • Fluent in Cantonese & English -  reading and writing
  • Proficiency in creating effective and visually appealing presentations

 
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)