Internship

REPORTING RELATIONSHIPS

INTERNSHIP – SMART CONTACT CENTRE & RLOS SHARE MARGIN FINANCING

FOR

REPORTS DIRECT TO

Project Manager

Business Tech Digital Sales

• Conducting research
• Data analysis
• Insight development
• UAT Test execution
• Defect logging & retest till defect closure
• Data analysis
• Follow up with solution vendor on defect fixing
• Regression Testing
  
  

Job Purpose

This internship is to support the team in driving strategic and operational improvement in both business and contact centre functions.

Interns will assist in conducting market and customer research, analyzing data and supporting project activities aimed at enhancing customer experience, streamlining processes and improving service delivery.

The role offers hands on exposure for end-to-end customer service project delivery through the different channels, working closely with cross-functional teams within Group Consumer Banking.

Key Responsibilities

• Market & Competitor Research
• Conduct benchmarking of digital adoption and contact centre best practices
• Monitor competitor offerings and customer service offerings
• Customer Insight & Data Analysis
• Collect and review KPIs related to contact centre performance (e.g. response time, call resolution)
• Data analysis based on data collected
• Identify operational gaps and recommend improvement
• Process mapping
• Project Support
• Assist in preparing business cases, presentations and reports
• Coordinate meetings or workshops
• System Testing
• Ensure that system meets specific requirements and quality standards - Identify defects, bugs, and other issues before the system release to end-users
• Ensure accurate and timely logging of defects in project management software such as JIRA for investigation. Track and closure of defects
• Report and update testing status to Test Manager/Lead
  

KEY RELATIONS

(INTERNAL & EXTERNAL)

Working Relations

Internal

• Project Management Office
• GCB Product Teams
• GIT System Support
• GCB Contact Centre
  
  

External

• System Vendors
• Business Consultants
  
  

CONTRIBUTES TO

• Franchise growth
• Transformational change in digital channels, resulting in increased profitability, channel revenue optimization, and enhanced customer experience.
  
  

AUTHORITIES

• Not Applicable
  
  

Experience/Knowledge Required

• Degree holders who are interested to learn testing methodology/framework
• Research and analytical skills with basic data analysis using excel
• Ability to write communication for documentations and produce presentation decks