Our client is a leading bank. This role supports the day-to-day operations of digital channels and plays a key role in ensuring platform stability, smooth feature releases, timely issue resolution, and a positive customer experience across digital banking platforms.

Responsibilities

• Act as the primary contact point for digital channel-related inquiries from frontline teams and coordinate resolution with relevant stakeholders.
• Manage and coordinate incident investigations with technology teams to resolve customer-reported issues.
• Analyze customer feedback, identify recurring issues and trends, and work closely with business and technology teams to drive resolution and service improvements.
• Communicate release schedules, maintenance windows, and service availability updates to stakeholders.
• Coordinate the rollout of new digital features and enhancements with product, business, and technology teams.
• Maintain and review regulatory alerts and customer communications to ensure content accuracy and compliance.
• Perform daily operational controls, monitoring activities, and support governance requirements.

• Bachelor's degree or equivalent practical experience
• 2-3 years of experience in Business Analysis, Product Support, Digital Operations, or a related function within banking or financial services.
• Experience supporting digital platforms, mobile applications, or online banking services.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Word.
• Ability to manage multiple priorities in a fast-paced environment.
• Fluent in Cantonese, English and Mandarin