Service Management Specialist

2 weeks ago


Singapore NETS Full time

Service Management Specialist (6 months maternity coverage)The Service Management team at BCS provides operational support to BCS and participants.The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issueresolution and service processing, as well as operational excellence. Key Responsibilities Operate the Platform Support escalation mailbox/portal, ensuring the delivery of anexcellent and consistent level of customer service through various communicationchannels, such as email and ticketing system Provide support to internal and external stakeholders and elevate issues to technical teams as necessary Schedule meetings with external teams and internal stakeholders, provide insights anddetails from L1 Support perspective for joint discussion in resolving any issue raised byindustry Raise and track tickets via the internal ticketing system for case escalation, ensuringtimely assignment of tickets and providing necessary follow-up actions to assist theticket requestor according to Service Level Agreements (SLAs)Develop and maintain standard operating procedures. Participating in any processdiscussion, Change Requests and enhancement required by the respective platforms Participating in projects and perform User Acceptance Test Prepare and present presentation deck for meetings and presentations to internalstakeholders for the respective platforms Prepare and coordinate monthly meetings with the industry and Scheme ownerincluding Monthly Steering Committee meetings Requirements Education and Experience Diploma or bachelor’s degree in business, Information technology or related field 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas Skills and Knowledge Proficient in Microsoft Office Suite Good customer and stakeholder management skills Agile and able to work independently Proficient in Microsoft Office Suite Attention to details, demonstrate good analytical and problem-solving skills A self-starter, resourceful and active team player Ability to multi-task, prioritise and deliver consistent results under pressure Seniority level Associate Employment type Contract Job function Management and Manufacturing #J-18808-Ljbffr



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