Officer, Digital Platform

**About the role**

CGS-CIMB Securities International Pte. Ltd is one of the leading integrated financial service providers in Asia. With a global presence in over 20 countries, and backed with an award-winning research team, the Company is well-positioned as Asia’s leading financial gateway, providing well researched and in-depth analysis of financial products.

CGS-CIMB Securities' online trading platform, best known as iTrade (available on Web, Mobile App and Desktop), is equipped with comprehensive trading tools to help retail clients make sound investment decisions on their trades. It offers real-time streaming prices, market news, fundamental data and reports, technical charting, analysis tools and more from Singapore, Malaysia, US, and Hong Kong bourses as well as the latest information on all companies listed on the ten exchanges (SGX, BURSA, HKEX, SHANGHAI STOCK CONNECT, SHENZHEN STOCK CONNECT, SET, IDX, NASDAQ, AMEX & NYSE).

The successful incumbent will play an integral role in driving the Company’s overall strategies and initiatives and to support the Digital Platform’s roadmap, specifically to enhance and deliver the functions, features, and digital initiatives.

**Responsibilities**:
The incumbent will be responsible for:
1. Handle daily operational tasks and provide customer support with quality and consistency
- Perform daily operational routines and manage ad-hoc tasks.
- Provide customer support on platforms and trading related matters through monitoring and tracking to proper closure of the issues logged by raising JIRA tickets.
- Perform first level investigation and provide timely status update to clients.
- Collaborate with stakeholders to ensure timely resolution on issues raised.
- Identify channel related issues and collate customer feedback for issue logging.
- Manage service downtime, facilitate publication and timely communications of notices on all digital channels to clients and internal users.
- Prepare communications plan for online marketing campaigns and user engagement during service recovery.

2. Support business projects and process improvement initiatives
- Support Digital Platform’s projects through process/system improvements and enhancements on customer journey and trading platform.
- Collaborate with cross functional teams from IT, Operations, Client Services, Marketing, Finance, Legal, Compliance, Risk, Vendors and others to fulfil customer and business needs.
- Prepare user requirements, functional specifications, process documentation, mockup screens and test scenarios/cases according to business requirements and objectives.
- Ensure project timelines are met and scope performed according to requirements.
- Review and streamline existing processes in efforts to achieve process efficiencies, cost-savings and improved user experience.
- Prepare user training materials in the form of user guide, slides, videos, etc.
- Formulate test strategies, coordinate and perform user acceptance testing with key stakeholders and seek for sign off.
- Provide support for post-deployment verification to ensure all issues are escalated and resolved in a timely manner.
- Monitor the Customers feedback/ratings on the digital channels to identify areas for improvement, define short term action plan and long term fixes to address customer pain points.

**Job Requirements**

To thrive and be successful in this role, you must have / be:

- Diploma holder or fresh graduatepreferably with knowledge and keen interest in technology and business.
- Minimum 2 years’ experience in the production support or technology industry preferably with good understanding and relevant knowledge in Equities products, trading lifecycle and processes.
- Experienced in digital channel management, gathering business requirement, and performing user testing and verifications.
- Good communication skills and customer-centric.
- A positive and can-do attitude in the work is a must.
- Able to work under pressureand beyond office hours/weekend, occasionally when required.
- Able to work on multiple tasks and prioritize work in alignment with Digital Platform’s business objectives
- Good analytical skills and able to resolve problems quickly and accurately with the use of data and customer feedback.
- Self-motivated with a strong sense of ownership and accountability.
- Strong acumen in business process analysis, requirements elicitation and documentation.
- Familiar with design thinking process, agile methodology and principles.
- Familiar with video editor, design and collaboration tools such as CapCut, Figma, Canva, Trello, etc.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc)