Senior Associate, Operations

4 days ago

Singapore Singapore Exchange Full time

Entity: Singapore Exchange- Location: Singapore, SG- Job Function: Operations & Market Services- Job Type: Permanent (HC)- Req ID: 1201**Job Summary**:
**Key Deliverables**:
You will represent SGX in delivering excellent customer support focusing on quality, customer satisfaction and efficiency. You will provide support to the Team Manager in nurturing an environment where the team excels through empowerment and being self-driven, performing as a highly effective team.

**Responsibilities**:

- To meet the Key Performance Indicators; Customer Satisfaction and Net Promoter Score targets set
- To adhere to professional standards of behavior & conduct in dealing with clients & stakeholders
- Handle challenging and escalated matters and ensuring prompt turnaround for all service requests with consistent quality
- Provide insights gained from experience to drive positive change by analyzing trends in client issues and suggest improvements to processes and increase productivity
- Gather feedback from clients, observe and highlight issues such as transaction errors, internet login issues promptly to the supervisor
- Be an advocate for digitalization to educate & guide the clients to self-serve options to facilitate the transactions or service functionalities
- Liaise with other units to provide appropriate or customize solutions to these valued clients
- Lead a team or participate in projects and initiatives
- Report daily and monthly management statistics using dashboards
- Conduct AML/KYC assessment including CDD and EDD, name screening against PEP and sanctions list highlighting any key risk area(s) and reporting suspicious transactions of our new/existing clients
- Complete ad-hoc assignments as required

**Job Requirements**:

- At least a University Degree
- At least 3 years of customer service experience, preferably in a contact centre environment
- Customer focused and committed to go the extra mile to provide excellent customer experience
- Experienced in latest technology for customer communication channels (Eg. Chatbot, Live Chats, etc) is preferred
- “Can-do” attitude and a team-player
- Eye for details with operation data analytic skill
- Strong critical thinking and problem solving ability to work independently and interact with different business and support units in a in a tough and time pressed environment
- Proactive and willing to take on challenges
- Good command of written and communication skills
- Required to work half-day (AM) on most Saturdays

**Job Segment**:Operations Manager, Call Center, Operations, Customer Service

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