Service Management Specialist

1 week ago

Toa Payoh Central Community Development Council, Singapore NETS Full time $40,000 - $60,000 per year

Job description:

Position Summary

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 issue resolution and service processing, as well as operational excellence.

Key Responsibilities

  • Operate the Platform Support escalation mailbox/portal, ensuring the delivery of an excellent and consistent level of customer service through various communication channels, such as email and ticketing system


• Provide support to internal and external stakeholders and escalate issues to technical teams as necessary


• Schedule meetings with external teams and internal stakeholders, provide insights and details from L1 Support perspective for joint discussion in resolving any issue raised by industry


• Raise and track tickets via the internal ticketing system for case escalation, ensuring timely assignment of tickets and providing necessary follow-up actions to assist the ticket requestor according to Service Level Agreements (SLAs)


• Develop and maintain standard operating procedures. Participating in any process discussion, 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 internal stakeholders for the respective platforms


• Prepare and coordinate monthly meetings with the industry and Scheme owner including 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

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