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
