About the company
CGS International Securities Pte. Ltd. (CGS International) is an award-winning and market leading integrated financial services provider, ranked among the top securities houses in Asia.
CGS International taps on our wealth of global and ASEAN insights to offer equities trading, leveraged products, wealth management, investment banking, equities research, Shariah-compliant financing, fixed income, currency and commodities, structured products and prime brokerage services in over 15 countries and regions.
Along with its parent organisation China Galaxy Securities, a leading securities house in China, CGS International is trusted by more than 15 million customers globally.
Roles & Responsibilities
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.
Job Responsibilities
The incumbent will be responsible for:
1. Handling of day-to-day operational tasks with quality standards and consistency
- Monitor, track and collect customer issues and provide system support to achieve customer satisfaction and frictionless experience on our trading platforms.
- Provide timely investigation of issues raised relating to online trading platforms, including dispute investigation and escalation.
- Perform change management activities such as raising JIRA tickets and providing timely customer communications and prompt updates.
- Monitor and ensure timely resolution of all customer issues in collaboration with relevant stakeholders (i.e. Client Services, Trading Representatives, Internal users, IT, etc).
- Manage service downtime, facilitate publication and communications of notices on all digital channels to clients and internal users.
2. Managing customer issues & system support
- Identify channel related issues and collate customer feedback.
- Perform first level investigation and resolve customer issues.
- Track and monitor issues to ensure timely investigation and resolutions.
- Liaise with vendor/service provider on customer resolutions in a timely manner.
- Prepare communications plan for online marketing campaigns and user engagement for service recovery.
3. Business process improvements on customer facing digital channels and functionalities
- Drive and execute process improvements and enhancements on all digital fronts with gold standards on customer and employee journeys.
- Monitor the Customers feedback/ratings on the digital channels to identify areas for improvement, define short term action points and long term fixes to remove pain points.
- Support Digital Channel’s projects and formulate new ways to improve and enhance the digital customer journey.
- Collaborate with cross functional technology & counterparties (including Operations, Client Services, Marketing, IT, Finance, Legal, Compliance, Risk, and others) to develop holistic, end-to-end digital solutions that fulfil customer and business needs.
4. Managing and being proactive in driving customer improvements initiatives
- Define business and user journey requirements for enhancements on online trading platforms to address user journey gaps.
- Prepare user requirements, functional specifications, process documentation, mockup screens and test scenarios/cases according to business requirements and objectives.
- Liaise with internal teams to ensure UAT testing, post-deployment verification.
- Ensure project timelines are met and scope performed according to requirements.
- Review, re-engineer and streamline existing processes in efforts to achieve process efficiencies, cost-savings and improved user experience.
- Prepare user training materials and user guide for user training.
- Formulate test strategies, perform and coordinate user acceptance testing with key stakeholders and seek for sign off.
- Provide post-implementation verification and support to ensure all issues are escalated and resolved in a timely manner.
5. Tracking of stats/data related to digital channels for periodic review
- Perform channel tracking and drive analysis through data.
- Use data to perform customer analysis and track customer satisfactions usage and pain points.
Job Requirements
To thrive and be successful in this role, you must have / be:
- Diploma holder and above preferably with knowledge and keen interest in technology and trading.
- Minimum 2 years’ experience in the trading platform support or technology industry
- Good understanding of Equities products, trading, and related processes.
- Experienced in performing user testing and verifications.
- Must be willing to work during Euro trading hours from 3pm to 12 midnight.
- Excellent communication skills and stakeholders management.
- A positive and can-do attitude in the work is a must.
- Able to work under pressure and fast paced environment
- May need to work beyond office hours, occasionally on weekends when required.
- Able to multi-task and prioritize work in alignment with Digital Platforms’ business objectives
- Customer-centric and think out of the box.
- Excellent analytical skills and problem solver.
- Self-motivated with a strong sense of ownership and accountability.
- Strong acumen in business process, requirements elicitation and documentation.
- Deliver results on time and with market standard quality.
