Admin cum data entry

Invoicing – data entry, printing, scanning and filing,reply E-mail

Liaise with Traffic Controllers to ensure Works Orders are processed accurately and submit for billing promptly

Maintain proper filing system (invoices/documents) for audit purposes

Handle any other duties assigned by the Supervisor & Manager from time to time

Requirement:

Minimum ‘N’ level or equivalent

Knowledge of Accounting & Finance will be an added advantage

Proficient in Excel

Can work overtime when required

Positive attitude and customer-oriented

Working hours:

Mondays to Fridays: 8.30am to 5.30pm

O/T allowance will be given

Company transport provided. Reimbursement of Taxi fare for O/T.

Cindy Teng (EA Reg No: R2090544)

Active Manpower Resources Pte Ltd (EA Lic No: 06C3757

Study each recipe and gather all necessary ingredients

• Cook food in a timely manner
• Delegate tasks to kitchen staff
• Inform wait staff about daily specials
• Ensure appealing plate presentation
• Supervis Cooks and assist as needed
• Slightly modify recipes to meet customers’ needs and requests (e.g. reduce salt, remove dairy)
• Monitor food stock and place orders
• Experiment with recipes and suggest new ingredients
• Ensure compliance with all health and safety regulations within the kitchen area able to cook local Chinese food

Requirements

• Proven work experience as a Chef or Cook
• Hands-on experience with various kitchen equipment (e.g grillers and pasta makers) Advanced knowledge of culinary, baking and pastry techniques
• Leadership skills
• Ability to remain calm and undertake various tasks
• Excellent time management abilities
• Up-to-date knowledge of cooking techniques and recipes

Familiarity with sanitation regulations

Responsibilities

• Support the project management for the system development and implementation activities
• Develop business process flows and obtain stakeholder sign-offs
• Facilitate process workflow modelling to collaborate on to-be state/process illustration and closing the gaps between workstreams
• Hold the pen to capture user requirements into features, user stories and acceptance criteria
• Prepare and manage the reporting to communicate project risks, issues and actions to stakeholders
• Ensure that the team adheres to committed timelines and deliverables and assist in de-risking
• Facilitate the creation of test scenarios (where required), training documentation, preparation of test data, collation of change requests, capture of test evidence and ensure the successful completion of UAT
• Co-ordinate user training according to plan
• Hold the pen for L5 documentation (if superusers are unavailable) to refresh L5 documentation
• Other governance, documentation and process work as required

Requirements :

• At least 3 to 5 years of relevant work experience in Business Analyst/ PMO
• Proven ability to manage and coordinate multiple projects simultaneously.
• Strong analytical skills to understand complex business processes and identify opportunities for improvement.
• Proficiency in using tools like Visio to create clear and concise process diagrams.
• Ability to elicit and document detailed functional and non-functional requirements.
• Experience in developing test cases, executing tests, and analysing test results.
• Strong writing and documentation skills to create clear and concise documentation, including user manuals, training materials, and technical specifications.
• Proficiency in using Azure DevOps for project management, task tracking, and test case management.
• Excellent verbal and written communication skills, including the ability to communicate effectively with stakeholders at all levels.
• Strong interpersonal skills to build relationships with stakeholders and work effectively in a team environment.
• Ability to identify and resolve problems creatively and efficiently.
• Effective time management skills to prioritize tasks and meet deadlines.
• Ability to adapt to changing priorities and work under pressure.
• Strong attention to detail to ensure accuracy in all work products.
• Proficiency in Mandarin Chinese (highly advantageous) to effectively communicate with stakeholders in China.

Responsibilities:

Senior Functional Business Analyst to join the AML Uplift program to support QR Management, BAU activities and various new initiatives within bank which undergoing a large transformation change.

1. Accountable for overall project business requirements elicitation

2. Driving business discussions and managing the project scope

3. Senior stakeholder management and leadership updates

4. Support the project delivery phases especially during Analysis and design and test phases.

Requirements:

1. 7-12 years of experience in Banking industry.

2. Experience as a business analyst in leading banks and delivered projects, programs of large scale.

3. Should have good communication skills and capability to drive senior stakeholders with minimal supervision.

4. Should have experience in AML, KYC, compliance domain and data analytics.

5. Experience in AI/ML and workflow applications is good to have.

ROLES & RESPONSIBILITIES

Supervise day-to-day operating process and maintain daily operation.

Monitor and maintain process quality according to company standards.

Ensure that the workplace is properly maintained and clean.

Maintain a positive and professional approach with customers.

Resolving of conflicts in a professional way.

REQUIREMENTS

Minimum 3 years relevant experience

Good team management skill

Strong analytical, problem-solving & decision-making skills

Must hardworking and responsibility.

Ensuring that all security staff are trained on policies and procedures including conflict resolution techniques

· Maintaining good relationships with local law enforcement agencies to ensure they can be called upon in case of an emergency

· Interviewing potential employees to determine whether they have the right qualifications and experience for the job

· Ensuring that nightclub security personnel are trained in conflict resolution methods and laws regarding the use of force

· Overseeing the financial operations of the nightclub to ensure compliance with industry standards

· Determining the number of employees needed to run the business efficiently and effectively

· Coordinating the entertainment schedule with the DJ and other staff members, such as security guards or event coordinators

· Overseeing the hiring process for new employees to ensure that they meet all requirements

· Discussing any concerns patrons might have with security staff and resolving issues if possible

Job Objectives

Service Monitoring Alerting and Reporting Tool is a web dashboard developed in-house using Django /Python framework and with a responsive UI design. This tool focuses on process automation, collate, and visualize alerts across various data sources. SMART provides a holistic view, stitching together events arising from multiple alerting systems which are actionable, trackable, and auditable. Job involves enhancing and maintaining this tool as per user requirements.

Key Responsibilities

Candidate will be responsible for

• Complete development lifecycle of this tool

• Discussing, Planning & Finalizing functional specs with end users.

• Work on python3 & Django web development project.

• Provide governance and ensure quality of delivery with agile timelines.

• Involved in prioritization and development of both front end and backend.

Key Requirements

Frontend development: HTML (Bootstrap Responsive Design), JavaScript, CSS /SCSS.

Backend development: Python/Django.

OS skills: Linux/Unix with Shell Scripting.

Optional skills: Front End JS frameworks and working with REST API’s services

Key Skills:

Full stack web developer with strong technical skills in Python /Django.

Job Responsibilities

• Manages and handle incoming & outgoing emails
• Ensures cases are sent or attended within the standard turnaround or within the agreed turnaround time to customers.
• Working with team members to ensure the Service Level for Emails, Letters, Faxes Payment Advice and Social Media management are met daily.
• Render support to submit waiver requests for those waiver cases submitted via IVR
• Adherence to the rules and guidelines as per the Bank's Code of Conduct and Group Banking Operations Policy when handling emails, faxes, letters, processing requests and Social media management.

Job Description:

• Prepare high quality Chinese food.

• Ensure kitchen team is well trained and equipped with the knowledge and skills for the food in the menu.

• Maintain hygiene and cleanliness standards at all time.

Job Requirement:

• Possess good culinary skills and able to lead the kitchen team to produce consistently high quality food.

• Good leadership and communication skills.

• Able to create and show creativity in food menu.

Job Description:

• Assist in supervision of company operations and goods inventory management.

• Responsible for purchasing of vegetables/fruits, frozen foods, frozen chickens/meats/fishes, groceries, packaging etc.

• Ensure that quantity and quality of items ordered are received and stored in proper condition.

Job Requirement:

• Physically capable of performing the above duties.

• With relevant experience in operations supervision.

• Required to work night shift permanently.

Job Description:

• Assist in supervision of company operations and facilities management.

• Responsible for supervising maintenance, cleaning, grounds and security.

• Ensure that basic facilities, such as water and electricity, are well-maintained.

Job Requirement:

• Physically capable of performing the above duties.

• With relevant experience in operations supervision and facilities management.

• Required to work night shift permanently.

Job Description:

• Assist in supervision of company operations and goods inventory management.

• Responsible for purchasing of vegetables/fruits, frozen foods, frozen chickens/meats/fishes, groceries, packaging etc.

• Ensure that quantity and quality of items ordered are received and stored in proper condition.

Job Requirement:

• Physically capable of performing the above duties.

• With relevant experience in operations supervision.

• Required to work night shift permanently.

Job Description:

• Greet each guest, enthusiastically and with a smile to create a friendly positive experience.

• To perform beauty treatment for guests.

• Explaining treatments and therapies to guests and providing suitable recommendations as needed.

Job Requirement:

• Possess good experience to the above.

• Physically capable of performing the above duties.

• Good interpersonal and communication skills.

Job Description

. To support marketing and sales of water pumps & systems for industrial or residential uses.

· Prepare quotations and tender submissions

· Attend to sales enquiries, sales support and site related matters including testing and commission of pumps.

· Update management on the progress of projects

· Visit customers at their work place/office

Requirements

· must have relevant technical education / background preferably ITE / Diploma in Mechanical / Electrical Engineering / Mechatronics etc.

· At least 1 to 2 Year(s) of working experience in selling pumps is preferred.

· Able to work with minimum supervision.

· Able to present to customer and consultant

· Good communication, presentation and negotiation skills

· Must possess class 3 driving license

• Ensure that the production, preparation and presentation of food are of the highest quality
• Knowledgeable in terms of standard procedures and policies
• Operate and maintAain equipment and reporting of malfunctioning
• Controlling of Operation & Food cost whenever necessary
• Upkeeping of cleanliness and hygiene standard
• Daily feedback collection and report of issues
• Any ad-hoc duties as assigned
• Strong passion for Culinary
• Willingness to work on a rotating roster
• Strive for excellence in quality and presentation
• Excellent interpersonal and organizational skills
• Able to work in a fast-paced environment
• Certification in Culinary would be beneficial

Job Description & Requirements

• Develop business strategies to raise our customers’ pool, expand store traffic and optimize profitability
• Meet sales goals by training, motivating, mentoring and providing feedback to sales staff
• Ensure high levels of customers satisfaction through excellent service
• Complete store administration and ensure compliance with policies and procedures
• Maintain outstanding store condition and visual merchandising standards
• Report on buying trends, customer needs, profits etc
• Propose innovative ideas to increase market share
• Conduct personnel performance appraisals to assess training needs and build career paths
• Deal with all issues that arise from staff or customers (complaints, grievances etc)
• Be a shining example of well behavior and high performance
• Additional store manager duties as needed

Ensuring that all security staff are trained on policies and procedures including conflict resolution techniques

· Maintaining good relationships with local law enforcement agencies to ensure they can be called upon in case of an emergency

· Interviewing potential employees to determine whether they have the right qualifications and experience for the job

· Ensuring that nightclub security personnel are trained in conflict resolution methods and laws regarding the use of force

· Overseeing the financial operations of the nightclub to ensure compliance with industry standards

· Determining the number of employees needed to run the business efficiently and effectively

· Coordinating the entertainment schedule with the DJ and other staff members, such as security guards or event coordinators

· Overseeing the hiring process for new employees to ensure that they meet all requirements

· Discussing any concerns patrons might have with security staff and resolving issues if possible

Detailed Responsibilities and Duties1) Sales Enquiry

Sales Enquiry

a) Daily receive and forward to Sales HOD for him to assign to sales personnel.

b) Update enquiry log sheet.

c) Allocate quotation number to sales personnel & update in Sales Quotation Sheet.

d) Prepare monthly summary of Sales Enquiry Report for Sales HOD and MD.

2) Sales Order

a) Prepare Sales Contract.

b) Obtain project sales info from Sales personnel to prepare Project Number Requisition Form.

c) Obtain project number and compile Project Sales file.

d) Ensure costing sheet for each project is done and enter into PJC Accpac software.

3) Collection (AR)

a) Call & follow up on status of Outstanding & Retention Payment.

b) Raise NCR form for credit note issuance purpose.

4) Administration

a) Sales Contracts

b) Transmittal of Documents Form

c) Invoices

d) Purchase Orders

e) Progress Claims

f) Delivery Orders

g) Cheques & Payments (refer to collection report summary).

· Do costing for Suppliers’ Invoices.

· Raise Purchase Requisition Form.

· Update collections & payments status in the Test Cert Payment Info Form and ensure payment collected before release of Test Certs to customers.

· Assist and support the Sales HOD in day to day work matters.

Requirements and Qualifications

v Candidate must possess at least a Diploma (Engineering/ Business Admin).

v At least 3 year(s) of related working experience in engineering / manufacturing industries.

v Competent in Microsoft Office (Word, Excel, Powerpoint)

Attractive Salary and Benefits with a very promising career path will be offered to the selected candidate.

Skills training and upgrading courses available (both in-house & external)

Medical & insurance coverage at Company-approved clinics & incentive reward scheme

We would like to invite interested applicants toClick APPLY NOW

Tiffany Yap
Dynamic Human Capital Pte Ltd
Registration No: R23115176
License No: 12C6253

By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.

Under the revised Employment Agencies Licence Condition 5(b), employment agencies (EAs) are required to collect the personal data (e.g. NRIC, FIN) of applicants referred to employers for permanent or contract job positions of at least 6 months with a fixed monthly salary of $3,300 and above. PDPA requirements on collection, use and disclosure of personal data are not applicable to EAs that are collecting such information, as it is a regulatory requirement.

https://www.mom.gov.sg/faq/submit-quarterly-referral-and-placement/are-employment-agencies-allowed-to-collect-personal-dataDaily receive and forward to Sales HOD for him to assign to sales personnel

Job Descriptions:

The Project Executive/Manager is responsible for overseeing and coordinating all aspects of our hotel projects from inception to completion. This role involves liaising with clients, designers, production teams, and suppliers to ensure projects are delivered on time, within budget, and to the highest quality standards.

Key Responsibilities:

Client Management:

• Develop and maintain strong relationships with clients.

• Conduct initial consultations to understand client requirements and preferences.

• Prepare project proposals, contracts, and estimates.

Project Planning:

• Coordinate with designers to ensure project designs align with client specifications and production capabilities.

• Create detailed project schedules and track progress against timelines.

Production Oversight:

• Liaise with production teams to ensure efficient and timely execution of project tasks.

• Monitor production progress and address any issues or delays.

• Quality-check finished products to ensure they meet client expectations and company standards.

Budget Management:

• Develop and manage project budgets.

• Track project expenses and identify cost-saving opportunities.

• Report on project financial performance to management.

Qualifications and Skills:

• Proven experience in project management, preferably in the furniture or manufacturing industry.

• Excellent communication and interpersonal skills.

• Ability to manage multiple projects simultaneously.

• Strong problem-solving and decision-making skills.

Additional Requirements:

• Knowledge of furniture design and manufacturing processes.

• Experience working with custom design projects.

• Ability to read and interpret technical drawings and specifications.

We would like to invite interested applicants to Click Apply Now .

Tiffany Yap
Dynamic Human Capital Pte Ltd
Registration No: R23115176
License No: 12C6253

By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.

Under the revised Employment Agencies Licence Condition 5(b), employment agencies (EAs) are required to collect the personal data (e.g. NRIC, FIN) of applicants referred to employers for permanent or contract job positions of at least 6 months with a fixed monthly salary of $3,300 and above. PDPA requirements on collection, use and disclosure of personal data are not applicable to EAs that are collecting such information, as it is a regulatory requirement.

https://www.mom.gov.sg/faq/submit-quarterly-referral-and-placement/are-employment-agencies-allowed-to-collect-personal-data

Key Skills:

- Middleware: JBOSS, WebLogic, WebSphere, Apache, Iplanet

- Messaging Platforms: WebSphere MQ, Sterling CD, SFTP and API's

- Infrastructure: Solaris, Linux, Oracle DB

- DevOps Tooling: Jenkins

- Scripting / Coding: Shell Scripting, PYTHON, Groovy

Job Objectives

To analyze, design, plan, co-ordinate, create infrastructure required to run the application environments, install middleware and provide BAU support that includes middleware infrastructure build, monitoring, troubleshooting, resolution of all environments related incidents to the application development team

Key Responsibilities

Candidates are expected to:

• Lead and oversee the environment readiness, review, track and report the overall infra delivery and environment delivery for MPP Program

• Actively manage the dependencies and coordinate with infrastructure and application teams to resolve dependencies.

• Coordinate with Infrastructure Build teams to assign resources (cluster, storage, network) to build MPP Program

• Discuss and finalize the environment strategy and end to end integrated environment approach.

• Perform environment assessment and collate the details in environment inventory covering connections across all applications.

• Co-ordinate with core infrastructure team to ensure readiness of servers / databases, prepare requirement document.

• Drive the low-level design for application middleware infrastructure for critical applications.

• Orchestrating the environment connectivity setup activities with sever build engineers.

• Gathering requirement and setup connectivity between file gateway, file store to target migration environments work with internal departments.

• Actively manage the dependencies and coordinate with infrastructure and application teams to resolve dependencies.

• Track and report the migration environment build to program management office and provide daily update on the progress to

• Coordinating with application stream leads to review the data refresh requirement for migration environments and plan releasing the end-to-end integrated environment.

• Act as one of the main points of contact for MPP Build delivery coordinating across managed service partner resources and update the status and highlight the risks.

• Manage environments demand management of all other dependent upstream and downstream applications and Environments.

• Define the monitoring requirement and coordinate with monitoring team to implement the container service status and platform specific monitoring.

• Support application specific monitoring and enable platform to support environment planning, assessment, and approach for Troubleshoot server and network related problems.

• Prepare the system and database backup/restore procedures.

• Working experience in application integration platform (MQ, Connect Direct)

• Technical hands-on experience in building application middleware platforms

• Familiar with system and database backup/restore, disaster recovery procedures and Load balancers.

• Troubleshoot Control M job failures and assist in re-run as appropriate.

Key Requirements

The candidate must have 12 - 15 Yrs of working experience in the following areas:-

• Lead and oversee the team, review, track and report the overall infra delivery and environment delivery.

• Unix/Linux administration

• Excellent Middleware platform knowledge (Weblogic, JBOS, MQ & CD)

• Middleware deployment automation

• Working experience in DevOps Tools (Jenkins, Bitbucket)

• Excellent knowledge of MS SQL-Server / Oracle

• Excellent communication and influencing skills

Key Skills:

Banking AML functional and technical delivery experience, Netreveal / Actimize / Fircosoft AML application, Informatica ETL application, Oracle SQL / PL-SQL, Java, Unix shell scripts, DevOps change process familiarity (Bitbuket, Jenkins), Control-M, Aldon

Job Objectives

- To lead and deliver with consistently good quality Anti-money laundering AML/KYC systems enhancements/changes into Production

- To provide reliable and timely Level 3 investigative and fix-it support for all Anti-money laundering AML/KYC systems

- To provide reliable leadership and support during System Integration Testing and UAT phases.

- To manage and resolve Audit and Security findings timely

- To identify early and escalate critical delivery show stopper with proper context timely and to propose viable solutions or workarounds where possible

Key Responsibilities

- Perform impact analysis on Project scope and document proposed solution and estimated required effort

- Responsible to analyse and define detailed functional specifications based on the functional and non-functional requirements document

- Collaborate with Functional Business Analyst to clarify functional and non-functional requirements

- Define and ensure traceability from functional specifications to business requirements

- Ownership of the creation of functional design specifications and technical design document

- Collaborate with developers and infrastructure teams to clarify functional specification and technical design during build, test and deployment phase

- Review and contribute to test planning and design for SIT and UAT

- Clarify test findings escalated by Test Manager and classify the findings accordingly (either as a defect or change request)

- Provide input to impact assessment and estimation for Project Change Request

- Manage and work with vendor and internal teams to successfully deliver committed scope for AML systems

- Manage and work with stakeholders during all phases of system changes delivery

- Coordinate and plan with Infra and change management teams for application deployment activities in Devops environment.

- Conduct technical delivery/process knowledge and best practices sharing/training sessions with internal teams to help improve overall delivery competency level.

Key Requirements

- AML system enhancements delivery experience in the banking industry

- Hands on experience in design and configurations/development work for the Netreveal AML application

- Experience in leading, with good results, design gathering and design workshops with users as part of project delivery or defects fix it work

- Strong Oracle SQL, PL/SQL and Unix skills

- Good application design operational impact awareness

Take your recruitment career to new heights with RP International! We specialize in connecting top talent with leading organizations globally, focusing on contracting solutions in technology, telecommunications, and beyond.

Your Role:

• Source Talent: Identify high-caliber candidates for contract and interim roles using innovative strategies.
• Client Partnerships: Provide tailored staffing solutions and consultative advice to clients.
• Market Insights: Stay updated on industry trends and salary benchmarks.
• Drive Success: Achieve sales and placement targets while building long-term contractor relationships.

Why RPI?

• Global Reach: Work with top-tier clients and projects worldwide.
• Career Growth: Enjoy structured training and progression opportunities.
• Innovative Culture: Collaborate in a tech-enabled, dynamic environment.
• Competitive Rewards: Attractive compensation, incentives, and recognition.

What You Bring:

• Recruitment experience (preferably in contracting/interim staffing).
• Strong sales, negotiation, and communication skills.
• Proactive, entrepreneurial mindset with a focus on business growth.
• Sector knowledge in tech, telecom, or consulting is a plus.

Duties

• Functional specification

a. Responsible to analyse and define detailed functional specifications based on the functional and non-functional requirements document.

b. Collaborate with Functional Business Analyst to clarify functional and non-functional requirements.

c. Define and ensure traceability from functional specifications to business requirements.

• Technical Design

a. Responsible to create technical design.

b. Ensure technical design adheres to architectural roadmap, Development practices, and security requirements.

c. In case of vendor implementation: Ensure vendor resources create technical design document.

d. Collaborate with developers and infrastructure teams to clarify functional specification and technical design during build, test and deployment phase.

e. Collaborate with Production Support to establish IT operations procedures and document as part of Tech Design.

f. Coordinate execution of threat modeling process with assistance of Security Architect to ensure implementation of safeguards is comprehensive in accordance with threats.

• Testing & Scope Management

a. Clarify test findings escalated by Test Manager and classify the findings accordingly (either as a defect or change request).

b. Provide input to impact assessment and estimation for Project Change Request.

c. Work with Test Manager to review test plan and functional test scope.

Requirements:

1. You will typically be assigned to work on specific projects and is expected to support the Application Delivery.

2. Manager (ADM) in all relevant technical matters, end-to-end, within the project.

3. You are expected to ensure your work are adequately documented and transferred to the production team post-cutover.

Essential:

• Commitment.
• Minimum 3 years of working experience in application testing, development and delivery.
• Good understanding and experience in Software Development Life Cycle (SDLC).
• Ability to work in a fast-paced, team-oriented environment.
• A strong & assertive communicator in speaking & writing Analytical mindset and good problem solving skills.

Good to have:

• Experience in working in vendor environment.
• 1 - 2 years working experience with AML (specifically transaction monitoring, ACTIMIZE) will be nice to have.

Key Domain/ Technical Skills:

• Experience with Oracle PL/SQL, Oracle SQL.
• Good to have: Batch Scripting, Control M, DevOps.
• Database (Ability to use and understand for the purpose of analysis and design an investigation)
• Analyse Requirements and form solutions for the application.
• Works with external application/user teams on E2E executions.

Work Location:

Must be okay with Both Alexandra and Maple Tree Business Centre

Shift Timing:

5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours : 8.5 working hours between 7 am to 12:30am 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey.

Major responsibilities include:

• Monitor real time call Queue and manage real time adherence in different hotlines to meet the KPIs and service level.

• Monitor call centre agent call time and call metrics

• Attendance tracking and incident reporting.

• Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities.

• Corporate with department heads with other duties.

Requirements:

• Diploma and above

• Fast on action and work unrepentantly

• Willing to learn new tools related to WORKFORCE MANAGEMENT or Workforce Monitoring

• Proficient in Microsoft Office (Word, Excel, Outlook)

• Able to work in shift including weekends and Public Holiday

Work Force Management - Call Centre

Call center workforce management (WFM) is the solution that can help organizations forecast staffing needs, manage payroll, deliver an outstanding customer experience (CX), and more. Read on to learn how to thrive through your organizational dinner rushes with WFM.

- Staff forecasting and scheduling

- Time and attendance tracking

- Real-time team management/Calls monitoring

- (Customer Service) Business Reporting and analytics

You will be part of the dynamic team that is a vital part of the division’s Service Quality Framework. You will liaise with Group Customer Advocacy (GCA) and coordinate with them on the surveys received. You will analyse and identify customers’ pain points (Detractors) or compliments (Promoters) based on customers’ verbatims. This is to ensure that the customers’ experiences are maintained at the professional level set by the management of Client Bank.

Major responsibilities include:-

• To extract the leads and send it to GCA Team daily.
• Surveys received will be via P-Web, SMS,IVR etc.
• After GCA download daily responses, map the responses to customer data and compile listing of “Detractors” including verbatim, these will be forwarded to the NPS champion to follow up with the customers and to close any loops.
• To work as the main custodian managing NPS while overseeing the NPS functions for our Mass market customers who are managed by our stakeholders.
• Perform follow up/service recovery calls for detractors with 0 to 4 rating and customers who gave negative comments in the verbatim.
• To understand the Voice of the customers (VOC) and place the correct tagging for reporting purposes.
• Perform other duties as assigned.

Requirements:
· A university degree holder or pursuing a degree in any discipline with a minimum 2 years experience preferably in a customer centre or financial services environment.
· A strong customer service mindset with good communication and customer centric drive to improve customer experience.
· Bi-lingual in English and a second language (preferred).
· Possess strong interpersonal skills and able to work independently and as a team.
· Analytical skills to drive call quality improvements and suggest process improvements.
· Familiar with banking and/or credit cards process and products, systems.
· Proficient in Microsoft Excel and Microsoft Office applications.
· Prior experience as a Bank's Call Centre Agent/TM for at least 2 years and must be universally-trained.