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.
Job Responsibilities
The incumbent will be responsible for:
1. Handle daily operational tasks and provide customer support with quality and consistency
· Perform daily operational routines and manage ad-hoc tasks.
· Provide customer support on platforms and trading related matters through monitoring and tracking to proper closure of the issues logged by raising JIRA tickets.
· Perform first level investigation and provide timely status update to clients.
· Collaborate with stakeholders to ensure timely resolution on issues raised.
· Identify channel related issues and collate customer feedback for issue logging.
· Manage service downtime, facilitate publication and timely communications of notices on all digital channels to clients and internal users.
· Prepare communications plan for online marketing campaigns and user engagement during service recovery.
· Prepare and update SOP documentation in a timely manner.
2. Support business projects and process improvement initiatives
· Support Digital Platform’s projects through process/system improvements and enhancements on customer journey and trading platform.
· Collaborate with cross functional teams from IT, Operations, Client Services, Marketing, Finance, Legal, Compliance, Risk, Vendors and others to fulfil customer and business needs.
· Prepare user requirements, functional specifications, user process documentation, mockup screens and test scenarios/cases according to business requirements and objectives.
· Provide support and ensure project timelines are met and scope performed according to requirements.
· Review and streamline existing processes in efforts to achieve process efficiencies, cost-savings and improved user experience.
· Prepare user training materials in the form of user guide, slides, videos, etc.
· Formulate test strategies, coordinate and perform user acceptance testing with key stakeholders and seek for sign off.
· Provide support for post-deployment verification to ensure all issues are escalated and resolved in a timely manner.
· Monitor the Customers feedback/ratings on the digital channels to identify areas for improvement, define short term action plan and long term fixes to address customer 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.
