About BCS
BCS is NETS’ wholly owned subsidiary and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast and Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR Central Repository.
Position Summary
This incumbent will be the 1st Line defense on all BAU activities including management of the helpdesk. He or she will also be responsible for providing support to the Team Leads in delivering the division's strategies and objectives.
He or she will be working in a highly collaborative environment with cross-functional teams. He or she will clearly and concisely communicate business and technical challengers and solutions to both internal and external stakeholders of various departments/source. He or she will be responsible for maintaining high quality standards and creatively and strategically responding to problem solving throughout the product delivery process. Be excited about new web technologies and/or techniques.
Key Responsibilities
- Handling the service desk, corresponding and deliver excellent and consistent level of customer service via various touch points i.e. email and phone calls
- Provide support to internal and external stakeholders, and escalate issues to other teams as appropriate
- Setting and coordinating meetings with external team and our internal stakeholders
- Raising and tracking of tickets via internal ticketing system for case escalation
- Daily managing of the service desk to assign tickets on a timely basis and provide necessary follow-up actions to assist the ticket requestor according to SLA
- Documenting Standard Operating Procedures
- Perform User Acceptance Test
- Assist in incident/crisis management handling
- Prepare presentation deck on platform statistics (SLA, Tickets volume & etc)
Requirements
- Bachelor’s Degree and preferably with working experience within the financial industry
- Diploma holder in any discipline can be considered if the candidate has an extensive amount of relevant working experience
- Good customer and stakeholder management skills
- Ability to work independently, with minimal supervision and guidance
- Experience working in an agile environment
- Experience in using 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, prioritize and deliver consistent results under work pressures
- Possess knowledge and experience on banking operations/Customer Service roles preferred
