Total 1,948 project manager job vacancies in Customer Service category in Singapore

• Play an advisory role on client engagements
• Where necessary, help structure and present recommendations to senior leadership for approval
• As appropriate, play an active role in new client acquisition and new business presentations.
• Drive the discussion and development of quarterly & annual business review for key brands.
• Provide methodological support, coaching, professional development and training to staff.
• Participate in evaluating the digital health of current clients.
• Responsibilities include bring new logos & developing strong relationships with them for manpower services.
• connecting with key business executives and stakeholders for business development & get sourced profiles on requirements to achieve targeted goals with focus of RUN, INNOVATION & GROW

Job Description:

To support a complete portfolio of IT infrastructures for workplace and Telecom/WAN Services. This function assures IT services provided to its business organizations are in accordance with the expected service levels.

• Enable and support organizational transformation and change through the development and delivery of workplace strategies for the company.
• Coordinate communications and engagement between businesses and functions, to ensure workplace projects and initiatives deliver targeted business outcome
• Provide effective, compliant and functional leadership across the full breadth of workplace services for the portfolio
• Accountable for the IT Service Level Objectives, 3rd party vendor service quality, IT security risks, and shall align the IT operating processes to ISO/TS common quality criteria.

Profile:

• Possesses professional qualification in IT discipline or a relevant equivalent
• Technical experience in the Microsoft 365 will be an advantage.
• Sound understanding of how businesses operate and the key challenges faced in the operative environment
• Experience in coordinating, supporting or delivering workplace projects
• Excellent interpersonal, and communication skills
• People-oriented, customer service mindset
• Positive, team-oriented mindset, with a natural willingness to always go the extra mile

• Play an advisory role on client engagements
• Where necessary, help structure and present recommendations to senior leadership for approval
• As appropriate, play an active role in new client acquisition and new business presentations.
• Drive the discussion and development of quarterly & annual business review for key brands.
• Provide methodological support, coaching, professional development and training to staff.
• Participate in evaluating the digital health of current clients.
• Responsibilities include bring new logos & developing strong relationships with them for manpower services.

connecting with key business executives and stakeholders for business development & get sourced profiles on requirements to achieve targeted goals with focus of RUN, INNOVATION & GROW

Service and Project Engineer

• Working Days: Monday - Friday
• Working Hours: 8.45am to 6.15pm
• Working Location: Island wide (Client Site)
• Office Location: Boon Lay Way
• Salary: $2500 - $3500 + Transport Allowance

Responsibilities

• Planning and scheduling of Project activities
• Service, trouble shoot, installation, commissioning and maintain our range of equipment on sites.
• Provide continuous after sales support such as helping customers identify problems with installed equipment (if any), recommending improved material, machinery or parts for replacement and maintenance.
• Coordination with Customers (mainly PUB/ NEA), Suppliers and Contractors and maintain high standards of professional and personal conduct when interacting with customers
• Continuously improve on own’s knowledge on supplier’s products with the aim to introduce technology that add value to the customers.
• Product training to customers and business partners.
• Maintaining and updating a data base on equipment and spare parts catalogs, protocol manuals, data books, salvaging tools and materials where possible.

Requirement

• Diploma or Degree in any engineering fields
• Prior experience in a similar industry with similar experience with proven track record of success
• Engineering background to understand the drawings and any technical detail in supporting our clients on site
• Class 3 Driving License is a must, company vehicle provided

Penny Hu Yaping (R22111011)

Jobs Alley Pte Ltd (21C0599)

JOB MISSION

The Regional Service Manager is responsible for leading the service team with facilitating the processing of service tickets from start to finish for our clients with the utmost sense of urgency, professionalism and high quality required by our brand.

The Global Service Department is made up of a Global Service Manager based in the US, Regional Customer Service Managers based in the US, Singapore and the UK, with first line service receiving and dispatch being handled by our regional Customer Service Operators.

DUTIES

• Be responsible for the performance of the service execution globally on a day to day operational basis, with emphasis on the US region.
• Responsible for recruiting, training, day to day management, performance, development, and career progression of the US Customer Service Operators.
• Oversee all service tickets on a global basis to ensure that Service Level Agreements (SLAs) are met and are dealt with professionally and efficiently.
• Where necessary, intervene and take ownership of individual service tickets regardless of completion of region to ensure customer satisfaction.
• Provide weekly reports and metrics to clients, management, and internal stakeholders providing status updates of all ongoing service
• Proactively heading off potential problems ahead of time.
• Be the escalation point for clients and where necessary formulate and execute mitigation plans for service calls.
• Be the single point of contact within region to our clients for all strategic service matters and to hold regular face to face client meetings to ensure customer satisfaction.
• Hold weekly meetings with GS to review on-going global service calls, provide support, assistance and guidance to all global operators where necessary.
• Where needed, create and provide quotes and proposals to clients.
• Work closely with the Finance Department and executing financial administration such as managing and approving supplier invoices, verifying material purchases, and updating service agreement paperwork.
• To plan and schedule Routine Inspections (RI) of client sites.
• To continuously identify and implement process improvements to enable improved customer service and efficiency on a global basis
• Maintain and develop relationship with Local Service Partners maintain the Local Service Partner database
• Contribute to, and execute, the Global Service medium to long term strategy including department goals, vision, organization, processes and tools

REQUIREMENTS

• Associates degree or equivalent experience.
• 5+ years customer service experience.
• 2+ years leadership experience.
• Ability to multi-task in a fast-paced environment.
• Strong knowledge of computer operations and applications, including MS Office, Internet Browsing, and the ability to quickly understand security systems.
• Experience in dispatching or security industry environment a plus.
• Excellent written and verbal communication
• Can be proactive and problem solve
• Can work well in a team environment
• Must be highly organized and detail oriented
• Can work independently under minimum supervision

Job Description:

• Work closely with internal and external stakeholders to enhance service delivery.
• Feedback case management, call centre management, as well as working with relevant stakeholders (internal and external) on systems development and enhancement, ensuring that systems are able to help the organisation in effectively managing public feedback.
• Opportunity to be involved and implement inter-agency service improvement initiatives.

Working Arrangement:

Contract Duration: Perm Role

Location: Singapore Botanic Gardens

Salary:$3700-$6000/Month

Working Hours:

8.30am to 6pm Mon to Thu

8.30am to 5.30pm Fri

Role Requirements:

• Experience in systems management, call centre management, website management, data analytics, quality service management, etc.

• On the job training will be provided.

• Possess analytical, interpersonal and communication skills with excellent command of English.

• Able to work independently in a fast paced and dynamic working environment.

Job Description

· Able to provide recommendation and solution to customer in term of troubleshooting in accordingly to maker’s guidelines.

· Able to hand on and lead a team consists of engineer & technician to carry the job in anchorage, terminal, shipyard or during voyage repairs.

· Prepare Risk Assessment and plan for the work to be carried out.

· Work with internal and external stakeholders to achieve service excellence.

· Oversee the workshop operations and plan the workload accordingly.

· Responsible for continual improvement

· Other Ad-hoc duties as assigned by the Management.

Requirement

· Min Diploma in Marine engineering with 7 or more relevant working experience.

· Prefer with at least 4 – 5 years of sailing experience as Chief Engineer

· Good working knowledge in handling 2 stroke or 4 stroke engine or other machineries repairs whether is in workshop, onboard or during voyage.

· Positive mindset, Self-starter, team player, strong management skills and possess good analytical and solving skills and ability to work and adapt in a dynamic environment

· Able to lead and guide the team at short notice to achieve results.

· Able to travel and sail with the vessel when required at very short notice.

Position Summary :

This role is responsible for overall customer service function in Asia.

Role and Responsibilities

• Develop and implement Regional Customer Service strategy and People Development Plan including succession plans and/or organization changes to achieve department's sustainability and meet business needs.

• Develop CS management performance metrics to manage and lead the day-to-day Customer Service responsibilities including monitoring of all deliveries, month-end activities, cross-functional alignment, and communication.

• Maintain strong engagement with stakeholders to ensure conformance to order delivery, fulfilment

and customer satisfaction needed for business success.

• Regular engagement with Global Customer Service to maintain Global-Regional alignment.

• Manage back-orders and/or impact of supply interruptions on customers, provide timely updates and communications to customers by working together with internal and external stakeholders.

• Subject matter expert for all current and future systems and processes used in the Order-To-Cash

(OTC) and Master Data (MD) environment in APAC.

• Tracks key performance metrics, customer service performance data, and generates improvement

opportunities.

• To drive process improvements using data analytics and influence improvements across the

organization.

• Preparing and presenting monthly, quarterly, and annual reports of operations.

• Create a common framework and set of protocols for how we manage customers to support Sales.

• Responsible for Customer Service Team's actions to resolve any customer claims or complaints,

including processing customer returns or credit notes and follow up with logistics / quality for

resolution.

Job Requirements

• Bachelor’s degree in supply chain and or related field

• At least 8-10 years of relevant managerial working experience in a Manufacturing environment

• Knowledge of customer service, trade incoterms and customs procedures

• Knowledge of ERP system

• English -Excellent verbal and written communication skills for handling English speaking people

• Good Interpersonal, Communication, analytical and management skills

• A good team player and positive attitude

• Willing to take new challenges and make a difference.

• Willing to travel within Asia Pacific

The Service Manager is accountable to ensure a seamless, efficient, and effective end-to-end implementation and execution of assigned ITIL processes.

Your key tasks

• Act as the single point of contact for one or more customers for IT Outsourcing (ITO) and Application Management Services (AMS) in the existing Avaloq SaaS Center, Platform operations and AMS L2, L3 Organizations
• Ensure the delivery of ITO & AMS services according to the Service Level Agreements (SLAs) contracted to our customers
• Regularly update, review or re-define SLAs with the customers
• Responsible of the external and internal communication in case of major incidents
• Coordination of internal departments in order to favour a quick solution and subsequent remediation actions
• Report regularly on the services’ status to the customers and to the Avaloq  Management Team
• Supervise the implementation of the Service Management processes and proactively initiate actions, required to maintain and/or improve the service level
• Keep an effective communication with the customer and the account managers, facilitating the communication flow between the customer and Avaloq
• Contribute to the increase of the customer satisfaction, through the internal “Voice of the Customer” portal
• Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes
• Ensure clear representation and consistent communications internally and externally.
• Collate, prepare and submit/present defined KPIs and Statistics.

Our Benefits

• Competitive Remuneration

• Performance Bonus and Increments

• Medical Insurance Coverage

• In-House Career Development and external training

• An international and diverse work atmosphere

• Central Location in Singapore

What are we looking for?

• Permanent Full-Time Position for an early intervention centre manager to support Children with Special Needs.

• Assists in development and implementation of all internal policies, procedures and systems that are necessary for providing comprehensive services to clients.

• Evaluates staff feedback/concerns and facilitates the process for improvement.

• Conduct lessons in a specialized small group Early Intervention Program (EIP) setting.

• Create lesson plans and curriculum and track student progress.

• Prepare Individualized Educational Plan goals (IEP) for students, contributing to progress reports.

• Create learning activities, support with classroom supervision and follow-through of learning/behavior plans, support with children's daily living skills (toileting, dressing and mealtime routines).

• Work in collaboration with a multi-professional team of teachers and therapists.

• Maintain student files, attendance forms, visuals and other tasks.

• To liaise with parents to provide support for skill development.

• Previous experience mentoring junior teachers is valued.

• Responsible for the day-to-day operations of the early intervention centre

Candidate Requirements

• Minimum a Diploma in Early Childhood Education / Special Education or related educational fields. A Bachelor’s degree / Master’s degree in Teaching will be of value.

• Experience teaching with children with special needs

• Experience using standardized tools/assessments will be preferred.

• Must be proficient in communicating and writing professionally, in English.

• Salary commensurate with experience and level of qualification.

This is a 12 months contract assigned to our client

Work Location: Suntec

Salary Range : $4,000-$6,000

Work Shift

1. Rotating Shift

2. 5.5 days per week (44 hours per week)

3. Mon-Sun (including public holiday)

Educational & Skills Requirements

1. Candidate shall possess a recognized Degree

2. Minimum 5 years of experience in managerial positions in a contact center industry.

Job Description

1. Provide leadership and regular coaching to Team Leaders and Agents.

2. Responsible for managing the day-to-day running of the contact centre, which includes effective resource

planning in ensuring KPIs are consistently achieved

3. Work closely with HR to ensure fast, effective, and quality staff recruitment

4. Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to

thrive. This could be in the form of daily huddle sessions, team building activities and monthly

coaching sessions.

6. Conduct consistent reviews of staff performance to identify training gaps and needs

7. Take ownership and resolve any urgent or critical issues escalated by the Client or team

8. Work closely with Client to support investigation and service recovery process

Service Asset and Configuration Manager – Job Description

The Service Asset and Configuration Manager will support the identification, control, recording, reporting, verification, and auditing of configuration items (CIs) in a centralised Configuration Management Database (CMDB) while ensuring that processes, tools, and governance are in place and being used in accordance with the ITIL best practices.

Responsibilities:

· Develop, implement, communicate, maintain the IT Asset Management standards, processes, and procedures.

· Responsible for the implementation and support of the configuration management tools and systems.

· Manage asset discovery processes to ensure up to date and accurate inventory.

· Ensure that adequate governance is in place and the Service Asset and Configuration Management (SACM) processes are being executed successfully and are performing within their KPIs.

· Ensure integration with the other IT Service Management processes such as Incident, Change and Release Management.

· Identify and monitor key risk areas such as technology obsolescence and ensure audit compliance for the in-scope IT Assets

· Review and streamline the Asset and Configuration Management processes on a regular basis for efficiency and effectiveness ensuring any agreed changes to the processes are properly approved and communicated.

· Identify, control, record, report, audit and verify configuration items, including versions, baselines, constituent components, their attributes, and relationships.

· Plan and manage yearly IT asset verification exercise.

· Manage, track and report on all the in-scope IT assets.

· Guide and educate the Data Owners/Custodians and teams involved in the daily administration of the asset management related activities.

Qualification Requirements:

· Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, or equivalent experience

· 5-8 years of experience in Information Technology. Relevant experience in managing IT Assets is advantageous.

· Experience and strong subject matter expertise with IT Service Management processes including Configuration, Change, Incident, Problem and Release Management

· Possess working knowledge of IT Service Management and CMBD processes with hands-on experience in one or more ITAM/SAM tools, like ServiceNow, BMC Helix, HPSM etc.

· Specialized knowledge of defining, documenting, and implementing Asset Management and Configuration Management processes for both hardware and software CIs

· Experience in data analysis, SQL, R/ Python (Or other tools for statistical analysis) and data visualisation tools is advantageous.

· Strong attention to detail with excellent troubleshooting, verbal, and written communication skills

· ITIL Framework knowledge with a strong understanding of ITIL tools, processes and terminology is an advantage.

· Ability to influence a cross functional team to obtain desired results.

· Strong interpersonal communication skills to build good relationships with stakeholder.

· Ability to work to tight deadlines and manage multiple high-level tasks under pressure in a fast-paced environment.

· Highly analytical with strong understanding of the IT fundamentals and general knowledge on Enterprise IT

· Possesses a service-oriented nature with ability to learn new tools and technologies quickly.

· Meticulous and Quality conscious

• Position : Service & Project Engineer (Equipment) – No Experience Required!
• Location : Boon Lay
• Working hours : 5 Days Work Week – 8.45 AM to 6.15 PM
• Salary (commensurate with experience): Up to $3500 + Performance Bonus + Medical & Dental + Hospital Insurance + Company Van provided
• Duration : Permanent
• Industry : Supply of Equipment for Key Environmental Protection Projects

Main Responsibilities:

• Client visits and also monitor installation progresses at job sites
• Supporting sales team in preparation of technical presentations
• Working with sales engineers to assess and determine equipment needs and system requirements
• Supporting colleagues and suppliers by providing sales support such as identifying problems for installed equipment

Requirements:

• Minimum Diploma in Engineering
• Be able to understand and learn the mechanical and engineering aspects of the systems
• Must posses Class 3 Driving License
• Minimum 1 year of experience or no experience is welcome too!
• Bilingual in English and Mandarin to liaise with Chinese clients who can converse in Mandarin only

Email to: [email protected]

Do visit www.facebook.com/search.personnel for more job listings.

***We do not charge our candidates any referral fee nor bind them with any contract.***

Jeslyn Tan

Senior Consulting Manager (APAC)

Reg no.: R21101247 | EA No: 13C6684

NCS is the leading technology services firm that operates across the Asia Pacific region in over 20 countries, providing consulting, digital services, technology solutions, and more.

We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

We’re searching for a Senior Service Delivery Manager to be part of our diverse team of talent here at NCS!

If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you!

What we seek to accomplish together:

• Gather business and/or application requirements on the infrastructure to plan, design, install, test & implement systems in accordance with the specifications & service level.
• Aligned or enhanced ITSM/ITIL methodologies in daily operations e.g. Change, Incident, problem, release management & CMDB.
• Monitor & measure the performance & availability of systems proactively; implement corrective actions identified to improve performance & service level availability.
• Respond promptly to incident, root cause analysis & provide temporary and/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.
• Ensure service level meet requirement. Propose and implement action plan when required.
• Implement service continuity measures, i.e., backup/restore procedures & disaster recovery plan, to ensure continuous operation of the business.
• Create and maintain comprehensive documentation for all FM operations.
• Assist in preparation of proposals and solution presentations.
• Able to manage a large diversified full fledge IT teams, ranging from helpdesk, desktop, operators, systems, network, middleware, database.
• Attain key certifications for partnership with key vendors.
• Technical project management experience and mentor to junior team lead and engineers.
• Lead and manage database changes through change request process & provide status reports to the relevant parties.
• Lead and monitor & measure the performance & availability of databases proactively; implement corrective actions identified to improve performance & availability.

A little about you:

• Able to lead, develop and maintain respectful and trusting relationship
• Proficient in written and spoken English
• Comfortable with 24 x7 standby work arrangements
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.

What you might also need to have:

• 8 - 10 years IT project management experience
• Experience in the development, implementation and operation support of information technology projects in a range of organizations
• Degree in Information Systems or equivalent
• Certification in PMP / CITPM/ ITSM / ITIL V3 or above

As Asia’s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.

We Grow our People, Value our Clients, and Create our Future.

We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.

You can find out more about our Group’s sustainability focus to guide how you can contribute to our objectives at Sustainability Reports.

About NCS Group

We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.

We’re here to make the extraordinary happen.

Find out more at ncs.co and our LinkedIn career site.

We handle all profiles with the highest level of confidentiality.

Salary: S$4,000

Work duration: Contract till 31 December 2024 (Extendable based on performance and project requirements)
Working hours: Monday – Friday, 8.30am – 6pm (May need to rotate to work on weekends if necessary)
Work location: Novena (work in office)

Responsibilities:

· Manage overall project database including develop and implement of statistical reports

· Interpret data, analyze results using statistical techniques and provide ongoing reports

· Acquire data from primary or secondary data sources and maintain data systems

· Work with management to prioritize business and information needs

· Locate and define new process improvement opportunities

· Provide quality assurance of imported data

· Report the results back to the project managers and stakeholders

· Lead a team of Customer Service Officers to achieve KPI

· Conduct survey interviews via outbound calls and field visits to collect timely and reliable data for national statistical information

· Handle incoming hotline and mailbox enquiries to resolve respondents’ issues

· Compile, record, input survey returns and data accurately into the system

· Conduct data verification of completed survey cases to ensure accuracy and reliability of data

· Set KPI for the officers in accordance to the project timeline to ensure project’s success

· Provide assistance, guidance, and coaching support to officers to meet KPI

· Assess work performance of officers and identify areas that need improvement

· Ensure that the given KPI for the team are being met based on the project timeline

· Monitor and provide project status report to manager

Job Requirements:

· Minimum 2 years of relevant experience with proven record in supervisory role

· Technical expertise regarding data models, database design development, data mining and segmentation techniques

· Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, Power BI, Tableau etc)

· Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

· Outstanding organizational and leadership skills

· Able to work in high pressure, stressful situations

· Excellent customer service skills

EA License No: 01C4394

EA Personnel ID: R1655869

EA Personnel Name: Chua Le Teng, Sherry

**We regret that only shortlisted candidates will be notified**

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We're looking for someone who is determined and can adapt swiftly. This is a remote work base with flexible working hours.

You'll be responsible with

- Communicating with potential clients to schedule meetings

- Ensuring existing clients are content with our services.

- Coordinating tasks between sales and administration is also part of the role

It's important to maintain discipline and independence. The salary range is between $3,000 and $6,000.

COMPANY DESCRIPTION

CrimsonLogic, part of the PSA Group, is a global technology company that digitalises and simplifies global trade for businesses and governments around the world through intuitive and delightful solutions.

With over 35 years of experience advancing trade facilitation, compliance, port operations, government services and logistics, we push the boundaries of technology with insightful innovation and deep domain expertise of global trade driven by customer-centricity at our core.

Having pioneered the worlds first single-window trade facilitation system, we continue to drive the digital transformation of global trade in over 40 countries with sustainable, impactful solutions for a more seamlessly connected world.

RESPONSIBILITIES

• Provide leadership and guidance to a team of engineers to drive improvements in availability, stability, and reliability in IT infrastructure that supports mission critical systems
• Monitor performance, capacity, availability, and usage metrics to ensure established SLAs are being met and guide the engineers to pro-actively resolve any issues. This will include mission critical systems.
• Ensure required configuration management, backup and recovery, security management, and disaster recovery plans are in place and being followed.
• Manage vendor activities required for operational maintenance support of the infrastructure, as well as ensure infrastructure software is maintained at appropriate revision levels.
• Develop and maintain "end-to-end " technical knowledge of all the mission critical systems and applications.
• Manage and develop engineering resources, optimizing resource utilization
• Manage infrastructure projects, such as migrations to cloud (AWS & Azure) and technology refreshes.
• Independent with minimal supervision and proficient in various Unix/Wintel platforms and middleware.

• Bachelors Degree in Computer Science or equivalent
• Minimum 10 years of experience in related field with at least 5 years of management role
• Good interpersonal skills, able to communicate effectively with all levels
• Collaborative and strong team player
• Able to provide 24/7 support based on operations requirement eg, Operation incident.
• Fast thinking, able to remain calm and make quick decisions during operation emergencies
• Technically competent for the role and able to provide guidance to the team
• Any Project Management Certification eg. CITPM, PMP will be an advantage.

What Do We Offer :

• We create opportunities for our people to grow professionally.
• We provide platforms for our people to share their creative ideas and solutions across.
• We emphasize the culture of learning and continuous improvement.
• We offer transparency where open discussion is encouraged across all levels.

Crimsonlogic is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. Were dedicated to creating a welcoming and supportive culture where everyone belongs.

Times Higher Education is the data provider underpinning university excellence in every continent across the world. As the company behind the world’s most influential university ranking, and with almost five decades of experience as a source of analysis and insight on higher education, we have unparalleled expertise on the trends underpinning university performance globally. Our data and benchmarking tools are used by many of the world’s most prestigious universities to help them achieve their strategic goals and our events series act as the home of higher education thought leadership around the world.

Location: #09-05, PLUS, 20 Cecil Street, Singapore 049705

The Role:

An exciting opportunity has arisen for a Customer Success Manager to join Times Higher Education’s thriving Customer Success team to provide support across all corporate clients within the portfolio, working across our physical and digital events, as well as branding, consultancy, and advertising opportunities.

THE’s website attracts millions of academics, educational influencers, and students each year, and we work with a range of trusted referral partners – from start-ups to multinationals – to ensure all stakeholders get the advice, support, and resources they need to excel in their current situations.

THE's highly prestigious series of global summits and forums are designed for university leaders and policymakers, featuring Nobel laureates, University presidents and government representatives, whilst our Digital Universities Week and THE Campus Live series attract practitioners from around the world to discuss best-practice alongside global leading brands.

The successful candidate will work closely with Sponsorship Directors within the Corporate Solutions division, further liaising with our Consultancy, Content, Operations, Marketing, and Editorial teams. The Customer Success Manager – Corporate will support the Corporate team with achieving sponsor deliverables, keeping all event trackers up to date, communicating and preparing partners for our events series, both physical and digital. The job would suit someone who is proactive, highly organised, outgoing, professional with excellent communication skills, and who has a passion for providing excellent customer service, whilst looking to build a career in the events industry.

The successful candidate will be used to thriving in a fast-paced environment and working creatively and effectively both independently and within a hard-working team. This position offers a great opportunity to grow your digital marketing skills while exercising your problem-solving ability and building strong relationships with colleagues & clients in a cutting-edge business.

Key Responsibilities

• Supporting the sponsorship team with client delivery across virtual and digital events, branding, advertising, consultancy, and bespoke events.
• Main point of contact for sponsors collating contact details, information, and event specific requirements.
• Managing all brand assets, logos, speaker bios and key sponsor information as required.
• Serve as one of the main contacts at events for staff, sponsors and other vendors as needed. This includes pre-show, on show site and post-event.
• Main point of contact for sponsor queries and requests for amends to their details.
• Ensuring all event project plans are up to date.
• Attending any pre or post-event briefs and wash ups.
• Helping streamline processes and efficiencies across the division and shaping a newly formed and rapidly growing team.

Person Specification

Essential Skills/Qualifications

• Excellent communication and interpersonal skills with the ability to work with senior leaders from government, academia, industry across a wide range of personalities, abilities, and cultures.
• Minimum of two years of proven account management and/or operations experience, especially in live or digital events.
• Quick to grasp new concepts and understand the value proposition for different groups of prospective sponsors.
• Pro-active in identifying new ideas/trends and how they can be applied to existing campaigns and/or initiated as new ideas for existing clients.
• Ability to work to agreed deadlines, working well under pressure.
• Excellent planning and organisational skills to manage and prioritise workload.
• Analytical from a marketing perspective – able to explain user interactions and how content/campaigns can be optimised and refined to support future success.
• Able to build strong relationships with colleagues and clients.
• Process driven with meticulous attention to detail.
• Logical thinking and problem-solving ability, innovative at creating solutions.
• Ability to work independently as well as part of a team. Be able to act on your own initiative when dealing with issues, and to be proactive in your approach to your work but knowing when to seek advice.
• Strong drive, self-motivated.
• Able to handle multiple projects.
• Switched on and can-do attitude.
• Commercial acumen.

Desirable Skills/Qualifications

• Knowledge of the Higher Education sector would be beneficial.

THE are proud to be an equal opportunities employer. We recognise that we are all different. Great strength is born through different perspectives and experiences. That is why we are committed to our mission of creating an inclusive culture that enables our people to feel able to bring their whole selves to work. We are proud to be part of the Global Equality Collective and a mindful employer to help support THE achieve this.

Service Asset and Configuration Manager – Job Description

The Service Asset and Configuration Manager will support the identification, control, recording, reporting, verification, and auditing of configuration items (CIs) in a centralised Configuration Management Database (CMDB) while ensuring that processes, tools, and governance are in place and being used in accordance with the ITIL best practices.

Responsibilities:

· Develop, implement, communicate, maintain the IT Asset Management standards, processes, and procedures.

· Responsible for the implementation and support of the configuration management tools and systems.

· Manage asset discovery processes to ensure up to date and accurate inventory.

· Ensure that adequate governance is in place and the Service Asset and Configuration Management (SACM) processes are being executed successfully and are performing within their KPIs.

· Ensure integration with the other IT Service Management processes such as Incident, Change and Release Management.

· Identify and monitor key risk areas such as technology obsolescence and ensure audit compliance for the in-scope IT Assets

· Review and streamline the Asset and Configuration Management processes on a regular basis for efficiency and effectiveness ensuring any agreed changes to the processes are properly approved and communicated.

· Identify, control, record, report, audit and verify configuration items, including versions, baselines, constituent components, their attributes, and relationships.

· Plan and manage yearly IT asset verification exercise.

· Manage, track and report on all the in-scope IT assets.

· Guide and educate the Data Owners/Custodians and teams involved in the daily administration of the asset management related activities.

Qualification Requirements:

· Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, or equivalent experience

· 5-8 years of experience in Information Technology. Relevant experience in managing IT Assets is advantageous.

· Experience and strong subject matter expertise with IT Service Management processes including Configuration, Change, Incident, Problem and Release Management

· Possess working knowledge of IT Service Management and CMBD processes with hands-on experience in one or more ITAM/SAM tools, like ServiceNow, BMC Helix, HPSM etc.

· Specialized knowledge of defining, documenting, and implementing Asset Management and Configuration Management processes for both hardware and software CIs

· Experience in data analysis, SQL, R/ Python (Or other tools for statistical analysis) and data visualisation tools is advantageous.

· Strong attention to detail with excellent troubleshooting, verbal, and written communication skills

· ITIL Framework knowledge with a strong understanding of ITIL tools, processes and terminology is an advantage.

· Ability to influence a cross functional team to obtain desired results.

· Strong interpersonal communication skills to build good relationships with stakeholder.

· Ability to work to tight deadlines and manage multiple high-level tasks under pressure in a fast-paced environment.

· Highly analytical with strong understanding of the IT fundamentals and general knowledge on Enterprise IT

· Possesses a service-oriented nature with ability to learn new tools and technologies quickly.

· Meticulous and Quality conscious

Working Days: 5.5 days (44 hrs per week)

Working Location: Suntec City

Salary: Up to S$6000

Employment Type: 1 Year Contract

Job Description

• Provide leadership and regular coaching to Team Leaders and Agents.
• Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved.
• Work closely with HR to ensure fast, effective, and quality staff recruitment.
• Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive.
• This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
• Conduct consistent reviews of staff performance to identify training gaps and needs.
• Take ownership and resolve any urgent or critical issues escalated by the Client or team.
• Work closely with Client to support investigation and service recovery process

Job Requirement

• Candidate shall possess a recognized Degree with at least 3-5 years of experience in managerial positions in the contact centre industry.

HOW TO APPLY:

Interested applicants, please submit your updated resume in PDF/MS Word format to [email protected]

Please state your availability, current & expected salaries for processing purpose.

All applications will be treated in the strictest confidence.

We regret that only shortlisted candidates will be notified.

Brandon Lim | EA Registration No: R21102894

Service Asset and Configuration Manager – Job Description

The Service Asset and Configuration Manager will support the identification, control, recording, reporting, verification, and auditing of configuration items (CIs) in a centralised Configuration Management Database (CMDB) while ensuring that processes, tools, and governance are in place and being used in accordance with the ITIL best practices.

Responsibilities:

· Develop, implement, communicate, maintain the IT Asset Management standards, processes, and procedures.

· Responsible for the implementation and support of the configuration management tools and systems.

· Manage asset discovery processes to ensure up to date and accurate inventory.

· Ensure that adequate governance is in place and the Service Asset and Configuration Management (SACM) processes are being executed successfully and are performing within their KPIs.

· Ensure integration with the other IT Service Management processes such as Incident, Change and Release Management.

· Identify and monitor key risk areas such as technology obsolescence and ensure audit compliance for the in-scope IT Assets

· Review and streamline the Asset and Configuration Management processes on a regular basis for efficiency and effectiveness ensuring any agreed changes to the processes are properly approved and communicated.

· Identify, control, record, report, audit and verify configuration items, including versions, baselines, constituent components, their attributes, and relationships.

· Plan and manage yearly IT asset verification exercise.

· Manage, track and report on all the in-scope IT assets.

· Guide and educate the Data Owners/Custodians and teams involved in the daily administration of the asset management related activities.

Qualification Requirements:

· Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, or equivalent experience

· 5-8 years of experience in Information Technology. Relevant experience in managing IT Assets is advantageous.

· Experience and strong subject matter expertise with IT Service Management processes including Configuration, Change, Incident, Problem and Release Management

· Possess working knowledge of IT Service Management and CMBD processes with hands-on experience in one or more ITAM/SAM tools, like ServiceNow, BMC Helix, HPSM etc.

· Specialized knowledge of defining, documenting, and implementing Asset Management and Configuration Management processes for both hardware and software CIs

· Experience in data analysis, SQL, R/ Python (Or other tools for statistical analysis) and data visualisation tools is advantageous.

· Strong attention to detail with excellent troubleshooting, verbal, and written communication skills

· ITIL Framework knowledge with a strong understanding of ITIL tools, processes and terminology is an advantage.

· Ability to influence a cross functional team to obtain desired results.

· Strong interpersonal communication skills to build good relationships with stakeholder.

· Ability to work to tight deadlines and manage multiple high-level tasks under pressure in a fast-paced environment.

· Highly analytical with strong understanding of the IT fundamentals and general knowledge on Enterprise IT

· Possesses a service-oriented nature with ability to learn new tools and technologies quickly.

· Meticulous and Quality conscious

NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region and is a member of the Singtel Group. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers.

We deliver end-to-end ICT solutions to help governments and enterprises realise business value through digital transformation and the innovative use of technology. Over the years, NCS has played a critical role in the Singapore government’s efforts to computerise the civil service sector and integrate IT into its public services.

The Service Management Manager is responsible for supporting IT Service Management such as Configuration, Change, Continual Service Improvement, Capacity, etc.

Responsibilities:

• Managing and supporting ITIL/ITSM processes and procedures

• Support the team members and clients throughout the ITSM processes

• Generating reports in a periodic and ad-hoc basis

• Supporting the Service Delivery Manager on the ITSM processes/procedures

Requirements:

• 5-8 years of experience in IT Service Management

• Strong knowledge of ITIL framework and ITSM processes

• Proficiency in ServiceNow and other ITSM tools

• Experience in Capacity Planning, Change Management, and IT Asset Management

• Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

• Strong analytical and problem-solving skills

• Bachelor's degree in Computer Science or related field.

Job Title:

Service & Operations Executive

Reporting to:

Head of Engineering

Job Overview:

As a Service and Operations Executive, you will play a crucial role in ensuring the efficient operation of our company's service department. You will be responsible for managing service requests, coordinating field service personnel, and overseeing daily operations to meet customer needs and organizational objectives. Your attention to detail, problem-solving skills, and dedication to providing exceptional service will contribute to our continued success.

Responsibilities:

1. Service Request Management:

• Receive and process service requests from clients via various channels, including phone, email, and service management systems.
• Assess the urgency and technical requirements of each service request.
• Schedule service appointments and assign field service personnel based on availability and skills.
• Maintain accurate records of service requests, appointments, and service outcomes.

2. Field Service Coordination:

• Coordinate the deployment of field service engineers and technicians to customer sites.
• Ensure that field personnel have the necessary tools, equipment, and resources to perform their tasks effectively.
• Monitor field service activities to ensure timely completion and customer satisfaction.
• Address any on-site challenges or issues that may arise during service visits.

3. Client Communication:

• Serve as the primary point of contact for clients regarding service-related inquiries, updates, and issue resolution.
• Communicate service appointment details, including arrival times and technician information, to clients.
• Follow up with clients to gather feedback on service quality and overall satisfaction.

4. Inventory Management:

• Maintain an accurate inventory of spare parts, tools, and equipment required for service operations.
• Coordinate the replenishment of inventory items as needed.
• Monitor inventory levels to minimize downtime and ensure efficient service delivery.

5. Process Improvement:

• Identify opportunities to streamline service processes, reduce costs, and enhance overall efficiency.
• Collaborate with the Operations Manager to implement process improvements and best practices.
• Participate in regular meetings to discuss operational challenges and solutions.

6. Reporting:

• Generate regular reports on service performance, including response times, resolution rates, and customer feedback.
• Provide insights and recommendations based on report findings to improve service operations.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
• Proven experience in service operations, preferably in a technical or equipment service environment.
• Strong organizational skills and the ability to manage multiple tasks and priorities.
• Excellent communication and interpersonal skills for client interactions and team collaboration.
• Proficiency in using service management software and tools.
• Problem-solving abilities to address service-related challenges effectively.
• Attention to detail and a commitment to delivering high-quality service.
• Flexibility to adapt to changing priorities and work schedules.

Responsibilities

• Managing a team of technicians and engineers who are responsible for installing, configuring, and maintaining the communication system. Ensure that the team is properly trained and equipped to deliver the service to customers
• Building and maintaining strong relationships with customers. This involves understanding their needs and expectations and ensuring that the system is meeting those needs
• Ensuring that the service delivery meets the quality standards set by the Authority. This involves monitoring performance metrics, identifying areas for improvement, and implementing corrective actions as necessary
• Managing the service delivery budgets, including resource allocation, cost management, and revenue forecasting
• Managing service delivery contracts with customers. This includes negotiating terms, ensuring compliance with contractual obligations, and managing customer expectations
• Identifying and managing risks associated with service delivery. This involves developing risk management plans and implementing mitigation strategies to minimize the impact of risks on service delivery
• Ensuring that the communication system is properly maintained on a regular basis. This includes conducting routine checks, inspections, and preventative maintenance to ensure that the system is operating at peak performance
• Diagnosing and repairing faults in the communication system. This includes troubleshooting, testing, and repairing any equipment or software malfunctions that may occur
• Managing spare parts and equipment required for the communication system. This involves maintaining an inventory of spare parts, ensuring that the required parts are available when needed, and ordering new parts as required
• Monitoring the performance of the communication system. This includes conducting regular tests and measurements to ensure that the system is operating within specified parameters and identifying and resolving any issues that may arise
• Ensuring that the communication system meets all safety regulations and standards. This includes ensuring that all equipment and installations are in compliance with safety codes, regulations, and standards

Requirements

• Experience with transmission network technology (optical/packet transport circuits)
• Experience managing external vendors, commercial negotiations
• Good financial and people leadership skills
• Working location is in Ang Mo Kio
• Singaporeans Only

• High growth plans
• Opportunity for learning
• Leadership position

Reporting into the Head of Customer Service, you will partner key stakeholders in the bank to lead process improvement initiatives to drive Customer Service policies, procedures, improvement initiatives for the bank. You will be responsible for monitoring performance management through data analytics, identifying process improvements and develop solutions for digital transformation.

The ideal candidate comes with at least 10-12 years relevant experience in Customer Service/Call Centre from a Financial Institution. You are a strong communicator who is able to translate business needs to relevant stakeholders, strong with data analytics and has a keen eye for identifying gaps in current processes.

Applicants who are keen please send across your updated CV to [email protected] or click on the link to apply.

Reg No. R1987809
BeathChapman Pte Ltd
Licence no. 16S8112