Operations & Customer Service Associate

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

The Operations division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

 The Operations Support will be the first level of contact for external customers and is responsible for manning the service help desk.  The Operations Support will also help to deliver the overall division's strategies and objectives.

Key Responsibilties

• Operate the Platform Support escalation mailbox/portal, ensuring the delivery of an excellent and consistent level of customer service through various communication channels, such as email and ticketing system
• Provide support to internal and external stakeholders and escalate issues to Technical teams as necessary
• Schedule meetings with external teams and internal stakeholders, provide insights and details from L1 Support perspective for joint discussion in resolving any issues raised by industry
• Raise and track tickets via the internal ticketing system for case escalation, ensuring timely assignment of tickets and providing necessary follow-up actions to assist the ticket requestor according to Service Level Agreements (SLAs)
• Develop and maintain standard operating procedures. Participate in any process discussion, Change Requests and enhancement required by the respective platforms
• Participate in projects and perform User Acceptance Test
• Prepare and present presentation deck for meetings and presentations to internal stakeholders for the respective platforms
• Prepare and coordinate monthly meetings with the industry and Scheme owner including Monthly Steering Committee meetings
• Arrange for billings/invoice checking and coordination with Banks and Billing Organization representatives

Requirements

Education and Experience

• Bachelor’s degree in any discipline.  Diploma holder or GCE A-Level in any discipline will be considered if the candidate has a good track record of relevant working experience.
• Experience in banking operations or customer service are preferred.

 Skills and Knowledge

• Good customer and stakeholder management skills
• Agile and able to work independently
• Proficient in 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, prioritise and deliver consistent results under pressure

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)