Problem & Continuous Improvement Manager

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 ITSM team ensures BCS ITIL processes are operationally relevant and optimised with sufficient controls, providing Technology Teams with a framework to operate and deliver IT services to our customers. The Problem and Continuous Improvement Manager role primarily manages the post mortem reporting of all the technology incidents impacted to BCS customers, driving the root cause analysis, long-term solution and ensuring key stakeholders are updated timely. The incumbent will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions. The role is also expected to drive any key programs to bring the tech estate to a greater height as part of the continuous improvement process. 
 

Key Responsibilities:

Problem Management:
•    Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions. 
•    Track follow up actions ensuring timely closure of problem tickets.
•    Perform analysis to identify and register problem tickets.
•    Gatekeeper of all known errors
•    Track and report all problem management related KPIs.

Continuous Improvement:
•    Clearly defining program objectives and scope.
•    Evaluating and prioritizing potential improvements based on gains and required effort.
•    Establishing a clear and well-articulated implementation plan.
•    Establishing criteria for the project’s success and preparing a sound statement of constraints/limiting factors.
•    Appropriately implementing principles of governance.
•    Resolving technical problems such as product, interpretation of regulations, and resource availability.
•    Identifying intervention priorities and indicators
•    Conducting detailed analysis of the current situation that accurately describes the issues
•    Specifying deliverables, outcome indicators, and performance-measured indicators
•    Mapping out in detail the desired situation
•    Clearly defining methodology
•    Accurately analyzing options including impact and feasibility
•    Specifying obstacles and ways to overcome them through continuous improvement
•    Regularly monitoring the implementation of solutions to achieve objectives and expected benefits

Requirements:

•    Minimum 3-6 years of working experience in incident and problem management in a large organisation
•    Experience working in a regulated financial institution is an advantage.
•    Good understanding of digital payments landscape is a plus.
•    Good functional and technical understanding of cloud technology components
•    ServiceNow experience will be a plus.
•    Fair knowledge of AWS technology
•    Effective communication skills and able to articulate complex matters in concise manner.
•    Good inter-personal skills with the ability to manage customers well.
•    Strong analytical skills and able to deal with complex technical and process subject matters.
•    Self-motivated and able to work independently.
•    ITIL 4 certified.

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