Problem and Continuous Improvement Lead

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.

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 Overview

The ITSM team ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing Technology Teams with a framework to operate and deliver IT services to our customers. The Problem and Continuous Improvement Lead role primarily manages the post mortem analysis and 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:

• Facilitate root cause analysis (RCA) sessions to identify underlying causes, capture lessons learned and establish preventive measures to avoid recurrence.
• Track and drive follow-up actions to ensure the timely closure of problem tickets.
• Perform trend and impact analysis to identify, raise, and register problem records.
• Conduct regular tabletop exercises to strengthen incident response readiness and build operational resilience.
• Serve as the custodian and gatekeeper of all known errors, ensuring accurate documentation and governance.
• Monitor, track, and report Problem Management key performance indicators (KPIs) to measure effectiveness and drive continuous improvement.

Continuous Improvement:

• 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.
• Conducting detailed analysis of the current situation that accurately describes the issues.
• Specifying deliverables, outcome indicators, and performance-measured indicators.
• Specifying obstacles and ways to overcome them through continuous improvement.
• Regularly monitoring the implementation of solutions to achieve objectives and expected benefits.

Requirements

• Minimum 7 - 9 years of relevant experience in managing IT Incident, Problem and Continuous Improvement.
• Good understanding of current regulatory requirements in Singapore (MAS Technology Risk Management Guidelines, MAS Cyber Hygiene and Cybersecurity Code of Practice).
• Good working experience in leading a small to mid-size team.  
• Able to manage large scale and complex project initiatives’ priorities.
• Attention to details, able to thoroughly and accurately review and track tasks.
• Possess strong IT Service Management working knowledge.
• ServiceNow experience will be a plus.
• ITIL certified preferred.

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