Terminal Operations Lead

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

Position Summary

The Terminal Operations Lead, will be leading an approximate 20 headcounts under the following sub departments:

• Terminal Preparation
• Terminal Preparation Store
• Warehouse
• Workshop

Key Responsibilities

• Lead the Field Service team to oversee day to day operation on capacity planning and scheduling of jobs deployment and fault call
• Work closely with Service Delivery Team in delivering services within SLAs
• Handle all technical issue to ensure that the terminal is functioning at deployment
• Attend to customer complaints and conduct root cause analysis, take immediate corrective action and implement preventive actions
• Ensure all technician are equipped with the skill set for standard scope of work
• Develop/Upkeep Operation training/troubleshooting/configuration guides for technicians
• Plan and maintain efficient operation by designing, implementing and evaluating field service support processes, policies and procedures
• Develop and manage annual budget, staffing, performance management, employee development and satisfaction, reward and recognition
• Prepare and submit report to management/customers on time and attend meeting as required
• Maintain an effective continuity plan
• Handle Pass applications (Airport, Government sector) for technicians
• Liaise with external vendors for quotations, raise memo, create PR and generate PO and perform GRN
• Communicate and liaise with relevant departments and external vendors for new systems or system enhancement, develop and perform UAT and Production testing
• Support 2nd level CTS Merchant's profile and parameter setup in internal systems

Requirements

• Degree or Diploma in Technical Engineering
• At least 5 years of Operation experience required, with a minimum of 2 years in a Managerial position
• Team Player with effective communication skills and a strong analytical mind
• Able to work extended hours, if required, subject to the dynamic field operation environment
• Good in Microsoft excel, power point is required

Network for Electronic Transfers (Singapore) Pte Ltd.