Service Management Specialist (6 months maternity coverage), Toa Payoh

Job description:
Position Summary
The Service Management team 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.
Key Responsibilities
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 issue 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. Participating in any process discussion, Change Requests and enhancement required by the respective platforms • Participating 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 Requirements Education and Experience Diploma or bachelor's degree in business, Information technology or related field 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas Skills and Knowledge Proficient in Microsoft Office Suite 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