Service Management Associate

Job description:

Team and Position Summary

BCS Service Hub division serves as the primary industry contact, ensures seamless participant onboarding, enables user services, manages monitoring and alerts, handles user query/ incident reporting and oversees certificate authority management, all with a strong commitment to operational excellence.
The Associate plays a crucial role in enabling participant services and ensuring uninterrupted service availability and business resiliency through collaboration with Technology and Product Divisions. He/she also partners with Line 2 and Line 3 support to uphold SOPs, Policies, and Regulatory standards, and directly contribute to the organization's revenue via billable services.

Key Responsibilities

Collaboration
• Actively participate in team discussions, sharing ideas and insights
• Work collaboratively with team members to achieve common goal

Participant Administration
• Support participant onboarding and offboarding for multiple payment systems (e.g., CTS, IBG, FAST, PayNow, Cross Border).

• Coordinate Industry Testing (IDT) and MAS Electronic Payment System Plus (MEPS+) testing, and participate in Industry Testing (IDT) where necessary, ensuring participant readiness and smooth execution.
• Oversee the facilitation of production cutovers, ensuring a seamless transition from testing to live production environments.
• Prepare and follow up on quotations to participants.
• Manage the end-to-end cheque verification process, including performing cheque verification test, preparing test results, and submitting them to scheme owner.
• Ensure ongoing functionality and stability of system through routine checks, troubleshooting issues, and performing necessary updates.

Operational Reporting and Support
• Support audits and inspections by gathering documentation and evidence for line 1.5, 2 or 3 assurance divisions.

• Support and participate in industry-wide contingency drills and exercises.

 

Reporting and Documentation

• Check daily and monthly billing reports for payment systems (e.g., CTS, FAST, IBG, PayNow, Cross Border).
• Update and maintain accurate documentation for daily operations, contingency exercises, post-mortem analysis, and operational risk assessments.

Stakeholder Engagement and Communication

• Ensure participants are informed on documentation releases, testing schedules, and participant security program updates.
• Engage in cross-divisional collaboration to integrate participant administration activities with organizational objectives.
• Participate in industry-wide contingency drills and exercises, ensuring clear communication with participants and stakeholders.
• Liaise with Technology division to prepare for releases (i.e., MNR deliberation, SOT walkthrough), and communicate release timelines and activities to participants.

 

Requirements

Education and Experience:

• Bachelor's Degree and preferably with working experience within the financial industry. GCE A-level or Diploma holder in any discipline can be considered if the candidate has a good track record of relevant working experience.

• Experience in banking operations or customer service roles will be preferred.

Skills and Knowledge:
• Good communication skills, with the willingness to collaborate across teams and participants.
• Analytical and problem-solving skills with a data-driven mindset.

• Strong communication and presentation skills.
• 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.
• Good time management and follow-up skills.
• Provide weekend support due to maintenance or industry activities when required.