Operational Support Associate

BANKING COMPUTER SERVICES PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the financial sector is seeking an Operations Excellence Support professional to drive operational efficiency and improve decision-making. The role involves resource planning, continuous improvement projects, and performance reporting. The ideal candidate will have a background in statistics or operations management, with strong analytical skills and experience in data analysis tools. Join a dynamic team dedicated to enhancing operational excellence.

Qualifications

• Minimum of 3 years of experience in operational excellence or resource management.
• Demonstrated success in defining KPIs and developing dashboards.

Responsibilities

• Collaborate to assess workforce capacity and ensure optimal resource allocation.
• Analyze datasets to identify trends and monitor operational volumes.
• Lead initiatives to streamline and optimize Operations workflows.

Skills

Attention to detail

Analytical skills

Problem-solving

Communication

Education

Bachelor’s degree in Statistics

Bachelor’s degree in Mathematics

Bachelor’s degree in Operations Management

Bachelor’s degree in Business Administration

Tools

MS Excel

SQL

Python

Power BI

Tableau

ServiceNow

Job description

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.

Team and Position Summary

The Operations division 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.

The Operational Excellence Support, reporting to the Operations Excellence Lead, is critical in driving operational efficiency, improving decision-making, and fostering continuous improvement. The individual is responsible for reporting and monitoring performance, workforce planning, process optimization and improvement initiatives to enhance the overall effectiveness of the Operations division.

Key Responsibilities

Workforce and Resource Planning

• Collaborate with Operations Support Lead, Service Desk Lead, and Certificate Services Support to assess workforce capacity and ensure optimal resource allocation.
• Identify operational bottlenecks and recommend resource adjustments to address upcoming workload requirements.
• Drive strategic resource planning to meet both current and future operational demands.

Projects and Continuous Improvement

• Be a key active contributor from Operations in cross-functional projects, providing data insights and operational expertise.
• Lead initiatives to analyse, streamline, and optimise Operations workflows.
• Drive automation and standardisation initiatives, for e.g., service workflow, and processes alignment in line with organizational frameworks, policies and industry practices.
• Drive continuous improvement projects across Operations to maximize workforce productivity, reduce operational risk and minimize costs.

Reporting and Metrics

• Analyze large and complex datasets in MS Excel or database to identify trends, patterns and insights
• Monitor and forecast operational volumes, ensuring timely data-driven decision-making.
• Define and refine key performance indicators for operational teams.
• Develop and maintain performance dashboards to track operational performance.
• Prepare operational performance reports for internal stakeholders and external stakeholders.

Requirements

Education and Experience

• Bachelor’s degree in Statistics, Mathematics, Operations Management, Business Administration, or a related field
• Minimum of 3 years of experience in operational excellence, resource management, or a similar role, preferably within the financial or payments industry
• Demonstrated success in defining KPIs, developing dashboards, and implementing process improvement initiatives
• Experience working with large datasets

Skills and Knowledge

• Attention to detail and a commitment to data accuracy
• Strong analytical and problem-solving skills with a data-driven mindset.
• Familiarity with statistical analysis concepts
• Proficiency in MS Excel functions, formulas and data manipulation techniques
• Proficiency in writing and executing SQL queries to extract, filter and join data form relationship databases
• Knowledge of data manipulation and analysis using Python
• Ability to design and develop interactive dashboards using Excel, Power BI, Tableau or similar tools to communicate data insights
• Experience with ServiceNow workflow platform or similar
• Strong communication skills, with the ability to collaborate across teams and present findings to stakeholders
• Knowledge of the payments industry, particularly in operational reporting and compliance

Professional Certifications

• Any certification in Microsoft Office Specialist in Excel, Business Intelligence (BI) certification, or Data Analytics will be an added advantage