Manager (Product & System Ops), Trust Services

Singapore Academy of Law; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading organization is seeking a Manager (Product & System Ops) to streamline operational processes for Trust Services. The ideal candidate will oversee system-related issues and product operations, ensuring effective cross-department collaboration while driving product adoption and managing user requirements. This role promises a dynamic work environment requiring both technical and managerial skills.

Qualifications

• Proven track record in product management or as associate product manager.
• Technical background with understanding of software development.
• Excellent writing and verbal English communication skills.

Responsibilities

• Manage system ops and troubleshoot issues for services like Wills Registry.
• Gather user requirements for system enhancements and new development.
• Support product ideation, testing, and end-user training.

Skills

Product Management

Software Development

Project Management

Communication

Problem-Solving

Job description

Position: Manager (Product & System Ops), Trust Services

Reporting Structure: This incumbent will report to the Director, Trust Services

Key Responsibilities

1. System Ops

• Required to acquire deep understanding of business processes and operations within the department and propose system enhancements to streamline operational processes

• Responsible for troubleshooting and resolving system-related issues for current and future services (1) CONP Appointments, (2) Wills Registry, (3) Notarisation and Authentication, (4) Legalisation and Apostille modules and all future new services. This will entail working collaboratively across departments and with external stakeholders and the project manager to identify and resolve reported issues from integration with other SAL systems like ERP, CRM,SAL ID, and external systems like SingPass/CorpPass, payment gateways, government applications/websites

• Provide first-level support for technical, payment, and user-related issues.

• Liaison with IT vendors(s) for maintenance and system enhancements

• Gather and define user requirements and determine the scope for system enhancements and future development projects.

• Managing timelines and prioritization of system enhancements, new projects (modules) within the department

• Prepare user acceptance test (UAT) scripts, conduct UAT, and coordinate the deployment of system fixes, enhancements, or new systems.

• Handle administrative matters related to systems, including billing, vendor contracts, and audit compliance

1. Product Ops

• Manage the processing of Wills search requests and respond to inquiries related to Will deposit and search submissions

• Work on the development of user and system requirements for the Wills Registry and Wills Repository

• Support product ideation, product testing & research, launch, end-user training and rollout.

• Prepare relevant statistics and reporting

• Support marketing efforts by creating and maintaining content for the promotion of services

Requirements

• Proven track record in product management, or as associate product manager, with success in understanding the end-user and driving product adoption; analysing end use requirements; delivering product on-time and within budgets for internal/external stakeholders

• Technical background with understanding and/or hands-on experience in software development and web technologies

• Polished professionalism with outstanding strategic, organizational, planning (project & finance), communication, and problem-solving skills

• Good team player; Meticulous and able to work with minimum supervision

• Comfortable working in fast-paced and dynamic environment

• Proven track record of exceeding KPIs

• Strong metrics and analytical orientation

• Excellent writing and verbal English communication skills, with strong presentation skills