Product Ops and User Support Specialist (Contract)

Monetary Authority of Singapore (MAS); Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A financial regulatory authority in Singapore is seeking a motivated professional to enhance its customer support function. This role involves managing user enquiries, providing technical support, and collaborating with product teams to translate feedback into product enhancements. Ideal candidates will have strong communication skills and a passion for improving user experience. This is a 1-year contract position offering an impactful opportunity in the financial sector.

Qualifications

• Passion for improving user experience and influencing product decisions.
• Proven ability to translate customer feedback into actionable product recommendations.
• Proactive and self-motivated learner.

Responsibilities

• Manage and resolve user enquiries with high standards of service excellence.
• Provide technical troubleshooting and support for product-related issues.
• Collaborate with product teams to translate user feedback into product improvements.

Skills

User experience improvement

Excellent communication

Strong analytical skills

Technical troubleshooting

Team player

Job description

What the role is

The Monetary Authority of Singapore (MAS) is Singapore’s central bank and integrated financial regulator.

As central bank, MAS promotes sustained, non-inflationary economic growth through the conduct of monetary policy and close macroeconomic surveillance and analysis. It manages Singapore’s exchange rate, official foreign reserves, and liquidity in the banking sector.

As an integrated financial supervisor, MAS fosters a sound financial services sector through its prudential oversight of all financial institutions in Singapore – banks, insurers, capital market intermediaries, financial advisors, and stock exchanges. It is also responsible for well-functioning financial markets, sound conduct, and investor education.

MAS also works with the financial industry to promote Singapore as a dynamic international financial centre. It facilitates the development of infrastructure, adoption of technology, and upgrading of skills in the financial industry.

Join us now, if you have a genuine interest in making an impact to help shape Singapore’s economic and financial landscape.

What you will be working on

We are seeking a motivated and customer-centric professional to evolve our customer support function to drive strategic insights. This role offers an opportunity to bridge the gap between customer support and product development, turning feedback into valuable insights that drive product improvements.

• Manage and resolve user enquiries with high standards of service excellence

• Provide technical troubleshooting and support for product-related issues

• Create and maintain comprehensive knowledge bases for common issues and solutions

• Design and implement feedback collection frameworks

• Systematically analyse user enquiries, feedback and behaviour patterns, and effectively communicate insights to product team

• Collaborate with product teams to translate user feedback into product improvements

What we are looking for

1. Has a passion for improving user experience and influencing product decisions

2. Excellent written and verbal communication skills

3. Proactive and self-motivated learner, team player with strong interpersonal skills

4. Strong analytical skills with ability to identify patterns and extract meaningful insights

5. Proven ability to translate customer feedback into actionable product recommendations

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

This is a 1 year contract position. All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.