Senior Associate, Exchange Operations (Account Engagement)

SGX Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

The SGX Group is seeking a results-driven professional to design and optimize CRM capabilities, driving end-to-end workflow transformation using data analytics, ML, and intelligent automation to deliver a prescriptive TOM.

In this role you will bridge business, technology, and operations, ensuring customer-centric processes are scalable, digitally enabled, and aligned with operational performance targets.

Qualifications

• Bachelor's degree in information systems, engineering, business, or related field.
• 2 years of experience in service or mid-office process; digital transformation experience would be an added advantage.

Responsibilities

• Drive and implement end-to-end CRM platform strategy and roadmap for stability, scalability, and performance optimization.
• Lead process re-engineering across customer lifecycle journeys and establish SLA-driven orchestration.
• Create CRM analytics dashboards and develop ML modules for predictive routing, auto-assignment, and next-best-action.

Skills

Stakeholder management

Communication

Executive presentation

Cross-functional collaboration

Problem solving

Education

Bachelor's degree

Tools

SQL

Python

Power BI

Tableau

Job description

The incumbent is responsible for executing the strategic design, and optimize capabilities of CRM platform. This role drives end-to-end workflow transformation, leveraging advanced data analytics, machine learning, and intelligent automation to deliver a prescriptive, data-driven Target Operating Model (TOM).

The role acts as a bridge between business, technology, and operations teams, ensuring customer-centric processes are streamlined, scalable, and digitally enabled to improve customer outcomes and operational performance.

Job description:

Job Summary

The incumbent is responsible for executing the strategic design, and optimize capabilities of CRM platform. This role drives end-to-end workflow transformation, leveraging advanced data analytics, machine learning, and intelligent automation to deliver a prescriptive, data-driven Target Operating Model (TOM).

The role acts as a bridge between business, technology, and operations teams, ensuring customer-centric processes are streamlined, scalable, and digitally enabled to improve customer outcomes and operational performance.

Job Responsibilities

1. Platform solution architecture

• Drive and execute end-to-end CRM platform strategy and roadmap to ensure platform stability, scalability, and performance optimization
• Manage platform releases, upgrade, and change governance

2. End-to-End Workflow Transformation

• Execute process re-engineering initiatives across customer lifecycle journeys and conduct as-is vs to-be assessments to identify inefficiencies and transformation opportunities
• Implement user lead, tec support or lead automated workflows, and service level standard (SLA) driven orchestration

3. Data Analytics & Insight-Driven Operations

• Create CRM analytics dashboard and drive insights from customer interactions, service performance metrics, transaction and operational activities. And develop data-driven decision-making insights.
• Create machine learning modules within CRM workflows on predictive case routing, intelligent auto-assignment, and next-best-action recommendations.

Key Deliverables

• Business operations CRM & ServiceNow transformation roadmap
• Digitized and automated end-to-end customer workflows and craft the future state design to improve the service level deliveries and the handling of exception circumstances.
• Inculcate analytics and influence teams level adoption of day-to-day transactions and services work with AI-enabled tools
• Measurable improvements in:
  • Customer experience
  • Self-service adoption rate
  • Process resolution rate (%)

Job Requirements

Education

• Bachelor's degree in information systems, Engineering, Business, or related field
• 2 years of experience in service or mid-office process. Prior digital transformation experience would be added advantage.

Technical

• Data analytics tools (SQL, Python, Power BI, Tableau)
• AI/ML fundamentals and application in business workflows (workflow orchestration)

Interpersonal

• Strong stakeholder management and influencing skills
• Excellent communication and executive presentation ability
• Cross-functional collaboration
• Problem-solving and decision-making capability