Senior Associate, Exchange Operations (Account Engagement)

Singapore Exchange Limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Singapore Exchange Limited is seeking a Platform Solution Architect to drive CRM platform strategy, roadmaps, and governance for platform stability, scalability, and performance. The role focuses on end-to-end workflow transformation, data analytics, and AI-enabled insights within CRM.

Responsibilities include leading releases, upgrades, and change governance while delivering digitized customer journeys and measurable improvements in service levels and user self-service adoption.

Responsibilities

• 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.
• 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, tech support or lead automated workflows, and service level standard (SLA) driven orchestration.
• Create CRM analytics dashboard and drive insights from customer interactions, service performance metrics, transaction and operational activities.
• Develop data-driven decision-making insights and machine learning modules within CRM workflows on predictive routing, auto-assignment, and next-best-action recommendations.

Job description

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 (%)