Senior Manager

A*STAR Research; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TRUST, a data sharing and analytics platform under A*STAR Research, seeks a proactive operations professional to support daily activities, onboarding/off-boarding, and billing processes. You will manage workflows, publish dashboards, track SLAs, and optimize JIRA ITSM configurations to ensure smooth service delivery.

With 5-7 years experience in research operations or service delivery, you will coordinate with stakeholders, handle inquiries, manage invoices, and maintain SOPs while upholding

Qualifications

• Degree or diploma with at least 5-7 years of relevant experience in research operations, ops incident management, customer service and/or service delivery operations.
• Experience with cloud-based services (e.g. AWS, Azure), project management tools (e.g. Atlassian, JIRA) and web content management system (e.g. WordPress).
• Basic financial literacy.
• Comfortable to work in a fast‑faced environment & performance‑led culture.
• Excellent interpersonal & communication skills.

Responsibilities

• Support efficient management of day‑to‑day operational activities including the effective implementation & refinement of process workflows.
• Manage user queries, service requests & user reported incidents and ensure fulfilment & resolution within the set SLAs.
• Support all user billing activities & policies to ensure timely, efficient & accurate generation of invoices & payment matters.
• Maintain operational processes, workflows, SOPs, and documentation in compliance with TRUST Policy.
• Track key performance metrics and prepare monthly operations reports.
• Drive in the effective implementation & refinements of JIRA ITSM across TRUST.
• Undertake major role in the support of billing & invoicing for users.

Job description

TRUST is a data sharing and analytics platform that supports the secure use of research and real-world datasets to enable health research data analytics, so as to improve health outcomes for Singapore and support data-driven innovation.

The candidate will play a key role in supporting all user activities, ranging from account management, billing, onboarding & off-boarding of use cases. Candidate will be managing and tracking workflow efficiencies and publishing monthly dashboards. In relation to the SLA tracking, he/she will support will drive the efficient configuration, maintenance, and optimization of Atlassian JIRA tools.

We are looking for a self-starter who is resourceful and has experience in executing and leading projects independently. Demonstrated hands‑on experience in both small and large organizations, providing smooth and efficient service that meets the expectations of stakeholders and needs of users in the ecosystem.

Tasks

• Support efficient management of day‑to‑day operational activities including the effective implementation & refinement of process workflows.
• Manage user queries, service requests & user reported incidents and ensure fulfilment & resolution within the set SLAs.
• Support all user billing activities & policies to ensure timely, efficient & accurate generation of invoices & payment matters.
• Maintain operational processes, workflows, SOPs, and documentation in compliance with TRUST Policy.
• Track key performance metrics and prepare monthly operations reports.
• Drive in the effective implementation & refinements of JIRA ITSM across TRUST.
• Undertake major role in the support of billing & invoicing for users.

Requirements

• Degree or diploma with at least 5-7 years of relevant experience in research operations, ops incident management, customer service and/or service delivery operations.
• Experience with cloud-based services (e.g. AWS, Azure), project management tools (e.g. Atlassian, JIRA) and web content management system (e.g. WordPress).
• Basic financial literacy.
• Comfortable to work in a fast‑faced environment & performance‑led culture.
• Excellent interpersonal & communication skills.

The above eligibility criteria are not exhaustive. A*STAR may include additional selection criteria based on its prevailing recruitment policies. These policies may be amended from time to time without notice. We regret that only shortlisted candidates will be notified.