Service Management Associate

NETS; Singapore; On-site; SGD 42,000 - 61,000; Full time

Job summary

NETS is seeking an Associate for the BCS Service Hub division to support participant onboarding, manage user services, monitoring and alerts, and incident reporting. This role reinforces service availability and business resiliency through collaboration with Technology and Product Divisions.

You will work with Line 2 and Line 3 support to uphold SOPs, policies, and regulatory standards, and you may prepare quotations, oversee cheque verification and production cutovers, and contribute to revenue

Qualifications

• Bachelor’s Degree or higher in any discipline; GCE A-level or Diploma acceptable with good track record in relevant work.
• Experience in banking operations or customer service preferred.
• Strong communication and collaboration across teams and participants.
• Data-driven mindset and ability to analyze processes to improve service quality.

Responsibilities

• Actively participate in team discussions, sharing ideas and insights.
• Work collaboratively with team members to achieve common goal.
• Support participant onboarding and offboarding for multiple payment systems (CTS, IBG, FAST, PayNow, Cross Border).
• Coordinate Industry Testing (IDT) and MEPS+ testing, and participate in IDT as necessary, ensuring participant readiness.
• Oversee the facilitation of production cutovers, ensuring a seamless transition from testing to live production environments.
• Prepare and follow up on quotations to participants.
• Manage the end-to-end cheque verification process, including performing cheque verification test, preparing test results, and submitting them to scheme owner.
• Ensure ongoing functionality and stability of system through routine checks, troubleshooting issues, and performing necessary updates.
• Support audits and inspections by gathering documentation and evidence for line 1.5, 2 or 3 assurance divisions.
• Support and participate in industry-wide contingency drills and exercises.
• Check daily and monthly billing reports for payment systems (CTS, FAST, IBG, PayNow, Cross Border).
• Update and maintain accurate documentation for daily operations, contingency exercises, post-mortem analysis, and operational risk assessments.
• Ensure participants are informed on documentation releases, testing schedules, and participant security program updates.
• Engage in cross-divisional collaboration to integrate participant administration activities with organizational objectives.
• Participate in industry-wide contingency drills and exercises, ensuring clear communication with participants and stakeholders.
• Liaise with Technology division to prepare for releases (MNR deliberation, SOT walkthrough) and communicate release timelines to participants.

Skills

Communication

Analytical thinking

Problem solving

Time management

Team player

Education

Bachelor’s Degree

Diploma or equivalent

Job description

BCS Service Hub division serves as the primary industry contact, ensures seamless participant onboarding, enables user services, manages monitoring and alerts, handles user query/ incident reporting and oversees certificate authority management, all with a strong commitment to operational excellence. The Associate plays a crucial role in enabling participant services and ensuring uninterrupted service availability and business resiliency through collaboration with Technology and Product Divisions. He/she also partners with Line 2 and Line 3 support to uphold SOPs, Policies, and Regulatory standards, and directly contribute to the organization’s revenue via billable services.

Key Responsibilities

Collaboration

• Actively participate in team discussions, sharing ideas and insights
• Work collaboratively with team members to achieve common goal

Participant Administration

• Support participant onboarding and offboarding for multiple payment systems (e.g., CTS, IBG, FAST, PayNow, Cross Border).

• Coordinate Industry Testing (IDT) and MAS Electronic Payment System Plus (MEPS+) testing, and participate in Industry Testing (IDT) where necessary, ensuring participant readiness and smooth execution.
• Oversee the facilitation of production cutovers, ensuring a seamless transition from testing to live production environments.
• Prepare and follow up on quotations to participants.
• Manage the end-to-end cheque verification process, including performing cheque verification test, preparing test results, and submitting them to scheme owner.
• Ensure ongoing functionality and stability of system through routine checks, troubleshooting issues, and performing necessary updates.

Operational Reporting and Support

• Support audits and inspections by gathering documentation and evidence for line 1.5, 2 or 3 assurance divisions.
• Support and participate in industry-wide contingency drills and exercises.

Reporting and Documentation

• Check daily and monthly billing reports for payment systems (e.g., CTS, FAST, IBG, PayNow, Cross Border).
• Update and maintain accurate documentation for daily operations, contingency exercises, post-mortem analysis, and operational risk assessments.

Stakeholder Engagement and Communication

• Ensure participants are informed on documentation releases, testing schedules, and participant security program updates.
• Engage in cross-divisional collaboration to integrate participant administration activities with organizational objectives.
• Participate in industry-wide contingency drills and exercises, ensuring clear communication with participants and stakeholders.
• Liaise with Technology division to prepare for releases (i.e., MNR deliberation, SOT walkthrough), and communicate release timelines and activities to participants.

Requirements

Education and Experience

• Bachelor’s Degree and preferably with working experience within the financial industry. GCE A-level or Diploma holder in any discipline can be considered if the candidate has a good track record of relevant working experience.
• Experience in banking operations or customer service roles will be preferred.

Skills and Knowledge

• Good communication skills, with the willingness to collaborate across teams and participants.
• Analytical and problem-solving skills with a data-driven mindset.
• Strong communication and presentation skills.
• Attention to details, demonstrate good analytical and problem-solving skills.
• A self-starter, resourceful and active team player.
• Ability to multi-task, prioritise and deliver consistent results under pressure.
• Good time management and follow-up skills.
• Provide weekend support due to maintenance or industry activities when required.