Service Management Specialist (Contract)

NETS; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

BCS’s Service Management team in Singapore provides operational support to BCS and participants, coordinating onboarding/offboarding, participant support, operational reporting, and secure certificate management.

The role emphasizes strong customer service, stakeholder management, and agile work style, with a focus on accuracy, problem solving, and team collaboration under pressure.

Join a dynamic team that drives operational excellence and continuously improves processes and platforms.

Qualifications

• Diploma or bachelor’s degree in business, Information technology or related field.
• 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas.

Responsibilities

• Operate the Platform Support escalation mailbox/portal, delivering excellent customer service via email and ticketing system.
• Provide support to internal and external stakeholders and escalate issues to technical teams as needed.
• Schedule meetings with external and internal teams, offering insights from L1 support for issue resolution.
• Track tickets via mailbox, ensure timely assignment and follow-up actions per SLAs.
• Develop and maintain SOPs; participate in process discussions, change requests and platform enhancements.

Skills

MS Office

Customer/stakeholder mgmt

Agile

Attention to detail

Team player

Independent worker

Multi-tasking under pressure

Education

Diploma or Bachelor's degree in business/IT or related field

Job description

The Service Management team at BCS provides operational support to BCS and participants.The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issueresolution and service processing, as well as operational excellence.

Key Responsibilities

• Operate the Platform Support escalation mailbox/portal, ensuring the delivery of anexcellent and consistent level of customer service through various communicationchannels, such as email and ticketing system
  Provide support to internal and external stakeholders and elevate issues to technical teams as necessary
  Schedule meetings with external teams and internal stakeholders, provide insights anddetails from L1 Support perspective for joint discussion in resolving any issue raised byindustry
  Track tickets via mailbox for case escalation, ensuring timely assignment of tickets and providing necessary follow-up actions to assist the ticket requestor according to Service Level Agreements (SLAs)
  Develop and maintain standard operating procedures. Participating in any process discussion, Change Requests and enhancement required by the respective platforms

Requirements

Education and Experience

• Diploma or bachelor’s degree in business, Information technology or related field
• 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas

Skills and Knowledge

• Proficient in Microsoft Office Suite
• Good customer and stakeholder management skills
• Agile and able to work independently
• Proficient in Microsoft Office Suite
• 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