Service Management Associate

About the role

BCS, a wholly owned subsidiary of Network for Electronic Transfers (NETS) and part of the NETS Group, manages and operates clearing and payment infrastructure such as FAST, Inter-bank GIRO, Cheque Truncation System and PayNow and SGQR Central Repository. The Service Management Associate works in the Service Hub division, which acts as the primary industry contact for participants, supports onboarding, user services, monitoring, alerts, queries and incidents, and certificate authority management. The role partners with Technology and Product Divisions and with Line 2 and Line 3 support to uphold SOPs, policies and regulatory standards, and contributes to revenue through billable services.

Key responsibilities

• Support participant onboarding and offboarding for payment systems such as CTS, IBG, FAST, PayNow and Cross Border
• Coordinate Industry Testing (IDT) and MEPS+ testing, oversee production cutovers and prepare and follow up on quotations to participants
• Manage the end-to-end cheque verification process, including tests, results and submission to the scheme owner
• Maintain system stability through routine checks, troubleshooting and updates
• Gather documentation and evidence to support audits and inspections, and take part in industry contingency drills
• Check daily and monthly billing reports for payment systems and keep accurate records of operations, contingency exercises, post-mortems and risk assessments
• Keep participants informed on documentation releases, testing schedules and security programme updates, and liaise with the Technology division on release preparation

Required profile

• Bachelor's degree; GCE A-level or diploma holders with a good track record of relevant experience may be considered
• Experience in banking operations or customer service roles preferred
• Willingness to provide weekend support for maintenance or industry activities when required

Required skills

• Good communication, collaboration and presentation skills
• Analytical and problem-solving skills with a data-driven approach
• Attention to detail, ability to multi-task and deliver under pressure
• Good time management and follow-up skills