Service Management Specialist (Contract)

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 for the Singapore Automated Clearing House, including FAST, IBG, CTS, and services for PayNow and SGQR Central Repository. The Service Management team provides operational support to BCS and its participants, covering onboarding and offboarding, participant support, operational reporting, certificate management, issue resolution and service processing. This is a contract position based in Braddell.

Key responsibilities

• Operate the Platform Support escalation mailbox and portal, delivering consistent customer service through email and the ticketing system
• Support internal and external stakeholders and escalate issues to technical teams when needed
• Schedule meetings with external teams and internal stakeholders, giving L1 Support insights for joint issue resolution
• Track tickets via the mailbox, ensure timely assignment and follow up according to Service Level Agreements (SLAs)
• Develop and maintain standard operating procedures and take part in process discussions, change requests and enhancements for the platforms

Required profile

• Diploma or bachelor's degree in business, information technology or a related field
• 1 to 2 years of experience in banking operations, project coordination, user acceptance testing or related areas
• Good customer and stakeholder management skills; attention to detail, analytical and problem-solving abilities
• A self-starter who can multi-task, prioritise and deliver consistent results under pressure

Required skills

• Proficiency in Microsoft Office Suite
• Ability to work independently and in an agile way