[OTPD] Manager/Senior Manager, Ops-Tech & Processing Dept (1-Year Contract)

The Manager/Senior Manager will play a key role in guiding customers in using ACRA services and processing of their transactions. You will be using and managing automated systems to streamline processes and to improve service delivery to our customers. This role will allow you to leverage on digital solutions to provide seamless service delivery to our customers. You will be responsible for customer-centric service delivery, operations and management of automated systems: • Customer Service & Advisory o Provide advisory to customers through various touchpoints (phone, email and face-to-face interactions) to ensure queries are resolved efficiently and service standards are consistently met. o Handle complex exception cases and escalations, providing valuable advice and assistance to customers. o Interpret and communicate technical information to customers in clear, accessible language, bridging the gap between systems and user understanding. • Automation Management & Monitoring o Manage and monitor automated processing systems to ensure optimal performance and identify potential issues before they impact customer service. o Collaborate with technical teams to troubleshoot automation failures and implement quick resolution measures. o Maintain oversight of automated workflows, ensuring compliance with regulatory requirements and internal procedures o Generate reports on performance metrics and recommend improvements to enhance efficiency. • Reviewing existing processes and identify improvement opportunities o Work with operational, legal, policy and technical teams to review and map existing ‘as is’ and ‘to be’ to identify gaps, pain points and opportunities for service enhancement or digitalisation. o Work with the various stakeholders in defining the problem statement, product vision and Objective & Key Results (OKR) for the opportunities that may arise. o Create clear and compelling presentations to secure stakeholder buy-in across various levels of the organisation. o Develop documentation, templates and guides to ensure compliance with new SOPs and processes. • Tertiary qualifications in relevant fields with a minimum of 3-5 years' experience in customer service, process-driven operations and service automation. Experience in digital transformation projects, data analysis, and stakeholder management would be advantageous • Demonstrates strong customer service to handle inbound and outbound phone calls and email requests, using a friendly, helpful approach. • Demonstrates ability to work with digital tools and systems, with aptitude for learning new technologies. • Understanding of process improvement methodologies and automation concepts • Analytical mindset with ability to interpret data and identify patterns • Knowledge or hand-on experience with digital tools such as UiPath, Python and Microsoft Dynamic 365 preferred