Business Support Executive

Application Dates
Applications open
20 Nov 2020
Applications closing
31 Dec 2021
Opportunity Overview
Type Graduate Jobs (Full-time)
Location
Singapore
Start date
Academic requirements
Level of Study
Bachelor degree
Degree Accepted

Job Description:

Importance of the Post
The Executive is part of an enabling unit in Consumer Operations Group which  make up of customer fronting and supporting officers (users). The users, especially officers who serve customers either in call centres, or visit customers in their premises, rely heavily on systems to deliver fast and quality service in a dynamic and challenging telecommunication environment. 
 
The Executive plays an important role in ensuring our core systems are effective, relevant and user friendly to our users. The Executive will work with IT Department to ensure existing systems continue to be stable and relevant to serve the needs of Operations and our customers. At the same time, the Executive will be assigned to project manage system related projects on behalf of Consumer Operations. He/she will work closely with the company’s IT departments, vendors, users and other stakeholders. 
 
Core responsibilities of the executive includes:
  • Project management including enhancements by ensuring systems design, performance and deliverables are according to business needs; 
  • Bridging gap between IT and end users;
  • Vendor Management
  • Participation and leading User Acceptance Testing
  • System defects management & resolution 
  • Continuously looking for opportunities to automate systems / steps to enhance User’s productivity and experience 
  • Continuously enhance OMNI channel experience for both internal and external customers 

Roles & Responsibilities:

1) System Operations
Being the business owner of several dedicated systems, the Executive will work with the Supervisor/Team Leader in managing vendor and IT Departments to ensure reliable performance from the systems
  • Devise, plan and execute improvement efforts, processes to resolve system issues etc.
  • Fault resolution – Ensure IT conduct root cause analysis and implement long term solution/preventive measures
  • Ensure adherence to IT security, audit policies and any matter related to governance and IT framework
 
2) Project Management/System Enhancement 
Executive may project manage, or represent the group in other department’s system projects, where you may take on different roles. You will work closely with stakeholders in designing and conceptualizing new systems/system enhancements (IT skills not required) to deliver an effective and efficient system that meets users’ needs and management objectives. You will support/work with the respective managers in implementing the following:
  • Gather and scope requirements with requestors to develop user requirement document
  • Manage, support & ensure the solution delivers according to user change request specifications (including system design, features and functionalities)
  • Ensure end to end solutions were fully thought through with IT before requirement signoff
  • Clarify discrepancies and gaps found in Impact Analysis (IA) document
  • Develop/review test plan and test cases for system enhancement (change request)
  • Manage/conduct UAT to ensure all functionalities delivered accordingly to specifications as well as defect management
  • Bridge any gap detected between IT & request owners to find the optimal solution
  • Perform sanity test before production deployment to ensure software stability during wee hours or midnight
  • Manage implementation and post-implementation activities such as training, onsite support, conducting post-mortems, benefit analysis, incident monitoring till closure
  • Manage deliverable schedule & resource. Tracking the progress of all deliverables and provide regular updates to the request owners via emails or meetings
  • Produce documentation for all deliverables such user manual, solution designs, test plan/results, etc and deposit them in the correct depository

Requirements:

  • Minimum Diploma in any discipline – preferably Business or IT related
  • Able to work with a minimal supervision
  • Able to perform & support testing during at wee hours or midnight or weekends
  • Good interpersonal skills and able to work in a team
  • Good oral and written communication skills. Ability to read and speak mandarin will be an added advantage
  • Possess positive attitude and customer-focus mindset in delivering deliverables
  • Possess challenger-spirit in handling assigned tasks & situations
  • Proficient in MS Office & Visio Applications

The Executive is part of an enabling unit in Consumer Operations Group which  make up of customer fronting and supporting officers (users).