| Job Title | Operations Specialist |
| Reporting To | Operations Lead / Head of Operations |
| Location | Singapore |
As part of the Operations Team, the successful candidate with be tasked to deliver targeted results across dimensions including client onboarding and servicing, as well as occasional trade finance transaction processing. (Fluent in English and Mandarin is essential)
The role involves significant interaction with product and business leads within the company and delivering outstanding client experience
Primary Responsibilities
- Execute the customer onboarding process, from KYC till customer goes live
- Ensure a seamless transition for the client as they move from a pre-go-live to business-as-usual mode
- Responsible for end- to- end resolution of client requests/enquiries, leveraging resources across other functional areas to enhance client experience and escalate if the resolution exceeds expected SLAs
- Solicit customers’ feedback and identify problem trends for improvement actions
- Communicate and liaise, acting as an escalation point with internal parties to resolve customer issues
- Ensures customer satisfaction with post-sales customer service
- Ensure Trade Operations procedures and policies are being followed and deviation escalated
- Work with relevant stakeholders on the delivery of business performance and ensure daily adherence to service level and quality standards in end-to-end delivery of services
Secondary Responsibilities
- Execute the processing, verification, reconciliation of financing activities, within pre-set standardized turnaround times for all trade finance activities
- Participate in system enhancement projects, including in UAT
- Perform any ad-hoc request as directed by team lead/head
- Ensure hands-on support to internal stakeholders across Product, Business Development, Technology, Risk Management, and Compliance to ensure smooth operation of our platform
Required Profile
- Minimum degree holder with at least 3-5 years working experience in specifically in customer onboarding and client services
- Knowledge of trade finance is a plus
- Capacity for teamwork, learning and continuous improvement
- Having a knack for identifying gaps, reducing the turnaround time, well versed with automating processes
