[ref. g20315117] Certificate Authority Executive - Toa Payoh

Position Summary

The Operations division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Certificate Authority Executive will be the first point of contact for external customers and will be responsible for managing the service desk and providing crucial support in achieving the division's strategies and objectives.

Key Responsibilities

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary
• Collaborate with IT and vendors to provide timely and accurate advice to customers
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms

• Oversee the end-to-end certificate management process, from application processing and request fulfillment to preparing and sending notifications
• Coordinate and arrange appointments, facilitate the onboarding of new participants, and maintain accurate and up-to-date records

• Prepare billing reports for the Finance department to facilitate timely and accurate invoice generation
• Ensure strict compliance with billing standards and proactively resolve any discrepancies

• Ensure the continuous maintenance and timely replenishment of daily inventory necessary to fulfill user requests
• Maintain strict adherence to established operational procedures and controls
• Conduct regular self-assessments of Business-as-Usual (BAU) processes to identify areas for improvement
• Assist in the implementation of new controls & procedures and contribute to the updating of policies and Standard Operating Procedures (SOPs)
• Ensure prompt follow-up and resolution of all reported issues
• Ensure that updates to the Certificate Authority (CA) website, which provides users access to CA policies, forms and certificates, are executed promptly and accurately

• Participate in various projects, contributing to work process improvements and conducting User Acceptance Test (UAT) for new systems or features
• Develop and deliver training sessions to enhance team capabilities and standardize operational practices

Requirements

• Diploma or Degree in any discipline
• Minimum of 3 years of experience in operations, certificate management, or a similar role, ideally within the financial or payments industry

• Excellence communication and presentation skills, with a proven ability to collaborate across diverse teams
• Detail-oriented and committed to maintaining data accuracy
• Strong analytical and problem-solving skills
• Self-starter, resourceful and a proactive team player
• Customer-oriented with exceptional interpersonal skills
• Proven ability to manage multiple tasks and meet tight deadlines in a fast-paced environment
• Proficient in Microsoft Office Suite