Job Description

We are looking for a highly driven and energetic individual for the Customer Experience Design and Customer Service Operations for iShopChangi & Changi Rewards Contact Centre. This will be a role where you will be in-charge of supporting payment initiatives and operations for iShopChangi. You will foster a deep understanding of the current operations through close collaborations with different departments and outsourced partners to design, implement and achieve a top-class customer experience and service performance across all service touchpoints and to drive new value capture (leads and sales) with innovations.

Responsibilities:

• Support the Payments lead in payments related initiatives or new payment product capabilities and business models & day to day payment related ops.

• Manage and build strong relationships with key partners including payment service providers, banks, etc.
• Be in tune with the latest in-Tech trend and payment schemes and to seek out opportunities of collaborations with revenue increment in mind.
• Conduct periodic research of payments regulations to understand how the new laws, regulations, policies, political environments and economic trends impact payments and financial services industries, which in turn affect the eCommerce business.
• Support the unit head with annual budget planning and workplan exercise and be the gatekeeper for the team\'s annual budget.
• Review, streamline and develop SOPs to ensure compliance.
• Take charge of the monthly payment and financial audits to ensure 100% compliant.
• Support other admin related functions such as contract management.

• At least 5 years of working experience in working with Payments/Transaction Banking products with a proven track record in implementing successful innovative solutions and digital strategies.
• Strong affinity for numbers, good interpersonal and communication skills with good spoken and written English.

• Ability to communicate at all levels of the organization both internally and externally.
• Good knowledge of e-commerce, FINTECH, payment systems and money transmission business is a plus.
• Strong understanding of the payment value chain from both a customer journey perspective and also a product development lens.
• Good understanding of payments within the region, channel interaction, frontend and backend payments preferred.
• Experience in working on local regulatory projects related to domestic and cross border payments in the region is advantageous
• Experience in budget planning for team/department, end to end ownership

Changi Airport Group