Job Description

About the role CGS-CIMB Securities International Pte. Ltd is one of the leading integrated financial service providers in Asia. With a global presence in over 20 countries, and backed with an award-w About the role CGS-CIMB Securities International Pte. Ltd is one of the leading integrated financial service providers in Asia. With a global presence in over 20 countries, and backed with an award-winning research team, the Company is well-positioned as Asia's leading financial gateway, providing well researched and in-depth analysis of financial products. CGS-CIMB Securities' online trading platform, best known as iTrade (available on Web, Mobile App and Desktop), is equipped with comprehensive trading tools to help retail clients make sound investment decisions on their trades. It offers real-time streaming prices, market news, fundamental data and reports, technical charting, analysis tools and more from Singapore, Malaysia, US, and Hong Kong bourses as well as the latest information on all companies listed on the ten exchanges (SGX, BURSA, HKEX, SHANGHAI STOCK CONNECT, SHENZHEN STOCK CONNECT, SET, IDX, NASDAQ, AMEX & NYSE). The successful incumbent will play an integral role in driving the Company's overall strategies and initiatives and to support the E-Trading digital channels' roadmap, specifically to enhance and deliver the functions, features, and digital initiatives. Job Responsibilities The incumbent will be responsible for: 1. Handling of day-to-day operational tasks with quality standards and consistency Monitor, track and collect customer issues and provide system support to achieve customer satisfaction and frictionless experience on our trading platforms. Provide timely investigation of issues raised relating to online trading platforms, including dispute investigation and escalation. Perform change management activities such as raising JIRA tickets and providing timely customer communications and prompt updates. Monitor and ensure timely resolution of all customer issues in collaboration with relevant stakeholders (i.e. Client Services, Trading Representatives, Internal users, IT, etc). Manage service downtime, facilitate publication and communications of notices on all digital channels to clients and internal users. 2. Managing customer issues & system support Identify channel related issues and collate customer feedback. Perform first level investigation and resolve customer issues. Track and monitor issues to ensure timely investigation and resolutions. Liaise with vendor/service provider on customer resolutions in a timely manner. Prepare communications plan for online marketing campaigns and user engagement for service recovery. 3. Business process improvements on customer facing digital channels and functionalities Drive and execute process improvements and enhancements on all digital fronts with gold standards on customer and employee journeys. Monitor the Customers feedback/ratings on the digital channels to identify areas for improvement, define short term action points and long term fixes to remove pain points. Support Digital Channel's projects and formulate new ways to improve and enhance the digital customer journey. Collaborate with cross functional technology & counterparties (including Operations, Client Services, Marketing, IT, Finance, Legal, Compliance, Risk, and others) to develop holistic, end-to-end digital solutions that fulfil customer and business needs. 4. Managing and being proactive in driving customer improvements initiatives Define business and user journey requirements for enhancements on online trading platforms to address user journey gaps. Prepare user requirements, functional specifications, process documentation, mockup screens and test scenarios/cases according to business requirements and objectives. Liaise with internal teams to ensure UAT testing, post-deployment verification. Ensure project timelines are met and scope performed according to requirements. Review, re-engineer and streamline existing processes in efforts to achieve process efficiencies, cost-savings and improved user experience. Prepare user training materials and user guide for user training. Formulate test strategies, perform and coordinate user acceptance testing with key stakeholders and seek for sign off. Provide post-implementation verification and support to ensure all issues are escalated and resolved in a timely manner. 5. Tracking of stats/data related to digital channels for periodic review Perform channel tracking and drive analysis through data. Use data to perform customer analysis and track customer satisfactions usage and pain points. Job Requirements To thrive and be successful in this role, you must have / be: Diploma holder and above preferably with knowledge and keen interest in technology and business. Minimum 2-5 years' experience in the customer service and production support or technology industry preferably with good understanding and relevant knowledge in Equities products, trading, and related processes. Experienced in digital channel management, gathering business requirement, and performing user testing and verifications. Good understanding of Equities products, trading, and related processes. Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes. A positive and can-do attitude in the work is a must. Able to work under stress and beyond office hours/weekend, occasionally when required. Able to work on multiple tasks and prioritize work in alignment with Retail Equities' business objectives Customer-centric and think out of the box. Keen interest in emerging digital trends and how to apply them to improve our digital customer experience Good analytical skills and able to resolve problems with the use of data and customer feedback. Self-motivated with a strong sense of ownership and accountability. Able to apply design and experience thinking. Strong acumen in business process analysis, requirements elicitation and documentation. Experience in agile or iterative analysis, design, and delivery methods.