Total 58 Relationship Manager job vacancies in Customer Service category in Pasir Gudang

COMPANY DESCRIPTION

1-Net manages carrier-neutral Internet Data Centers, along with providing a comprehensive range of integrated services including network connectivity, managed services, work area recovery suite, cloud and media delivery services. 1-Net's Data Center Corridor initiative currently interconnects key data centers in Singapore to facilities quick deployment and providing a diverse connectivity options for enterprises and service providers.

We are committed to creating an inclusive and diverse workplace where talent thrives. Our hiring decisions are made based on merit and fit-to-role. If you have a disability or special need which requires accommodation to participate in the recruitment process, please inform us when you submit your online application. We will be happy to support as necessary.

Thank you for your interest and application to this role. Please note that only short-listed candidates will be contacted.

RESPONSIBILITIES

The role requires the individual to oversee Customer Support Service (CSS) team to support 1-Net core business, operations and services with 24x7 service availability at multiple sites of Data Centre (DC), including management of DC network infrastructure, network operation/services and service delivery.

This role also requires the individual to be responsible for developing and implementing processes and procedures that interfaces with the sales process, various services provisioning and customer requirement support.

Responsibilities

• Lead and manage the team of network engineers for the operations and management of 1-Net DC Core Network infrastructure, including peering network, DC Hosting network, Cross Connect services, Data Center Corridor service and data center MMR management. Assign team resources to support daily network operations and ensuring fair distribution of assignment.
• Monitor and improve overall network performance, optimise network bandwidth utilisation and secure 1-Net Core network infrastructure from potential network security risks.
• Network capacity management to ensure adequate resources available to support business and operations needs for network services.
• Support network services for internal and external customers, response to incident escalation and coordinate team effort in determining root cause and resolving problem. To work on preventive measures such as revise SOPs, re-engineering of network architecture, upgrade/enhancement and tech refresh.
• Test and evaluate technologies for supporting new network service, contribute in planning, design and implementation of new network services.
• Ensure efficiency and effectiveness of the implemented solutions in meeting user's requirements and work processes, procedures, timeliness & quality of project delivery.
• Structured cabling system implementation and cross connect provisioning
• Ensure contracted service level agreements and key performance indicators are met
• Negotiating solutions, resolving conflicts and anticipating/ handling critical situations to ensure successful delivery of service to customers.
• Manage pre-sales activities including, but not limited to RFI, RFQ & RFP preparation, solution design, technical clarification and discussion.
• Manage relationship with customers, internal stake-holders and functions. Ensure that the assigned project(s) complete & handover to customers on time.
• Develop and align network policies/process for consistent implementation across all 1-Net data centers, ensure network operations is in compliance to regulatory and certification requirement, such as IMDA regulation, ISO 22301, ISO 27001, PCI-DSS, OSPAR. Work towards continual improvement in operational efficiencies, enabling innovation, furthering productivity and delivering value.

QUALIFICATIONS

• Minimum 6 years of relevant experience
• Extensive Knowledge and experiences in networking and network devices, capable of designing and implementation of network solutions to support business and operations needs.
• Understand and have similar experiences in IP Transit implementation and operations, Internet routing, DNS management.
• Manage network operations across multiple physical sites.
• Network protocols such as TCPIP, BGP, FTP, HTTP, DNS, etc
• Knowledge of cloud service network and service provider security best practices preferred
• Must possess Network and Security troubleshooting skills and experience with management of network devices (switches, routers, firewall)
• Deep understanding and experience on Data Center structured cabling system and MMR deployments, Cross Connect planning and implementation.
• Good understanding of IMDA regulations on SBO license, ISO 27001, ISO 22301, PCI-DSS and OSPAR requirement.
• Degree/Diploma in IT or relevant Discipline.
• Certification in CCNA, CCNP is highly preferred and ITIL will be a plus
• Good command of English, both written and spoken
• Customer-oriented, patient and a strong team player
• Working location: 1-Net East (Chai Chee) and 1-Net North (Woodlands)

Please note that your application will be sent to and reviewed by the direct employer - 1-Net Singapore Pte Ltd

Responsible for supporting the service manager in the:

• Delivery of purchased goods to customers in a highly professional and timely manner in line with company approach, use of IT system to organize deliveries.
• Trouble shooting customer issues in supportive and diplomatic manner.
• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing containers into the warehouse
• Managing and organizing the warehouse
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback to improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Supporting with deliveries when / if required.
• Ability to drive is required. Forlift licence is preferred.
• This position will be trained for the Service Manager position

We are currently seeking a self-motivated, dynamic and committed LTS（LifeTime Service) Junior Manager to join our WASIA Team based in Singapore with direct reporting to our local Head of LTS. This owner of this position has the opportunity to develop to become Head of LTS, when the present holder of the position is retiring next year March.

JOB Summary

This position of LTS Junior Manager needs to manage the assigned WASIA LTS-related activities and coordinate the support of our customers with the field service technicians based locally first for the solid wood range and then take over after comprehensive training the whole range of products under the Weinig groups for the SEA region.

We are looking for a young, fast learning person with professional working style who directs and oversees the assigned part of the LTS Department to achieve high performance and ensure excellence in support and service to customers in the Southeast Asian Market.

This role is offering to an enthusiastic, customer-oriented person, who should be strong with remote communication about technical topics, the great opportunity to grow in a senior manager who leads, guides, manages and directs the assigned team members to complete machine installations, commissioning, debugging and after service jobs.

A detail-oriented leader with strong analytical and problem-solving skills, creativity and a solution-focused "can-do" attitude; and a team player who can fully support the team in archiving the targets of company will find a great base to develop even further in an international set up in a growing industry with good development opportunities.

Essential Functions

• Managing the assigned tasks and contributing to achieving company goals related to aftersales, service and customers satisfaction.
• Assisting the management in conducting and refining the budgeting and forecasting process.
• Collaborating with other departments in a professional manner in an active and constructive way.
• Engaging in controlling, optimizing and achieving financial KPI for assigned LTS function (incl. Debt, Inventory, sales, cost).
• Managing the assigned service team in Singapore and other Southeast Asian Regions, regional service schedules, and the business objectives of local service organizations, working closely with them to schedule and coordinate their work assignments and resolve scheduling conflicts.
• Developing and strengthening the relationships with customers, managing and defining the related workflow throughout the team to get things done
• Engaging with your team members to promote effective and ongoing communication before, during and after assignments.
• Oversighting of the day-to-day operations of the LTS Customer Service team and implementing spare parts sales and service workflow with maximum performance.
• Establishing and maintaining customer service standards and supporting the service team in their daily business.
• Developing standards and procedures for interacting with customers to ensure maximum customer satisfaction with company services.
• Monitoring the performance of LTS employees and initiating corrective actions to resolve employeeperformance issues and to realize their full potential through coaching, training, motivation and disciplinary action.
• Liaising with Sales Team to enhance overall company KPI in the most possible way.
• Providing periodic reports to the management on work activities/progress, as well as suggestions on improving customer relationship.
• Managing spare parts supply change and warehouse affairs.
• Negotiating contracts for LTS contracts and orders, including field service, repairs and modifications, and spare parts.
• Preparing quotations for customers, reviewing customer purchase orders and terms and conditions, and processing orders for spare parts, repair, and field service. Also releasing repair orders to the production schedule.
• Coordinating local LTS IT in collaboration with other departments.
• Ensuring compliance with all general and company policies when carrying out job duties.
• Other company tasks assigned by Managing Director & Head of LTS.

Key Competencies

• Knowledge of mechanical and electrical engineering as well as specialized knowledge of automation related to woodworking machines.
• Communication skills - Provide customers with detailed documentation, analysis, specifications, quotations and suggestions on technical issues and troubleshooting in a clear, accurate and informative manner.
• Analytical skills: identify complex customer complaints/issues and review related information to develop and evaluate alternatives; consider the relative costs and benefits of alternatives to achieve optimal performance.
• Organizational skills: manage and complete multiple tasks on time; also plan, prioritize and organize work to achieve goals and objectives, and perform excellent follow-up work and respond to customer inquiries and requests in a timely manner.
• Interpersonal skills: establish constructive and cooperative working relationships with multiple customers and Group factories to effectively achieve goals and objectives.
• Computer skills: high level of proficiency in Microsoft Office software, especially Word, Excel, Outlook, TEAMS etc.;
• Ability to take on responsibilities and challenges, self-motivated, persistent, hands-on, results-oriented, with a strong sense of urgency, very detail-oriented, and the ability to take initiative and accomplish goals.
• Ability to demonstrate a high degree of professionalism, maturity, customer service awareness, and good judgment.
• Outstanding leadership: perform successfully to guide and motivate team to achieve company goals together.

Education and Experience

If you are someone with strong leadership, influencing, communication and interpersonal skills, with a demonstrated ability to listen to the voice of customers to create meaningful transformational change, please consider joining us if you can fulfill most of the following qualifications:

• Bachelor’s degree in mechanical/electrical or similar discipline.
• 10+ years of experience in the service field as service engineer or on-site engineer, etc.
• 5+ years of first experience of service management, team leadership and customer service.
• Outstanding communication skills on technical issues and troubleshooting.
• Familiar with Customer Relationship Management (CRM) & ERP software applications.
• Experienced in Microsoft Office Word/Excel/PPT software etc.
• Skillful with CNC/PLC knowledge preferred.
• High EQ who can lead a multinational team.
• Excellent English and fluent spoken Mandarin, another SEA language will be a plus.
• Excellent collaboration and communication with other departments and Group factories.
• Professional, highly organized work style, good time management and attention to detail.

Equal Opportunity Employer/Veterans/Disabled

WASIA is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are interested and looking to take on the challenge in your next career and develop your skills in the growing WASIA market together with the team of Weinig professionals, we would love to hear from you!

May you please send your letter of application with your Resume to info-asia@weinig.com or Junxiao.chu@weinig.com

MICHAEL WEINIG ASIA PTE LTD

11 Tampines Street 92, Tampines Biz Hub #04-08, Singapore 528872

Telephone (65) 6758 5178 E-Mail info-asia@weinig.com Internet www.weinigasia.com

Registered in Singapore #198501593M

Managing Director: Mr. Frank Ralf Muller

Overview

Lead and manage IT (e.g Customer Relationships Management) & data related projects to ensure it meets the overall operations’ objectives. This role includes but not limited to monitor project timeline, ensuring uses of data is adhered to organization’s policy.

Job Responsibilities

1. Plan and develop strategy to enhance IT system to improve operations efficiency and effectiveness.
2. Review, implement & monitor in the delivery of new IT system featuresMonitor and track the project timeline to ensure smooth timely implementation of the system.
   Review and improve system flow, process and policies across entire user journey to enhance operations efficiency.
   Review possible integration of various systems to enhance robusticity of the system.
   Consolidate list of requirements from stakeholders and prioritize the request according to impact.
   
3. Engagement relevant stakeholders to gather feedback and requirements to ensure continuous improvement of the system.
4. Management the use of data in systemCollaborate with key stakeholders to develop marketing list for campaigns according to outreach strategy.
   Monitor and track the use of data and its purpose.
   Oversee the data input quality and adherence to system standards.
   Data-Driven Insights: Monitor and report on outreach responses, campaigns, and events to optimize & rsee the Operation & Maintenance of Data Analytics and ensure adherence to PDPA.
   
5. Management of user matrix and authorized users for the systemEnsure the system users are given the right access based on their job role.
   Ensure the user list is up to date and only intended users has access to the system.
   
6. Any other duties

Job Requirements

• Bachelor degree in any discipline
• Minimum 7 years of working experience (including leadership experience), preferably in healthcare.
• Good verbal and written communication skills
• Microsoft office (Excel, Word, Powerpoint)

NUHS Data Analytics & Insights (DAI) team under Group Care Plan Ops support and work in close partnership with NUHS senior management, Group Specialty Chiefs (GSCs), Management Decision Support (MDS) teams and other stakeholders to realise the delivery of One Specialty, Multiple Sites and a OneNUHS patient care philosophy. The DAI team develops innovative analytics solutions and derives actionable insights to support management decision making towards attainment of NUHS vision and key priorities.

This is a business analyst role where you will play a critical role in overseeing and driving the successful execution of data-related projects, and bridging the gap between complex healthcare data and actionable insights. You will collaborate with cross-functional teams, stakeholders, and data specialists to ensure project objectives are met, timelines are adhered to, and deliverables are of high quality. Your expertise in project management methodologies, data processes, and team coordination will contribute to the effective and efficient implementation of data initiatives that improve patient outcomes, operational efficiency, and organizational effectiveness. You will also be responsible for transforming raw data into meaningful information, collaborating with various stakeholders to ensure accurate and efficient data interpretation, analysis, and reporting.

Responsibilities

• Undertake project management responsibilities to oversee data-related initiatives and ensure they meet established timelines and deliverables.
• Drive the development of analytical solutions to generate actionable insights, supporting decision-making, planning, and resource allocation in alignment with NUHS priorities and goals.
• Facilitates collaboration among cross-functional teams, manages stakeholders and ensures the successful implementation of data initiatives that improve patient care, operational efficiency, and organizational effectiveness, in compliance with data privacy and security regulations
• Collaborate with data teams and stakeholders to extract, interpret, and creatively visualize data. Transform raw data into meaningful information, ensuring accuracy and efficiency in data interpretation, analysis, and reporting.
• Develop, maintain, and enhance interactive dashboards using tools like Tableau.
• To be well versed with and keep updated on Epic and other operational applications in order to propose solutions that will address group operations management and senior management needs on operational excellence.

Requirements

• Bachelor’s Degree in Computer Science, Information Management, Mathematics, Statistics, Operations Research, Engineering or equivalent work experience.
• At least 5 years of relevant working experience with analytics tools e.g. SQL, Python, MS Excel (advanced), data visualisation tools (e.g. Tableau)
• Excellent interpersonal skills, attention to detail, and flexibility to collaborate across various team areas and functions, and manage multiple priorities.
• Possess can-do attitude and work independently in ambiguous situations.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving skills
• Proficient in extracting, cleansing, and interpreting complex data with attention to detail and accuracy.
• Able to communicate sophisticated data science concepts clearly through concise reports and presentations, effectively conveying observations and recommendations.
• Familiarity with healthcare setting is a plus.

Student Care - Centre Manager

Are you looking for a purposeful career in a homely environment that is progressive and dedicated to support the physical, intellectual, emotional, and social development of a child?

Are you looking for a positive and collaborative work environment that promotes staff wellbeing and believes in the development of the team members?

If you are, join our team! We set out to make a difference in the lives of individuals and families every day. Our staff are our greatest asset, no matter what role we are undertaking.

Please send in your application with the heading “Centre Manager” and include your resume, your educational and working background, details of your last work experience, last drawn salary and at least 1 referee to Aldersgate Praise Centre

Email : contact@aldersgate.sg

Roles & Responsibilities:

1. Providing leadership and direction to the teaching and non-teaching staff, ensuring alignment with mission and values.
2. Overseeing the implementation of quality programs and services that meet the needs of our students.
3. Collaborating with teachers and the church, to enhance the overall student experience.
4. Ensuring compliance with regulatory requirements and best practices with respect to Student Care Centre management.

Requirements

· 2 years of relevant experience in managing a Student Care Centre is preferred.

· Minimum Polytechnic Diploma or equivalent

· Possess good communication skills

· Team player and ability to multi-task

Working Hours

Normal school term: 11am to 7pm (Mon - Fri);

During school holiday: 7.30am to 7pm (Mon - Fri) – on shift

Weekends (1/2 day) – if required

Overview

The Centre for Innovation in Healthcare (CIH), is a one-stop hub with the goal of facilitating clinical adoption of practice changing innovations for public good and global impact. CIH achieves this goal by complementing other partners in the innovation ecosystem.

By virtue of CIH being part of National University Health System, CIH leverages its core assets of patients, healthcare professionals, and health datato progress innovations in their innovation journeys.

The Innovation Manager will run exciting innovation projects at various stages of the healthcare innovation journey, to progress them towards the final goal of deployment and clinical adoption of the innovation. You will also be the first point of contact to manage new interest to engage CIH services and also lead initiatives and events to support CIH’s goal.

You will work closely with a diverse team comprising project managers, clinical research coordinators (CRC) and business managers to provide the support for our healthcare innovators to achieve CIH’s goal.

Job Respnsibilities

• Drives selected innovations towards deployment and adoption in NUHS hospitals, clinics and healthcare community
• Works closely with CIH team to manage external and internal innovators interested to conduct usability trial studies, clinical trials or Health Technology Assessments (HTA) in NUHS hospitals, clinics and healthcare community
• Works closely with CIH Clinical Research Coordinators (CRC) to be responsible for end-to-end management of the projects
• Assists in forging of new partnerships or maintain relationships with CIH healthcare ecosystem partners to support CIH innovators
• Works closely with CIH team to strengthen engagement of our healthcare ecosystem partners through organisation of CIH events or implementation of new initiatives
• Assists in ad-hoc innovation events and projects

Job Requirements

• At least Bachelor of Science or equivalent. Other qualifications in Business or Entrepreneurship preferred.
• Minimum 5 years of working experience with at least 1 to 2 year of relevant experience in healthcare innovation activities
• Excellent interpersonal and communication skills
• A strong team player
• Have keen interest in health technology innovations
• Able to work in a complex organisational environment, with a need to balance expectations of multiple stakeholders.
• Able to multi-task and adapt to a fast-chainging environment
• Possess strong problem solving skills
• Able to tackle complicated research, regulatory and contractual issues independently
• Proficient in I.T. systems and MS Office applications

Purpose of the Job

• Responsible for alignment of IT Services Catalogue in supporting AET’s IT strategy and plans, and represents all AET IT services provided, as primary/main IT representative
• Responsible for AET User/Customer satisfaction
• Responsible for all Service Delivery and Service Support actions taken to ensure they meet AET business needs and IT requirements
• In line with supporting AET Shareholder Scorecard (year-by-year), manage and achieve business and performance objectives set for the following:Global IT Services Delivery Function and Teams – Staff Performance Management
  Design and Introduction of (new) IT Service in line with expected Group/AET capabilities and benefits to be delivered
  Availability of IT Services provided in line with meeting agreed performance levels
  Delivery of IT Services in line with meeting SLAs (Service Level Agreements)
  Resolution of Incidents
  Fulfilment of Service Requests
  Change Management (IT Service Configurations)

Key Accountabilities

• AET IT Services – Primary/Main Representative
• Champion the endorsed Group/AET IT service culture
• Ensure alignment of IT Service Delivery and Support solutions to AET’s business needs and IT requirements
• Assist in SLA negotiation efforts with AET business departments/functions
• Provide oversight to AET IT Service Owners
• Direct and oversee the maintenance of AET’s IT Services Catalogue
• Ensure compliance to processes and controls, with priority on procurement and cybersecurity.
• Manage activities towards providing appropriate access rights for authorized users and prevent access from unauthorized users
• Verify that for solution transitioning to operations, there is a defined and agreed-on set of criteria which will be used to assess the readiness for go live. Ensure that an overall approach for service validation is defined at the outset of all solution delivery projects
• Work closely with Head of IT, AET Application Managers , Group ICTon IT solution/service sourcing decisions
• Direct and oversee the maintenance of a single source repository (incidents, service requests, change requests) on all IT Services delivered to the business
• Manage and convene CAB (Change Advisory Board) meetings for urgent (including Emergency Change related) RFCs (request for change)
• AET User/Customer Satisfaction
• Direct and oversee the management of IT Service Accounts (User/Customer Needs and Relationships)
• Work with business users to identify and prioritize business support needs, issues and their resolution
• Champion and promote service improvements on an on-going basis to continually improve customer satisfaction with IT services
• Direct and oversee periodic user/customer satisfaction surveys
• IT Service Delivery and Support Operations – Process Effectiveness and Assurance
• Accountable for overall process effectiveness and assurance (that primarily covers the core processes noted below)
• IT Service Account Management (IT Services Catalogue, Business Use Cases, IT Strategic/Operations Planning, IT Service Quality Assurance)
• IT Service Transition Management – IT Service Operations (Delivery, Support) readiness for introduction of new IT Services
• Incident/Problem Management (Incident Classification and Prioritization Criteria, Management of Level 1, 2, 3, 4 Resolution Points, Audits of Incident Tickets)
• Be knowledgeable of the Cybersecurity Control Standards, enforce those controls and manage major cybersecurity breaches.
• Change Management (IT Service Configurations)
• AET IT Services Delivery and Support Operations – Performance Management
• Maintain day-to-day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues
• Monitor, measure, report and review current performance of services and components in the enterprise IT environment and ensure IT capacity meets business needs
• SLAs (service level agreements) and OLAs (operational level agreements) are met
• Review service metrics (KPIs) in supporting continuous improvements
• Champion and promote service improvements on an on-going basis to continually improve quality of IT services
• Set service performance management metrics, and direct the preparation of period management reports
• Capable of executing Crisis Management Responsibilities as required by role
• To comply with Company’s policies and Code of Conduct and Business Ethics (CoBE)
• Other duties and projects may be assigned from time to time

Qualifications

Education:

• Bachelor degree preferably Software Engineering or Computer Science
• Ideal:

General-level Microsoft Certified Systems Engineer (MCSE) certification
General-level IT Service Management certification, e.g., ITIL
General-level Project Management certifications, e.g., PMP, Prince II

Experience:

• Min 7 years of professional experience in IT Service Delivery and Support type operations and organization with exposure to Cybersecurity Control Standards
• Leading cross-functional teams (business, IT) on projects and/or operational initiatives.
• Managing service accounts (technical, customer relationships)
• Active involvement (5+ years) in project-level and operations-level engagements with senior-level business and IT stakeholders at planning, design, implementation and operation stages for IT service deployments
• Experience with related IT Vendors (third party) an advantage

Specialized knowledge:

• People Management and Team Building/Management
• IT Service Management (ITSM) KPIs and Processes, e.g., ITIL
• Problem Solving and Decision Making, e.g., Kepner Tregoe

Job Description:

The incumbent will assist in implementing and supporting Population Health initiatives in the Western region. He/she will contribute towards the nationwide implementation of Healthier SG by supporting the Primary Care Networks (PCNs) and their respective GPs.

Responsibilities

• Drive Population Health initiatives in primary care
• Be an account manager to Primary Care Networks (PCNs) and support their GP clinics in the Western region
• Engage and build relationships with PCNs and their GPs
• Coordinate & develop complementary services by clusters to support PCNs
• Extend and/or conduct relevant training for PCN GPs and their staff
• Collate the necessary data from PCN HQs for regular dashboard updates, incentive administration and/or quality improvement efforts
• Collate feedback and aim to continuously improve NUHS’ offerings to PCNs
• Secretariat for key meetings and committees
• Provide support to Quality Improvement initiatives and projects
• Any other duties assigned

Requirements:

• Minimum 1 year of healthcare-related experience.
• Highly motivated, independent and a good team player
• Good interpersonal, communication and negotiation skills
• Ability to multi-task
• Good presentation & writing skills
• Proficiency in Excel to consolidate / cross-check data and perform simple analysis & chart results. Experience working with business intelligence tools (e.g. Power BI, Tableau) will be useful
• Possess an inquisitive mind for problem-solving. Prior experience in Quality Improvement will be useful
• Note: At times, you may be required to meet our partners on Saturdays and weekday evenings

Job Description:

The incumbent will assist the Director and work closely with internal and external partners and stakeholders to plan and support Population Health initiatives in primary care.

1. Plan, develop and implement Population Health initiatives in primary care as required

2. Develop and oversee evaluation, performance and reward, and drive clinical quality improvement initiatives

3. Oversee and administer the Population Health related finances and audit

4. Engage and form collaborative relationship with internal and external partners and stakeholders as required

5. Oversee the secretariat support for key committees and workgroups, and gather insights/feedback from partners for the planning and implementation of Population Health initiatives

6. Any other tasks as assigned

Requirements:

- Bachelor degree preferably in health and social related field

- At least 10 years of relevant experience in healthcare

- Additional marketing experience and grant management experience would be an advantage

- Have supervisory experience

- Possess an analytical and inquisitive mind, and the ability to identify / discern complex trends and patterns.

- Excellent writing skills with ability to produce clear, structured proposals

- Highly motivated, independent and a good team player.

- Good interpersonal and communication skill

- Ability to multi-task

Position

Service Manager, Data Security Services

The Service Manager for Data Security Services manages the RUN team and the related activities to data and endpoint security. He/She is the main point of contact for the service provider and the internal clients in the bank. He/She manages the budget for the scope. He/She is also responsible for the transition of the new services from other regions to Singapore and manages the project/transition. The role is a techno-managerial role and will have to be involved in DLP policy/rule modifications as well. He/She works with continuous improvement principles. He/She is equivalent to the Subject Matter Expert on the technologies within data and endpoint security.

Data Security Services team in Singapore is responsible for day-to-day operational services on the infrastructure of Europe (mainly France, UK, and Russia) remotely from Singapore. France infrastructure represents approximately 90% of the worldwide production activities of CA-CIB.

Team works in Asia and Europe time zones and flexible rotational shift is based on the nature of duties.

The operational support of the team covers the following technical scope:

• Endpoint Security technologies – Anti-virus management, Host Intrusion Prevention System etc.
• Data Leak Prevention systems. - Email Prevent, Web Prevent, Endpoint Protect.
• Encryption Solutions: Disk Encryption, File and Folder encryption.
• Database Audit Monitoring solutions.
• Email and Web Phishing Prevention solutions.
• Vulnerability Management Services.
• Access Management.

Detailed Job Responsibilities

The Team Manager has a wide spectrum of responsibilities and actions.

As the manager of his/her team, he/she:

• Assigns the tasks and manages delegation.
• Sets and reviews the work organization according to activity’s requirements and people’s needs and validates the schedules.
• Animates the team to encourage collaboration and sharing of practices.
• Has a role in supporting people development.
• Participates to recruitment process for the team.
• Vendor relation management.

As the manager of his/her scope of activity, he/she:

• Meets stakeholders on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines. ISS leads security for GIT and is the main entry point for internal clients outside of GIT (Business Lines, BCP, LGL, and Compliance for security topics).
• The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls/tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests).
• Ensures activity is performed in compliance with norms, standards, processes and procedures.
• Gathering required evidence using multiple forensic tools to investigate any data leak incident, conducting interrogation if required, case closure and reporting.
• Reporting and auditing.
• Monitors operational KPI and ensure tickets are losed within SLA.
• Ensures documentation is up to date and relevant for use.
• Implements cross-functions activities including continuous improvement initiatives.
• Estimates the yearly budget, sets monthly forecasts and follows up BAU/Project monthly balance.

As an experienced professional in Security domain, he/she:

• Supports his/her team or experts’ diagnosis when technical issues raise in his/her scope of expertise.
• Is aware of the global IT structure so that he/she anticipates interrelationships within the organization.
• Manage L0/L1/L2/L3 activities which involve direct relationships with end users and L3 activities (architecture, design, project management, etc.).
• Provide oversight to all Data Security activities to ensure adequate performance, efficiency, and availability.
• Engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects, especially with GIT architecture security team.
• Ensures the IT Production activities regarding his/her perimeter are performed correctly by the team, complying with defined norms, standards, processes and procedures.
• Has to make sure that the defined KPI is met on a day-to-day basis for Incident, request, problem, change management etc.
• Has to monitor and push for improvements in the team’s productivity.
• Be available and able to drive/manage any complex or high severity incidents that occur within the scope of their role.
• Engage in Projects and project deliveries.
• Drive and deliver root cause for any high severity issues.
• Has to be responsible for providing direction, proactive and reactive support services to maintain the availability and reliability of systems infrastructure in accordance to the SLA.
• Is involved in security incident diagnosis or investigations to help provide evidence or facts during diagnosis or investigation.
• Manage requests from stakeholders on data security tools to provide extracts, reports or information when required.

As the first point of contact for the Service Provider, he/she:

• Manages the daily relationship with the Service Provider and escalates when needed.
• Follows up Provider KPI and related actions.
• Coach and develop partner resources to meet the objectives.

As the first point of contact for internal Clients, he/she:

• Manages the daily relationship with internal Clients including planning, requests clarification, risks mitigation and service quality.
• Prepares client feedback for the monthly review.
• Serve as point of escalation on major incidents.
• Have to maintain a smooth relation with partners, vendors and global clients/teams.

As a member of ISAP/ITS, he/she:

• Facilitates collaboration and spread of information from and to the team.
• Participates to the department’s activities including brainstorming, team building and other team or transversal actions.
• Fosters innovation mindset.
• Contributes to ISAP/ITS global branding and communication.
• Manage budget (once a year) and forecast (monthly)
• Focus on automation and optimum use of the team to improve efficiency.
• Maintain appropriate knowledge to ensure to be fully qualified to undertake the role.
• Complete all mandatory training as required to attain and maintain competence.
• Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time; Financial Security requirements, including, but not limited to, the prevention of Financial Crime and Fraud including reporting obligations to the Money Laundering Reporting Officer.

Work Schedule

v Work Timing is flexible and is scheduled to manage the operations within business hours of Asia and Emea timezone.

v Role may have to attend and lead any critical issues escalated outside of working hours, when operational needs.

Qualifications Requirements

Ø Minimum 12 years of IT Security experience and with 3-4 years of team management experience.

Ø Must be a bachelors/masters/engineering graduate or equivalent technical degree in Information Technology or Computer Science.

Ø Must have knowledge of different domains of IT Security.

Ø Must have managed a team size of 8 or more Security Specialists in an enterprise level environment;

Ø Must have prior hands-on experience in managing the IT Security Solutions.

Ø Must have experience in working in Production setup in Run (Operations) mode.

Ø Must have working experience in managing the endpoint and data security solutions for a Large enterprise level environment, working experience in financial organization is preferred.

Ø Ability to apply risk based approach while working on assigned responsibilities.

Ø Experience in defining, implementing, and enforcing enterprise-level IT security policies for endpoint and data security solutions.

Ø Excellent in analytical, communication and documentation skills.

Ø Ability to organize work and be able to priories work as per the needs of Production Operation’s needs.

Ø Must have strong understanding of ITIL processes and comfortable working in process oriented environment.

Ø Ability to work independently and as well as a part of team and is able to work under minimal supervision.

Ø Should have time management skills and able to manage work in fast moving environment.

Ø Should have hands-on technical exposure on wide spectrum of endpoint and data security technologies e.g. Symantec Data Loss Prevention (DLP), Symantec Endpoint Protection, Phishing Prevention and other IT Security technologies.

Ø Must have experience in defining, designing and configuring DLP Policies as per the business requirements.

Ø Professional Certifications:

• CISSP, CISM certified is highly preferred.

Interested applicants, please email your resume to Shaun Quek Yew Meng.

Email: shaunquek@recruitexpress.com.sg

CEI Reg No: R1660732

EA Licence No: 99C4599

COMPANY DESCRIPTION

1-Net manages carrier-neutral Internet Data Centers, along with providing a comprehensive range of integrated services including network connectivity, managed services, work area recovery suite, cloud and media delivery services. 1-Net's Data Center Corridor initiative currently interconnects key data centers in Singapore to facilities quick deployment and providing a diverse connectivity options for enterprises and service providers.

We are committed to creating an inclusive and diverse workplace where talent thrives. Our hiring decisions are made based on merit and fit-to-role. If you have a disability or special need which requires accommodation to participate in the recruitment process, please inform us when you submit your online application. We will be happy to support as necessary.

Thank you for your interest and application to this role. Please note that only short-listed candidates will be contacted.

RESPONSIBILITIES

Primary Role

The role requires the individual to oversee Customer Support Service (CSS) team to support 1-Net core business, operations and services with 24x7 service availability at multiple sites of Data Centre (DC), including management of DC network infrastructure, network operation/services and service delivery.

This role also requires the individual to be responsible for developing and implementing processes and procedures that interfaces with the sales process, various services provisioning and customer requirement support.

Responsibilities

• Lead and manage the team of network engineers for the operations and management of 1-Net DC Core Network infrastructure, including peering network, DC Hosting network, Cross Connect services, Data Center Corridor service and data center MMR management. Assign team resources to support daily network operations and ensuring fair distribution of assignment.
• Monitor and improve overall network performance, optimise network bandwidth utilisation and secure 1-Net Core network infrastructure from potential network security risks.
• Network capacity management to ensure adequate resources available to support business and operations needs for network services.
• Support network services for internal and external customers, response to incident escalation and coordinate team effort in determining root cause and resolving problem. To work on preventive measures such as revise SOPs, re-engineering of network architecture, upgrade/enhancement and tech refresh.
• Test and evaluate technologies for supporting new network service, contribute in planning, design and implementation of new network services.
• Ensure efficiency and effectiveness of the implemented solutions in meeting user's requirements and work processes, procedures, timeliness & quality of project delivery.
• Structured cabling system implementation and cross connect provisioning
• Ensure contracted service level agreements and key performance indicators are met
• Negotiating solutions, resolving conflicts and anticipating/ handling critical situations to ensure successful delivery of service to customers.
• Manage pre-sales activities including, but not limited to RFI, RFQ & RFP preparation, solution design, technical clarification and discussion.
• Manage relationship with customers, internal stake-holders and functions. Ensure that the assigned project(s) complete & handover to customers on time.
• Develop and align network policies/process for consistent implementation across all 1-Net data centers, ensure network operations is in compliance to regulatory and certification requirement, such as IMDA regulation, ISO 22301, ISO 27001, PCI-DSS, OSPAR. Work towards continual improvement in operational efficiencies, enabling innovation, furthering productivity and delivering value.

QUALIFICATIONS

• Minimum 6 years of relevant experience
• Extensive Knowledge and experiences in networking and network devices, capable of designing and implementation of network solutions to support business and operations needs.
• Understand and have similar experiences in IP Transit implementation and operations, Internet routing, DNS management.
• Manage network operations across multiple physical sites.
• Network protocols such as TCPIP, BGP, FTP, HTTP, DNS, etc
• Knowledge of cloud service network and service provider security best practices preferred
• Must possess Network and Security troubleshooting skills and experience with management of network devices (switches, routers, firewall)
• Deep understanding and experience on Data Center structured cabling system and MMR deployments, Cross Connect planning and implementation.
• Good understanding of IMDA regulations on SBO license, ISO 27001, ISO 22301, PCI-DSS and OSPAR requirement.
• Degree/Diploma in IT or relevant Discipline.
• Certification in CCNA, CCNP is highly preferred and ITIL will be a plus
• Good command of English, both written and spoken
• Customer-oriented, patient and a strong team player
• Working location: 1-Net East (Chai Chee) and 1-Net North (Woodlands)

Please note that your application will be sent to and reviewed by the direct employer - 1-Net Singapore Pte Ltd

As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.

You shall conceptualise and translate developmental plans of CareHub’s functions and IT requirements/systems into actionable milestones, workflows and SOPs while working collaboratively with the team and stakeholders to make plans a reality dovetailed to implementation timeline, organisation’s strategies, priorities and national’s directives.

You shall be responsible to ensure service standards and KPIs are consistently monitored, reported with areas of improvements identified and actioned timely to drive the achievement of CareHub’s service standards and KPIs with risks mitigated and managed appropriately. In addition, you are responsible for the training and knowledge function of CareHub to support the Call Centre Officers to be competent in their job and able to handle cases in a professional and timely manner.

You shall drive collaborative conversations and partnerships with stakeholders and community partners to develop and implement/review CareHub’s functions and initiatives which improve outcomes in tandem with the wider community ecosystem. You will need to be passionate about service and innovation as you will be a vital driving force who will support the development of CareHub and shape the team’s positive and service oriented culture.

You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.

Key accountabilities but not limited to:

1. Plan and manage the day-to-day operations of the CareHub in line with CareHub’s service standards, key performance indicators (KPIs), developmental plans and organisation’s policies
2. Drive the implementation of CareHub’s functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
3. Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHub’s functions and facilitate adoption of new/improved workflows and SOPs
4. Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub’s standards and KPIs.
5. Support in the management of team to deliver on CareHub’s service standards, KPIs and adherence to national and organisation’s policies eg. data protection and management
6. Risk management incorporated in workflows and SOPs
7. Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
8. Forecasting and management of budget to support the plans and operations of CareHub
9. Monitor, measure and report on CareHub’s deliverables and KPIs to stakeholders and management in a concise and timely manner
10. Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
11. Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

Qualification Required and Area of Discipline

• Good bachelor’s degree in any discipline.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

• Preferably with at least 4 years of relevant Contact Centre / healthcare and operations related experience
• Possess leadership skills with experience in managing team(s) and ability to motivate staff to perform
• Experienced in project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
• Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
• Highly independent, self-motivated and collaborative in team setting
• Good analytical and organization skills with attention to details
• Excellent interpersonal, communication, presentation, writing and problem solving skill
• Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
• Ability to interpret data and derive insights to drive outcomes
• Positive attitude with a customer experience mindset
• Lead with a Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
• Proficiency with data visualisation / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)

What you’ll do

We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the opportunity to shape and influence our incredible growth story in APJ.The ideal candidate will have a passion for IT/Digital Technology and be both customer-oriented and collaborative by nature. Customer Success Managers should have exceptional analytical, consulting and advisory skills to support our customers in the best way possible as they are the first point of contact for their customer accounts in all aspects. You will take on full responsibility for customer accounts in different lifecycle stages – from onboarding to adoption, expansion, and renewal. Candidates should be willing and able to take on a wide range of daily responsibilities, from data-driven analysis and execution to change management projects.This role will work closely with other teams not only within the Customer Success organization but also have the opportunity to collaborate with the global sales, marketing, and product development teams.

• Working within a great team, supporting, and motivating each other in a culture that welcomes feedback and failing fast while celebrating our successes
• Take on full responsibility for 35-40 customers across Asia Pacific and Japan.
• Build and strengthen relationships with your customers to become their trusted advisor
• Develop and expand your accounts by driving product adoption and increasing user base in customer accounts
• Work with state-of-the-art Customer Success tools (Gainsight, Salesforce) backed by a Customer Success Operations team
• Add your style to a global and diverse Team LeanIX, a fast-growing tech company and leader in the Enterprise Architecture category
• Ensure a successful and robust onboarding experience for all new customers
• Translate customer feedback into product requirements

What you bring

• 3+ years of experience in an internationally operating consulting company with direct customer interaction in IT organizations, or a customer-facing role in the B2B SaaS industry (or related business).
• Experience with IT Management, IT Service Management or Enterprise Architecture domain is a plus.
• Experience in IT project management, delivery and project methods is a plus
• Ability and experience to structure and prioritise your work and the work of others
• 1+ year working knowledge with Customer Success tools, e.g., Gainsight is a plus
• Exceptional English language skills (written and spoken), especially technical vocabulary.
• Proficiency in Japanese is a plus. Please indicate your language skills in your CV.

PURPOSE:

Supporting the pursuit of new business through crafting transition and transformation plans as part of the proposal and projecting strong project management competency.

Executing transition plans – Transition projects moves a Customer organization from its current mode of operation to an FB-managed mode of operation. Transition will include the assumption the as-is environment, as well as fulfilling contractual requirements necessary to facilitate the transfer

Executing transformation plans – Transformation is the implementation of a set of contractually defined activities as stated in the solution design. These activities should meet specific business objectives and lead to service enhancements, cost reductions, and/or quality, productivity and technology improvements.

RESPONSIBILITIES & TASKS:

• Lead a transition and/or transformation project team (maybe cross-functional, cross-country, cross-organization, cross-service, involving 3rd parties) to takeover service delivery from the customer (or incumbent) per the committed transition plan. Depending on project scale, may lead several projects simultaneously.
• Work with customer and FB teams (delivery management, delivery manager, staffing, infrastructure/tools, etc.) to manage and deliver (transition and transformation) projects on schedule, within budget and with a high level of customer satisfaction.
• Act as counterpart to customer appointed transition manager – maintaining close contact to ensure delivery to schedule and issues addressed.
• Develop and own transition communication plan to ensure consistent understanding of transition progress within key stakeholders
• Own transition management methodology. Update/improve the methodology based on learning and customer requirements/feedback.
• Adhere to standard transition management methodology
• Work in pursuit team to represent the transition and transformation function. Craft transition and transformation plans that may be part of the submitted proposal. Participate in customer presentations to project strong transition and transformation management competency.
• During transformation, the STM is accountable for the execution of all transformation activity end to end, with overall account responsibility remaining with the FB Client Manager.
• Manage risk during transition and transformation
• Ensure compliance with FUJIFILM Information Security Rule, Policies and Procedures at all time.
• Responsible for maintaining security of all FB information entrusted to and not limiting to proper classification & handling of FB documents and records.
• Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to FB Information Security requirements.
• Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure.
• Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution.

REQUIREMENTS

• Should have 10 years of total working experience with minimum 5 years of experience in managing IT or engineering projects – preferably with experience in setting up service delivery (covering aspects such as infrastructure setup, staffing, finance, knowledge transition, etc.).
• Degree in engineering, computer science, business or related fields.
• Understanding of service delivery in a business process outsourcing context, particularly in imaging and archival, accounts payable and customer acquisition services.
• Project Management certification e.g. PMP, CITPM
• Understanding of technology, particularly as related to imaging software and hardware, document integration.
• Strong customer management skills.
• Experience working in regional/global teams.
• Strong leadership skills – drive, initiative; assertiveness.
• Strong communication skills – spoken and written.
• Strong analytical and problem-solving skills.