Operations Support Associate

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 Operations Support is responsible for managing participant onboarding, industry-wide testing, contingency exercises, and supports audits, billing, and risk assessments.

Key Responsibilities

Participant and Scheme Administration

• Managing the onboarding process for new participants across multiple national payment systems, including FAST, PayNow, Cross Border and Certificate Authority
• Providing oversight on the coordination of connectivity and industry testing schedules, ensuring participant readiness and smooth execution
• Overseeing the facilitation of production cutovers, ensuring a seamless transition from testing to live production environments
• Reviewing deliverables provided by participants to ensure adherence to requirements
• Providing testing and troubleshooting support to participants during the onboarding phase
• Tracking the overall onboarding timeline and deliverables
• Ensuring all quotations provided to participants are tracked, along with any necessary follow-ups

Operational Reporting and Support

• Supporting operations audits and inspections by gathering required documentation and evidence for internal and external auditors
• Managing industry-wide contingency drills and exercises, from planning and execution to post-mortem analysis
• Provide necessary training to relevant personnel
• Ensuring operational documents are kept updated and readily accessible

Reporting and Metrics

• Tracking participant testing progress and prepare status metrics for connectivity and industry testing
• Maintaining accurate and up-to-date documentation for onboarding processes, contingency exercises and post-mortem analysis

Stakeholder Engagement and Communication

• Ensuring participants are promptly informed about documentation releases and testing schedules
• Managing industry-wide contingency drills and exercises, ensuring clear and timely communication with participants and stakeholders
• Coordinating communication between external and internal stakeholders, such as facilitating impromptu meetings to understand and assist in resolving escalated issue in a timely manner

Requirements

Education and Experience:

• Bachelor’s Degree in any discipline
• Working experience within the financial industry preferred

Skills and Knowledge:

• Understanding of payment systems such as FAST, PayNow, and Cross-Border services will be beneficial
• Experience in supporting user acceptance testing (UAT)
• Application testing experience will be beneficial
• Project management related skills will be beneficial
• Customer-facing experience
• Excellent communication skills, with proven track record of successful internal and external collaboration