Associate Specialist, SME Digital Banking

Manage daily system operations and provide technical support to sales and internal teams. Prepare reports and analyze data to improve performance. Assist with marketing events and logistics. Coordinate business continuity planning to ensure company preparedness. Support special projects focused on system and process improvements.

System and Sales Support

• Manage day-to-day system operations to ensure smooth functioning for all users including reassignment of case or task within the system to appropriate user or teams as required.
• Assist in system setup, configuration, and training for end-users.
• Provide first-level technical/system support to sales and internal teams.
• Troubleshoot system-related issues and escalate to relevant teams when needed. To raise tickets on issues, tracked and ensure resolution is achieved.
• Document support issues, solutions, and create user guides where necessary.
• Ensure timely resolution of client issues to maintain customer satisfaction.
• Assist in addressing credit queries wherever applicable.
• Ensure compliance with data security, confidentiality, and access control guidelines when managing system permission.
• Monitor system performance and usage trends, providing insights and recommendations for process/system improvements.
• Maintain internal documentation, FAQs, and Standard Operating Procedures (SOPs) to ensure effective knowledge transfer and onboarding within the team.

Reports, Dashboards and Analysis

• Track and monitor system-related issues through dashboards, highlighting the number of open and pending cases to ensure timely resolution and effective issue management.
• Generate system usage reports and highlight key insights/trends.
• Provide actionable recommendations to management for decision-making.

Marketing Support and Event Coordination

• Assist in the planning and coordination of marketing activities, including roadshows, partnership meet-ups, and customer engagement events.
• Manage event logistics such as transportation, accommodation, and other arrangements for key stakeholders.
• Oversee venue readiness to ensure facilities, equipment, and required items are prepared prior to the event.
• Participate onsite as part of the organizing committee to support smooth execution of event and engage with customers during events, address queries, and provide assistance as needed.
• Support post-event activities including follow-ups with participants, feedback collection, and ensuring commitments are fulfilled.
• Collaborate with internal teams and external partners to ensure events are delivered on time, within budget, and aligned with company objectives.

Business Continuity Plan (BCP)

• Act as the coordinator for the company’s Business Continuity Plan (BCP) initiatives.
• Assist in the development, review, and updating of BCP policies, procedures, and documentation.
• Coordinate with internal teams to ensure preparedness for potential disruptions and adherence to BCP guidelines.
• Maintain records of critical assets, processes, and recovery plans to ensure business resilience.
• Support in organizing BCP drills, simulations, and awareness sessions to keep staff informed and trained.
• Monitor compliance with regulatory and internal requirements related to business continuity and risk management.
• Provide reports and updates to management on BCP readiness and recommend improvements where necessary.

Special Projects

• Support and participate in ad-hoc or strategic projects assigned by management.
• Contribute to initiatives such as system enhancements, CRM improvements, AI/chatbot training, automation tools, or other digital transformation efforts.
• Assist in project coordination, documentation, and execution to ensure timely delivery and alignment with business goals.
• Collaborate with cross-functional teams to test, implement, and roll out new technologies or processes.
• Take on flexible responsibilities beyond the core scope as required, demonstrating adaptability and a problem-solving mindset.