Senior Manager, RTO

Role Overview

TRUST is a data sharing and analytics platform that supports the secure use of research and real-world datasets to enable health research data analytics, so as to improve health outcomes for Singapore and support data-driven innovation.

The candidate will play a key role in supporting all user activities, ranging from account management, billing, onboarding & off-boarding of use cases. Candidate will be managing and tracking workflow efficiencies and publishing monthly dashboards. In relation to the SLA tracking, he/she will support will drive the efficient configuration, maintenance, and optimization of Atlassian JIRA tools.

We are looking for a self-starter who is resourceful and has experience in executing and leading projects independently. Demonstrated hands-on experience in both small and large organizations, providing smooth and efficient service that meets the expectations of stakeholders and needs of users in the ecosystem.

Tasks

• Support efficient management of day-to-day operational activities including the effective implementation & refinement of process workflows.
• Manage user queries, service requests & user reported incidents and ensure fulfilment & resolution within the set SLAs.
• Support all user billing activities & policies to ensure timely, efficient & accurate generation of invoices & payment matters.
• Maintain operational processes, workflows, SOPs, and documentation in compliance with TRUST Policy.
• Track key performance metrics and prepare monthly operations reports.
• Drive in the effective implementation & refinements of JIRA ITSM across TRUST.
• Undertake major role in the support of billing & invoicing for users.

Requirements

• Degree or diploma with at least 5-7 years of relevant experience in research operations, ops incident management, customer service and/or service delivery operations.
• Experience with cloud-based services (e.g. AWS, Azure), project management tools (e.g. Atlassian, JIRA) and web content management system (e.g. WordPress).
• Basic financial literacy.
• Comfortable to work in a fast-faced environment & performance led culture.
• Excellent interpersonal & communication skills.
• Working knowledge on SAP