Business Analyst / Senior (Temenos (T24)) Multiple headcounts

• Handle and resolve escalated customer issues received through various channels within defined service timelines
• Review case details and supporting information to form objective assessments and propose appropriate resolutions
• Work with cross-functional teams to implement recovery actions and ensure closure of cases
• Monitor patterns in customer feedback to identify systemic issues and recommend corrective measures
• Support initiatives aimed at improving service delivery and reducing repeat issues
• Manage complex or high-impact cases involving third parties, including participation in dispute resolution forums where required
• Produce regular reporting on case volumes, trends, and insights for internal stakeholders
• Assist with departmental initiatives or projects as assigned
• Remain adaptable to take on different responsibilities within the broader customer function when needed

• At least 2 years of relevant experience in customer operations, service recovery, or issue resolution
• Tertiary education in a relevant discipline or equivalent practical experience
• Strong communication skills, both written and verbal; ability to engage diverse stakeholders
• Detail-oriented with sound judgement and problem-solving capabilities
• Able to work independently while maintaining a high level of accuracy
• Resilient and composed when handling sensitive or complex situations
• Familiarity with customer service environments; industry knowledge is a plus
• Comfortable using digital tools and systems for reporting and workflow management

Key Responsibilities

• Drive initiatives to increase adoption and effectiveness of conversational platforms by identifying user needs and improving functionality
• Work closely with internal stakeholders to gather feedback, refine user journeys, and enhance interaction design
• Coordinate with teams across design, technology, and operations to address gaps and optimise digital experiences
• Support awareness and adoption efforts through internal engagement sessions, campaigns, and demonstrations
• Develop user-facing communications related to updates, enhancements, or new features
• Oversee chatbot content and performance, including monitoring key metrics and identifying areas for optimisation
• Refine conversational flows to improve accuracy, clarity, and user satisfaction
• Analyse usage trends and behavioural patterns to inform improvements in design and response handling
• Ensure content consistency across digital channels, aligning with broader knowledge bases and communication templates
• Maintain documentation such as process guides, workflows, and updates to support ongoing operations
• Support additional initiatives or projects as required

Requirements

• Diploma or degree in a relevant discipline
• Relevant experience in a similar function
• Hands-on experience working with data, reporting, or digital platforms
• Familiarity with basic analytics tools (e.g. spreadsheets or reporting dashboards) and ability to interpret insights
• Understanding of conversational tools, chatbot frameworks, or digital engagement platforms
• Exposure to customer service or CRM systems is beneficial
• Experience in regulated or customer-centric industries is an advantage

Key Responsibilities

• Establish and maintain strong relationships with senior client stakeholders, acting as a strategic point of contact
• Identify commercial opportunities and develop tailored marketing and media approaches to support client objectives
• Oversee campaign lifecycle activities, including planning, execution, and ongoing performance refinement
• Partner with internal teams across creative, analytics, product, and operations to deliver integrated solutions
• Gather and share client and market insights to support continuous improvement of offerings and strategies
• Prepare and present proposals, recommendations, and performance updates to senior decision-makers

Requirements

• Extensive experience in client management, digital marketing, media, or related commercial roles
• Demonstrated ability to manage and grow relationships with large or complex organizations
• Solid understanding of the digital advertising landscape, including data-driven and programmatic approaches
• Experience engaging with technology-focused clients is advantageous
• Strong interpersonal, communication, and influencing skills
• Ability to work across multiple stakeholders in a fast-paced, matrixed environment
• Proactive mindset with strong problem-solving and analytical capabilities

Additional Advantage

• Exposure to major digital advertising platforms and tools
• Experience in consultative, solution-oriented sales environments
• Awareness of regional market trends within Asia-Pacific

Responsibilities

• Develop and manage relationships with clients and partners, gaining a strong understanding of their commercial goals and challenges.
• Provide guidance on marketing and engagement approaches across the customer lifecycle to drive sustainable growth.
• Interpret performance data to uncover trends, diagnose issues, and shape practical recommendations.
• Introduce and embed a range of technology-driven solutions, such as automation tools and advanced digital capabilities, to improve efficiency and user experience.
• Facilitate regular business reviews, sharing insights and forward-looking strategies with key decision-makers.
• Work in partnership with internal teams to coordinate and deliver cohesive solutions aligned to client needs.
• Oversee the implementation of agreed plans, ensuring quality delivery and positive client outcomes.

Requirements

• Background in digital marketing, consulting, account management, or similar client-facing roles.
• Comfortable working with data to support decision-making and strategy development.
• Demonstrated ability to build credibility with stakeholders and manage ongoing client relationships.
• Experience contributing to cross-team initiatives or projects.
• Strong communication skills, with the ability to convey ideas clearly to different audiences.
• Able to prioritise effectively and operate in a dynamic, fast-moving environment.

• Own end to end technical accountability for key OMS platforms, from order handling, to post close workflows, FIX connectivity, controls, and production stability.
• Final decision maker for design decisions, incident remediation, and platform evolution in high volume trading environments.
• Lead complex, high impact initiatives from problem definition through design, execution, release, and post go live stabilisation.
• Serve as an escalation point for L3 production incidents and chronic business issues, coordinating engineering, QA, infrastructure, and support teams.
• Take responsibility for root cause analysis, mitigation strategies, and long-term fixes to reduce repeat incidents and operational risk.
• Align priorities, sequencing, and delivery standards.
• Represent Technology in regulatory, audit, and risk forums, OMS oversight, trading controls, exchange and market mandates
• Act as a key interface between Trading, Product, Risk, Compliance, COO, and Technology leadership.
• Contribute to APAC wide planning, including roadmaps, platform simplification, decommissioning, and organisational change.

• Proven domain expertise in Agency Trading and mission-critical Order Management Systems like Market Sapphire and MOMS
• Deep understanding of order handling, execution workflows, and post-close processes
• Expertise in FIX protocol for electronic trading connectivity
• Knowledge of exchange mandates, trading controls, and high-volume trading environments
• Solid SWE background in Java Development 
• Strong competency in Linux/Unix environments and system design for high-availability, scalable platforms.
• Advanced troubleshooting for complex production incidents, including RCA and long-term remediation strategies
• Ability to translate complex regulatory intent (e.g., from APAC market regulators) into technical requirements
• Expertise in implementing trading controls and ensuring platform stability under strict governance frameworks
• Excellent cross-team leadership experience with an ability to align priorities, sequence work, and establish delivery standards across fragmented teams
• Capable of navigating relationships between Trading, Product, Risk, Compliance, etc.

• As a key member of the Global Equity Derivatives SWE team, you will build out and support Automated Electronic Trading applications.
• Work in partnership with business lines to fully understand their pinpoints, requirements, etc. to provide high level design solutions for their trading applications.
• Design and implement high quality technical solutions to handle latency-sensitive trading algorithms in a fully hands-on capacity, driving project delivery and leading by example.
• Work closely with global teams to further develop and innovate trading applications and work with Application/Production Support teams to monitor and help resolve incidents

• University degree, ideally to Master's level in Computer Science or related degree from a reputable institution 
• Minimum 10 years of experience working in a front office Electronic Trading environment, ideally in the Equity Derivatives Market Making trading domain with in-depth knowledge of related products Futures, Options, Warrants, etc. 
• Excellent Java expertise and a vested interest in continuous learning and improvement in the technology space 
• Proven ability to work successfully with highly demanding stakeholders while simultaneously mentoring junior colleagues 
• Excellent communication and presentation skills, with an ability to work in highly pressured environments 

This role focuses on bridging business needs and technology, driving process improvements, and maximizing the value of the ServiceNow platform across enterprise environments.

What you’ll be doing:

• Gather and translate business requirements into clear user stories and functional specs
• Analyze and improve workflows, aligning them with ServiceNow best practices
• Work closely with developers and architects to design scalable solutions
• Support documentation, training sessions, and user adoption initiatives
• Manage enhancements and identify opportunities to improve existing features
• Facilitate workshops and collaborate with cross-functional teams on key initiatives

What we’re looking for:

• 4+ years of experience as a Business Analyst, with 2+ years ServiceNow project exposure
• Strong understanding of ITIL and ServiceNow modules (ITSM, HRSD, CSM)
• Experience working in Agile environments and leading stakeholder discussions
• Preferably those with certifications such as ITIL, ServiceNow CSA, or BA certifications
• Strong communication, analytical, and problem-solving skills

If you enjoy working at the intersection of business and technology and have hands-on experience with ServiceNow, this role could be a great fit.

This is a contract role for around 8 months based in Singapore.

Join a global organization that delivers large-scale technology, data, and AI solutions to enterprise clients across industries. You’ll be part of a team building modern data platforms that power analytics and business decisions.

What you’ll do:

• Build and manage data pipelines from multiple sources (databases, APIs, files, streaming)
• Develop ETL/ELT workflows using SQL and Python
• Ensure data is reliable, scalable, and ready for reporting and analytics
• Work with databases (Oracle, SQL Server, PostgreSQL, DB2) for data processing and optimization
• Support data modeling and improve data structures for reporting
• Monitor data quality, troubleshoot issues, and handle production incidents
• Partner with analysts, BI teams, and stakeholders to deliver data solutions
• Contribute in Agile delivery (planning, estimation, execution)

What we’re looking for:

• At least 2 years of experience in data engineering or similar roles
• Strong skills in SQL, Python, and Tableau and relational databases (Oracle, DB2, SQL Server, PostgreSQL).
• Experience working with ETL pipelines and relational databases
• Background in data modeling and data quality practices
• Exposure to tools like Kafka, Spark, or similar data streaming technologies is a plus
• Familiar with BI tools (Tableau, Qlik, Power BI) and cloud data platforms
• Comfortable working in fast-paced, production environments

If you’re interested in building data systems that drive real impact, let’s connect.

This is a 12-month contract role for 12 months based in Singapore.