support analyst

概览

公司信息

所需技能

• Fresh graduates with relevant academic qualifications are encouraged to apply.
• 1 to 3 years of relevant working experience in operations, analytics, or similar roles.

工作职责

• Monitor daily card application processing by system vendors and card embossers to ensure accuracy and completeness.
• Ensure timely card delivery to customers in compliance with agreed Service Level Agreements (SLAs).
• Track application submissions and oversee fulfilment and delivery status.
• Verify and monitor monthly customer quota updates from the KPDN portal, ensuring alignment with internal systems.
• Analyze onboarding trends for Fleet and Subsidy card programs.
• Evaluate monthly card issuance data to identify patterns, anomalies, and improvement opportunities.
• Review vendor reports on card material inventory to support procurement planning.
• Perform root cause analysis on operational errors, including batch failures and PIN-related issues.
• Prepare regular reports and dashboards to provide insights and support management decision-making.
• Liaise with internal teams, vendors, service stations, and customers to resolve operational and system-related issues.
• Handle customer complaints and application-related issues within defined turnaround times.
• Escalate unresolved issues to relevant departments and track progress until closure.
  Support Retail IT and Card Services teams with technical findings and corrective action plans.
• Monitor and evaluate vendor performance against established KPIs and SLAs.
• Validate accuracy and completeness of vendor performance reports.
• Identify service gaps and escalate performance risks to management.
• Participate in system enhancement and improvement initiatives.
• Support User Acceptance Testing (UAT) for system upgrades and new feature rollouts.
  Assist in integration testing, system validation, and deployment readiness.
  Collaborate with cross-functional teams to improve card systems, workflows, and processes.

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