Operations Specialist

To coordinate the operational functions and liaise with key stakeholders both internally and externally to ensure synchronisation of divisional standards amongst various functions. Manage administrative responsibilities such as scheduling, planning, organising, and reporting, and play a key role in the managing of deliverables and projects internally and externally.

Strategic Objectives, Initiatives, Projects & Business Intelligence

• Co-ordinate the development and periodic revision of the strategic objectives. Assess and ensure that there is adequate cascading and effective alignment of strategic objectives.
• Manage various strategic initiatives and projects.
• Coordinate, monitor, track and report on projects and initiatives including recommending strategy enhancements/ changes as and when required.
• Provide business intelligence by conducting studies, research and keeping abreast on issues affecting areas of responsibility which inform the strategic direction and decision-making.

Planning, Budgeting & Performance Management

• Facilitate the development of the short- and long-term plans and the scheduling and organising of planning sessions and the final plan aligned to the corporate plan and the Bank’s strategy.
• Coordinate and consolidate inputs for the preparation and alignment of the Balanced Scorecard (BSC) and provide support in drafting the final draft.
• Monitor and track the performance against the balanced scorecard and provide reports on tracking progress, critical areas of improvement and priorities to ensure targets are achieved.
• Prepare and manage the budget for the office and serve as the budget controller in consultation with the budget owners.
• Analyse and interpret data and/or reports from unit heads and project leads to provide dashboards and summaries outlining critical information and areas of concern.
• Compile and distribute reports/presentations and communicate on behalf of the division providing feedback and updates on initiatives, projects, and various operational tasks.
• Prepare and provide context to the divisional head regarding the agenda and outstanding items to be discussed in forums and meetings.
• Propose recommendations to the business on process improvement through the modelling, planning, investigating and costing of improvements to improve administrative efficiency, effectiveness and productivity.
• Act as a point of contact with staff and various stakeholders and provide insight on initiatives and projects.
• Coordinate the activities including the approval of business unit plans and ensuring that performance agreements are completed.

Risk Management and Governance Support

• Facilitate and coordinate the development and implementation of the risk register to provide an overview to the management team.
• Monitor the risk register and develop a risk matrix to evaluate and report on operational risks and risk mitigation actions implemented.
• Plan and schedule the performance of periodic management assurance reviews to assess the adequacy and effectiveness of the risk mitigation measures.
• Coordinate internal and external audit review processes and liaise with unit heads to consolidate feedback.
• Facilitate the development, management and monitoring of the division’s delegation of authority guidelines, ethics/ declaration of interest requirements, committee requirements and charters, as well as board requirements.
• Coordinate and prepare draft divisional submissions to management and board committees, business review, management committees and divisional-specific committees (secretariat).

Office Administration

• Develop specific templates for the division for standardisation of reporting and administrative efficiency.
• Administer the document management system to secure/ store data and provide a platform for sharing division information.
• Work with the divisional head to support the planning and execution of day-to-day work routines and key deliverables.
• Manage the office with specific reference to the following:
  
  • Monitor that the office is appropriately resourced with daily consumables;
  • Provide secretariat support in key meetings and interactions to ensure the recording of decisions and follow-up;
  • Draft and edit all communication (letters, routine correspondence) from the divisional head for approval; and
  • Provide inputs, review and quality assurance of all documents and reports.
• Provide administrative support for the procurement process by drafting the relevant procurement documents for review and approval in line with procurement requirements.

Project Management and Process Improvement

• Provide technical and drive various strategic initiatives and special projects:
  
  • Participate in the definition of project scope and key deliverables.
  • Develop a detailed project plan to monitor and track progress on initiatives.
  • Coordinate internal resources and third parties/vendors for the successful execution of projects on time, within scope and budget.
  • Oversee changes to the project scope, project schedule and project costs in consultation with the team.
  • Oversee project documentation and feedback reports.
  • Monitor project performance as per the agreed project plan and report and escalate project challenges.
• Conduct in-depth assessments of processes to establish areas of improvement and provide recommendations on processes and design of new initiatives.
• Implement systems, processes, and procedures to improve administrative efficiency, effectiveness and productivity.

Stakeholder Engagements

• Prepare presentations, relevant documents, and briefing packs for engagements in consultation with subject matter experts and unit heads.
• Consolidate and compile inputs from unit heads to develop a stakeholder management framework for the division which incorporates the engagement plan and reporting requirements for internal and external stakeholders.
• Facilitate engagements and communications with critical stakeholders, service providers, and consultants.
• Undertake other tasks as assigned from time to time.

Key Measures/KPIs

• Effectiveness and efficiencies in the office.
• Quality of presentations and reports.
• Management of budgets including operational expenses.
• Maintain and enhance governance.
• Stakeholder management for the division.

• A Bachelor’s Degree in Procurement, Finance, Commerce.
• Minimum of 5 years’ relevant experience in a similar role in coordination and administration for a division.
• Experience in drafting reports, presentations and general communication for Executives and Board.
• Experience in communicating with high-level stakeholders (verbal and written).
• Demonstrated experience in managing and implementing projects as well as excellent skills in planning and organising.
• Proven ability to coordinate and manage multiple functions.
• Exposure in strategy in strategy formulation and execution.
• Demonstrable experience in managing projects as well as excellent skills in planning and organising.
• Extensive and deep computer expertise in Word, Excel, PowerPoint and Outlook.
• Exposure in strategy in strategy formulation and execution.
• Experience in managing budgets.

Desired Requirements:

• Knowledge of Company Secretary function, Marketing and Communications.
• Banking industry and/or economic development services industry experience.
• MS Projects.
• Experience working for digital marketing agency, consulting, professional or financial services or development finance institution.

TECHNICAL COMPETENCY

Written communication

• Understands that different writing styles are required for different documents or audiences.
• Write effective correspondence, prepares questions and reports, statements of circumstance and briefing
  notes.
• Reviews others’ documents for clarity and impact.
• Has a solid mastery of writing principles such as grammar, sentence construction etc.

Presentation skills

• Can reinforce key presentation points with examples.
• Is able to translate technical terminology into language understandable to the audience.
• Has insight into the audience’s behavior and motivation and responds appropriately and professionally, adapting communication style as appropriate.

Reporting

• Designs / customizes reports to meet user needs.
• Prepares complex or tailored reports, gathers information from a variety of sources, analyses and includes in a report.
• Keeps standard reports under review and proposes improvements to meet user needs.

Business acumen

• Thinks and plans in future-oriented terms.
• Develops annual business plans that consider longer-term activities, issues, problems or opportunities.
• Develops and establishes broad scale, longer-term objectives, goals or projects (e.g., affecting a business, department, or organisation).

Planning and Organising

• Is relied on to help others plan and organise their workload.
• Uses effectively advance time management processes to deal with high workload and tight deadlines.
• Organises, prioritises and schedules tasks so they can be performed within budget and with the efficient use of time and resources.
• Achieves goals in a timely manner, despite obstacles encountered, by organising, reprioritising and replanning.

Policies and Procedures

• Has detailed knowledge of policy and procedure relating to a specific area of work.
• Is capable of implementing procedure, highlighting issues as appropriate.

Project Management

• Demonstrates a practical knowledge of project management principles and techniques.
• Plans, defines, and manages projects within a department or area.
• Identifies resources required and their appropriate role and skills.
• Assists in the management of projects where the objectives, milestones and time scales have been defined.

Data Collection and Analysis

• Based on knowledge of the reasons behind the analysis, is able to define the most appropriate means of data collection.
• Is able to develop formats for data collection.
• Is able to define the most appropriate internal and external data/information sources.
• Identifies key facts in an array of data, recognises when pertinent facts are incorrect, missing, or require supplementation or verification.
• Breaks down data into component parts to understand the nature and relationship of the parts.
• Has a broad knowledge of statistical data-handling techniques.
• Can undertake more comprehensive analysis of data/information but is not required to draw conclusions.

BEHAVIOURAL COMPETENCY

Customer Service Orientation

• Tries to understand the underlying needs of customers and matches these needs to available or customized products and services.
• Adapts processes and procedures to meet on-going customer needs.
• Utilises the feedback received by customers, in order to develop new and/or improve existing services/products that relate to their on-going needs.
• Thinks of new ways to align DBSA’s offerings with future customer needs.

Self-awareness and Self Control

• Withholds effects of strong emotions in difficult situations.
• Keeps functioning or responds constructively despite stress.
• May apply special techniques or plan ahead of time to manage emotions or stress.

Strategic and Innovative Thinking

• Experiments with new approaches, tests scenarios, questions assumptions and challenges conventional thinking.
• Creates new concepts that are not obvious to others, leveraging internal and external sources of information, to build incremental revenue and growth opportunities.

Driving delivery of results

• Sets challenging goals that will have a significant impact on the business or support the organisational strategy.
• Commits significant resources and/or time to ensure that challenging goals are achieved, while also taking action to mitigate risk.

Teamwork & Cooperation

• Acts to promote a friendly climate and good morale and resolves conflicts.
• Creates opportunities for cross-functional working.
• Encourages others to network outside of their own team/department and learn from their experience.