Job Description

 Main Purpose of Job

To assist Manager in managing day-to-day operation of the session, to establish policies, planning, organizing and implementing all strategies & concepts to ensure process improvement, staff development and quality service provided in line with company’s direction and objectives.

Principle responsibilities & duties

• As a relief to Department Head to run the operation by monitoring and implementing according to department operation.
• To assist Department Head to manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
• Ensure timely auto debit enrolment & billing processing according to schedule.
• Ensure all the payment is input, adjusted or reversed by staff within predetermined SLA.
• To lead payment section by ensuring the operation running smoothly.
• Ensure accuracy in payment processing and timely updated to customer’s account.
• Ensure all the payment adjustment request received from frontline is proper justified and comply with company guidelines.
• Effective manpower planning and ensure staffing organising meets daily capacity demands.
• Constantly evaluate, review and recommend operation KRA (Key Result Area) & KPI (Key Performance Indicator) and ensure team members achieve the target.
• Train, supervise and develop Team Leaders, including coaching, counselling, motivating and discipline.
• Ensure high levels of customer satisfaction in resolving escalated issue and taking appropriate corrective action.
• To ensure team member practice timely communication and response to customer enquiries as well as branches, inter-department and merchant within limited time frame.
• To ensure all information is disseminated to team members is up-to-date.
• Close monitoring on daily payment processes to ensure processes and turnaround time comply to regulatory and guidelines.

Job Requirements

 Job Requirement:

• Bachelor’s Degree in Finance, Accounting, Business Administration, Banking, or a related field
• Minimum 5–7 years of working experience in payment operations, billing, reconciliation, or financial transaction processing within the banking or financial services industry.
• At least 2–3 years in a supervisory or leadership role, managing a team or unit in a payment or back-office operations environment.
• Proven experience in process improvement and implementing operational policies aligned with regulatory standards.
• Strong knowledge of payment systems, auto-debit processing, billing cycles, and financial reconciliation procedures.
• Familiarity with SLA management, internal controls, and regulatory compliance (e.g., BNM, AMLA, PDPA).
• Proficiency in using banking systems, payment platforms, and MS Office applications, especially Excel for data analysis.
• Strong leadership capabilities with experience in managing and coaching team leaders and junior staff.

Skills