Full Time Manager, Payment Support Centre Jobs, in Maybank - Maukerja

This role is responsible for the timely and accurate processing of customer instructions and banking operations transactions, ensuring compliance with regulatory requirements, operational controls, and service standards. He/She will partner with Relationship Managers, Business Units, and internal stakeholders to resolve enquiries, exceptions, escalations, and outstanding cases while delivering excellent customer service.

Job Purpose:

• Responsible for the accurate and timely processing of customer instructions and operational transactions for Business Units such as Global Banking (GB), Mid-Corp and branches’ customers.
• Ensure all policies, procedures, controls and regulatory requirements are adhered to.
• Manage customer instructions, enquiries, exceptions and escalations within the agreed service standards.
• Ensure issues, complaints, exceptions and operational risks are escalated and reported on a timely basis.
• Support process improvements, system enhancements and operational projects to improve efficiency and service delivery.

Job Description:

• Manage and process customer instructions received from BUs.
• Liaise closely with Relationship Managers (RMs), Business Units and internal stakeholders to facilitate timely execution of customer requests.
• Monitor and follow up on pending instructions, outstanding cases and service issues to ensure timely resolution.
• Review and ensure operational controls, reconciliations and regulatory requirements are complied with.
• Support implementation of new products, system enhancements and operational change initiatives.
• Prepare management reports, operational statistics and service updates.
• Keen interest in leveraging technology, automation, coding, data analytics, or AI to improve operational efficiency and customer experience

Job Requirements:

• Minimum tertiary education in Banking, Finance, Business or Accountancy or with 5 years of banking operations experience.
• Strong knowledge of MAS 626 and other AML related regulations, and operational risk and controls.
• Good stakeholder management and communication skills.
• Strong analytical, problem-solving and decision-making abilities.
• Meticulous, accurate and able to work under pressure.
• Leadership capability to guide and support the team when required.