Kerja Sepenuh Masa, Associate Director, Account Lifecycle di TNG Digital Federal Territory - Maukerja

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

• Owns hands‑on management of end‑to‑end Account Management for Users and Merchants / Business Partners, including regulatory compliance, risk controls, and service delivery quality.
• Provides strategic leadership and governance over end-to-end account lifecycle management for both individual users and merchants / business partners, ensuring regulatory compliance, risk management, operational excellence, and cross-functional accountability at the appropriate senior management level.

What You'll Do:

Account Management – Users & Merchants / Business Partners

End to End Account Lifecycle Ownership

• Own the full account lifecycle for both individual users and merchants / business partners, spanning onboarding, verification (eKYC / eKYB), active account management, ongoing monitoring, suspension, termination, and exit.
• Provide strategic direction and ownership for account management policies, standards, and operating frameworks, ensuring consistent governance across all user and business account segments.
• Design, implement, and maintain governance frameworks, SOPs, and control standards for endtoend account lifecycle activities, ensuring alignment with BNM regulations, AML/CFT requirements, data protection laws, and internal risk policies. Periodically review and enhance frameworks to maintain effectiveness in response to evolving regulatory expectations and operational risk landscape.
• Establish and manage crossfunctional stakeholder relationships with Risk, Compliance, Legal, Technology, and external business partners / vendors to ensure coordinated execution of account lifecycle activities, resolution of complex cases, and continuous improvement of account management practices.
• Define and monitor account management performance metrics, KPIs, and service standards for both individual and business accounts. Report to senior management on lifecycle performance, emerging risks, and improvement opportunities, ensuring accountability at the appropriate organisational level.
• Ensure compliant handling of dormant accounts, unclaimed monies, residual balances, and settlements, including posttermination obligations. Govern data retention and purging, ensuring records are retained and disposed of in accordance with regulatory requirements (including 7year posttermination retention where applicable). Ensure all lifecycle activities are controlled, traceable, auditable, and consistently executed across the organisation.
• Serve as the senior escalation point for complex or highimpact account management matters, including disputed accounts, fraudrelated terminations, regulatory inquiries, and business partner disputes. Ensure timely resolution and alignment with BNM expectations.
• Drive strategic initiatives and operational transformation across the account lifecycle, including system enhancements, process reengineering, and automation of manual workflows, to improve efficiency, reduce risk, and elevate service quality for both individual and business account holders.

Onboarding, Due Diligence & Verification (eKYC / eKYB)

• Own endtoend onboarding execution for:
• Individual users (eKYC), and
• Merchants / business partners (eKYB).
• Maintain standardised, riskbased onboarding workflows covering:
• Validation and acceptance criteria
• Risk segmentation and escalation rules
• Approval gates and control checkpoints.
• Drive onboarding quality, SLA adherence, and decision consistency while reducing manual intervention, error rates, and false rejections.

Risk, Compliance & Issue Management

• Execute account management processes in compliance with BNM regulations, AML/CFT requirements, data protection laws, and internal policies.
• Serve as firstline execution owner for accountrelated risks, fraud indicators, sanctions alerts, and control breaches.
• Manage escalations, investigations, and remediation actions, and support internal and external audits and regulatory reviews.

People & Execution Leadership

• Lead and manage operational teams, driving execution discipline, quality standards, SLA adherence, and control effectiveness.
• Monitor capacity and resourcing needs within assigned functions and escalate constraints with recommendations.
• Provide strategic and management support to the Head of Operations Support, including preparation of management reports, divisional reviews, policy recommendations, and coordination of cross-functional initiatives as directed.
• Undertake any other task, responsibility, or project as assigned by senior management from time to time, including ad-hoc strategic assignments across the Operations Division.

Role Requirements:

Qualifications

• Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or a related discipline.
• Candidates with a Diploma or Advanced Diploma in a relevant field may be considered, provided they demonstrate strong operational and leadership experience.
• Professional certifications or training in AML/CFT, Compliance, Risk Management, Process Excellence, Lean, Six Sigma, or Project Management are an added advantage.
• Exposure to regulatory‑governed environments such as financial services, fintech, lending, payments, insurance, telesales, or logistics operations is preferred.

Experience

• Minimum 5–6 years of relevant working experience in Account Management, Operations Management, Financial Services Operations, or related operational roles.
• Proven experience managing end‑to‑end account lifecycle operations, including onboarding (eKYC / eKYB), ongoing due diligence, monitoring, termination, and post‑termination handling.
• Demonstrated hands‑on leadership experience, managing operational teams with accountability for quality, turnaround time (TAT), compliance, and control effectiveness.
• Experience in customer service, telesales, or logistics operations in a regulated or highvolume environment is preferred.
• Prior experience supporting or coordinating internal and external audits, regulatory reviews, or control assessments.
• Experience working cross‑functionally with Risk, Compliance, Legal, Technology, Finance, and external vendors or partners.
• Exposure to process improvement initiatives, operational optimisation, or transformation work is an added advantage.
• Experience in recruitment, onboarding, training, coaching, and performance evaluation of operational or service teams is preferred.

Skills / Knowledge

• Strong understanding of account management and operations control principles, covering both individual users and business entities.
• Solid working knowledge of eKYC / eKYB, AML/CFT, data retention, audit trail requirements, and regulatory compliance.
• Highly analytical and detail‑oriented, with strong numeracy and problem‑solving skills.
• Proven ability to analyse data, draw conclusions, and execute corrective actions, with advanced proficiency in Microsoft Excel and good working knowledge of MS Office.
• Strong leadership and organisational abilities, with the capability to supervise teams, train staff, and deliver outcomes under tight deadlines.
• A people‑oriented leader, comfortable working across functional areas, organisational levels, and remote or distributed teams.
• Able to drive operational change, share insights, and influence stakeholders constructively.
• Adaptable, resilient, and flexible in a fast‑paced, evolving operating environment, with a positive and proactive attitude.
• High level of ownership, accountability, and ability to take initiative.

What you get:

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.