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Assistant Manager, Refunds

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airline Full time

Job Title:

  • Assistant Manager, Refunds

Reports To:

  • Manager Sales & Refund Accounting

Role Purpose:
Plan, supervise, motivate, and lead team members to ensure all Refunds for the Group are processed/approved within agreed timeline

  • Administer and to ensure all queries and disputes relating to refunds are actioned accordingly
  • Provide support to Manager, Revenue Accounting on related operational matters
  • Key contact to other BUs (Digital Payment/Treasury/Stations/Customer Relations/3rd party service providers) to liaise on issues
  • Provide training and support to new/existing team members
Key Accountability

  • Strategic: Lead the team to ensure all refunds system wide are processed and approved on timely manner within the agreed SLA
  • Operational: Ensure refunds claims are accurate and correct to avoid revenue leakages.
  • Manage customer, stations and other business units complains, queries and disputes relating to refunds.
  • Continuously improvise refund process (including automation/robotics) by understanding the process flow and technology advancements available
  • To participate and coordinate meetings on refunds with BUs and external parties such as stations, Government personnels, travel agents
  • Ensure Refund Suspense accounts are reconciled and maintain the ageing to current status
  • Perform, lead and support new initiatives/ projects to ensure smooth and timely cutover.
  • Ensure internal and external audit compliance and close gaps on any audit findings
  • Ensure all Refund JVs, CNs, adjustments are posted/accounted in SAP timely.
  • Prepare monthly KPI report
  • Governance & Policies: Report any potentials risks and breach of compliance to appropriate supervisors
  • Ensure compliance to Service standards / SLAs to ensure appropriate service levels are maintained
  • Organisation & People: Report any potentials risks and breach of compliance to appropriate supervisors
  • Ensure compliance to Service standards / SLAs to ensure appropriate service levels are maintained

Qualifications & Working Experience:

  • Degree in Accounting/ Finance and/ or professional qualification (ACCA, ICAEW, CPA, MIA, etc.)
  • 4 years experience in Accounting and/ or Finance

Skills &Knowledge:

  • Technical: Possess strong understanding of basic accounting principles and practices and internal policy
  • Well versed with ERP, portal systems and other business / accounting tools
  • Good knowledge of Word processing, spreadsheet and presentation tools (Word / Excel / Power point)
  • Managerial: Guide junior staffs and practical operation of teams
  • Industry Knowledge: Highly prefer knowledge of airline industry or related
Key Challenges

  • Managing the refund volume and urgency as well as complaints if any
  • To handle dispute/queries raised by BU's