User Support Unit, Card Operations- Deputy Manager

3 weeks ago


Kuala Lumpur, Malaysia Bank Islam Full time

Req ID: 5968- Job Description:

- **Summary**
Ensure the tasks in the User Support Section are managed and resolved as per SLA and completed within the stipulated time frame.

**Key Highlight on the responsibilities:

- **

1. Project Management
2. System & User Support
3. Policy & Compliance

**Responsibilities**:
1. Production Support - ensure it is checked, rectified and delivered especially on parameters settings, Cards issues, MIS Support
and Complaints/Logs Handling.
2. UAT on Projects are well conducted and done/signed off.
3. Enhancements to Productions are tracked, tested and delivered.
4. SRE is tracked, tested and delivered.

5. Project Management
a. Assist business users on new system enhancement or requests
b. Project coordination and supervise vendors to timely completion of projects within budget, and complete project
deliverable
c. Liaise with IT / vendors on the business requirements, analysis and queries as well as Paynet, VISA & MasterCard
compliance
d. Perform system impact analysis based on user news requirement
e. Providing consultation to SME business on daily operational and process related issues, system support and
maintenance

6. System & User Support
a. Provide system and post implementation support
b. Perform first level analytical work to troubleshoot problems escalates by business
c. Provide training to business user
d. Work with IT / Vendor to provide fast fix and update business promptly

7. Policy & Compliance
a. Ensure the project document is in place
b. Ensure projects is pass the audit
8. Ensure adherence and compliance to all internal policies/internal guidelines and external regulatory requirements
9. Any other duties/assignment as and when directed by superior as per business requirement from time to time



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