Assistant Manager, Refunds

1 day ago

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

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