Tm, E-channel Support

Working Hour
- Regular Hours
- Monday - Friday- Business Area
- Operations- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Execute required operational task and provide operational expertise to teams
- Manage Reflex registration & support for Malaysia, Singapore & Cambodia
- Support audit confirmation request from our customers audit firms
- Provide backroom Operations support to other Business/Function within the Group and external parties on Reflex and Audit Confirmation related matters.

Drive continuous improvement and optimization of processes to enhance customer centricity and improve productivity

**Key Responsibilities**:
Subject matter expertise
- Provide expertise and guidance to team members
- Support best practice sharing across teams
- Resolve any escalated customer related issues e.g. complains, approval

Resource planning
- Play an “Air traffic control” role, coordinate shift/leave schedule between team members
- Balance resource allocation across team based on demand and priorities
- Ensure attendance and adherence of team member (with regards to work schedule)
- Support the Service Partner Lead/Circle Lead to hire for required skillset

Team mgmt. and coaching
- Help empower the team to work independently & self-manage
- Support the team in removal of obstacles
- Work with Circle Leads to ensure team is performing well and help to identify ways to improve skillset within the team
- Support career and skills development of team by defining a clear development plan & trainings
- Conduct reviews & evaluations on of team member's performance
- Provide on-the-ground coaching and guidance for all team members
- Coordinate/lead trainings for team members
- Raise common issues faced by either the team or customer to the Circle Lead

Standard enforcement
- Ensure team members follow the standards and practices of their functional expertise
- Ensure key information is cascaded and necessary documentations are created (reports)
- Support implementation of any initiatives at the team level

Capabilities/activities
- Manage & supervise the Reflex registration & token issuance operation for Malaysia, Singapore & Cambodia
- Manage and resolve issues or complaint raised by customer, branches and business unit with SLA
- Escalate and follow-up on issues related to system with business unit and IT.
- To review and propose process improvements to Circle/Team Lead to further improve the existing TAT & reduced operating cost.
- Engage regularly with business to address any issues encounter by operation team and customers.
- Guide and advise team members to resolve complicated issues
- Manage audit confirmation requests for various products
- Maker to courier documents to customers and update the consignment note numbers into LOADS.
- Manage Admin ID for Reflex MY, SG, FPX RHB, e-Services, E-Confirm and Dynasis
- Support queries from CCC, branches & other Banks on Reflex and Audit Confirmation
- Handling and participate in BCP activities or testing
- Collaborate with IT in resolving system issues pertaining to Reflex and Audit Confirmation system
- Investigate and resolve queries from customers or branches
- Assisting Team Lead on the development and implementation of project(s) as part of the process improvement to be more cost efficient, increase productivity, improved TAT and mitigate risk.
- Collaborate with Operations & Method in reviewing and updating the Operating Manuals /issuance of Circulars within the Unit’s functions.
- Requirements

**Requirements**:
Bachelor Degree - Degree in Banking/Finance or related field or any discipline.

Minimum 3-5 years’ experience in Banking Operations and Financial Industries
- Expertise and capability of performing tasks relevant to the domain and delivering required output
- Good problem solving skills
- Ability to provide answers to impromptu questions
- Good communication skills (ability to communicate/collaborate with team members)

Ability to be patient and actively listens to others, and understands others' views
- Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards