Hong Leong BANK

This position is primarily responsible for fulfillment tasks in Card Operations and CDD (Customer Due Diligence).

Functional (job responsibilities)

Manage the team of 4-6 members with main job responsibilities below:

Customer Due Diligence
• Process customers’ on boarding via online channel including KYC, e-KYC, AML clearing, UPL documents’ collection.
• Act in compliance with all internal and SBV regulations at all time to reveal any potential Fraud cases.
Visa, Napas, Payoo Dispute Handling:
• Control and management timely from end to end all card dispute (on us and off us transaction) accordingly by follow SOP, procedures & regulations of Visa, Napas, Payoo, SBV,..)
ATM monitoring / system / machines:
• Dispute, suspense, GL balancing in coordination with respective Branches Ops, Contact Center, FIN.
• Management all reported (Visa, Napas, etc.) transactions, reconciliations, payment, coordination with FIN and other related teams/vendors to find the root cause when a discrepancy at ATM arises.
Card Maintenance and Parameter setting
• Fully understand product feature, policy, digital concept & CMS to set card parameter.
• Handle and process card maintenance beside digital channel like manually debit/credit amount to solve system issue, dispute, program … or block, unblock, reissue.
• Daily check Output control to ensure all maintenance having vouchers requested be genuine resources.
• Monthly reports to submit to SBV.
• Monitor card stock to order physical cards timely.
Reconciliation and settlement
• Daily reconcile & dispute Visa, Napas, Payoo card transaction from partner to Finance in time with appropriate SLA.
• Prepare payment form to make payment for Visa / Napas / Payoo fee monthly, quarterly, and yearly.
• Prepare a monthly GL Balance Sheet Control for Visa / Napas / Payoo on times
Others:
• Periodic update and review of processes documented in the SOPs.
• Update the card organization compliance/regulations (such as Visa, Napas, Payoo, SBV) and work with related teams to update / adjust with the appropriate card's system of bank from time to time.
• Propose initiatives to improve and develop the operational processes/procedures.
• Corporate with team members in performing operational assurance review including internal/external audit as well as follow up its findings, Risk Control Self-Assessment and regulatory reporting in collaboration with Compliance; Annual review of respective OSP.
• Any other assignment tasks by Line Manager / Head of Division from time to time.

Managerial (team/group responsibilities)
• Manage the team to ensure teamwork and a high level of operational support’s performance
• Display pro-activeness and initiatives in leading meetings and briefings
• Able to pick-up issues affecting service level and manage resources and manpower planning accordingly
Organizational (organizational responsibilities)
• Coordinate with other related departments for outstanding operational support to bank wide.