Retail Quality Assurance Leader

Maybank; Jakarta Pusat; On-site; IDR 400,000,000 - 650,000,000; Full time

Job summary

Maybank is seeking a senior Quality Assurance professional to design, implement, and oversee the QA framework across the Retail organization. You will coordinate regular reviews of transactions across Fraud Monitoring, MCP, CCPL Processing, and Merchant units, and conduct ad hoc reviews as needed.

You will prepare QA findings and circulate comprehensive reports with recommendations and corrective actions to stakeholders.

Qualifications

• Minimum 7 years of experience in Quality Assurance, Retail Credit Operations, Underwriting, Risk Management, Internal Control, Internal Audit, or Banking Operations.

Responsibilities

• Design, develop, and implement the QA framework across Retail to ensure consistency and regulatory compliance.
• Coordinate and oversee regular QA reviews of approval transactions across Fraud Monitoring, MCP, CCPL Processing & Merchant units; conduct ad hoc reviews as required.
• Prepare and circulate QA findings, reports, and memoranda to stakeholders with observations, recommendations, and corrective actions.
• Perform QA assessments of underwriting processes across Retail products to ensure adherence to policies, procedures and risk standards.

Skills

Quality Assurance

Analytical skills

Investigative skills

Report writing

Presentation skills

Job description

• Design, develop, and implement the Quality Assurance (QA) Framework across the Retail organization to ensure consistency, effectiveness, and compliance with internal policies and regulatory requirements.
• Coordinate and oversee regular quality assurance reviews of approval transactions processed by Fraud Monitoring, MCP, CCPL Processing & Merchant units, as well as conduct ad hoc reviews for other units within CFS Retail when required.
• Prepare and circulate review findings, quality assurance reports, and memoranda to relevant stakeholders, ensuring proper communication of observations, recommendations, and corrective actions.
• Perform quality assessments and reviews of underwriting processes across Retail products, particularly within processing functions, to ensure adherence to established policies, procedures, and risk standards.

Qualifications & Requirements

• Minimum 7 years of experience in Quality Assurance, Retail Credit Operations, Underwriting, Risk Management, Internal Control, Internal Audit, or Banking Operations.
• Strong understanding of Retail Banking products, credit processing, underwriting processes, fraud monitoring, and operational risk management.
• Experience in designing and implementing QA frameworks, review methodologies, and quality control programs.
• Familiarity with banking regulations and industry standards applicable to retail banking operations.
• Strong analytical, problem-solving, and investigative skills.
• Excellent report writing, documentation, and presentation skills.
• In-depth knowledge of Retail Banking Operations, Credit Processing, Underwriting, Fraud Monitoring, and Operational Risk Controls.
• Proven experience in conducting quality reviews, root cause analysis, and control assessments.
• Strong understanding of regulatory compliance requirements and internal governance frameworks.
• Ability to interpret policies, procedures, regulatory guidelines, and business requirements effectively.