Assistant Manager/Manager, Operations (EKYC)

TNG Digital; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Broadband reimbursement

Job summary

TNG Digital is seeking a senior operations leader to own end-to-end eKYC/eKYB onboarding processes in Malaysia. You will manage two Senior Associate teams handling user and merchant onboarding, ensuring regulatory compliance and efficient turnaround times.

Responsibilities include governance, continuous improvement, and cross‑functional collaboration with Compliance, Risk, Legal, and Technology to optimize workflows and controls.

Qualifications

• Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or related discipline.
• Certifications in AML/CFT, Compliance, Risk Management, Lean, Six Sigma are an added advantage.
• Experience in eKYC/eKYB operations and AML/CFT compliance required.

Responsibilities

• Own full manual review operations for eKYC and eKYB onboarding within approved turnaround times.
• Oversee QC for eKYC vendor outputs and drive accuracy improvements.
• Ensure compliance with AML/CFT/CPF requirements and data protection laws.
• Develop SOPs and drive process improvements, including automation initiatives.
• Lead two Senior Associate teams: User Onboarding and Merchant Onboarding.

Skills

eKYC / eKYB knowledge

AML/CFT compliance

Regulatory compliance

Data analytics

Leadership

Stakeholder management

OCR / identity verification tech

Education

Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or related discipline

Tools

Zoloz

OCR tools

Job description

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

• Owns end-to-end management of eKYC / eKYB manual review operations for individual users and merchants / business partners, ensuring compliance with BNM AML/CFT requirements, data protection laws, and internal policies.
• Leads and oversees two operational Senior Associate teams — one for User Onboarding (eKYC) and one for Business / Merchant Onboarding (eKYB) — driving operational quality, regulatory compliance, SLA adherence, and continuous process improvement.

What You'll Do:

Account Management – Users & Merchants / Business Partners

End to End Account Lifecycle Ownership

• Own and oversee the full manual review operations for both individual user onboarding (eKYC) and merchant / business partner onboarding (eKYB), ensuring all cases are processed within approved turnaround times (TAT) and quality standards.
• Manage daily workflows for eKYC manual onboarding reviews, AML/CFT name screening reviews (both eKYC and non‑eKYC), OCR amendment assignments, and enhanced due diligence (EDD) submissions and approvals.
• Ensure compliant handling of complex or high‑risk onboarding cases, including politically exposed persons (PEP), adverse media hits, identity discrepancies, and escalated rejections, with appropriate approval gates and control checkpoints.
• Oversee quality control (QC) processes for Zoloz and other eKYC vendor outputs, including sample‑based QC checks, error rate monitoring, and feedback loops to improve accuracy and reduce false rejections.

AML / CFT Compliance & Risk Controls

• Ensure all manual review operations comply with BNM AML/CFT/CPF requirements, internal AML policies, sanctions screening procedures, and data protection laws.
• Serve as the operational owner for name screening review queues, ensuring consistent application of risk‑based decision‑making, proper documentation of review outcomes, and timely escalation of suspicious cases to Compliance.
• Monitor and report on AML/CFT‑related operational metrics, including screening hit volumes, false positive rates, escalation trends, and resolution times. Provide insights to senior management and Compliance on emerging risks and pattern changes.
• Support internal and external audits, regulatory reviews, and BNM inquiries related to eKYC / eKYB onboarding processes, including preparation of documentation, evidence compilation, and remediation of findings.

Process Governance & Continuous Improvement

• Develop, maintain, and periodically review SOPs, workflow standards, and decision frameworks for all manual eKYC / eKYB review activities, ensuring alignment with evolving BNM regulations and business requirements.
• Drive process improvement initiatives, including automation of manual workflows, system enhancement requests (with Tech team), and data compilation for eKYC vendor (e.g. Zoloz) optimization.
• Collaborate with Product, Technology, and Compliance teams on system patches, OCR amendments, mini‑program integrations (e.g. Maxis, CTOS, GoPinjam), and other operational technology initiatives.
• Lead, manage, and develop two operational Senior Associate teams — User Onboarding (eKYC) and Business / Merchant Onboarding (eKYB) — ensuring clear accountability, execution discipline, and consistent service delivery across both functions.
• Set team KPIs, monitor performance against SLAs (TAT, accuracy, quality scores), and conduct regular performance reviews. Identify capability gaps and drive targeted training and coaching.
• Manage staffing, workload distribution, and capacity planning across both teams, including coordination with HR on outsourced or contract staff, attendance tracking, and resource allocation during peak periods.
• Foster a culture of continuous improvement, knowledge sharing, and regulatory awareness across the teams. Ensure staff are up to date on AML/CFT requirements, eKYC SOPs, and emerging fraud typologies.

Stakeholder Management & Reporting

• Provide strategic and operational support to the Associate Director, including preparation of management reports, divisional reviews, policy recommendations, and coordination of cross‑functional initiatives.
• Serve as the primary operational liaison with Compliance, Risk, Legal, Technology, Product, and external vendors (e.g. Zoloz, CTOS) on eKYC / eKYB matters, ensuring timely resolution of issues and alignment on priorities.
• Prepare and maintain division‑level operational reports, dashboards, and KPI tracking for senior management, covering onboarding volumes, TAT adherence, quality metrics, AML/CFT screening outcomes, and process improvement progress.
• Coordinate with the Insurance Support and Backend Support teams on shared operational matters, including reporting, audit coordination, and administrative processes as needed.

Execution & Operational Accountability

• Maintain end‑to‑end accountability for the accuracy, consistency, and completeness of all eKYC / eKYB manual review outputs, including onboarding decisions, name screening dispositions, and EDD approvals.
• Ensure all lifecycle activities are controlled, traceable, auditable, and consistently executed across both teams, with proper documentation and audit trail standards.
• Manage escalated, complex, or ad‑hoc cases across eKYC / eKYB operations, including vendor‑related issues, system defects, and regulatory inquiries.
• Support Operations‑wide Business Continuity Planning (BCP) execution, operations‑related projects, and governance processes as directed.
• Undertake any other task, responsibility, or project as assigned by senior management from time to time, including ad‑hoc strategic assignments across the Operations Division.

Role Requirements:

Qualifications

• Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or a related discipline.
• Professional certifications or training in AML/CFT, Compliance, Risk Management, Process Excellence, Lean, Six Sigma, or Project Management are an added advantage.

Experience

• Relevant working experience in eKYC / eKYB operations, AML/CFT compliance, onboarding operations, or financial services operations, with at least 2–3 years in a people management or team lead capacity.
• Proven experience managing end‑to‑end account onboarding operations, including eKYC / eKYB manual reviews, name screening, AML/CFT compliance checks, and EDD processes.
• Demonstrated leadership experience managing operational teams (including Assistant Managers or team leads), with accountability for quality, TAT, compliance, and control effectiveness.
• Prior experience supporting or coordinating internal and external audits, regulatory reviews, or BNM control assessments related to eKYC / AML/CFT operations.
• Experience working cross‑functionally with Risk, Compliance, Legal, Technology, and external vendors or partners (e.g. eKYC solution providers, screening services).
• Exposure to process improvement initiatives, operational optimisation or eKYC system transformation work is an added advantage.

Skills / Knowledge

• Strong understanding of eKYC / eKYB operations, AML/CFT/CPF requirements, name screening procedures, and regulatory compliance frameworks applicable to financial services and e‑wallet providers.
• Solid working knowledge of identity verification technologies (e.g. Zoloz, facial recognition, OCR), sanctions screening tools, and risk‑based onboarding workflows.
• Highly analytical and detail‑oriented, with strong problem‑solving skills and the ability to make sound operational decisions under pressure.
• Strong leadership and organisational abilities, with proven capability to manage multi‑layered teams, develop staff, and deliver outcomes under tight deadlines.
• Proven ability to analyse operational data, identify trends, and drive process improvements, with advanced proficiency in Microsoft Excel and good working knowledge of MS Office.
• A people‑oriented leader, comfortable working across functional areas and organisational levels, with strong stakeholder management and communication skills.
• Adaptable, resilient, and flexible in a fast‑paced, evolving operating environment, with high ownership, accountability, and ability to take initiative.

What you get:

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long‑term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.