Banking Operation Team Lead

MyValiant; Kuala Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading digital banking platform is seeking a proficient Business Banking Operations Manager to manage and enhance MSME banking operations. This role encompasses overseeing internal operations, developing efficient workflows, conducting quality assurance checks, and resolving customer issues effectively. Candidates should possess a Bachelor's degree and at least 5 years of banking operations experience, preferably with MSME clients. Strong communication skills and an understanding of regulatory standards are essential. Join us to contribute to the seamless customer experience and operational excellence in our digital banking services.

Qualifications

• Minimum of 5 years of experience in banking operations, focused on MSME clients.
• Strong understanding of MSME banking processes, with experience in manual handling.
• Good communication and interpersonal skills.

Responsibilities

• Oversee all internal operations related to MSME banking on our digital platform.
• Develop and implement streamlined processes for MSME banking operations.
• Conduct regular quality checks to ensure compliance with regulatory requirements.
• Act as a point of escalation for complex customer issues.
• Provide training to operations staff on MSME banking processes.
• Establish key performance indicators (KPIs) to monitor operations.
• Identify and mitigate operational risks associated with MSME banking.
• Collaborate with cross-functional teams to align MSME banking operations.

Skills

Operational oversight

Process management

Quality assurance

Issue resolution

Training and development

Performance monitoring

Risk management

Collaboration

Education

Bachelor's degree in Business Administration, Finance, Economics, Engineering or related field

Job description

We are seeking a proficient and detail-oriented Business Banking Operations Manager with expertise in Micro, Small, and Medium Enterprises (MSME) for our digital banking platform. In this role, you will be pivotal in managing the internal operations of our digital bank, ensuring smooth and efficient handling of MSME banking processes without reliance on extensive technical infrastructure.

Responsibilities

• Operational Oversight: Oversee all internal operations related to MSME banking on our digital platform, including account opening, transaction processing, and ad-hoc handling.
• Process Management: Develop and implement streamlined processes and work flows for MSME banking operations, leveraging digital journey coupled with manual handling techniques to ensure efficiency and accuracy.
• Quality Assurance: Conduct regular quality checks and audits to ensure compliance with regulatory requirements, internal policies, and service level agreements.
• Issue Resolution: Act as a point of escalation for complex customer edge-cases, complaints, and operational issues, providing timely and effective resolution to maintain high levels of outcome.
• Training and Development: Provide training and guidance to operations staff members to enhance their knowledge and skills in MSME banking processes and procedures.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor the performance of MSME banking operations, analysing data to identify areas for improvement and optimization.
• Risk Management: Identify and mitigate operational risks associated with MSME banking activities, implementing controls (e.g. maker-checker) and safeguards (e.g. access control) to ensure the security and integrity of customer data and transactions.
• Collaboration: Work closely with cross-functional teams, including product development, business, and customer service, to align MSME banking operations with overall business objectives and strategy.

Day-to-day Scope

• Process deposit and loan application, closely follow up on customer submissions until opening of business account or disbursement of the loans are completed.
• Improve MSME customers' journey to contribute to higher growth of the MSME portfolio through more seamless user experience.
• To achieve satisfactory completion rate of all assigned tasks on MSME products.

Qualifications

• Bachelor's degree in Business Administration, Finance, Economics, Engineering or related field.
• Minimum of 5 years of experience in banking operations, with a focus on MSME clients.
• Strong understanding of MSME banking processes and procedures, with experience in manual handling within a digital banking environment.
• Possess prior experience and exposure in processing of business loan applications, will be an added advantage & preferred.
• Excellent organisational and time management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
• Good communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
• Knowledge of regulatory requirements and compliance standards governing MSME banking operations.