Compliance Assistant Manager / Manager

Raffcomm Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A service operations company in Kuala Lumpur is seeking a dynamic leader to manage the Service Operations Unit. The role includes overseeing digital certification services, ensuring compliance with policies, and developing product strategies for SSL services. Ideal candidates will have strong leadership skills and a track record in service operations. This position offers an exciting opportunity to enhance service delivery and promote awareness of digital certification.

Qualifications

• Proven experience in a leadership role within service operations.
• Strong understanding of digital certification processes and compliance governance.
• Ability to assess market challenges and recommend solutions.

Responsibilities

• Lead and manage the Service Operations Unit for efficient service delivery.
• Develop and review compliance policies and frameworks.
• Lead SSL service product strategies focusing on customer success.

Skills

Leadership

Strategic Planning

Compliance Management

Customer Service

Job description

Lead and manage the Service Operations Unit, providing day-to-day oversight, strategic direction, and operational support to ensure efficient service delivery.

Oversee digital certification services, including processes for certificate application, issuance, renewal, and revocation.

Ensure proper audit trails for authentication and verification, and monitor/report any suspicious or potentially fraudulent activities.

Promote awareness of the purpose and importance of digital certification within the organization and to external audiences.

Key Responsibilities

• Lead and manage the Service Operations Unit, providing day-to-day oversight, strategic direction, and operational support to ensure efficient service delivery.
• Oversee digital certification services, including processes for certificate application, issuance, renewal, and revocation.
• Ensure proper audit trails for authentication and verification, and monitor/report any suspicious or potentially fraudulent activities.
• Promote awareness of the purpose and importance of digital certification within the organization and to external audiences.

Compliance Governance & Policies

• Develop, review, and update compliance policies, SOPs, and frameworks.
• Conduct regular audits, risk assessments, and compliance reviews.
• Recommend corrective actions for identified non-compliance issues and track implementation.

Strategic Development & Leadership

• Contribute to the development and implementation of policies, standards, and methodologies to enhance service quality and operational efficiency.
• Provide training, coaching, and continuous development opportunities for team members to ensure skills remain current and aligned with company goals.
• Manage team performance to meet objectives, ensuring high service standards and compliance with company policies.
• Perform additional duties or tasks as assigned by the superior.

SSL Business Management

• Lead the design and execution of product strategies for SSL services, focusing on customer acquisition, retention, cost efficiency, and timely delivery of high-quality offerings.
• Identify new market opportunities and leverage organizational strengths to support business expansion.
• Assess existing and potential market challenges and recommend innovative solutions to meet evolving customer needs.

Certificate Services & Operations

• Oversee the daily operations, workload management, and performance of teams responsible for certificate services.
• Manage certificate lifecycle activities, including approval, issuance, renewal, and revocation.
• Oversee packaging, delivery, and inventory management of certificate-related materials.
• Maintain strong audit trails to support validation and verification requirements.
• Escalate technical issues to relevant support teams when necessary.
• Manage customer complaints and troubleshoot issues to ensure timely and efficient resolutions.
• Provide guidance to customers on digital certificate services and lifecycle management.
• Prepare weekly operational reports, including service performance, usage, and application monitoring.

Document Control

• Manage document control and records management processes, ensuring accurate cataloging and secure storage of technical documents, reports, and related materials.
• Ensure timely and accurate updates of IT-related documents and confirm distribution to the appropriate personnel.
• Collaborate with managers and project leaders to ensure availability of the latest approved document versions.
• Archive obsolete documents in accordance with company policies.

Other Responsibilities

• Uphold confidentiality, integrity, and security in all tasks.
• Continuously update knowledge of company products and services.
• Support management of client relationships and assigned projects.