Manager, Operational Risk Systems & Analytics –Global Risk Oversight

RBC; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking a dedicated support specialist to assist clients with software inquiries and provide technical support. The ideal candidate will have excellent communication skills, a customer service mindset, and experience with various technical systems, including Excel and Jira. This role will involve troubleshooting issues, monitoring application performance, and collaborating with team members to ensure seamless operations. Full-time employment offers a dynamic work environment focused on client success.

Qualifications

• Excellent communication skills, both written & verbal.
• Customer service mindset.
• Experience working with Excel to manipulate data.
• Extremely detail oriented with the ability to manage and prioritize work.
• Previous technical support experience or customer service experience.
• Team-player with a strong work ethic and a positive attitude.

Responsibilities

• Answer client queries and provide training on common issues.
• Perform Level 1 & Level 2 support.
• Conduct root cause analysis and document findings.
• Monitor scheduled reporting jobs and dashboard updates.
• Log incidents and ensure timely resolutions.
• Provide feedback on processes for improvement.

Skills

1st Line Support

Apache Airflow

Confluence Administration

Customer Service Management

Data Manipulation

Detail-Oriented

Incident Management

JIRA Tool

Root Cause Problem Solving

Technical Support

User Account Management

Tools

Excel

Jira

Confluence

Governance, Risk and Compliance tools (e.g., Archer)

Tableau

Job description

Job Description

This jobholder will bring a combination of a customer service mindset and experience working with technical systems to ensure application users are supported in the applications being used. The following components from the Job Posting outline the major role played by the jobholder:

Position Scope

We are seeking enthusiastic, talented people to act as the first point of contact when our customers have inquiries or encounter issues as they use our software, including the routine monitoring and resolution of automated reporting and dashboarding. You will receive tickets and analyse screenshots and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.

Responsibilities

• Answer client queries and provide basic direction and training on common issues, including user access management
• Perform Level 1 & Level 2 support
• Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team
• Perform monitoring activities, including confirmation of scheduled reporting jobs and dashboard updates
• Logging and timely resolution of incidents with the production application
• Acting as ‘integrator’ to ensure execution activities are seamlessly executed
• Produce daily report highlighting status of the applications across several dimensions
• Triage product queues and prioritize issues according to their severity
• Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
• Support the promotion of changes into the production environment including User Acceptance Testing and Post Implementation Verification
• Participate in project and team meetings; interacting and collaborating with team members
• Supporting Director with the documentation of program insights, identifying opportunities and action plans to maximize productivity and gain efficiency, while protecting the RBC brand.
• Supporting and providing tactical execution of strategic priorities, process improvements and disciplines to achieve best in class in operational risk capabilities.

Must Have

• Excellent communication skills, both written & verbal
• Customer service mindset
• Experience routinely working with and switching between multiple technology systems
• Experience working with Excel to manipulate data
• Extremely detail oriented with the ability to manage and prioritize work
• Previous technical support experience or customer service experience
• Experience working with Jira and Confluence
• Experience working with Governance, Risk and Compliance tools (such as Archer) would be an asset
• Team-player, strong work ethic and a positive attitude
• Able to operate in a fast-paced environment

Job Skills

1st Line Support, Apache Airflow, Confluence Administration, Customer Service Management, Data Manipulation, Detail-Oriented, Incident Management, Incident Response, Issue Management and Remediation (IMR) Process, JIRA Tool, Management Reporting, Production Environment, Root Cause Problem Solving, Tableau (Software), Teamwork, Technical Support, Unix, User Account Management

Additional Job Details

Address

PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYA

City

Putrajaya

Country

Malaysia

Work hours/week

40

Employment Type

Full time

Platform

GROUP RISK MANAGEMENT

Job Type

Regular

Pay Type

Salaried

Posted Date

2025-06-30

Application Deadline

2025-11-30

Note

Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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