Mortgage Operations, Consultant

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

Job summary

AIA is seeking a senior leader to head the Redemption & Custodian Unit in Kuala Lumpur. You will oversee redemption, discharge, custody and records management, ensuring accuracy, governance and regulatory compliance while guiding team development and transformation initiatives.

The role emphasizes efficient operations, stakeholder engagement and timely reporting to support business objectives in a dynamic financial services environment.

Qualifications

• Bachelor’s Degree in Business / Finance / Banking / Economics / Legal or other relevant education.
• At least 10 years of related working experience in Financial Services or credit, audit and compliance.
• At least 5 years in a managerial capacity.
• Conversant with Legal / Statutory / Regulatory policies and guidelines.
• Well-versed in mortgage loan calculations, including interest and instalment calculation and computation, redemption quoting, and loan account reconciliation.
• Proficiency in Microsoft Office software; effective verbal and written communication; strong initiative and results orientation.

Responsibilities

• Lead the Redemption & Custodian Unit ensuring efficient, accurate, and compliant execution of redemption, discharge, custody, and records management activities.
• Oversee day-to-day operations, regulatory reporting, customer service, and stakeholder engagement.
• Drive process improvements, operational excellence, and team development.
• Ensure governance and compliance with regulatory requirements; support digital transformation initiatives.
• Prepare, validate and submit CCRIS reports within regulatory timelines and manage customer inquiries and complaints.
• Review and enhance SOPs, policies and manuals; oversee audits and issue resolution.

Job description

Build a healthier and more sustainable future for everyone. At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities. Join us to shape what comes next, grow through new experiences and extend your impact across Asia.

About the Role

Lead the Redemption & Custodian Unit in ensuring efficient, accurate, and compliant execution of redemption, discharge, custody, and records management activities. This role oversees day-to-day operations, regulatory reporting, customer service, and stakeholder engagement while driving process improvements, operational excellence, and team development. The incumbent is responsible for maintaining strong governance, ensuring compliance with regulatory requirements, and supporting digital transformation initiatives to enhance service delivery and operational efficiency.

Job Responsibilities

• Team Management
  Supervise the junior staff in Redemption & Custodian Unit.
  Coach, mentor and develop team members.
• Operations & Compliance
  Oversee daily operations and ensure compliance with regulatory and internal requirements.
  Monitor incoming requests and review on tracker to ensure timely processing in accordance with regulatory Turnaround Time (“TAT”) requirements.
  Support audit, compliance reviews and issue resolution.
• Redemption & Discharge Management
  Ensure timely and accurate issuance of redemption statements.
  Oversee loan settlement, discharge and related documentation.
  Ensure service standards and turnaround time are met.
• Custody & Records Management
  Act as Attorney for the Bank in executing loan and policy related documents.
  Ensure proper safeguarding, retention and disposal of loan and security documents.
  Ensure accurate collateral, security and credit file records and data in system.
  Ensure timely monitoring of insurance take up and renewals for landed properties.
• Reporting, CCRIS, Customer Service & Stakeholder Management
  Prepare, validate and submit CCRIS reports accurately and within stipulated regulatory timelines.
  Ensure data integrity and compliance with regulatory requirements relating to CCRIS reporting.
  Manage customer enquiries received through hotline channels and provide timely assistance.
  Handle, investigate and facilitate the resolution of customer complaints within the turnaround time.
  Liaise with customers, solicitors and internal stakeholders.
  Prepare and consolidate operational and management reports.
  Support and assist for timely resolution of customer complaints.
  Undertake ad hoc duties and assignments as assigned by the management.
• Process Improvement & Projects
  Review and improve operational processes and controls.
  Maintain and update SOPs, policies and manuals.
  Participate in system enhancement, digitalization and transformation projects.

Job Requirements

• Bachelor’s Degree in Business / Finance / Banking / Economics / Legal or other relevant education or related experiences.
• Have at least 10 years of related working experience in Financial Services industry or credit, audit and compliance with a minimum of 5 years’ experience at managerial capacity.
• Conversant with Legal / Statutory / Regulatory policies and guidelines.
• Well-versed in mortgage loan calculations, including interest and instalment calculation and computation, redemption quoting, and loan account reconciliation.
• Other skills: Proficiency in Microsoft Office software, effective verbal and written communication skills, strong initiative and result oriented.
• Result driven and effective in managing team and other stakeholders.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like. View our AIA LinkedIn page Bring your difference to AIA