Payment Investigation Lead - AM

OCBC; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning & development opportunities

Wellbeing program

Job summary

OCBC is seeking a capable Payments Investigation & Operational Quality professional in Malaysia to coordinate complex inquiries, lead investigations on payment issues, and ensure timely, accurate resolutions. You will manage relationships with internal teams and external clients, uphold SLAs, and drive process improvements while supporting system monitoring and project UAT activities.

You will review outcomes for accuracy, supervise junior staff, and contribute to a secure, compliant payment

Qualifications

• Bachelor’s degree in Banking & finance, Business Administration, or related field.
• 2–3 years of experience in payment processing/remittance operations, preferably with remittance exposure.
• Strong understanding of payment systems, transaction flows, and regulatory requirements.
• Proven experience managing SLAs and driving process improvements.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficient in payment investigation systems and MS Office.
• Strong communication and interpersonal skills with ability to manage multiple stakeholders.
• Ability to work under pressure and manage multiple priorities.
• Time management and prioritization based on risk/time criticality.

Responsibilities

• Serve as a key liaison between internal departments and external clients for complex queries.
• Coordinate and collaborate with multiple stakeholders to ensure smooth investigation progress.
• Provide regular updates and manage expectations.
• Lead thorough investigations on complex payment issues including OFAC-related scenarios.
• Monitor and ensure all cases are resolved efficiently and within timelines.
• Identify root causes and recommend corrective actions.
• Review and verify investigation outcomes to ensure accuracy and compliance.
• Supervise junior staff to maintain data integrity and documentation standards.
• Oversee adherence to SLA requirements across the team.
• Identify bottlenecks and implement corrective measures to meet or exceed SLA targets.
• Analyse performance metrics and implement improvements.
• Handle escalated customer complaints and provide clear resolutions.
• Maintain ownership of complex cases until resolution.
• Ensure quality assurance in customer communications.
• Monitor system availability and performance proactively.
• Escalate critical issues to senior management and coordinate resolution efforts.
• Develop contingency plans to minimize service disruption.
• Participate actively in UAT for system enhancements and process changes.
• Provide feedback and lead implementation of new initiatives.
• Facilitate training sessions for team members during project rollouts.

Skills

Stakeholder management

Payment investigations

Regulatory knowledge

SLAs management

Analytical skills

MS Office

Communication skills

Prioritization

Data integrity

Education

Bachelor’s degree in Banking & finance, Business Administration, or related field

Tools

MS Office

Payment investigation systems

Job description

OCBC is seeking a capable Payments Investigation & Operational Quality professional in Malaysia to coordinate complex inquiries, lead investigations on payment issues, and ensure timely, accurate resolutions. You will manage relationships with internal teams and external clients, uphold SLAs, and drive process improvements while supporting system monitoring and project UAT activities.

You will review outcomes for accuracy, supervise junior staff, and contribute to a secure, compliant payment