Payment Operations - Investigation

OCBC company; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning and professional development opportunities

Job summary

A leading financial services provider in Kuala Lumpur is seeking a strategic leader for their Payment Operations - Investigation team. The ideal candidate will possess a Bachelor’s degree and over 5 years of relevant experience in payments investigation, with demonstrated leadership capabilities. Responsibilities include enhancing operational effectiveness, managing oversight and compliance, and fostering stakeholder relationships. This role offers a competitive salary and comprehensive benefits, supporting your professional growth and wellbeing.

Qualifications

• Minimum 5-7 years of experience in remittance operations and payments investigation.
• At least 2 years in a leadership role.
• Experience with payment investigation tools and reporting.
• Excellent stakeholder management and communication skills.
• Experience with payment investigation tools, data analytics, and reporting platforms.

Responsibilities

• Provide visionary leadership to the payment investigation team.
• Ensure robust governance frameworks for payment investigations.
• Build and maintain relationships with internal and external stakeholders.
• Define, monitor, and manage service level agreements for the team.
• Collaborate on system enhancements to improve workflows.
• Collaborate on system enhancements to improve workflows and automation.
• Prepare regular/ad-hoc reports on metrics, trends, and risk assessments.
• Lead process improvements to reduce manual work and enhance efficiency.
• Coordinate audits and remediate findings; stay updated on regulatory changes.
• Resolve payment-related customer issues with a service-oriented approach.

Skills

Leadership

Stakeholder management

Analytical skills

Problem-solving

Communication

Payment investigation tools

Education

Bachelor’s degree in Banking & Finance, Business Administration, Accounting

Bachelor’s degree in Business Administration

Bachelor’s degree in Accounting

Tools

Payment investigation tools

Data analytics

Reporting platforms

Job description

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This exclusion clause shall take effect to the fullest extent permitted by law.You further consent to Oversea-Chinese Banking Corporation Limited, its related corporations (collectively, the "OCBC Group"), and their respective business partners and agents (collectively, the “OCBC Representatives”) collecting, using and disclosing your personal data for purposes reasonably required by the OCBC Group and the OCBC Representatives to enable them to process your employment application and assess your suitability for the position which you are applying for. Such purposes are set out in a Data Protection Policy, which is accessible at www.ocbc.com/policies or available on request and which you confirm you have read and understood.Payment Operations - Investigation page is loaded## Payment Operations - Investigationremote type: Onsitelocations: OCBC Malaysia, Menara GE2time type: Full timeposted on: Posted Todayjob requisition id: JR00005356# **WHO WE ARE:** Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.Your Opportunity Starts Here.# ey Responsibilities**Strategic Leadership*** Provide visionary leadership to the payment investigation team, aligning team goals with organizational objectives.* Develop and implement strategic initiatives to enhance payment investigation processes and operational effectiveness.* Mentor and develop team members to build a high-performing and motivated workforce.**Oversight & Governance*** Ensure robust governance frameworks are in place for payment investigations, including adherence to policies, procedures, and regulatory standards.* Monitor compliance with internal controls and external regulatory requirements.* Oversee the management of exceptions and escalations to mitigate operational and reputational risks.**Stakeholder Management & Collaboration*** Build and maintain strong relationships with internal stakeholders such as Compliance, Risk, IT and Customer Service team.* Liaise with external partners including banks, payment networks, and regulatory bodies to facilitate issue resolution and compliance.* Act as a senior escalation point for complex payment investigation matters.**SLA & Performance Management*** Define, monitor, and manage service level agreements (SLAs) and key performance indicators (KPIs) for the payment investigation team.* Analyze team performance data and implement corrective actions to meet or exceed SLA targets.* Drive accountability and continuous improvement through performance reviews and feedback.**System & Technology Strategy*** Collaborate with IT and transformation team to design and implement system enhancements that improve investigation workflows and automation.* Ensure effective system monitoring and timely escalation of technical issues impacting payment processing.**Reporting & Risk Analysis*** Oversee the preparation of regular and ad-hoc reports on payment investigation metrics, trends, and risk assessments for senior management.* Analyze investigation data to identify systemic issues and emerging risks.* Provide actionable insights to support risk mitigation and strategic decision-making.**Process Improvement & Innovation*** Lead initiatives to streamline payment investigation processes, reduce manual interventions, and enhance operational efficiency.* Foster a culture of innovation by encouraging the adoption of best practices and new technologies.* Implement change management strategies to support process improvements.**Audit & Regulatory Compliance*** Coordinate with internal and external auditors to support audit activities related to payment investigations.* Ensure timely remediation of audit findings and compliance gaps.* Stay abreast of regulatory changes affecting payment operations and update policies and procedures accordingly.**Customer Service & Issue Resolution*** Ensure prompt and effective resolution of payment-related customer issues and complaints.* Maintain a customer-centric approach while balancing operational and compliance requirements.# **Qualifications*** Bachelor’s degree in Banking & Finance, Business Administration, Accounting, or a related field or relevant advanced degree preferred.* Minimum 5-7 years of experience in remittance operations, payments investigation and processing, with at least 2 years in a leadership role.* Proven ability to lead teams, manage SLAs, and drive operational excellence.* Excellent stakeholder management and communication skills.* Experience with payment investigation tools, data analytics, and reporting platforms.* Strong problem-solving, analytical, and decision-making capabilities.Ability to manage multiple priorities in a fast-paced environment.# # **What we offer:**Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.