Payments Investigations Lead, SLA & Compliance

OCBC; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

OCBC Malaysia is seeking an experienced professional to serve as a liaison between internal teams and external clients, handling complex queries and driving investigations on payment issues. You will coordinate multiple stakeholders, provide updates, and ensure timely resolutions while maintaining data integrity and compliance.

The role emphasizes strong analytical and communication skills, with responsibilities spanning escalation management, SLA adherence, and participation in user acceptance

Qualifications

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

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

Analytical skills

Problem-solving

Decision-making

Communication skills

Interpersonal skills

MS Office

Payment systems knowledge

Regulatory knowledge

Time management

Education

Bachelor’s degree in Banking & Finance

Tools

MS Office

Payment investigation systems

Job description

OCBC Malaysia is seeking an experienced professional to serve as a liaison between internal teams and external clients, handling complex queries and driving investigations on payment issues. You will coordinate multiple stakeholders, provide updates, and ensure timely resolutions while maintaining data integrity and compliance.

The role emphasizes strong analytical and communication skills, with responsibilities spanning escalation management, SLA adherence, and participation in user acceptance