Process Management - MGR

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

Benefits offered by this job

Competitive base salary

Holistic benefits

Community initiatives

Professional development

Wellbeing & growth

Job summary

OCBC Malaysia is hiring a Payment Investigation Officer to provide first point of contact support, respond to queries, and investigate payment messages with high accuracy.

You will monitor SLA adherence, support UAT/projects, and collaborate with internal teams to resolve queries and complaints in a time-sensitive environment. Minimum 2-3 years in banking is required. You will contribute to process improvements and ensure timely resolution of issues to protect service quality and customer trust.

Qualifications

• Minimum 2–3 years of experience in banking or financial services.
• Strong written and spoken communication and coordination skills.
• High attention to detail with ability to manage risk and work under pressure.

Responsibilities

• Provide first point of contact support to ensure all queries from both internal and external clients are responded to in a timely and professional manner.
• Investigate payments messages that have issues within the payment process and ensure all investigations are monitored, followed up and resolved.
• Process and perform verification for investigation cases with high accuracy and with minimal supervision.
• Support the timely and accurate completion of business processes and procedures according to SLA requirements.
• Ensure quick action/resolution in managing internal and external customers’ queries, feedback, and complaints.
• Monitor system availability and escalate promptly to management whenever required and manage situations so that payment service timelines are not impacted.
• Participate in UAT/Projects as and when required.
• Minimum 2-3 years of experience in banking industry or financial institution, preferably with remittance relevant experiences.

Skills

Communication skills

Coordination

Time management

Attention to detail

Risk awareness

Working under pressure

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. 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.

Payment Investigation Officer Roles and Responsibilities

• Provide first point of contact support to ensure all queries from both internal and external clients are responded to in a timely and professional manner.
• Investigate payments messages that have issues within the payment process and ensure all investigation are monitored, follow up and resolved.
• Process and perform verification for investigation cases with high accuracy and with minimal supervision.
• Support the timely and accurate completion of business processes and procedures according to Service Level Agreement (SLA) requirements.
• To ensure quick action/resolution in managing both internal and external customers’ queries, feedback, and complaints.
• To monitor system availability & escal ate promptly to management whenever required and to manage situation such that payment service timelines are not impacted.
• To participate in UAT/Projects as and when required.
• Minimum 2-3 years of experience in banking industry or financial institution, preferably with remittance relevant experiences.
• Risk awareness and attention to details/ meticulous and strong follow-up skills.
• Highly driven and able to work under pressure in a time sensitive environment.
• Time management and ability to prioritize effectively based on the risk/time criticality of the tasks required.
• Possesses good oral/written/ communication and co-ordination skills; and able to interact well with team members and business units/bankers/customers.

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.

Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. 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.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.