Associate Director, Account Management and Support Services

TNG Digital

Kuala Lumpur

On-site

MYR 66,960 - 133,920

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical coverage

Additional leave

Monthly lifestyle allowance via TNG eW

Broadband reimbursement

Job summary

TNG Digital is seeking a seasoned Operations professional to own end‑to‑end user and merchant account lifecycle management, from onboarding to post‑termination activities. You will balance regulatory compliance with operational efficiency, driving onboarding quality and risk controls across the organization.

You will lead a team, coordinate audits, and ensure data retention standards while optimizing processes and cross‑functional collaboration in a fast‑paced fintech environment.

Qualifications

Experience in account management and end‑to‑end account lifecycle operations.
Exposure to AML/CFT, data retention, and regulatory compliance.
Leadership of operational teams with focus on quality, turnaround time, and control effectiveness.

Responsibilities

Own full user and merchant account lifecycle from onboarding to post‑termination.
Ensure compliant handling of dormant accounts, unclaimed monies, and settlements.
Govern data retention and purging in line with regulatory requirements (7‑year post‑termination retention).
Lead risk, compliance, and issue management across operations.

Skills

Leadership

Operations management

Analytical thinking

MS Excel

Regulatory knowledge

Stakeholder management

eKYC/eKYB

Education

Bachelor’s degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or related

Tools

Excel

Job description

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview

Responsible for the end-to-end management and governance of user and merchant account lifecycle operations, ensuring onboarding, verification, monitoring, maintenance, suspension, termination, and post-termination activities are executed efficiently, accurately, and in compliance with regulatory and operational requirements.

The role owns operational controls across individual users and business entities, balancing customer experience, regulatory obligations, risk management, and process efficiency while leading operational teams and driving service excellence.

What You’ll Do

User Lifecycle Ownership

Own and execute the full account lifecycle for users and merchants, including onboarding, verification (eKYC / eKYB), active account management, monitoring, suspension, termination, and exit.
Ensure compliant handling of dormant accounts, unclaimed monies, residual balances, and settlements, including post‑termination obligations.
Govern data retention and purging, ensuring records are retained and disposed of in accordance with regulatory requirements (including 7‑year post‑termination retention where applicable).
Ensure all lifecycle activities are controlled, traceable, auditable, and consistently executed.

Onboarding, Due Diligence & Verification (eKYC / eKYB)

Individual users (eKYC), and
Merchants / business partners (eKYB).
Maintain standardised, risk‑based onboarding workflows covering:
Validation and acceptance criteria
Risk segmentation and escalation rules
Approval gates and control checkpoints.
Drive onboarding quality, SLA adherence, and decision consistency while reducing manual intervention, error rates, and false rejections.

Risk, Compliance & Issue Management

Execute account management processes in compliance with BNM regulations, AML/CFT requirements, data protection laws, and internal policies.
Serve as first‑line execution owner for account‑related risks, fraud indicators, sanctions alerts, and control breaches.
Manage escalations, investigations, and remediation actions, and support internal and external audits and regulatory reviews.

Operations Administrative Support

Provide hands‑on operational administrative management across the Operations Division, supporting multiple operations functions and teams, not limited to Operations Support.
Prepare and maintain division‑level operational reports, records, reconciliations, memoranda, agendas, and meeting minutes, ensuring accuracy, timeliness, and confidentiality.
Coordinate with internal and external auditors on Operations‑wide audits and reviews, including documentation collation, audit walkthroughs, and timely closure of findings.
Oversee administrative aspects of outsourced and contract operational staff across the Operations Division, including coordination with HR, attendance tracking, and monthly payout support.
Support Operations‑wide Business Continuity Planning (BCP) execution, operations‑related projects, and governance processes, including protocol adherence and process flow documentation.
Provide administrative and coordination support for Operations Division initiatives, ad‑hoc requests, and cross‑functional activities as directed.
Lead and manage operational teams, driving execution discipline, quality standards, SLA adherence, and control effectiveness.
Monitor capacity and resourcing needs within assigned functions and escape constraints with recommendations.
Execute ad‑hoc assignments in support of Operations and Account Management priorities or any other assignments by direct superior.

Role Requirements

Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or a related discipline.
Candidates with a Diploma or Advanced Diploma in a relevant field may be considered, provided they demonstrate strong operational and leadership experience.
Professional certifications or training in AML/CFT, Compliance, Risk Management, Process Excellence, Lean, Six Sigma, or Project Management are an added advantage.
Exposure to regulatory‑governed environments such as financial services, fintech, lending, payments or insurance is preferred.
Relevant working experience in Account Management, Operations Management, Financial Services Operations, or related operational roles.
Proven experience managing end‑to‑end account lifecycle operations, including onboarding (eKYC / eKYB), ongoing due diligence, monitoring, termination, and post‑termination handling.
Demonstrated hands‑on leadership experience, managing operational teams with accountability for quality, turnaround time (TAT), compliance, and control effectiveness.
Prior experience supporting or coordinating internal and external audits, regulatory reviews, or control assessments.
Experience working cross‑functionally with Risk, Compliance, Legal, Technology, Finance, and external vendors or partners.
Exposure to process improvement initiatives, operational optimisation, or transformation work is an added advantage.
Experience in recruitment, onboarding, training, coaching, and performance evaluation of operational or service teams is preferred.
Strong understanding of account management and operations control principles, covering both individual users and business entities.
Solid working knowledge of eKYC / eKYB, AML/CFT, data retention, audit trail requirements, and regulatory compliance.
Highly analytical and detail‑oriented, with strong numeracy and problem‑solving skills.
Proven ability to analyse data, draw conclusions, and execute corrective actions, with advanced proficiency in Microsoft Excel and good working knowledge of MS Office.
Strong leadership and organisational abilities, with the capability to supervise teams, train staff, and deliver outcomes under tight deadlines.
A people‑oriented leader, comfortable working across functional areas, organisational levels, and remote or distributed teams.
Able to drive operational change, share insights, and influence stakeholders constructively.
Adaptable, resilient, and flexible in a fast‑paced, evolving operating environment, with a positive and proactive attitude.
High level of ownership, accountability, and ability to take initiative.