Senior Manager, System & Operations Support - SRF-261005-07046

AmBank Group; Petaling Jaya; On-site; MYR 110,000 - 170,000; Full time

Job summary

AmBank Group in Malaysia seeks a System Support & Operations professional to ensure efficient card systems, production, and distribution processes. You will coordinate system enhancements, incident resolution, UAT, vendor management, and operational controls to support Issuing & Acquiring requirements.

Collaborating with business, IT, and external vendors, you will ensure service delivery, regulatory compliance, and continuity while delivering excellent customer service and incident response.

Qualifications

• Bachelor's degree in a related discipline is required.
• 5–8 years of relevant experience in card operations or banking/financial services.
• Experience in vendor management, UAT execution, and operational support.
• Lean Six Sigma exposure is advantageous.

Responsibilities

• System Support & Operational Control: ensure adherence to procedures and regulatory requirements.
• Incident Management & User Support: coordinate production issue resolution and UAT activities.
• Card Operations Support: manage card issuance, delivery, returns, redirections and destructions.
• Inventory & Logistics Management: monitor card stock levels and coordinate replenishment.

Skills

Card operations

System testing

Vendor management

UAT coordination

Audit support

Analytical thinking

Regulatory compliance

Education

Bachelor's degree in Business/IT/Finance

Job description

Support and manage the Systems & Operations Support function to ensure efficient operation of card systems, card production, distribution processes, and related support activities. The role is responsible for coordinating system enhancements, incident resolution, user acceptance testing (UAT), vendor management, and operational controls to support Issuing & Acquiring business requirements.

The incumbent will work closely with business, IT, and external vendors to ensure service delivery standards, compliance requirements, and operational objectives are met while maintaining business continuity and customer service excellence.

1. System Support & Operational Control

• Ensure compliance with operational procedures, regulatory requirements, and card-related policies.
• Monitor system support activities and implement controls to minimize operational risks.
• Support audits, regulatory reviews, and compliance-related activities.

2. Incident Management & User Support

• Coordinate resolution of production issues and system incidents with IT and relevant stakeholders.
• Gather and review business requirements for system enhancements and process improvements.
• Manage and execute UAT activities to ensure successful implementation of system changes.
• Monitor vendor performance to ensure timely and accurate delivery of statement processing and card production services.
• Coordinate with card personalization and outsourced vendors on operational issues and service improvements.
• Ensure service level agreements (SLAs) are met.

4. Card Operations Support

• Administer and monitor operational activities related to card issuance, delivery, returns, redirections and destructions.
• Review and approve manual processing requests in accordance with established procedures and controls.
• Ensure smooth day-to-day card operations and customer service delivery.

5. Inventory & Logistics Management

• Monitor card stock inventory levels and coordinate replenishment with vendors.
• Support logistics and distribution activities to ensure uninterrupted card issuance and delivery.
• Maintain inventory records and reporting requirements.

Qualifications

• Bachelor's Degree in Business, Information Technology, Finance, or related discipline.
• Minimum 5-8 years relevant experience in card operations, system support, banking operations, or financial services.
• Experience in vendor management, UAT execution, and operational support environments.
• Lean Six Sigma exposure would be an added advantage.

Core Competencies & Skills

• Technical & Operational Leadership
  • Good understanding of card operations, card systems, and support processes.
  • Experience in system testing, UAT coordination, and production support.
  • Strong analytical and problem-solving skills.
  • Knowledge of banking regulations, card scheme requirements, and operational risk controls.
  • Experience supporting audit and compliance reviews.
• Leadership & Stakeholder Management
  • Ability to coordinate effectively with business users, IT teams, and external vendors.
  • Good communication and stakeholder management skills.
  • Experience supervising and developing team members.
• Strategic Planning & Execution
  • Strong organizational skills with ability to manage multiple priorities.
  • Detail-oriented with focus on operational efficiency and service quality.