Assigned Supervisor whichever applicable as indicated in reporting line matrix or as instructed in the transition
Daily operational matters such as approvals & work directions given from time to time.
3.2
REPORTS INDIRECTLY TO
Assistant Vice President, Operations & Service Support
Daily operational matters such as approvals & work directions given from time to time.
3.3
DIRECT REPORTS
NIL
NIL
3.4
INDIRECT REPORTS
NIL
NIL
4
JOB PURPOSE
To support collections and recoveries activities with daily operations by managing daily requests to ensure customer needs are effectively met and accurate information and assistance are provided while maintaining the bank’s good reputation.
5
KEY RESPONSIBIITIES
Provide operational and administrative assistance to ensure smooth daily operations to support
collections and recoveries strategic planning.
Process internal requests for system updates and posting transactions to ensure records remain
current, complete and reliable to support decision making, operational monitoring and reporting accuracy.
Review data for errors, correct any discrepancies and check output for accurate capturing.
To facilitate requests on issuance of official letters, notices and reminders to customers in
accordance with established template, timeline and Bank’s standard.
Build and maintain collaborative relationships with internal stakeholders to ensure seamless
coordination and efficient issue resolution and timely delivery service.
Support management in preparing reports, summaries and documentation required for monitoring,
and reviews.
Assist in identifying and implementing process improvement and automation initiatives to enhance
operational efficiency, strengthen internal controls and improve service quality.
6.
KEY RELATIONS
Working Relations
Regular Contacts
(INTERNAL & EXTERNAL)
Nature of Purpose
Internal
Collections
System maintenance & posting of entries
Branches
System Support
Group Payment
GIT
To close/paid off account
Daily GL balances
Bill payment update
System issue
External
Vendors/Suppliers
3rd Party System Vendor
LHDN
Bill payment
Arrange for system enhancements
Stamping Offer Letter
7.
CONTRIBUTES TO
Maintain efficient operational support for collections and recoveries processes to improve recovery rates, reduce delinquency and enhance portfolio quality.
Precision and timeliness system updates and reporting activities provide management with reliable data for performance monitoring, cost management and informed decision making.
Supports automation initiatives and continuous improvement projects to increase efficiency, reduce manual errors, adherence to regulatory and audit requirement and enhance overall service quality.
8.
AUTHORITIES
To update, maintain and validate system record as per access rights granted by the management.
To coordinate with relevant departments on routine administrative and operational matters.
To maintain custody of department records including correspondence and all posting requests in compliance with the bank’s record management.
To raise general vouchers and initiate posting requests as per the approved instructions.
Skills
9
EXPERIENCE/KNOWLEDGE REQUIRED
Proficient in Microsoft office (Word, Excel, Outlook) and other related banking applications.
Working skills using Microsoft Power Automate, power BI or other automation/reporting tools for process improvement will be highly advantageous.
High level accuracy in document preparation, data entry and financial processing.
Excellent written and verbal communication skills.
Knowledge
Sound understanding of banking operational especially collections and recovery processes.
Understanding of document formatting, approval routing and record archiving procedures.
Awareness of data confidentiality, document handling and record management procedure.
Familiarity of service level expectations for turnaround time, accuracy and communication clarity.
Experience
2 to 3 years’ working experience in service and operational support, administrative coordination, preferably in a banking or financial institution.
Exposure in managing payment requests and handling credit card and loan system update.
Hands-on experience in issuing letters, notices and reminders, ensuring adherence to documentation standards.
10.
SCOPE MEASURES
Operational volume and service request turnaround time.
Accuracy and data integrity of document and system entries.
Compliance with data integrity and security that are governed by internal control policies
Process improvement initiative and active participation in digital transformation efforts.
