Job Description

Get to know our Digital Bank Team: GX Bank Berhad - the Grab-led Digital Bank - is the the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that addresses the financial struggles of Malaysians and businesses. Get to know the Role: We are looking for an Ops Agent Lead. He/she will be responsible for managing the team handling the day-to-day processes related to onboarding/account management/payments/loans/cards. Duties and Responsibilities: Provide oversight of the team in day-to-day operational activities in onboarding/account management/payments/loans/cards processes Provide coaching for the team Ensure all assigned cases are processed in accordance to operational manual and standard operating procedures and within established SLAs. Ensure processes are performed in compliance with the Bank\'s standards and regulatory requirements Collaborate with SG Last Mile team and any other relevant teams to review new, existing or potential operational problems, complaints and queries and ensure they are resolved promptly and satisfactorily. Regularly identify pain points and review operational insights of the process and work closely with SG Last Mile to recommend/drive enhancements where possible Ensure all errors/incidents are appropriately escalated and documented. Any other ad hoc duties as assigned The Must-Haves: Diploma or university degree At least 4 years of relevant banking experience in onboarding/account management/payments/loans/cards At least 1 year of relevant experience in managing a team Able to work independently and in a team Hardworking, self-driven, highly motivated and meticulous individual Possess good leadership with excellent communication, analytical, and problem solving skills Being agile and able to work in a fast-changing environment, while possessing a positive attitude and can-do spirit Able to perform shift work including weekends and public holidays when required

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