Job Description

The Manager, Merchant Payment Support will be responsible for all merchant payments related to merchant transaction, payments and terminal for reversal/refund, manual settlement and reconciliation. The role reports to the Head, Card Operations. Key Responsibilities: Manage the team in processing and completing the day-to-day operations as well as develop and enhance processes for merchant payment case management. Build a close working relationship with key shareholders across business units, compliance, risk operation and merchant helpdesk to assist ensure timely and accurate resolution of issues or cases and comply with bank regulation and compliance. Drive analysis to detect trends / root cause of issues and develop remedial actions with relevant stakeholders. Support the continued development and refinement of Payments & Merchants standard operating procedure (SOP) and metrics to drive continuous process and SLA improvements. Support cross function within the team in Card and Merchant Operation. Comply with bank policy, regulation and BNM guidelines as necessary.
Hong Leong Bank (\xe2\x80\x9cHLB\xe2\x80\x9d) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB\xe2\x80\x99s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB\xe2\x80\x99s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.
Bachelor\'s or Equivalent