Banking Operations Team Lead - Cards Operations

Get To Know Our GX Bank Team

GX Bank Berhad - the Grab-led Digital Bank - is 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 address the financial struggles of Malaysians and businesses.

Get To Know The Role

What will you do?

• Be our subject expert in our Card Operation
• Collaborate with product, customer experience and business to create a robust operation process that delight our customers where it matters most.
• Use advanced data analytics to explore operations issues/opportunities, uncover insights and/or identify targeted areas for efficiency improvement and risk mitigation.
• Ensure day-to-day operations comply with the regulatory and internal requirements.
• Leverage technology to drive a high degree of digitalisation and scalability.
• Analyse potential pitfalls across the process cycle for product launches and system roll out, which may impact operations effectiveness.
• Drive higher degree of effectiveness of control measures. Use big data analysis to discover patterns and potential hot spots
• Drive iterative process improvements and work closely with cross functional teams to close the process risk gaps.
  
  

Card Management Operations

• Lead, mentor, and manage a team of Card Management, Settlement, Reconcilition, Card Scheme Dispute/chargeback, User Acceptance Test
• Represent Cards Operations for engagement with external Service Provider and internal support on BAU operations.
• Set team performance goals, monitor progress and provide regular feedback to the team members.
• Foster a collaborative and high-performance team environment.
• Be our subject expert in cards management & settlement/reconciliation operations– ie Mastercard, Paynet, Idemia & Citylink
• Oversee the end-to-end client card operational process, ensuring compliance with regulatory requirements and bank policies.
• Manage the daily card operations, including processing transactions, handling exceptions and resolving card issues.
• Ensure all cards operations comply with internal policies and external regulations.
• Continuously evaluate and improve card processes for efficiency and accuracy.
  
  

Card Dispute /Chargeback

• Monitor and attend to incoming dispute / chargeback received from Mastercard or Paynet.
• Ensure incoming dispute raised by the card scheme being attend and respond within the SLA.
• Review and analyst dispute raised by customer through Customer Experience team via system. Confirm and proceed to service provider for chargeback issuance (if eligible for chargeback)
• To monitor chargeback status from time-to-time and update Customer Experience.
  
  

Card Transaction Reconciliation & Settlement

• Monitor daily MasterCard & Paynet settlement received as per standard scheduled by the card scheme.
• Monitor & ensure settlement was auto-created in the system as per scheduled and attended by the Payment Operations.
• To escalate on any delay in processing to the team lead and ensure action taken to resolve the issue.
• Monitor Daily Card Reconciliation case auto-created in the system as per scheduled.
• Check & confirm parent case created with sufficient files ingested & child case match the Unrecon item (if any).
• Maker/Checker to the child case item by reconfirming transaction status before proceeding with credit/debit remarks.
• To escalate/liase with service providers for clarification/confiramtion required on the Ureconciliaiton item.
  
  

Card Stock Management

• Monitor blank card & stationery inventory balance/maintenance in the systems. To escalate to the teamlead for threshold limit reach.
• To attend to query or confirmation required from the Card Service provider on embossing, delivery & return card status.
  
  

Project Management & User Acceptance Test (UAT)

• Identifying, analyzing, and implementing process improvements
• To attend to Cards related UAT as per timeline set
• Ensure UAT Test Script updated correctly and review by the team lead
  
  

Compliance And Risk Management

• Ensure all cards related processes adhere to GXB and other external requirements.
• Identify and mitigate operational risks within the team’s processes.
• Conduct regular audits and reviews to maintain compliance standards.
• Analyze current processes and identify areas for improvement.
• Implement best practices and innovative solutions to streamline operations.
• Monitor industry trends and adapt processes to stay ahead of the curve.
  
  

Reporting And Documentation

• Verify and ensure regulatory report submit as per scheduled.
• Prepare regular reports on team performance.
• Maintain accurate records and documentation for all client interactions and transactions.
• Present findings and recommendations to senior management.
  
  

The Must-Haves

• Leadership and mentoring skills.
• Passionate about solving problems – possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and proposed changes to the operation process.
• Minimum of 5 years of experience in Debit Card, MasterCard & Paynet operations, journey mapping and process optimization
• Strong foundation in design thinking and human centric methodologies
• A thorough understanding of the latest process enhancement strategies and experience applying them
• A sharp eye for identifying weak points in processes and workflow structures.
• A strategic and analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights
• Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation
• Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment
• Confidence in your abilities to lead organizational change.