全职 MDM - AD, Customer Lifecycle Operations - Support 工作, 薪水, Robert Walters Federal Territory 公司招聘中 - Ricebowl

A leading digital payments provider in Kuala Lumpur is seeking an Associate Director for Customer Lifecycle Operations & Support. This pivotal role offers you the opportunity to shape the experience of millions of users and business partners by overseeing end-to-end account management, regulatory compliance, risk controls, and service delivery quality.

Associate Director, Customer Lifecycle Operations & Support

Kuala Lumpur, Malaysia

You will be joining a forward-thinking organisation that values curiosity, practical solutions, and constructive collaboration. If you thrive in an environment where impact matters more than titles and where your ideas are valued, this is an excellent opportunity to make a meaningful contribution while advancing your career.

Key Highlights

• Take ownership of end-to-end account lifecycle management for both individual users and merchants, ensuring regulatory compliance and operational excellence across all touchpoints.

• Lead operational administrative support functions, including audit coordination, business continuity planning, and cross-functional project execution.

• Enjoy flexible working arrangements, comprehensive medical coverage, additional family-care leave, lifestyle allowances, and various employee wellbeing initiatives.
  
  

What You'll Do

As the Associate Director, Customer Lifecycle Operations & Support, you will oversee the complete lifecycle of user and merchant accounts, from onboarding and verification through to account maintenance, monitoring, and post-termination obligations. You will play a critical role in ensuring operational efficiency, regulatory compliance, and service excellence across all account management processes.

You will also provide operational leadership across administrative support functions, governance activities, audit coordination, and business continuity planning while collaborating with key stakeholders across the organisation.

Key Responsibilities

• Oversee the complete account lifecycle for users and merchants, including onboarding, verification (eKYC/eKYB), account maintenance, monitoring, suspension, termination, exit processes, and post-termination obligations.

• Ensure compliant management of dormant accounts, unclaimed monies, residual balances, settlements, and data retention requirements.

• Govern account lifecycle activities to ensure processes remain controlled, traceable, auditable, and consistently executed.

• Lead end-to-end onboarding processes for both individual users and merchants through standardised workflows, risk segmentation, and approval controls.

• Drive onboarding quality and operational efficiency by reducing manual intervention, error rates, and false rejections while maintaining service level agreements.

• Ensure compliance with regulatory requirements, AML/CFT obligations, data protection standards, and internal governance frameworks.

• Act as the first-line owner for operational risks relating to fraud indicators, sanctions alerts, and customer due diligence processes.

• Manage escalations, investigations, remediation activities, and issue resolution while ensuring timely closure of findings.

• Support internal and external audits, regulatory reviews, and compliance assessments through accurate documentation and effective stakeholder management.

• Provide operational administrative oversight, including reporting, record maintenance, reconciliations, memorandum preparation, agenda management, and meeting documentation.

• Coordinate outsourced and contract staff administration, including attendance monitoring and operational support activities.

• Support business continuity planning (BCP), governance initiatives, protocol documentation, and division-wide operational projects.

• Lead and develop operational teams, driving accountability, execution discipline, and service quality standards.
  
  

What You Bring

To succeed in this role, you will bring strong operational leadership experience gained within regulated environments such as financial services, fintech, payments, lending, insurance, customer operations, or other high-volume service industries.

You will possess a strong understanding of customer lifecycle management, operational controls, compliance requirements, and service delivery excellence, supported by a proven ability to lead teams and drive process improvements.

Requirements

• Bachelor's Degree in Business Administration, Finance, Banking, Risk Management, Operations Management, Information Systems, or a related discipline.

• Professional certifications in AML/CFT, Risk Management, Lean Six Sigma, Project Management, or Process Excellence would be advantageous.

• Minimum 5-6 years of relevant experience in Account Management, Operations Management, Financial Services Operations, Customer Operations, or related fields.

• Proven experience managing end-to-end account lifecycle processes, including onboarding (eKYC/eKYB), due diligence, monitoring, maintenance, and post-termination activities.

• Demonstrated leadership experience managing operational teams, coaching staff, and delivering results in fast-paced environments.

• Exposure to lending operations, underwriting, insurance operations, customer service, telesales, logistics operations, or other regulated operational environments would be highly advantageous.

• Experience supporting audits, regulatory reviews, control assessments, and compliance-related initiatives.

• Strong stakeholder management skills with the ability to collaborate effectively across Risk, Compliance, Legal, Finance, Technology, and external partners.

• Proven track record in process improvement, operational transformation, and service optimisation initiatives.

• Advanced proficiency in Microsoft Excel and strong working knowledge of Microsoft Office applications.

• Strong analytical, problem-solving, organisational, and communication skills with exceptional attention to detail.

• A proactive, adaptable, and collaborative leadership style with the ability to influence stakeholders across multiple functions.
  
  

What Sets This Company Apart

This organisation is recognised as one of Malaysia's leading digital payment providers, serving millions of users and merchants nationwide. The culture is built around collaboration, innovation, accountability, and continuous improvement, where employees are empowered to contribute ideas and drive meaningful change.

Employees benefit from flexible working arrangements, comprehensive healthcare coverage for themselves and their dependants, wellbeing initiatives, lifestyle allowances, family-care leave, and ongoing professional development opportunities.

The organisation places a strong emphasis on teamwork, learning, and career growth, creating an environment where talented professionals can thrive while making a meaningful impact on the future of digital financial services.

What's Next

If you are ready to take on a leadership role within a growing and dynamic digital financial services environment, we encourage you to apply.

Apply today by clicking on the link provided.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C