蚂蚁金服Ant International-Channel Onboarding Operational Manager-Malaysia
任职要求
• Have a great sense of responsibility and take ownership for the daily work; • Working knowledge & operational experience of merchant KYC & CDD in payment industry; • Great communication skills with a strong team spirit, not afraid to step out of your comfort zone; • Demonstrable analytical and critical mindset with strong problem-solving skills, excellent attention to detail; • Proactive, organised and highly efficient - able to work independently through periods of high volumes; • Ability to balance commercial drivers and risk management; • Excellent written and verbal communication skills; • High responsiveness, collaboration & team orientated ethics; • Positive, flexible, and keen to continue learning and improving; • Have a natural tendency to be curious and think outside of the box; • Fluent in English and with global working experience is preferred.
工作职责
Responsible for global merchant channel onboarding / registration operations supporting the lines of business: Antom (a leading provider of payment processing services to merchants worldwide via one-stop digital payment solutions) & Alipay+ (a suite of cross-border digital payment and digitalization technology solutions connecting global brands with mobile-savvy consumers worldwide) What you’ll do: • Work closely with stakeholders of Risk Management, Business Development, Account Manager, FI (Financial Institution) business, supporting the merchants’ registration and onboarding operations which is a very key business process before business go-live. Be the first point of contact for every merchant onboarding matter and closely work with various stakeholder teams to resolve any questions or issues from the merchant & business. • Be an internal product advocate, track product processes and contribute to the platform feedback and issues you get back from the merchants and lead the optimization on the operational product and process. • Manage all your daily operational work/projects productively within the agreed SLAs, adhere to the KYB/KYC requirements/guidelines and keep updating the best practices, leading the product and process optimization, driving better and more efficient onboarding experience. • Responsible for cross-functional collaboration with payment channel teams and risk control teams to ensure real-time onboarding requirement synchronization. Key duties include maintaining version-controlled SOP (standard operational process) documentation internally, conducting quality assurance including bi-weekly quality check/mitigation plan & daily case review. • Establish and maintain effective relationships within the all the stakeholders. • Communicate with payment channels via phone, email - where needed - to facilitate to provide a great onboarding experience from operational perspective.
• Manage 2 functions – KYC & Ops team • Oversee customer onboarding and lifecycle management, ensuring seamless end-to-end processes • Perform checker role in the BAU works • Managed the teams’ volume to meet the required SLA and timeline • Develop and maintain standard operating procedures (SOPs) to ensure efficiency and consistencyEnsure timely completion of customer’s transactions/requests, reports and daily reconciliations/settlements • Collaborate with regional teams to streamline customer journeys and operations • Response to customer’s queries and concerns with the aim to achieve first call resolution • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Support regional projects and perform ad-hoc tasks as required • Report to the regional head of delivery channel
Our Risk team plays a critical role in ensuring the compliance and integrity of Ant Group's financial services operations in the UK and EMEA region. We specialize in conducting thorough high risk customer KYC onboarding, Sanctions, PEP (Politically Exposed Persons), and Adverse Media reviews, as well as handling Transaction Monitoring, fraud investigations and Suspicious Activity Information (SAI) filing. As a Financial Crime Analyst, you will be an integral part of our team dedicated to upholding the highest standards of regulatory compliance. What you’ll do: Conduct Comprehensive AML Screening Reviews: • Perform screening reviews, including Sanctions, PEP, and Adverse Media concerns. Sanctions Screening: • Conduct real-time and periodic reviews of customer, vendor, and transactional data to identify any individuals, entities, or countries subject to sanctions. • Maintain a comprehensive understanding of global sanctions lists and regulatory requirements. • Escalate and report potential sanctions violations to the appropriate authorities and internal stakeholders. PEP Screening: • Perform due diligence checks to determine if customers or business partners qualify as Politically Exposed Persons (PEP). • Maintain an up-to-date database of PEP profiles and their associated risk levels. • Collaborate with other departments to assess the potential risks and make recommendations for risk mitigation. Adverse Media Screening: • Monitor news sources, databases, and other relevant information channels to identify any adverse media concerning customers or entities. • Evaluate the relevance and impact of adverse media reports on compliance risk. • Document findings and communicate potential concerns to compliance management. Transaction Monitoring: • Monitor and analyse customer transactions to detect and investigate unusual or suspicious activities in accordance with AML regulations. SAI Filing: • Perform in-depth analysis of customer profiles, transactions, and associated data to identify potential AML risks. • Prepare and submit Suspicious Activity Information (SAI) reports to regulatory authorities when necessary, ensuring accuracy and timeliness. Fraud Detection and Prevention: • Implement and manage fraud detection strategies to identify and mitigate fraudulent activities. • Analyse transaction patterns to detect potential fraud and take corrective actions. • Collaborate with fraud investigation teams to support ongoing investigations and provide necessary AML insights. Customer Onboarding: • Oversee the onboarding process to ensure all new customers comply with AML and KYC (Know Your Customer) requirements. • Conduct thorough Enhanced Due Diligence during customer onboarding to assess potential risks. • Work with the Onboarding team to streamline processes and ensure efficient and compliant customer onboarding experiences. • Communicate with clients via our phone system, other communication systems as part of the clients onboarding.
Possess a keen understanding of campaign objectives, target audiences, execution and promotion channels, manage and coordinate integrated campaigns to achieve diverse business outcomes. 1. Integrated Campaign Strategy & Execution • Manage campaign lifecycle for AWS GCR, from planning to activation, ensuring alignment with business priorities, sales motions, and target industries/audiences. • Design and execute full-funnel, omnichannel campaigns (digital, events, ABM) that drive demand, pipeline growth, and customer adoption of AWS services. • Collaborate with Industry Marketing (IPMM), Product Marketing (PMM), and Segment Marketing to develop campaign messaging, campaign assets and activation plans tailored to buyer personas. • Secure stakeholder alignment, lock budgets, and ensure execution rigor. • Define and drive the delivery of regular reporting of campaign results at each stage of the buyer journey and demand pipeline. Maintain regular measurement of the ROI of campaigns. • Track program results, measure program success, and report metrics to stakeholders and other marketing team member. 2. Cross-Functional Collaboration & Operational Excellence • Serve as the primary liaison between IMC, Digital Channels, Sales, and Partner Teams to ensure seamless campaign execution. • Manage budget allocation, resource scheduling, and creative development for campaigns and flagship events. • Drive post-campaign analysis, reporting on KPIs (MQL/SQL conversion, influenced revenue) and performance insights.
Support overseas regional sales operations by providing comprehensive sales assistance. Assist the Sales team with new client onboarding, including qualification review, account documentation, and risk control system setup; manage assigned client accounts with effective risk management. Coordinate with the Order Management team to expedite order processing, ensure timely supply of frontline sales resources, and support key sales activities by liaising with Product, Marketing, Manufacturing, and other core functions. Manage client payment tracking and sales expense analysis to ensure healthy account turnover for assigned clients. Monitor and analyze operational KPIs to identify issues, provide insights, and assist Sales in developing targeted strategies to achieve business goals.