蚂蚁金服Ant International-Operational Excellence Manager-Malaysia
任职要求
1. Over 5 years of experience in service support management in the internet/finance industry.
2. Over 3 years of experience in lean process optimization.
3. Over 3 years of experience in managing medium to large-scale projects.
4. Preference for successful LLM AI enterprise-level application experience, or relevant work experience in IT products/technology/research and development
5. Preference for cross-border collaboration experience.
6. Fluent in spoken & written English, Mandarin.
7. Preference for candidates with certifications in 6sigma, lean, or PMP.
8. Preference for candidates with previous experience in enterprise product design, development, technical support, and user experience.
工作职责
1. Analyze and design overall service and business support systems based on customer value and strategic demands, incorporating insights from industry trends, cross-department communication, and organizational assessments. 2. Design end-to-end service and business support solutions from an AI perspective, addressing cognitive and usage barriers for users and operational bottlenecks in support processes. This includes modules for demand identification, feature exploration, tool processes, channel planning, knowledge content, and quality management. 3. Evaluate and deploy support strategies and capabilities for changes in business, including self-service, human support, and deferred service. Provide support solutions for service design and deployment upgrades. 4. Identify customer obstacles and pain points, and develop service solutions adapted from customer view, continuously improving and optimizing solutions to enhance overall customer experience. 5. Collaborate with product and R&D teams in strategy and capability deployment to ensure smooth delivery and timely results with high quality. 6. Accumulate mechanisms and standards for service design and operations to ensure continuity and inheritance.
1. Analyze and design overall service and business support systems based on customer value and strategic demands, incorporating insights from industry trends, cross-department communication, and organizational assessments. 2. Design end-to-end service and business support solutions from an AI perspective, addressing cognitive and usage barriers for users and operational bottlenecks in support processes. This includes modules for demand identification, feature exploration, tool processes, channel planning, knowledge content, and quality management. 3. Evaluate and deploy support strategies and capabilities for changes in business, including self-service, human support, and deferred service. Provide support solutions for service design and deployment upgrades. 4. Identify customer obstacles and pain points, and develop service solutions adapted from customer view, continuously improving and optimizing solutions to enhance overall customer experience. 5. Collaborate with product and R&D teams in strategy and capability deployment to ensure smooth delivery and timely results with high quality. 6. Accumulate mechanisms and standards for service design and operations to ensure continuity and inheritance.
1. CDD/KYC Operations & Compliance - Execute end-to end Customer Due Diligence (CDD) and Know Your Customer (KYC) processes for merchants and clients, ensuring adherence to global AML/CFT regulations (e.g., FATF, local regulatory frameworks). - Conduct customer profile assessments, document verification (e.g., entity certificates, UBO identification), and ongoing periodic review etc. - Maintain audit-ready operational records and process document. 2. Operational Efficiency & Automation - Partner with Risk and LCAP Strategy teams to refine KYC/CDD standard, clear bottlenecks and optimize approval rates through data-driven adjustments. - Collaborate with Product/Tech to implement automation tools (e.g., OCR for document processing, RPA/APA for workflow triggers), reducing manual effort - Train frontline staff on CDD/KYC requirements and escalation protocols. - Implementation of Effectiveness Supervision and Inspection: - Identify, evaluate, and monitor various risks in daily business operations. - Conduct special reviews and inspections based on risk. - Timely feedback to management and business departments. Provide data-supported decision-making suggestions. - Offer effective improvement opinions and suggestions to prevent and reduce operational risks in key business and management areas.
We are seeking an experienced and mature Reporting Senior Manager to lead and manage the team that is responsible for the end-to-end group reporting process. This individual will play a critical role in ensuring timely and accurate consolidated financial reporting, while also providing oversight over legal entity financial controllership, including maintenance of entity structures, intercompany reconciliations, and statutory compliance. The ideal candidate will demonstrate strong technical expertise, proven leadership, and the ability to collaborate effectively across finance, tax, legal, and operational functions to continuously improve processes and support the integrity of group- level financial information. Legal Entity Controllership • Serve as the financial steward of designated legal entities, ensuring proper accounting, reporting, and compliance. • Oversee legal entity maintenance, including new entity set-up, mergers, dissolutions, and reorganizations. • Partner with tax, treasury, and legal teams to ensure appropriate entity-level reporting and compliance with regulatory requirements. • Review balance sheet and income statement at the entity level for accuracy and trend analysis. Process Ownership & Improvement • Champion initiatives to streamline and automate the consolidation process. • Drive standardization and harmonization of reporting practices across entities. • Identify and resolve issues related to data quality, chart of accounts alignment, and system integration. • Provide support for implementation of on-going and new projects such systems simplification, legal organization structure simplification and compliance matters Leadership & Cross-Functional Collaboration • Provide leadership and mentorship to a team of managers, accountants or analysts involved in consolidation and reporting. • Act as the key liaison between local entity finance teams, FP&A, Tax, Treasury, and Corporate Accounting. • Coordinate the monthly, quarterly, and annual close processes, ensuring deliverables are met. • Support internal and external audit processes and respond to audit queries related to consolidation and legal entity reporting.
We are currently seeking a high calibre professional to join our team in Malaysia as KYC Quality Assurance (Senior Specialist). Job Specification This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times. The Senior KYC Specialist is required to utilise knowledge and expertise to manage and execute KYC-related activities, including onboarding, customer outreach, periodic and event trigger reviews, and provide SME support to the rest of the production team to ensure cases are completed in line with regulatory standard and the Bank’s KYC procedures. The successful candidate will join the KYC Operations team in Malaysia, reporting directly into the Operations Manager in Malaysia and KYC Operations lead in Singapore. Core Responsibilities and Accountability • Execute QA strategy • Drive consistent approach to case completions and quality across local and offshore teams • Test the quality of approved KYC records against the Quality Assurance standards, reviewing the reliability and integrity of data collected and challenging the appropriateness of assumptions made where appropriate, and record results in the case management system • Preparation of QA scorecards in accordance with QA scoring matrix at team and individual levels, and monthly QA report for management reporting • Presents results to key stakeholders, tracks and monitors rectifications to the critical defects identified • Anticipate challenges and initiate solutions in the QA testing process • Review and endorse coaching documentation completed by team lead Others • Provide ongoing SME guidance to support the production teams • Identify key issues, risks and trends relating to output quality and perform root cause analysis; make recommendations for addressing identified deficiencies or improvement to operational processes • Deliver policy trainings and refreshers, as required • Provide support for urgent requests, assist the team in completing ad-hoc projects • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations Leadership & Teamwork • Advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent • Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech, Customer Service and Operations teams