Senior Executive, Operations Administration

JOB DESCRIPTION

1.

JOB TITLE

Senior Executive, Operations Administration

GRADE: I

2.

NAME

3.

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

Assistant Vice President, Operations Administration

or

Assigned Supervisor whichever applicable as indicated in reporting line matrix or as instructed in the transition

Daily operational matters such as approvals & work directions given from time to time.

3.2

REPORTS INDIRECTLY TO

Assistant Vice President, Operations & Service Support

Daily operational matters such as approvals & work directions given from time to time.

3.3

DIRECT REPORTS

NIL

NIL

3.4

INDIRECT REPORTS

NIL

NIL

4

JOB PURPOSE

To support collections and recoveries activities with daily operations by managing daily requests to ensure customer needs are effectively met and accurate information and assistance are provided while maintaining the bank’s good reputation.

5

KEY RESPONSIBIITIES

• Provide operational and administrative assistance to ensure smooth daily operations to support

collections and recoveries strategic planning.

• Process internal requests for system updates and posting transactions to ensure records remain

current, complete and reliable to support decision making, operational monitoring and reporting accuracy.

• Review data for errors, correct any discrepancies and check output for accurate capturing.
• To facilitate requests on issuance of official letters, notices and reminders to customers in

accordance with established template, timeline and Bank’s standard.

• Build and maintain collaborative relationships with internal stakeholders to ensure seamless

coordination and efficient issue resolution and timely delivery service.

• Support management in preparing reports, summaries and documentation required for monitoring,

and reviews.

• Assist in identifying and implementing process improvement and automation initiatives to enhance

operational efficiency, strengthen internal controls and improve service quality.

6.

KEY RELATIONS

Working Relations

Regular Contacts

(INTERNAL & EXTERNAL)

Nature of Purpose

Internal

• Collections
• System maintenance & posting of entries
• Branches
• System Support
• Group Payment
• GIT
• To close/paid off account
• Daily GL balances
• Bill payment update
• System issue

External

• Vendors/Suppliers
• 3rd Party System Vendor
• LHDN
• Bill payment
• Arrange for system enhancements
• Stamping Offer Letter

7.

CONTRIBUTES TO

• Maintain efficient operational support for collections and recoveries processes to improve recovery rates, reduce delinquency and enhance portfolio quality.
• Precision and timeliness system updates and reporting activities provide management with reliable data for performance monitoring, cost management and informed decision making.
• Supports automation initiatives and continuous improvement projects to increase efficiency, reduce manual errors, adherence to regulatory and audit requirement and enhance overall service quality.

8.

AUTHORITIES

• To update, maintain and validate system record as per access rights granted by the management.
• To coordinate with relevant departments on routine administrative and operational matters.
• To maintain custody of department records including correspondence and all posting requests in compliance with the bank’s record management.
• To raise general vouchers and initiate posting requests as per the approved instructions.

Skills

9

EXPERIENCE/KNOWLEDGE REQUIRED

• Proficient in Microsoft office (Word, Excel, Outlook) and other related banking applications.
• Working skills using Microsoft Power Automate, power BI or other automation/reporting tools for process improvement will be highly advantageous.
• High level accuracy in document preparation, data entry and financial processing.
• Excellent written and verbal communication skills.

Knowledge

• Sound understanding of banking operational especially collections and recovery processes.
• Understanding of document formatting, approval routing and record archiving procedures.
• Awareness of data confidentiality, document handling and record management procedure.
• Familiarity of service level expectations for turnaround time, accuracy and communication clarity.

##

Experience

• 2 to 3 years’ working experience in service and operational support, administrative coordination, preferably in a banking or financial institution.
• Exposure in managing payment requests and handling credit card and loan system update.
• Hands-on experience in issuing letters, notices and reminders, ensuring adherence to documentation standards.

10.

SCOPE MEASURES

• Operational volume and service request turnaround time.
• Accuracy and data integrity of document and system entries.
• Compliance with data integrity and security that are governed by internal control policies
• Process improvement initiative and active participation in digital transformation efforts.

11.

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD