The role is responsible to ensure all KBZPay Standard operation procedures are followed in sync with regulatory compliance. This role monitors operation process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews processes, eliminate verification errors, improve customer experience and maintain quality score.

Review SOP flow and ensure all steps are followed by ticket handling team.
▪ Review all BRD and SOP amendments and suggest recommendations from quality and risk
prospective.
▪ Audit report to management on operation process compliance and maintain Quality score.
▪ Propose new process amendments/documentation for smooth customer journey.
▪ Prioritise high, medium low risk operational risk aspects and work on mitigation.
▪ Conduct regular internal audit on operational processes from product/process/regulatory
prospective.
▪ Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
▪ Monitor TSO helpdesk and audit their process regularly.
▪ Ensure that SLAs are met consistently and identify core issues when the team fails to meet
SLAs.
▪ Develop, execute, and monitor action plans to improve our operational fraud procedures.
▪ Highlight process failure reasons and plans to eliminate process gaps.
▪ Release process audit Quality score for each operational process and share plans to eliminate
process errors. Publish regular update to management on regulatory compliance.

▪ Help promote and maintain a positive company image.
▪ Review teams timely & share improvement plan.

• Intuitive to customer’s needs

• Strong communication and interpersonal skills and the ability to build and maintain relationships

• Must understand customer relationship management (CRM)

•  Ability to analyse and solve problems quickly

• Must be self-motivated, flexible and able to manage several jobs at one time

•  Proven experience as a Client Relationship Manager

• Experience in sales or customer service is preferred

• At least 3+yr year(s) of working experience in the related field is required for this position

• A background in customer service or Quality, business excellence is a plus

• Experience working in Quality of banking / financial services Audit farms would be an added advantage