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/ operation 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.

• 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

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• 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.