Manager, Payment Support Centre

This role is responsible for the timely and accurate processing of customer instructions and banking operations transactions, ensuring compliance with regulatory requirements, operational controls, and service standards. He/She will partner with Relationship Managers, Business Units, and internal stakeholders to resolve enquiries, exceptions, escalations, and outstanding cases while delivering excellent customer service.

Job Purpose:

• Responsible for the accurate and timely processing of customer instructions and operational transactions for Business Units such as Global Banking (GB), Mid-Corp and branches customers.
• Ensure all policies, procedures, controls and regulatory requirements are adhered to.
• Manage customer instructions, enquiries, exceptions and escalations within the agreed service standards.
• Ensure issues, complaints, exceptions and operational risks are escalated and reported on a timely basis.
• Support process improvements, system enhancements and operational projects to improve efficiency and service delivery.

Job Description:

• Manage and process customer instructions received from BUs.
• Liaise closely with Relationship Managers (RMs), Business Units and internal stakeholders to facilitate timely execution of customer requests.
• Monitor and follow up on pending instructions, outstanding cases and service issues to ensure timely resolution.
• Review and ensure operational controls, reconciliations and regulatory requirements are complied with.
• Support implementation of new products, system enhancements and operational change initiatives.
• Prepare management reports, operational statistics and service updates.
• Keen interest in leveraging technology, automation, coding, data analytics, or AI to improve operational efficiency and customer experience

Job Requirements:

• Minimum tertiary education in Banking, Finance, Business or Accountancy or with 5 years of banking operations experience.
• Strong knowledge of MAS 626 and other AML related regulations, and operational risk and controls.
• Good stakeholder management and communication skills.
• Strong analytical, problem-solving and decision-making abilities.
• Meticulous, accurate and able to work under pressure.
• Leadership capability to guide and support the team when required.