Participant Management

General:

• Assist to project manage the onboarding of Participants into services within the agreed SLA which includes:
• Execute the project kick-off meetings with Participants
• Execute regular/periodical project meeting with Participants
• Provide regular update on the onboarding progress for Participants within portfolios
• Document repository for all onboarding stages;
• Monitor any conditional approvals after a Participant goes live on a service.
• Perform all other project management related tasks i.e. planning, implementation, monitoring and reporting of progress, risks and issues.
• Engage with internal and external stakeholders (e.g. Commercial, Product, QA Onboarding, Partner, Always On etc.)
• Engage with Risk team as the first level assessor for Attestation of Compliance (AoC) for new participants i.e. Registered Merchant Acquirer and Approved Issuer and full audit program for Independent ATM Deployer and Entity Regulated by Competent Regulatory Authority.
• Propose process improvement for operational efficiency towards achieving the target SLA and business plan
• Represent or support the PM Onboarding for any external or internal meetings, within the portfolio or as assigned
• Develop and maintain internal SOP/Guideline or workflow related to specific job functions
• Monitor deliverables and maintain progress of the PM Onboarding team
• Manage and provide support to the team in responding to Participants and internal stakeholders to resolve issues or concerns in a timely manner
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks or participating in professional organizations
• Manage and assist with other ad-hoc projects as assigned

Project Management on the Implementation of New Services

• Assist with project timeline using related project management tools i.e. MS Project, MS Excel, Confluence etc. in ensuring meeting the project implementation date
• Assist in ensuring project deliverables e.g. documentations, implementation plan etc. are prepared/delivered in timely manner
• Assist in the preparation of timeline, milestone, user requirement to meet the new projects/assignments

FUNCTIONAL COMPETENCIES

Product and Market Knowledge

• Possess adequate understanding of the industry trends and relevant guidelines based on operational experiences; interprets information on industry landscape and regulatory guidelines to identify opportunities related to PayNet services
• Possess adequate understanding of organisation's products (e.g. design, architecture) based on moderate operational working experiences; comprehends product structure and applications to identify potential improvement areas
• Propose improvements in products and processes and develops corresponding action plans based on changes in industry framework and guidelines

Customer Relationship Management

• Possess understanding of customers' organization (e.g. emerging industry development) based on extensive interactions with different customers; articulates key developments of customers' organization and shares relevant information with team
• Implement on improvements on customer-related processes (e.g. service SLAs) ·
• Maintain customer relationships (e.g. support, advisory and guidance, query handling) and identify potential business opportunities (e.g. initiatives to expand market reach)
• Anticipate difficult customer situations and handles them accordingly

Stakeholder Management

• Possess adequate understanding of relevant stakeholders decision-making process (e.g. approval levels) based on operational execution experience; understands decision-making process within internal stakeholder groups (e.g. SOPs) to collaborate effectively with stakeholders
• Articulate stakeholder's key expectations through experience (e.g. working styles, personality nuances); guides others to meet stakeholders' expectations
• Monitor stakeholders' requests to ensure effective resolution of issues or completion of tasks

Process Compliance & Improvement

• Possess comprehensive understanding of PayNet services’ operational processes (and workarounds) based on moderate operational execution experience; guides others on resolving process-related issues
• Identify and initiate improvement processes within the department that requires re-engineering to improve output and productivity while ensuring the new processes are well documented
• Create mechanisms (e.g. service queries process flow) to ensure processes are complied in accordance to the applicable standards (e.g. timelines, quality)
• Create mechanisms (e.g. culture, environment, processes) for the team to constantly review processes to improve operational efficiency

Analytics and Reporting

• Perform assessment on applicant for due diligence process to qualify applicant for onboarding as Participant into PayNet services
• Monitor the performance Participants onboarding journey through periodical as per the agreed SLA
• Prepare and draft relevant reports to the Management, Board of Directors and Participants on periodical basis
• Possess knowledge of relevant data sources and systems
• Analyse data to identify potential trends and issues
• Propose recommendations and takes necessary actions (e.g. process improvements) to address organisational challenges (e.g. in order to achieve the agreed SLA.

Minimum Qualifications

• Minimum Degree in Business, Finance, Banking, IT or in any related field
• At least 5 years’ working experience in financial, banking or payment services industry. Experience in card and retail operations and its related business is an added advantage
• Strong interpersonal and communications skill (both verbal and written) in English, Bahasa Malaysia and other languages
• Experience in project management is an advantage

Additional Requirements

• Strong computer literacy skills – Microsoft Word, Excel, Powerpoint, Confluence etc.
• Able to handle the stress of managing multiple participants at different stages of onboarding i.e. Due Diligence, Testing, Implementation.
• Demonstrate leadership competencies such as teamwork, creative problem-solving, flexibility, results-driven, interpersonal skills, negotiation
• Ability to attend and handle stakeholders in a pleasant, positive, and professional manner
• Ability to prioritize, organize and co-ordinate with minimum supervision
• Ability to deal with emergency situations in a calm, efficient and prompt manner
• Energetic and independent person with excellent organizational skills
• Punctual and reliable, with good time management skills
• Effective communication skills

Job Type: Full-time

Pay: Up to RM11,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Commission pay
• Performance bonus

Application Question(s):

• Top 3 preferred coding language?

Work Location: In person