Operations Executive

The Key Responsibilities:

Data Input and Accuracy

• Accurately input transaction applications received. Ensure data entered into the system is correct and complete.

Process Management and Document Verification

• Understand and follow each process in the transaction cycle, including Registration, Enrollment, Data Modification, Contribution, Payment, Termination, Transfer, Investment, Claim, Document Management and Enquiries.
• Check documents submitted to ensure they are complete and in compliance with the regulations.

Compliance and Quality Assurance

• Ensure strict adherence to regulations, internal guidelines, standard operating procedures (SOPs) and service level agreements (SLAs).
• Collaborate with relevant team to resolve any discrepancies or issues.

Client Communication and Clarification

• Make outbound calls or send correspondence to clarify any missing or unclear information in submitted applications.
• Provide clear explanations and guidance to clients on how to complete their application.

Issue Investigation and Resolution

• Investigate and analyze applications that have been rejected or failed validation.
• Identify issues and work with relevant teams to resolve them in a timely and efficient manner.

User Acceptance Testing (UAT)

• Participate in User Acceptance Testing (UAT) to validate system functionality and stability.
• Work closely with the development teams to identify defects and ensure proper follow-up.

Inquiry Handling

• Respond to inquiries regarding to transaction issues, application statuses, account balance and other related matters.
• Investigate transaction issues and provide resolutions within the required SLAs.

Document Management

• Index and categorize documents to ensure correct and accurate account information is associated with each application.
• Perform investigations if an account cannot be located or matched during document indexing.

Payment Processing and Matching

• Process payments and ensure they are properly matched with contributions within the required timelines.
• Ensure all payment-related tasks comply with internal standards and regulatory requirements.

We are looking for a team member with:

• A diploma or bachelors degree in finance or a related field, or an equivalent combination of education and experience, is required.
• Strong attention to detail and accuracy in data entry and document verification.
• Willingness to adapt and learn in dynamic and transitional environment.
• Strong organizational, time-management and problem-solving skills to handle multiple tasks and meet deadlines.
• A proactive team player with the ability to work collaboratively.
• Excellent command of spoken and written English and Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking internal or external parties.
• Willingness to work on Malaysia public holidays, following the Hong Kong public holiday schedule.
• 5.5-day work week: Monday to Friday (full day) and Saturdays (half day).
• 100% work in office. Able to work on shift arrangement.