Manager, Self-Service Terminal (SST) Dispute & MIS

If you are looking to excel and make a difference, take a closer look at us… Overview The Manager oversees customer dispute management for Self-Service Terminals (SST), Shared ATM Network (SAN), MEPS, and MyDebit transactions while ensuring strict regulatory compliance with BNM and PayNet frameworks. This role drives data-driven insights through advanced MIS analytics, manages risk and control assessments, and leads system enhancement initiatives to optimize SST operational performance. The successful candidate will report to the Head of SST Operations. Key Responsibilities and Accountabilities Functional (job responsibilities) • Ensure full compliance with Bank, BNM, and PayNet regulatory frameworks, coordinating timely regulatory submissions and managing regulatory information requests to resolution. • Serve as the SST Operational Risk Representative (ORR), driving RCSA compilation, governance reviews, vendor/agreements oversight, and policy/SOP updates with GO Ops Risk and Compliance. • Produce periodic and ad-hoc MIS reporting on SST machine performance, volume, expenses, operational productivity, and strategic progress to support management decision-making. • Deliver actionable, data-driven insights across the department using advanced analytics to optimize overall SST operations. • Act as a Liaison between business stakeholders, IT, and vendors on business requirements, project deliverables, and operational solutions. • Drive system enhancement initiatives, resolve production issues, and execute ad-hoc operational projects assigned by management. Jobholder Requirements • Malaysian citizen. Education/Qualification • At least a Bachelor’s Degree in Business, Accounting, or Finance. Experience/Requirements • Minimum of 8 years of working experience in MIS analytics, operational reporting, or dispute/settlement operations within banking, with a proven track record in handling complex numerical data and regulatory reporting. • Good to advanced Excel skills and proficiency in MS Office applications. About Hong Leong Bank We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation. Realise your full potential at Hong Leong Bank by applying now.