This role is responsible for overall technical support and Data analytics to KBZPay Operations Function run the operation smoothly. Timely managing all IT, Tech support, conduct UAT and report related task in close coordination with the related parties. Identify and assess new KBZPay Ops reporting requirements and supporting technologies. Responsible for leading, developing and managing a team which supports KBZPay Ops budgeting and strategic planning activities. Creates and maintains user acceptance test/business scenarios for projects simultaneously. Will identify defects, research and decipher scope of issue determine severity of issue. Liaise with the Program Test Manager to assist in the development of the project test plans. Execute, coordinate and assist to monitor the execution of all aspects of UAT testing according to the agreed test plan. Check and monitor Technical erros and issues relating with App & Portals (UAT) and provide first level resolution. Provide technical support to team members regarding portal issues, network issues and all the related tech side issues. Monitor and highlight critical trigger or complaints from live monitoring system. Collaborate and work with IT team, Network Team and internal functional team partners to determine suitable solutions to escalated issues product and service gaps. Share Monthly/weekly reports/Presentation to show overall performance of the product support. Able to work in flexible working environment.
Responsible for managing and overseeing the performance of the centers within a specific geographic area. Their main goal is to ensure the achievement of sales targets, customer satisfaction, and operational efficiency & effectively. This role is also responsible for talent management too. Sales Development: Support sales strategies to achieve territory sales targets. Support center performance, providing guidance and support to improve sales outcomes. Support new business opportunities and work with center Incharge to develop action plans. Support to drive centers’ performance on all products and services. Conduct regular center visits to support and motivate center sales teams. Customer Relationship Management: Ensure center deliver high-quality customer service and maintain strong customer relationships. Address and resolve customer complaints and issues promptly. Monitor customer feedback and implement improvements to enhance customer satisfaction. Operational Efficiency: Ensure all canters within the territory comply with banking/center regulations, policies, and procedures. Monitor and support center operations to ensure efficiency and effectiveness. Conduct regular audits and inspections to ensure compliance and identify areas for improvement. Team Leadership and Development: Provide leadership, coaching, and support to center Incharge and staff. Identify training needs and coordinate professional development opportunities for center staff. Reporting and Analysis: Prepare and present regular reports on center performance, sales achievements, operational metrics and administration reports to Regional Incharge. Others Management: Provide administration supports for the operation department. Support daily checks and data entries for Cash-in/out reports including cash allocation from all of the centers. Support to Regional Incharge for any approval related to operation costs and issues. Monthly check up for fuel expense cost of the center and reports to Regional Manager. Handle repair/damage device for all of the KBZPay Center. Handle MOM for Weekly Meeting with All Center IC and Meeting with Super-Agent.
Job Purpose: The Customer Care Officer (JA) is responsible for delivering exceptional customer service and support to clients by addressing inquiries, resolving issues, and providing accurate information about company products and services. This role requires a customer-first mindset, excellent communication skills, and the ability to effectively handle complaints or difficult situations. Provide professional customer support by responding to inquiries and assisting with KBZPay services. Handle customer issues and complaints promptly, escalating complex cases to senior staff when required. Support customer transactions including KYC updates, cash-in/cash-out, and payment services. Assist with administrative tasks and maintain accurate customer and operational records. Communicate clearly and maintain a positive, customer-focused attitude at all times. Working Days, Hours and contract tpye : Work from Monday to Friday; Saturdays, Sundays, and public holidays are non-working days Adhere to official working hours from 10:00 a.m. to 4:00 p.m Employment will be on a one-year contract basis
The Regional In-Charge (RI) is the principal authority and strategic owner of all KBZ Pay Centers within the assigned region. The role is accountable for end-to-end regional performance, operational excellence, service quality, risk governance, and people leadership , while driving productivity, transformation initiatives, and sustainable growth in alignment with KBZ Pay Center Business Unit objectives. The RI acts as the primary governance and decision-making lead at regional level and represents the region in engagements with senior management and Head Office. Regional Ownership & Business Performance Leadership Own overall regional performance covering SLA, service quality, productivity, customer experience, and compliance. Ensure uninterrupted operations and consistent service standards across all KBZPay Centers in the region. Translate BU strategy into executable regional plans and measurable outcomes. Drive efficiency, cost discipline, and value creation across regional operations. Leadership & People Governance (TM / TO / IC / 2IC / CCO) Lead and performance-manage Territory Managers, ensuring accountability and execution discipline. Set performance expectations and governance standards for all operational roles within the region. Review leadership bench strength, succession readiness, and people development plans. Take decisive action on persistent underperformance, misconduct, or operational instability. Productivity, Transformation & Initiative Leadership Champion regional productivity initiatives , process optimization, and operational transformation. Sponsor and govern pilots, new service rollouts, and center expansion initiatives. Promote standardization, best practices, and innovation across centers. Drive regional team challenges, campaigns, and performance uplift programs aligned with BU targets. Risk, Compliance & Control Authority Act as the final escalation and approval authority for high-risk, sensitive, or critical regional issues. Ensure strict adherence to SOPs, regulatory requirements, audit standards, and internal controls. Oversee corrective action plans and ensure closure of audit findings and risk issues. Maintain strong coordination with Legal, Compliance, Risk, Tech, and other control functions. Stakeholder Management & Regional Representation Represent the KBZ Pay Center Business Unit at regional forums and with internal stakeholders. Coordinate with Branch Operations, Business Units, Finance, HR, L&D, and Technology teams. Provide strategic insights, risk visibility, and performance updates to senior management. Act as the escalation bridge between centers, territory leadership, and Head Office. Governance, Reporting & Decision Enablement Review, challenge, and endorse regional performance reports before submission. Ensure accuracy, integrity, and timeliness of regional data and KPIs. Provide actionable insights, recommendations, and forward-looking plans to management. Support incentive validation, budgeting, and resource planning processes.
The Verification Specialist is a member of the KYC department responsible for opening, amending, reviewing and approve/reject new/old customer digital Acquisition according to established policies and procedures. The Verification Specialist should also review customer’s transactions to detect and report either proposed or completed unusual transactions leading to operational risk. Meet daily KYC verification, productivity. Meet Quality score. Set clear team goals. Always have positive mindset and contribute to teams’ overall performance. Ensure accuracy of KYC field validation, KYC edits, upgrade – downgrade, approve, rejection, freezing etc., Follow all regulatory guidelines and internal SOP for verification process. Raise alarm if there is any common problem faced due to recent changes in product flow which impacts customers. Ensure task are completed on time as per instructions given by team leaders and process guideline. Have regular performance check with team leader and exchange improvement ideas. Follow HR guideline, code of conduct and other operational policies.
Job Purpose: The Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Operational Management Oversee and manage the daily operations of the mobile center, ensuring efficiency in all processes. Ensure that all company policies and procedures are followed. Maintain high standards of cleanliness and organization within the center. Customer Service Provide excellent customer service by addressing customer inquiries, resolving issues, and handling complaints promptly and professionally. Train and coach staff to offer top-tier service to customers. Monitor and improve customer satisfaction levels through proactive engagement. Staff Supervision & Development Supervise and manage the performance of all mobile center staff. Schedule shifts and assign tasks, ensuring appropriate staffing levels at all times. Conduct training sessions for staff to enhance their knowledge, skills, and service quality Perform regular performance reviews and provide feedback for improvement. Inventory & Stock Management Ensure adequate stock levels of products and services offered at the mobile center. Coordinate with suppliers and the inventory team to maintain the timely availability of products. Perform regular stock checks and audits, ensuring proper documentation and control. Sales & Revenue Management Monitor sales performance and identify areas for improvement. Work with marketing and sales teams to implement strategies to increase sales and meet revenue targets. Handle cash management, including daily sales reconciliation and deposits. Reporting & Analytics Prepare and submit regular reports on operational performance, sales, and customer feedback to the management team. Analyze data to identify trends, areas for improvement, and opportunities for growth. Other Responsibilities: Center In-charge is not permitted to take two consecutive days off within a week. Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Establish and maintain business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Collaborate with the KBPay Center Business Unit to implement the Customer Loyalty Program by compiling a list of the customers who receive the most service at the center and Special Service / Corporate Service (more to be discussed). Collaborate with the Business Development Team to carry out Communication and Corporate Function processes to improve the image of the center and to carry out further activities. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Plan and prepare duty rosters for staff members in center on 25th of every month for following month. For urgent and emergency matters, communication must be done through phone conversation and report back to regional manager details later in email.
The role is responsible to lead overall Data analytics team & management reporting for Customer service and Service OPs of the KBZPay Operation team.The role is responsible to lead overall Data analytics team & management reporting for Customer service and Service OPs of the KBZPay Operation team. Responsible for providing business analysis identifying key business drivers and root cause analysis which includes scenario-based modelling. Logical & scientific data reading for valuable output to make changes in service, system, product, program etc. Responsible for leading, developing and managing a team which supports KYC reporting budgeting and strategic planning activities. Plan, direct and lead activities, ensuring reporting are aligned with the strategic direction of the business. Identify and assess new KBZPay Operation reporting requirements and supporting technologies. Develop and oversee a schedule for report generation, timely distribution. Collaborate with other groups to establish a coordinated reporting effort Manage the verification of report results, validate report data and manage user acceptance testing Leverage and enhance the reporting capabilities of existing systems. Manage end-user reporting tools and develop additional tools as needed. Ensure hourly performance management and raise alarm for spike in KYC volume or performance miss. Forecast planning for KYC and VOC analysis for other Business Unit/ Functions. Monitor and highlight critical trigger or complaints from live monitoring system.
Job Purpose: The 2 nd Center-in-Charge, as well as the Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Center Management: Oversee the daily operations of the center, ensuring all activities are carried out efficiently and effectively. Monitor and ensure that service standards are maintained at all times. Maintain a high level of customer satisfaction by addressing customer needs and concerns promptly. Operational Efficiency: Ensure that the center’s resources are utilized efficiently to meet organizational objectives. Monitor and report key performance indicators (KPIs) such as customer flow, service times, and productivity. Identify opportunities for process improvements and implement best practices. Compliance & Reporting: Ensure that the center adheres to all of the policies, regulations, and legal requirements. Maintain accurate records and prepare necessary reports on the center’s performance. Ensure the timely submission of all operational reports and updates to Operation Management. Customer Relations: Handle customer inquiries and resolve any issues or complaints in a professional and timely manner. Foster a customer-centric environment within the center. Conduct regular feedback sessions with customers to improve service delivery. Financial Management: Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Other Responsibilities: Establish business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Monitor and handle fixed assets at the center and prepare the damage facility reports. Conduct check, recheck and counter checks on all KYC update forms signed by 2IC. Lead and take responsibilities to drive centers’ performance on all products and services.
The Center Incharge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Operational Management Oversee and manage the daily operations of the mobile center, ensuring efficiency in all processes. Ensure that all company policies and procedures are followed. Maintain high standards of cleanliness and organization within the center. Customer Service Provide excellent customer service by addressing customer inquiries, resolving issues, and handling complaints promptly and professionally. Train and coach staff to offer top-tier service to customers. Monitor and improve customer satisfaction levels through proactive engagement. Staff Supervision & Development Supervise and manage the performance of all mobile center staff. Schedule shifts and assign tasks, ensuring appropriate staffing levels at all times. Conduct training sessions for staff to enhance their knowledge, skills, and service quality.Perform regular performance reviews and provide feedback for improvement. Inventory & Stock Management Ensure adequate stock levels of products and services offered at the mobile center. Coordinate with suppliers and the inventory team to maintain the timely availability of products. Perform regular stock checks and audits, ensuring proper documentation and control. Sales & Revenue Management Monitor sales performance and identify areas for improvement. Work with marketing and sales teams to implement strategies to increase sales and meet revenue targets. Handle cash management, including daily sales reconciliation and deposits. Reporting & Analytics Prepare and submit regular reports on operational performance, sales, and customer feedback to the management team. Analyze data to identify trends, areas for improvement, and opportunities for growth. Other Responsibilities: Center In-charge is not permitted to take two consecutive days off within a week. Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Establish and maintain business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Collaborate with the KBPay Center Business Unit to implement the Customer Loyalty Program by compiling a list of the customers who receive the most service at the center and Special Service / Corporate Service (more to be discussed). Collaborate with the Business Development Team to carry out Communication and Corporate Function processes to improve the image of the center and to carry out further activities. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Plan and prepare duty rosters for staff members in center on 25th of every month for following month. For urgent and emergency matters, communication must be done through phone conversation and report back to regional manager details later in email.