Assistant Manager, Onboarding, Servicing and Card Operations
About Mox
Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.
Why Mox
Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.
Mox rewards you with an array of banking and lifestyle benefits.
Who are we looking for?
Reporting Lead, Onboarding, Servicing and Card Operations, this position is responsible for leading a team with the size of 6-10, from onboarding to day-to-day account maintenance. Unlike the conventional setup with a sizable team, the backend operations of Mox Bank is designed with most repetitive processes are highly automated and for the processes which requires manual intervention, the process designed ensures seamless and hassle free for the customers.
Responsibilities
- Understand and support the e2e customer journey of deposit & credit account opening, debit & credit card account servicing and work out the scenarios which requires human support. That includes (but not limit to) CDD and KYC review on individual customers for onboarding, TU data maintenance, transaction disputes, charge back, settlement and reconciliations with Card Associations.
- Work closely with the Product Team and respective Squad Team to review the whole customer journeys, from onboarding to closure, identify the friction and potential breakages & exceptions, design the process to improve the operation efficiency and customer experiences.
- Establish and ensure adherence to departmental guidelines as well as compliance of Regulatory requirement and Bank’s policy. Maintain the operations procedure manual and keep it to-up-date.
- Familiar with control testing such as CST/KCI/RCSA with strong sense of operational risk awareness.
- Timely escalate to team leader in case of any irregularity is identified.
- Monitor the service providers of the outsourced activities e.g. card production.
- Prepare reports for management review on capacity and ensure the team to adhere to agreed SLA.
Requirements
- At least 5-year experiences in the banking industry with exposure in operations team is a must.
- Ability to manage 3rd party service providers.
- Strong business sense, willing to stand and work with ambiguity, able to cope with the fast-changing work environment and ad hoc requests.
- Proven and solid people management skills, enjoys working with the team.
- Subject-matter expertise, but willing to listen and try new ideas.
- Ability to work with diverse cultures
To be eligible for internal referrals at Mox Bank, you must be referred by a full time permanent employee of Mox Bank.