User Support Unit, Card Operations- Deputy Manager

Summary
Ensure the tasks in the User Support Section are managed and resolved as per SLA and completed within the stipulated time frame.

Key Highlight on the responsibilities:-

1. Project Management
2. System & User Support
3. Policy & Compliance

Duties and Responsibilities
1. Production Support - ensure it is checked, rectified and delivered, especially on parameters settings, Cards issues, MIS Support and Complaints/Logs Handling.
2. UAT on Projects are well conducted and done/signed off.
3. Enhancements to Productions are tracked, tested and delivered.
4. SRE is tracked, tested and delivered.

5. Project Management

a. Assist business users with new system enhancement or requests
b. Project coordination and supervise vendors to timely completion of projects within budget, and complete project deliverable
c. Liaise with IT/vendors on the business requirements, analysis and queries as well as Paynet, VISA & MasterCard Compliance
d. Perform system impact analysis based on user news requirements
e. Providing consultation to SME businesses on daily operational and process-related issues, system support and maintenance

6. System & User Support

a. Provide system and post-implementation support
b. Perform first-level analytical work to troubleshoot problems escalated by business
c. Provide training to business users
d. Work with IT / Vendor to provide fast fixes and update business promptly

7. Policy & Compliance

a. Ensure the project document is in place
b. Ensure projects pass the audit

8. Ensure adherence and compliance to all internal policies/internal guidelines and external regulatory requirements
9. Any other duties/assignments as and when directed by the superior as per business requirements from time to time