Associate Director, Account Lifecycle Management

A leading digital payments organisation in Kuala Lumpur is seeking an Associate Director, Account Lifecycle Management to provide strategic oversight and hands-on governance across the entire account lifecycle for both individual users and business partners. This role offers you the opportunity to shape the operational backbone of one of Malaysia’s most widely used financial platforms, ensuring regulatory compliance, risk mitigation, and service delivery excellence at scale.

What you'll do:

• Oversee the full account lifecycle for individual users and business partners from onboarding through verification (eKYC/eKYB), active management, ongoing monitoring, suspension, termination, and exit processes.
• Provide strategic direction for account management policies and operating frameworks to ensure consistent governance across all user and business segments.
• Design, implement, and maintain robust governance frameworks, SOPs, and control standards aligned with regulatory requirements such as BNM regulations, AML/CFT laws, data protection statutes, and internal risk policies.
• Establish and nurture cross-functional relationships with Risk, Compliance, Legal, Technology teams as well as external business partners to coordinate account lifecycle activities and resolve complex cases efficiently.
• Define performance metrics and KPIs for account management; report regularly to senior management on lifecycle performance trends, emerging risks, and opportunities for improvement.
• Ensure compliant handling of dormant accounts, unclaimed monies, residual balances, settlements post-termination obligations; govern data retention and purging according to regulatory mandates.
• Serve as the senior escalation point for complex or high-impact account matters including disputed accounts, fraud-related terminations, regulatory inquiries or business partner disputes.
• Drive operational transformation initiatives such as system enhancements or process reengineering to improve efficiency and elevate service quality for all account holders.
• Own end-to-end onboarding execution for both individual users (eKYC) and merchants/business partners (eKYB), maintaining standardised workflows based on risk segmentation and approval gates.
• Execute account management processes in strict compliance with relevant regulations; manage escalations related to risks or control breaches; support audits and regulatory reviews.

What you bring:

• Bachelor’s Degree in Business Administration, Finance, Banking, Risk Management, Operations Management or Information Systems—or equivalent qualifications with strong operational experience.
• Professional certifications or training in AML/CFT Compliance Risk Management Process Excellence Lean Six Sigma or Project Management are highly advantageous.
• Minimum 5–6 years’ relevant experience in Account Management Operations Management Financial Services Operations or similar roles within regulated environments such as fintech lending payments insurance telesales or logistics operations.
• Proven track record managing end-to-end account lifecycle operations including onboarding (eKYC/eKYB) due diligence monitoring termination post-termination handling.
• Demonstrated hands-on leadership experience managing operational teams accountable for quality turnaround time compliance control effectiveness.
• Experience supporting/coordinating internal/external audits regulatory reviews control assessments within high-volume environments is preferred.
• Solid understanding of account management principles operations control requirements covering both individual users & business entities; familiarity with eKYC/eKYB AML/CFT data retention audit trail requirements regulatory compliance.
• Advanced proficiency in Microsoft Excel & good working knowledge of MS Office; ability to analyse data draw conclusions execute corrective actions effectively.
• People-oriented approach comfortable working across functional areas organisational levels remote/distributed teams; adept at driving change sharing insights influencing stakeholders constructively.
• Adaptable resilient flexible attitude suited for fast-evolving operating environments; high level of ownership accountability initiative.

What sets this company apart:

This organisation stands out as a leader in digital payments technology trusted by millions across Malaysia every day. The company’s commitment to building solutions that simplify financial transactions is matched by its dedication to creating an inclusive workplace where collaboration knowledge sharing & professional growth are actively encouraged. Employees benefit from flexible working opportunities exposure to impactful projects & supportive leadership focused on nurturing talent at every level. The culture here rewards dependability accountability & constructive teamwork—making it an ideal environment for those who value communal achievement over individual competition. With access to ongoing training opportunities generous pension contributions & a networked team structure you’ll find ample room for personal development alongside meaningful work that shapes the future of digital finance.

What's next:

If you’re ready to make a lasting impact on Malaysia’s digital payments landscape while advancing your career in a collaborative environment apply now!

Apply today by clicking on the link below or contact Aaron Low at Aaron.Low@robertwalters.com.my or +603 2303 7070

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C