Manager, Quality and Operation Control

Job Purpose:

• To ensure all Business Banking and Direct Channels Department operation processes are fully complied with the regulations and standard set by the Bank and regulator.
• Acts as an account manager and provides support to operation risk and compliance reporting and monitoring of respective Business Banking and Direct Channels Department section.

 Main Responsibilities: 

• Help to prepare operation risk and compliance related report, ensure timely completion of quality control and risk assessment
• Conduct courtesy call or site-visit to Business Banking customer
• Perform onsite surprise check to Business Banking center
• Regular call quality & call monitoring support to ensure the team meeting the quality standard and comply with regulatory compliance
• Handle customer complaints, complaints investigation, analyst complaint case and provide proper feedback to frontline staff
• Provide regular training / coaching to frontline staff on the control perspective
• Compile and review operation flows from time to time
• Comply with internal guideline, legal and regulatory requirements when delivering job duties
• Handle Ad-hoc task assigned by supervising managers

Incumbent Requirements:

• University graduate or above with minimum 8 years of banking experiences in Quality Control; Tertiary education with substantial years of relevant working experiences.
• Familiar with banking products & operations flow
• Capable of working independently with good analytical & logical mind
• Good people management, staff coaching & training skill
• Capable of interacting with business partners, both internal and external
• Detail minded and good team player
• Excellent reading and writing communication in English
• Excellent presentation and communication skill in both English and Chinese