Job Purpose:
To ensure all DCD operation processes are fully complied with the regulations and standard set by the Bank and regulator. Provides support to operation risk/compliance reporting and monitoring of respective Business Banking and Direct Channels sections.
Main Responsibilities:
- Help to prepare operation risk/compliance related report, ensure timely completion of quality control and risk assessment
- 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 Manager, Quality & Operation Control / Senior Manager of respective section
Incumbent Requirements:
- Post-secondary education with at least 3 years relevant experience, preferably in banking, telemarketing customer services related area
- Passed in IIQE Paper 1 and 2 is preferred
- Familiar with banking products & operation 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/ command skill in both English and Chinese