Head of Operations and Service Excellence Sg - Singapore - CIMB Group

CIMB Group

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Key Responsibilities

Lead and responsible for the following business functions:

Branch Operation & Service
Call Centre & Digital Sales Enablement
Risk & Governance Team &
Fraud Risk Management
To ensure that the respective customer facing units (a) & (b)adopt a customers ' obsessed culture so that staff will go the extra mile to delight customers. All transactions are to be processed accurately, effectively, and timely according to Bank's polices & procedures, regulatory and compliance guidelines. Call Centre team to effectively solve customers' problems and meet customers' expectations. Digital Sales Enablement team to assist with all non straight through onboarding from corporate website by following up with customers and making it as seamlessly as possible.
Under Risk & Governance, there are 2 subunits namely (i)Sales Governance ('SG') & (ii) Risk & Controll. SG Team is an independent sales audit team responsible for all new requirements and exceptions noted during independent sampling checks on Sales document for Balance Scorecard ('BSC') reporting. For Risk & Control, to engage Risk and Compliance on Risk & Control Self Assessment ('RCSA') & Compliance Self Testing Matrix ('CSTM') matters to ensure effective controls are in place. To oversee all matters relating to Regulators and operational risk management framework and compliance matters are implemented effectively. The team is also responsible in providing appropriate responses to Compliance upon queries from regulators.
To ensure the Fraud Management framework is effectively embedded and communicated within CBGS. Fraud monitoring rules and systems are effective and working as expected.
As appointed Risk & Control Officer ('RCO') as CBGS, to discharge the roles and responsibilities and ensure compliance to all Risk and Compliance matters.

Key Qualifications

Degree
At least 10 years' experience in banking/financial industry
Management experience of 5+ years in a similar work situation
Management Accounting knowledge
Regulatory Knowledge (MAS and Bank Negara Malaysia)

Technical/Functional skills

Knowledge of Consumer Banking business practices and procedures
Support management goals, corporate intent and ensure compliance with Regulations and Risk and Compliance Framework

Personal skills (Soft Competencies [Core/Leadership])

Ability to mutitask and manage internal and external stakeholders eg Regulators, internal & external auditors, Legal & Compliance etc effectively
Strong leadership and excellent interpersonal skills