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