Manager, Quality and Operation Control (Loan and SME)

Job Purpose:

• Support overall quality control for loan and SME sales processes at branch, set out effective quality control framework and monitoring mechanism to ensure frontline is complied with the regulations and standard set by the Bank and regulator.
• Acts as an account manager for quality control team to support operation risk/compliance reporting between Direct Channels and Branch.

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 
• Conduct regular visit to branch and outreach site for health checking on daily operation process 
• Handle 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 5 years’ relevant experience, preferably in banking, telemarketing or customer services related area
• Familiar with banking products, loans products and SME & 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