(Senior) Compliance Support Manager - General Accounts Operations

Responsibilities

• Responsible for planning, organizing, directing, coordinating and controlling the clients enquiries and services related operations of the department and ensuring all daily operations and relevant controls are performed and implemented accurately and properly according to the Bank’s standard procedures
• As process owner to oversight and manage GSC (Global Services Center) to ensure services quality, productivity, and performance are meeting bank’s SLA & standard
• Drive and manage operations related projects including process migration, process review and re-engineering, automation and AI adoption to optimize and streamline client enquires and services operations within GAOD (general account operations department) to improve efficiency and clients excellence
• Key processes include ATM operations, Handling of Government Agencies and External Authority Enquiry, bank audit confirmation, Clients’ account lifecycle operations
• Perform regular review to improve the workflow, processes and controls to cope with the environment change and business need
• Provide support services on existing subject matter expert, participate and assist users migration, system migration if any
• Regular review and update of the relevant operational manuals, procedures, SLA, PLA
• Lead the team to carry out migration/training  and implementation tasks according to schedule and within budget in nearshoring center
• Supervise and manage the team (both in HK & GSC) to achieve positive results and meet services quality standards
• Work closely with business, other Operation departments and support units to ensure smooth daily operations, and identify opportunities for improvement
• Collaborate with internal stakeholders and/ or external vendors on project planning and execution
• Ensure the policies and procedures established by the Bank are well implemented in the team with full compliance with the relevant legal and regulatory requirements
• Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity; and
• Adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work

Requirements

• Degree Holder, preferably major in Banking, Economics, Finance, or other relevant qualifications
• Required over 7-10 years’ experience in the banking sector with at least 5 years relevant experiences in client management & services area
• Knowledge of bank account operations support, ATM operations, customer account lifecycle operational processes
• Strong leadership, analytical, planning, organizing, project management, communication and interpersonal skills, able to lead a team to ensure the provision of excellent support services
• Experienced in processes migration implementation to offshore center and oversight offshore teams in BAU
• Strong knowledge on business and operation models of banking, with thorough understanding on the local regulatory environment, policies and practices
• Experienced in process design and re-engineering projects
• A team leader with good communication skills and risk awareness;
• Team manager, manage a team of 3-5 people
• Strong technical knowledge of the Bank’s products, services and systems;
• Excellent problem solving, presentation and negotiation skills
• Result oriented and able to deliver under pressure
• Good command of both spoken and written English and Chinese. 
• Project management experience with process re-engineering/ business analyst expertise with proven deliverables is an advantage 
• Knowledge in data & AI tool and its application to banking is a plus
• Six Sigma/ Agile certification is a plus