Senior Officer, Quality & Operation Control

Job Purpose:

• To ensure all the Business Banking and Direct Channels operation processes are fully complied with the regulations and standard set by the Bank and regulator. 
• Provide support to risk/compliance reporting and monitoring of respective sections. 
• Provide operation support on applications processing, handle documentation of Banking & Investment products if necessary.

Main Responsibilities: 

• Regular call quality & call monitoring support to ensure the team meeting the quality standard and complying with regulatory compliance
• Handle complaints investigation, analyst complaint case and provide proper feedback to frontline staff
• Assist the team to provide regular training / coaching to frontline staff on the control perspective
• Assist the team to 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 management team, Quality & Operation Control

Incumbent Requirements:

• Secondary education with 4 years or relevant experience, preferably in banking, telemarketing, customer services related area
• Familiar with banking products & operation flow
• Excellent communication and interpersonal skill
• Capable of working independently, detail minded and good team player
• Passed in IIQE Paper 1 and 2 is perferred
• Good command of written and read in English