Assistant Vice President, Specialist, Customer Information Services, Consumer Banking Group Operations

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibility

• To oversee, monitor and control the entire operation process of Customer Information Service Team

• To lead, coach and develop the members to achieve the section’s goals and to complete their responsibilities

• To manage the team’s productivity and efficiency

• To manage working relationships with internal/ external customers and other service partners/ external parties asking for the customer information inquiry services, winding up & bankruptcy, deceased and court order handlings to ensure a seamless process flow for services provided

• To establish end-to-end SLA as far as suitable and ensure services provided are accomplished within specified standards of service quality and turnaround time either specified in internal SLA, industry practice or in court order

• To develop and continuously review, streamline and improve daily operation steps as well as explore digitalization opportunity to increase efficiency and reduce turnaround time with reasonable internal controls and mitigation of operation risk

• To deliver MIS and operation reports timely and accurately

• To participate in new product/business/system initiative development by assessing operations/ regulatory issues, evaluating computer system feasibility/enhancement needs and allocation of resources to meet the Bank’s strategy

• To support in ad-hoc project and assist to conduct user acceptance testing & live verification as well as live verification on various systems enhancements so as to have better customer experience, increase productivity and control effectiveness in daily operations

• To review and minimize operational risk within the team

• To timely escalate issue or incident to supervisor

• To review operation manual and operation handbook to ensure the manual/SOP is updated with changes in products, process, guidelines and policy over time

• To promote the staff awareness on regulatory and compliance requirements and internal control standards and ensure all operations are complied to the statutory and regulatory requirements

• To ensure periodic risk based self-assessment and exception/ non-compliance issues are truly reflected in respective management reports and ensure any outstanding issue as identified is rectified properly and timely

• To review Business Continuity Plan and conduct regular drills to ensure the operations will not be interrupted due to disaster

• Provide support to customers in ad-hoc project, new products and services and test in system enhancement

• To provide feedback and comments on new products and services

• To identify and develop potential staff for talent management, career development and succession planning.

• To promote staff morale and team culture and build up an efficient, knowledgeable and professional back-end operation support team with good succession planning for staff at all ranks

• To provide direction by setting performance targets for staff and monitor actual performance against target

• To maintain self-development to ensure meeting the challenge on change of business and operation environment

Requirement

• University graduate

• Compliance related experience is preferrable

• Basic legal knowledge and banking operation knowledge relating to Company Law; bankruptcy/ winding up procedures; deceased cases and various types of court orders handlings

• Ability to guide individuals and groups towards achieving their goals

• Ability to create a receptive working environment to communicate and possess good interpersonal and communication skills

• Good leadership skills and cross-team collaboration

• Strong risk awareness and react quickly to mitigate risk

• Results oriented and proactive to seek improvement in productivity and operations quality

• Specialized academic qualifications or experience in general banking practice and operations management is an advantage.

• Good knowledge of consumer banking products as well as consumer /commercial laws and related regulatory rules that impact consumer products

• Good command of English & Chinese

• Good PC skills in MS office

...