Assistant Manager / Senior Officer, Quality and Operation Control

Job Purpose:

• To ensure all 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/compliance reporting and monitoring of respective Direct Channels Department section.

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
• 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:

• Post-secondary education with at least 5 years’ relevant experience, preferably in banking, telemarketing or customer services related area
• Familiar with banking products & 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

* Candidates with less experience will be considered as Senior Officer, Quality and Operation Control