Assistant Manager, Quality & Operation Control Post Date 31/12/2024 Division Retail Banking Department/Branch Direct Channels To ensure all DCD 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 DCD section. Main Responsibilities: Help to prepare operation risk/compliance related reports, ensure timely completion of quality control and risk assessment. Regular call quality & call monitoring support to ensure the team meets the quality standard and complies with regulatory compliance. Handle customer complaints, conduct complaints investigations, analyze complaint cases, 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 guidelines, legal and regulatory requirements when delivering job duties. Handle ad-hoc tasks assigned by the Manager, Quality & Operation Control / Senior Manager of respective section. Minimum Requirements: Post-secondary education with at least 5 years’ relevant experience, preferably in banking or telemarketing customer services related areas. Passed IIQE Paper 1 and 2 is preferred. Familiar with banking products & operation flow. Capable of working independently with good analytical & logical thinking. Good people management, staff coaching & training skills. Capable of interacting with business partners, both internal and external. Detail-oriented and a good team player. Excellent reading and writing communication skills in English. Excellent presentation/command skills in both English and Chinese. Please note that only shortlisted candidates will be notified.
#J-18808-Ljbffr