Job Description - Team Lead, Operations, Account Services, Consumer Banking (Merchant Services) (2100007 P)Business Function Group 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 Group 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. Responsibilities: Process Management Ensure services provided are accomplished within specified standards of service quality and turnaround time. Manage cost effectiveness in terms of cost per transaction and ensure direct cost adherence to budget and seek improvement on continuous reduction on unit cost per transaction. Ensure MIS and operation reports are delivered timely and accurately. 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 operational risk. Review operation manual, operation handbook / SOP and ensure manual is updated with changes in products, process and guidelines over time. Manage working relationships with Consumer Banking and other service partners / vendor to ensure a seamless process flow for services provided. Compliance & Risk Management Participate in new consumer product development by assessing operational / regulatory issues, evaluating computer system feasibility / enhancement needs and allocation of resources to meet the Bank’s marketing and sales strategy. Recommend and implement appropriate actions in response to legal, regulatory and related developments which impact consumer products and services provided. Promote the staff awareness on regulatory and compliance requirements and internal control standards. Ensure periodic risk based self-assessment and exception / non-compliance issues are truly reflected in respective management reports and monitor the rectification properly and timely. Project Management Work with business unit, technology team / regional team to roll out new products, improve and optimize on the use of the Bank’s various systems / database to maximize productivity. Provide feedback to management and service partners on services and processes that are affected by changes in the business environment and provide feedback and comment on new products and services. Team Management Promote staff morale and team culture and build up an efficient, knowledgeable and professional operation team with proper succession planning. Train back-up staff and manage staff resources among different teams effectively. Provide direction by setting performance targets for staff and monitor actual performance against targets. Requirements: Degree holder or above with at least 10-years’ experience in managing consumer banking operations. Proven experience in various functions including operations quality management, consumer banking operations, acquiring merchant services, operations and services re-engineering. Knowledge of consumer product features particularly the industrial practices, operation issues related to deposit, investment and self-services channel products. Ability to improve processes, coordinate multiple tasks and strong teamwork. Proficiency in Microsoft Office. Good command of written and spoken English and Chinese. Proficiency in Putonghua an advantage. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. We regret only shortlisted candidates will be notified.
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