Provide proper communication through telephone calls with the customers Manage large amount of inbound and especially outbound calls in timely manner Complete daily call target Keep record of customer interactions, recording customers’ comments and complaints Update existing customer information in the system Follow up customer calls as required Produce daily call reports to submit to management Monitor calls quality and develop plan to make the improvements if necessary Maintain high customer service in timely and efficient manner
Identify operational risks and control gaps across branch networks and recommend practical mitigation actions. Maintain and update the company’s Operational Risk Register and track Key Risk Indicators (KRIs) on a regular basis. Review branch operations, loan processing, and dormant client accounts to prevent policy violations and operational losses. Work closely with the IT and Credit teams to ensure necessary risk control features are integrated into the CA App and core systems. Prepare routine risk management reports and Power BI dashboards for Senior Management and Board visibility. Follow up on internal/external audit findings and assist in preparing for regulatory inspections. Review operational procedures across departments to ensure alignment with changing regulatory requirements. Supervise the Regional Risk Officers and Assistant Risk Manager, overseeing their field inspection schedules and report quality. Organize and conduct practical risk awareness training for branch managers and operational field staff.
Support the implementation and Facilitation of Performance Management System (PMS). Facilitate employee engagement surveys and analyze results to support action planning. Cooperate in the design and delivery of workshops, focus groups, and development sessions. Coordinate in developing yearly OD plan Organize the planning and execution of Succession Planning & other OD initiatives including Job grading and culture-building. Organize and facilitate the successors’ progress monitoring, evaluation, coaching sessions. Prepare and update monthly, quarterly, and yearly reports. Maintain, update, and manage OD documents, data-based, and reporting format. Handle, update, and manage the OD Share Drive.
Conduct and develop effective engagements in the audit operation in align with annual audit plan. Implementing annual engagement plan of head office and channel audit team Develop an audit checklist, training provide to the team member and evaluate the risk assessment before the engagement Lead to the audit department’s efficiency and effectiveness and leading the audit engagement in both head office and the branches. Conducting the follow-up audit process assigned by the supervisor Ensure compliance with relevant manuals, rules, and regulations. Assess and verify the organization's internal control systems. Develop a comprehensive and constructive periodic report on audit results, providing effective audit opinion and recommendations. Implement internal audit policies and procedures, ensuring compliance with the relevant standard operating procedures. Verify frauds and suspected staff or any other investigation requested by chief executive officer or audit committee Execute any special tasks assigned by the supervisor.