Job Summary

Develop, implement, and optimize processes and procedures with the aim to increase efficiency, effectiveness, controls, risk management, and contribute to the overall enhanced customer experience at Branches.

Key Responsibilities

STANDARD OPERATION PROCEDURE (SOP) & SERVICE LEVEL AGREEMENT (SLA)

• Set and streamline Standard Operation Procedures for branch processes
• Set Service Level Agreement (SLA)s with stakeholders and ensure they are adhered to at all time

CORE BANKING SYSTEM (CBS) SUPPORT

• Monitor and ensure that CBS issues raised from Branches and internal stakeholders are resolved promptly by CBS Support Team
• Resolve CBS issues arising from daily operations in Branches
• Identify root causes and provide solutions for CBS Issues and Branches Operations Issues
• Perform testing for new processes
• Write CBS User Manuals for branches

AUDIT

• Assist line manager with internal & external audit processes
• Execute senior management’s plan to remediate the audit findings

PROJECTS

• Manage, track and coordinate the projects of the department
• Provide line manager and stakeholders with regular project status updates, and escalate issues where appropriate to ensure that all deliverables and deadlines are met

Essential 

• Set and streamline Standard Operation Procedures for branch processes
• Set Service Level Agreement (SLA)s with stakeholders and ensure they are adhered to at all time

• Monitor and ensure that CBS issues raised from Branches and internal stakeholders are resolved promptly by CBS Support Team
• Resolve CBS issues arising from daily operations in Branches
• Identify root causes and provide solutions for CBS Issues and Branches Operations Issues
• Perform testing for new processes
• Write CBS User Manuals for branches

• Assist line manager with internal & external audit processes
• Execute senior management’s plan to remediate the audit findings

• Manage, track and coordinate the projects of the department
• Provide line manager and stakeholders with regular project status updates, and escalate issues where appropriate to ensure that all deliverables and deadlines are met

Essential

• Bachelor's Degree in Business Studies, Management, Banking or equivalent
• Minimum 2 years working experiences in Operation, Financial Products, or banking industry

Technical Skills

• Proficient in Microsoft Suites (Words/Excel/PowerPoint)
• Proficient in preparing and interpreting flowcharts (Microsoft Visio)
• Proficient in project management, tools, and applications
• Proficient in identifying Risks and putting in Controls

Leadership Skills

• Lead the team and ensure delivery of work in accordance with Business Unit Strategy
• Accountable for collaborating across the value chain to execute on Business Unit Strategy

Relationship Building Skill

• Build and manage effective relationships with functional teams and other business units
• Create a climate of openness and trust in which people can freely speak out
• Recognise potential conflicts within own working relationships and facilitates the negotiation of mutally beneficial outcomes

*Only shortlisted candidates will be contacted for interviews*