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.
HR Operations (HR Business Parting, Talent Acquisition, HR Services, Compliance, C&B, and HR Digitization) Lead and manage the Human Resources Department to ensure operational efficiency, regulatory compliance, and high-quality HR service delivery across the organization. Partner with business leaders on workforce planning, manpower strategy, talent acquisition and retention initiatives to secure and develop critical talent. Oversee end-to-end employee lifecycle processes, including onboarding, transfers, promotions, confirmations, leave administration, employee movements and offboarding. Oversee compensation & benefits matter and HR programs to ensure market competitiveness, internal equity, employee engagement and alignment with business objectives. Oversee payroll administration, ensure timely and accurate coordination with other relevant cross-functional teams. Drive HR digitization, automation and process improvement initiatives to enhance operational efficiency, employee experience and data-driven decision-making. Lead company-wide HR budget planning, forecasting, manpower planning and workforce management in alignment with business objectives. Design, implement, review and govern HR policies, procedures ensuring alignment with organizational strategy, best practices and applicable regulatory requirements. Establish and monitor HR service standards and KPIs to ensure consistent, efficient and responsive HR service delivery. Ensure HR data reliability, confidentiality and timely reporting, providing HR dashboards and analytics to support management decision-making. Oversee employee engagement, employee relations, conflict resolution, performance management and initiatives that strengthen organizational culture and employee experience. Ensure effective HR governance, documentation, internal controls, and compliance with applicable labor laws, regulations and company policies. Regularly review HR processes to identify inefficiencies, operational risks, and opportunities for improvement. Benchmark HR practices and operational processes against relevant industry standards and market practices. Identify HR operational risks and implement appropriate controls, mitigation plans and corrective actions. Lead organizational change initiatives associated with HR transformation, organizational development, process redesign and technology implementation. Mentor, coach and develop HR teams to foster high performance, accountability, collaboration and future leadership capability. Perform other duties and responsibilities as assigned by the CHRO or Senior Management.
Identify data sources and features and utilize data tools to extract the data for analytics products. Manage data processing, cleansing, verification, and organizing data into usable formats, and conduct data analysis to identify trends and patterns. Support ad-hoc reporting needs with clear and timely data outputs. Create automated data flows to efficiently distribute insights and reports to end-users, via automated email and digital platforms. Assist in building, maintaining and monitoring analytics pipeline and system-to-system data integration. Assist with advanced analytics and machine learning endeavors, contributing to relevant projects. Conduct regular data integrity checking across data products and sources and perform troubleshooting. Learn business processes and digital workflows to identify areas for improvement by utilizing data products. Ensure proper documentation and secure storage of data. Handle and process confidential data and information in accordance with guidelines. Cooperate and coordinate with internal teams and external partners to support project endeavors.
Develop and maintain mobile applications using React Native and Kotlin (Android) . Translate UI/UX designs and wireframes into high-quality, reusable, and maintainable mobile code. Build responsive and high-performance mobile applications for Android and cross-platform users. Integrate mobile applications with backend services using RESTful APIs. Debug, troubleshoot, and fix application issues, crashes, and performance bottlenecks. Work on app optimization, responsiveness, and overall user experience improvements. Implement new features and maintain existing functionalities to produce mobile applications. Participate in code reviews and follow coding standards and best practices. Collaborate with backend developers, QA engineers, UI/UX designers, and project lead. Work with third-party services such as Firebase, push notifications, analytics, and maps (if required). Maintain code quality, reusability, and basic test coverage. Support deployment to Google Play Store and Apple App Store , including build generation, release preparation, and assistance in app release management. Participate in Agile development processes and sprint activities. Provide support for production issues when required.