Manager, Account Services

2 weeks ago

Singapore HL BANK Full time

**Summary**
- Lead a team of Accounts Services and Card Operations Executives to ensure the smooth running of day-to-day operations.
- Understand the business plan, strategies and challenges to ensure that available infrastructure and resources are sufficient to support the growth plans of the Business.
- Responsible for back-office processing of consumer, corporate and wealth customers’ onboarding, account and customer data maintenance, online banking setup, DDA setup and law enforcement agencies' orders.
- To keep abreast of current trends to drive technology enablement or innovation in business processes and operations which support revenue building initiatives and customer experience.
- Play a pivotal role in building a strong compliance and risk control environment.

**Responsibilities**

**1) **Account Services**:

- Manage the end-to-end daily operations and ensure that all agreed SLAs with the Business are met.
- Double up as Checker/Authorizer of Account Services activities.
- Drive productivity by streamlining and implementing straight through processing, automation, process improvement and capacity management.
- Simplify processes with the focus of improving customer experience.
- Perform timely investigation and resolution to all customer complaints.
- Prompt update of relevant SOPs on new processes, updates and changes.
- Facilitate and coordinate for audit inspections. Ensure action plans to audit findings are resolved before target date.
- Ensure the Bank’s AML/KYC and customer due diligent requirements are in full compliance with regulatory and Head Office requirements.
- Provide proper guidance and on-going mentoring/training of subordinates.

**2) **Card Operations**:

- Monitor Debit Card rejected transactions for recovery purposes.
- Handle and follow up on customers’ accounts with insufficient funds.
- Liaise with Contact Centre to follow up with the customer on rejected transactions.
- Coordinate with Debit Card Ops Support Team and Vendor to resolve any operational issues identified.
- Escalate Debit Card late presentation cases to the Chargeback Team for further action.
- Monitor GL outstanding items and follow up with Branch Services Team for write-off of long outstanding items.
- Reconcile the Rejected Suspense GL account on a daily basis for the purposes of quarterly reporting.
- Attend the complaint arising from the SG debit card customer pertaining to the debit card rejected items.
- Ensure timely payment to Vendors as per SLA.

**Requirements**:

- A recognized Degree in Banking and Finance, Business Administration, Accountancy or equivalent.
- 5 to 8 years of relevant experience in a Financial Institution.
- Familiar with the workflow of front and back office.
- Strong analytical and problem solving skills.
- Good verbal and written communication skills.
- Meticulous, with an eye for detail.
- Able to multi-task and drive desired outcomes with tight timelines.
- Self-motivated team player who thrives in a fast-paced work environment.

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