Head of Operations and Service Excellence Sg

6 days ago

Singapore CIMB Group Full time

**Key Responsibilities**

Lead and responsible for the following business functions:

- Branch Operation & Service
- Call Centre & Digital Sales Enablement
- Risk & Governance Team &
- Fraud Risk Management
- To ensure that the respective customer facing units (a) & (b)adopt a customers ’ obsessed culture so that staff will go the extra mile to delight customers. All transactions are to be processed accurately, effectively, and timely according to Bank’s polices & procedures, regulatory and compliance guidelines. Call Centre team to effectively solve customers’ problems and meet customers’ expectations. Digital Sales Enablement team to assist with all non straight through onboarding from corporate website by following up with customers and making it as seamlessly as possible.
- Under Risk & Governance, there are 2 sub-units namely (i)Sales Governance (‘SG’) & (ii) Risk & Controll. SG Team is an independent sales audit team responsible for all new requirements and exceptions noted during independent sampling checks on Sales document for Balance Scorecard (‘BSC’) reporting. For Risk & Control, to engage Risk and Compliance on Risk & Control Self Assessment (‘RCSA’) & Compliance Self Testing Matrix (‘CSTM’) matters to ensure effective controls are in place. To oversee all matters relating to Regulators and operational risk management framework and compliance matters are implemented effectively. The team is also responsible in providing appropriate responses to Compliance upon queries from regulators.
- To ensure the Fraud Management framework is effectively embedded and communicated within CBGS. Fraud monitoring rules and systems are effective and working as expected.
- As appointed Risk & Control Officer (‘RCO’) as CBGS, to discharge the roles and responsibilities and ensure compliance to all Risk and Compliance matters.

**Key Qualifications**
- Degree
- At least 10 years’ experience in banking/financial industry
- Management experience of 5+ years in a similar work situation
- Management Accounting knowledge
- Regulatory Knowledge (MAS and Bank Negara Malaysia)

Technical/Functional skills
- Knowledge of Consumer Banking business practices and procedures
- Support management goals, corporate intent and ensure compliance with Regulations and Risk and Compliance Framework

Personal skills (Soft Competencies [Core/Leadership])
- Ability to muti-task and manage internal and external stakeholders eg Regulators, internal & external auditors, Legal & Compliance etc effectively
- Strong leadership and excellent interpersonal skills

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