Deliver quality services to business units / external customers by adopting a systematic and consistent approach in line with the Banks policies and procedures.
Manage, supervise, motivate and coach staff to build an efficient, knowledgeable team such that all requests / instructions are completed within set accuracy & timeliness.
Provide direction by setting performance targets for staff and monitor actual performance against targets
Direct change decisively and manage change swiftly.
Explore initiatives to automate manual processes with the objective to achieve productivity gain, enhance control and eliminate operational errors.
Provide user requirements, review of functional design documents and participate in user acceptance test.
Support the Head/Area Manager to ensure the smooth operation of the unit and realise productivity gains through continuous process improvements
Develop operation manuals and ensure manuals are reviewed and updated with changes in processes and guidelines timely.
Develop and ensure standard operating procedures (including DRP/BCP procedures) are in place and reviewed and updated on timely basis.
Work with Business and various stakeholders and provide valuable input whenever required.
Identify, highlight and mitigate risks associated with manual operational processes.
Ensure accurate and timely reporting to Management.
Degree holder in Business and Finance, Business Administration, Operations Management or related disciplines preferred
Minimum 2 years of relevant work experience in financial institutions (Credit Operations)
Experience leading team will be highly desirable for this role
Those with Mortgage Loans experience will be an added advantage
Good organizational skills with demonstrated ability in managing operations
Sound knowledge of consumer banking products/services and respective end-to-end operation workflows for best in class services delivery
Knowledge of Process Improvement Toolkit and metrics/measurement
Good understanding of operational risks.
Meticulous with eye for details
Flexibility and ability to multi-task and take on different types of roles and activities at the same time.