Job Purpose
- to provide services and operation support in business areas including but not limited to Consumer Banking Operations in compliance with internal policies/procedures and local regulations
- to provide efficient service and accurate handling of all transactions in scope
- to provide high service quality to all level of customers
Key Responsibilities
Daily tasks and Controls:
- Reconciliation, payment and settlement for transactions of products with CIMB's partner is performed accurately and timely. Any transaction failures are detected, investigated and resolved properly.
- Manual transactions in scope are promptly processed, approved, monitored and reported within service standards following strictly Group's policy, country procedures and local regulations/processes.
- Positive partner experiences is maintained through support, advice and best practices in relation to services in scope .
- Relevant stakeholders such as M&S, Product,ect are engaged to resolve any product or system issue.
- High level of productivity and efficiency in operational processes and activities are achieved and maintained.
- Other Operational tasks as assigned by Manager, Operations.
Reporting
- Provide regular and ad-hoc reports for management and SBV
Risk Management / Regulatory Compliance
- Full understanding of risks and compliance with own area's internal policy and procedural requirements as well as regulatory / statutory requirements from State Bank and other statutory / regulatory bodies.
- Be responsible for fraud and risk mitigation.
- Ensure all issues/ risk events are reported in timely manner and have properly follow up till it has been solved.
Customer Service
- Ensure that customer complaints/partner issues are dealt within a prompt time frame to ensure that the Bank is not exposed to potential losses.
- Provide friendly and responsive customer service to both internal and external customers and partners using excellent customer service skills.
- Ensure service quality and processing within agreed standards.
Self development / Team Work
- Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role
- Contribute to team development, effectiveness and success by (i) sharing knowledge, good practice, lesson learnt from experienced problems and (ii) working collaboratively with others to create a productive, diverse and supportive working environment
- Actively support other team members for work-load or back-up person to fulfil department's work within the time frame
Job Specification
Bachelor's Degree or above related to Banking and Finance (Accounting/Finance/Business/Economics/Financial Engineering)
At least 2 years of related experience in banking operations
Technical/Functional skills
- Knowledge of consumer banking products/operations
- Understanding of operational risk and controls, local regulations
Personal skills (Soft Competencies)
- Strong communication skills
- Good time management skills
- Attention to detail and accuray
- Organisational and task coordination skills
- Strong teamwork capabilities
- Able to work under pressure
- Multitasking skill
- Computer literacy
Good command of spoken and written English
