Assistant Manager / Senior Officer, Quality and Operation Control

Job Purpose:

To ensure all Direct Channels Department operation processes are fully complied with the regulations and standard set by the Bank and regulator.

Acts as an account manager and provides support to operation risk/compliance reporting and monitoring of respective Direct Channels Department section.

Main Responsibilities:

Help to prepare operation risk/compliance related report, ensure timely completion of quality control and risk assessment

Regular call quality & call monitoring support to ensure the team meeting the quality standard and comply with regulatory compliance

Handle customer complaints, complaints investigation, analyst complaint case and provide proper feedback to frontline staff

Provide regular training / coaching to frontline staff on the control perspective

Compile and review operation flows from time to time

Comply with internal guideline, legal and regulatory requirements when delivering job duties

Handle Ad-hoc task assigned by supervising managers

Incumbent Requirements:

Post-secondary education with at least 5 years’ relevant experience, preferably in banking, telemarketing or customer services related area

Familiar with banking products & operation flow

Capable of working independently with good analytical & logical mind

Good people management, staff coaching & training skill

Capable of interacting with business partners, both internal and external

Detail minded and good team player

Excellent reading and writing communication in English

Excellent presentation/ command skill in both English and Chinese

* Candidates with less experience will be considered as Senior Officer, Quality and Operation Control