Senior Associate, Client Services Operations, Operations

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Responsible for the correctness and completeness of the client services activities in accordance with SOP (Standard Operations Procedure), Bank Procedures, Group Guidelines ie. CSA etc and Regulatory Guidelines.
• Support Head of CS to assist in coaching and supervising all staff in Client Services.
• Ensure documents have been file systematically and original documents are only accessible to authorized staff members.
• Support Head of CS to review staff’s job description, responsibilities and performances.
• Support Head of CS to motivate, coach and train staff to build up an efficient, knowledgeable, solid teamwork and ensure improvement in competencies and build excellent performances.
• Support Head of CS to perform review of standard process model for your area half yearly (or earlier, if warranted). Review and ensure documentation of a robust BCP/DRP and test minimum once a year under DBSI plan and achieve a satisfactory result.
• Support Head of CS to Conduct formal quarterly meeting with business partners, and associated BU/SU’s to discuss quality achievements, business volumes and sales/product plans to anticipate and proactively support growth forecasts. Ensure all product launches are supported within time and cost budgets.
• Any other assignment as appointed or as requested by Head of CS.
• Manage the operational process in Client Services.
• Timely escalate of unit issue to Head of CS or higher management.
• Manage inquiries from client or other unit, liaise with respective unit, and provide support.