Manager - Group Operations (Contact Centre - Call

3 weeks ago

Petaling Jaya, Malaysia Hong Leong Bank Full time

If you are looking to excel and make a difference, take a closer look at us

CQM
- Oversee and manage CQM team to meet its set objectives and targets
- Provide feedback to Contact Centre L&D and Process Improvement on areas for improvement.

BUCR
- Provide support in coordinating and monitoring initiatives taken in ensuring regulatory compliance activities
- Providing feedback on related regulations that impact processes within the Contact Centre
- Ensure timely reporting of compliance related report

ORR
- Act as an intermediary between Division’s Operational Risk Management (ORM)
- Implement operational risk management activities and support more effective day-to-day monitoring of major operational risks
- Coordinate and complete operational risk management activities;
- Operational Risk Events and Loss Events Reporting
- Assessment of Operational Risk (OR) and controls (Risk and Control Self Assessment)
- Monthly Breach and Non Compliance Report (all Shariah non-compliance incidences shall also be included into this report)
- About Hong Leong Bank_
- We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China._

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