Manager, Contact Centre

4 days 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

Overview:
We are seeking a highly motivated and experienced Manager, Call Quality Monitoring. This pivotal role is responsible for the overall management of the team, ensuring we meet all our objectives and targets by upholding the highest standards of quality, risk, and compliance. This role is critical in evaluating and analyzing the department’s risk and compliance requirements, directly supporting the bank’s broader risk management strategy.

This role reports to the Manager of Contact Centre Front Office & Call Quality Monitoring.

Key Responsibilities and Accountabilities:
Functional _(job responsibilities)_- Overseas and manage the CQM team, ensuring they meet all objectives and targets.- Provide strategic feedback to the Contact Centre's Learning & Development and Process Improvement teams, identifying areas for quality enhancement.- Support and coordinate all regulatory compliance initiatives, monitoring them to ensure all activities are in line with standards.- Provide feedback on regulations that impact Contact Centre processes.- Ensure the timely submission of all compliance-related reports.- Act as the main point of contact for the Division’s Operational Risk Management (ORM).- Implement and oversee daily operational risk management activities to monitor and mitigate major risks.- Coordinate and complete all operational risk management activities, including: Reporting Operational Risk and Loss Events, Conducting Risk and Control Self-Assessment and Submitting the Monthly Breach and Non-Compliance Report, including all Shariah non-compliance incidents.- Continuously review and improve quality, compliance, and risk management processes.

Jobholder Requirements- Malaysian citizen.

Education/Qualification- Bachelor’s degree in any discipline.

Experience/Requirements- A minimum of 5 years of relevant experience, preferably in a Call Centre background.- Strong sense of integrity and customer-centric mindset.
- 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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