Mgr, Middle Office

Job ID: 31926

Location: Kuala Lumpur, MY

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 24 Jun 2025

**Job Summary**
- Centre of Excellence for APAC build out across all products.
- Trade capture and life cycling of structured products.
- Understanding and learn to manage query remediation, trade life-cycling and other day-to-day processing, ensuring timely escalation, in order to minimise risk exposure.
- New business enablement and solutions, partner to deliver strategic FM initiatives:

- Drive Operational readiness
- Local management of:

- Hubs: Drive global alignment and consistency, Follow The Sun support
- Local Market: standardize where applicable, tailored processes/controls
- Challenge vendor costs / services across the lifecycle
- Operations representation for external/internal and regulator scheduled audits:

- Ensure audit points are addressed within timelines
- Drive continuous improvement and innovate:

- Partner with Technology to deliver transformation
- Work with FO to identify booking model improvements and drive efficiency
- Be up to date and ensure compliance with regulatory requirements
- Adherence to Ops Risk Framework standards of implementation and process management.

**RESPONSIBILITIES**

**Strategy**
- Contribute to the definition of best-practice global operating standards and operating environment within the Target Operating Model (TOM)
- Ensures compliance with all Group and Country policies, Code of Conduct, statutory regulations, and laws.
- Strong advocate of service consistency within the country. Actively takes steps to eliminate / minimise use of non-standard solutions
- Ensures the daily BAU and Team are optimised and that resources are effectively managed to rapidly fill any service gaps identified
- Ensure the client experience is seamless based on efficient processing, timely resolution of client exceptions and is perceived as an enabler by the business to generate and retain client flows.

**Busines**s- Deliver Business Efficiency targets
- Understanding of the business strategy and appropriate role given.
- Monitors client service standards to ensure high-quality operational and client support services are provided
- Acts as escalation point for country level operational issues - identifies remedial solutions and oversees timely, efficient implementation when required
- Works closely with country and business to ensure operational platforms support client service level agreements and internal benchmarks as well as identifying opportunities for automation
- Ensures compliance with all relevant local and global regulatory requirements and industry best practice.

**Key Responsibilities**

**Processes**
- All tasks executed by Hub stakeholders are performed in accordance with the Desk Instructions (DOI), relevant policies and procedures of the bank.
- Ensures Change Management processes are adhered to in country operations
- Ensures that key business practices and service delivery processes are conducted in compliance with Group and country regulatory guidelines
- Identifies operational risks and enhances control mechanisms, both for in-country processes and services hubbed offshore.

**People & Talent**
- Lead through example and build the appropriate culture and values.
- Capability matrix to deliver at 90% cross training across all function
- Participation and Adopt new ways of working. Participation in ASA Projects and initiatives
- Embed Diversity and improve Communication by participating ASA forum and community engagement programme

**Risk Management**
- the ability to identify, assess, monitor, control and mitigate risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them
- the ability to interpret the firm’s financial information, identify key issues based on this information and put in place appropriate controls and measures
- Manages Operations Risk effectively, including identification, communication, and remediation of risks to the relevant forums
- Accountability - no audit fails; full remediation/root cause analysis and execution for ops losses

**Governance**
- the ability to assess the effectiveness of the firm’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas (New/changes in outsourcing arrangement), annual /tri-annual SLA is review
- awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role
- ability to deliver ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
- Maintain high standard service delivery from Hub team, keeping record of all Errors by Hub team, follow up with hub team on timely submission of incident report