Vice President – Retail Banking Operational Control

Job Purpose

To lead and direct the operational control, performance measurement, and compliance functions across the entire Retail Banking division. This role is crucial for maximizing RB's financial and growth KPIs by ensuring robust operational governance, efficient vendor management, timely regulatory reporting, and effective process execution that minimizes risk and downtime.

Performance & Financial Strategy

• Develop and update strategy for the business in Malaysia based on the bank's Leadership strategy work.
• Increase penetration into the target customer segments.
• Responsible for business development through typical activities like formulate/implement/monitor future strategies, sales plans and activities to acquire new customers, deepen existing relationships in the branch network, and align these with the business goals.
• Manage the customer portfolio for profitable growth by deepening and widening the customer relationship through customer contact and cross sell programs.
• Discuss, re-strategize with Head of Retail Sales, Head of DST and Head Sales Management for remedial actions. Support where necessary via joint customer calls and identify potential customer together with managers. Set network annual/intermediate sales goals.

Compliance, Reporting, & Governance

• Oversee and guarantee the accuracy and timeliness of Compliance with Regulatory Reporting Submission (monthly, quarterly, half-yearly reports) for all Retail Banking activities.
• Establish, review, and maintain internal operational controls to ensure adherence to bank policies, internal governance, and external regulatory requirements.
• Manage the operational aspects of third-party relationships, including conducting the Outsourcing Annual Assessment Review for vendors and ensuring all vendor contracts and invoices are managed efficiently.

Operational Efficiency & Service Quality

• Lead the governance process for critical service availability. Minimize business disruption by strictly managing the Downtime Management for MyDebit & SAN KPI, specifically reducing the percentage of delay in publishing the downtime notice and logging incidents.
• Oversee the operational process for web-based inquiries, ensuring high standards for Website Enquiry Leads Management and the timely, accurate assignment of leads to the correct branches for follow-up.

Strategic Leadership & Stakeholder Management

• Act as the primary interface between the Retail Banking business units, Risk/Compliance, IT, and Finance on all matters related to operational performance and control.
• Lead, mentor, and develop the operational control teams, ensuring they possess the necessary skills to support an increasingly complex regulatory and analytical landscape.

Requirements

• Bachelor's degree in Finance, Accounting, Business Administration, or a relevant quantitative field.
• Relevant professional certification (e.g., risk management, operations, or compliance) is a significant advantage.
• Minimum of 8-10 years of progressive experience in Banking Operations, Financial Control, or Operational Risk, with at least 3 years in a leadership role within a Retail Banking division.
• Extensive knowledge of regulatory reporting requirements (e.g., BNM, etc.) and risk management frameworks within the banking sector.
• Proven experience in managing third-party vendors, contracts, and service level agreements.
• Superior analytical and quantitative skills with the ability to manage complex data and reporting structures.
• Exceptional leadership and stakeholder management skills, capable of influencing cross-functional teams (IT, Sales, Compliance).
• Strong organizational and project management capabilities, essential for managing multiple deadlines and regulatory submissions.
• A meticulous and detail-oriented approach to ensuring data integrity and compliance.