Sr Assc Director, Sales Gov

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1. Department Procedures / Manuals

• To ensure Department & Hubs Procedures / Manuals are up-to-date and any new processes introduced to be promptly updated in the procedures.
• To ensure any procedure / manual update is approved by the correct approving authority and as per Organization & Methods (O&M) template.
• To implement work improvement within the department to improve productivity and accuracy.

2. Compliance Risk Management

• To effectively communicate all relevant compliance updates including new regulatory and AML/CFT requirements, compliance related policies, guideline and procedures to all staff within the department and hubs.
• To assess and monitor the status of compliance to all regulatory and AML/CFT requirements applicable to the department and hubs.
• To ensure all staff within the department and hubs attend the basic compliance training program conducted internally or externally
• Report any breaches and/or potential of non-compliance incidences within the Department and Hubs to BRCM.

3. Operational Risk Management

• Champions ORM activities within the department and hubs.
• To report all operational defects (Actual loss, Potential loss and Near Miss Events including Shariah Non-Compliance event) via Loss Event Reporting (LER) as per the stipulated timeline.
• Utilize the ORM tools i.e. Risk Control Self-Assessment (RCSA), Key Control Standard (KCS), Key Risk Indicator (KRI) and Scenario Analysis (ScAn) to manage operational risk exposure at their respective BU/SUs.

4. Training

• Ensure all sales personnel are trained on Code of Ethics, Anti-Money Laundering, BNM Responsible Financing Guidelines, PDPA etc.
• Ensure completion of mandatory e-learning modules.

5. Complaints Handling & Performance Analysis

• To escalate all complaints received to Customer Care Quality as per current process via email (mailbox: ,com) or by using e-form available on Bank's intranet, AFFINLife.
• To ensure that the department has a documented Complaint Management Process aligned to the Bank's Complaint Management Process/ Policy/ Guidelines.
• To address and resolve complaints within stipulated SLA.
• To provide consistent remedies to complainants with similar issues.
• To ensure that complainant is updated in writing, when required, with a copy to Customer Care & Quality (CCQ) as per the Bank's standard format and to ensure that issues raised are sufficiently addressed.
• To ensure that complaints are closely monitored for resolution and proper records are maintained on all sources of complaints received.
• To provide feedback on trends in complaints to the Manager / Department Head.
• To perform an accurate and complete complaints analysis.

6. To ensure effective implementation of Audit standards.

7. Management of Mortgage Staff's disciplinary issues as well as non-compliance matters.

8. Other ad-hoc tasks as assigned by Head of Department