Job Description

A. Job Purpose

To handle daily processing / data input of customer requests on timely and accurate basis.
B. Core Functions & Responsibilities
As a Maker

• Process / perform data entry for all verified requests on timely and accurate basis.

As a Checker

• Verify completeness of all forms received from sources and ensure all requests are properly authorized (according to signing mandates) before handling over to Maker for processing.
• Check that all amendments made on the forms are properly counter-signed
• Check and ensure all input performed by the Maker are accurate on the same day via online system check / online system approval.

Both

• Attend to enquires on processing status of customer request / any issues pertaining to the request handling.
• Resolve complaint and ensure appropriate actions are taken to minimize the impacts and prevent future occurrence.
• To handle exception cases & escalate to Team Lead / Head of Section, if necessary
• Attend to all irregularities / non-conformance highlighted in the daily operations & escalate to Team Lead, if necessary
• Account for the documents received and perform end day reconciliation.
• Observe and comply with documented policies/ procedures and regulatory requirements (e.g. Banking Secrecy, Anti-Money Laundering etc.)
• Promote quality and risk awareness among staff.
• Perform any ad-hoc assignments given by the Team Lead / Head of Section / Head of Department

C. Other Roles & Responsibilities
1) Financial

• Identify, measure, track and reduce PONC opportunities.
• Manage and plan the operations resources & delivery through Management Operating System (MOS)

2) Customer & Product

• Review and handle daily operations issues in support of Business Units (GCB & CFS)
• Evaluate and implement business processes / strategies to support business initiatives.
• Manage the processes to meet SLA requirements as agreed with Business Units (GCB & CFS)
• To review and update process maps / procedures and control checklists.
• Update the team\'s work-plan for new initiative, ad-hoc project and new migrated process.
• Act as back-up and resume roles & responsibilities of line supervisors during contingency
• Conduct UAT for system enhancement / new process pertaining to the team\'s area of work.

3) Risk

• Ensure all irregularities / complaints received by the team are appropriately handled and tis impact on the businesses remains low.
• Provide guidance and supervise the handling of the exceptional cases.
• Create awareness on operational risk and regulatory requirements among staff through RRSA/RCSA and ensure 100% compliance.

4) Quality

• Promote quality awareness among staff.
• Review and explore opportunity for continuous process improvement.

5) People

• Manage a team of staff.
• Manage marginal performers within the Team.
• Promote teamwork among staff.
• Review, track, recommend / conduct training courses for each staff within the team.
• Coach and develop team members to ensure that they are sufficiently trained and equipped with the new processes and system.
• Arrange cross-training for the staff within the team to enrich their job scope and staff development.
• Conduct regular meeting to update the team on operational and staff issues, and to obtain feedback from team members.
• Improve work balance of staff at the same time increase productivity /efficiency and reduce cost.

Qualifications
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