Job Description

Responsibilities:

Prepare and present monthly performance dashboards covering volumes, SLA metrics, and exceptions. Collaborate with Business Units (CBGS, FIG, CMBS, CBS), Compliance, Risk, Legal, IT, Products Leads on operational matters. Collaborate with and support iCIMB on new product/systems, projects and process improvements matters related to account opening (AO) and account maintenance (AM). Maintain oversight of control checks, exception logs, and audit documentation for account servicing and document handling. Support internal and external audit reviews, ensuring readiness and compliance. Serve as the operational contact for law enforcement requests (e.g., freezing and production orders), ensuring timely and compliant response in coordination with Legal and Compliance. Approve maintenance tasks (e.g., Hold codes), support cross-departmental queries, and provide coverage for leadership roles. Participate in UAT and manage administrative tasks including procurement and supplies. Lead operational readiness and execution for strategic initiatives (e.g., F30, Paperless, OBCA upgrade, Ops Workflow, etc.) in alignment to the Bank's aspiration. Represent Operations in project taskforces, ensuring impact assessments, SOP updates, and stakeholder training are completed. Drive continuous process improvement and reengineering efforts to enhance efficiency, reduce risk, and align with the Bank's transformation goals. Support external initiatives such as the National Scam List and Restrictive Order implementation. Provide guidance and develop a team specialists to ensure effective delivery of document and data management services including account servicing, police orders, and document workflows. Oversee performance, resource allocation, and capability building through coaching, cross-training, and succession planning. Provide backup support for Head of Unit and other team leads. Vendor Oversight and Governance Manage outsourced vendors (e.g., Iron Mountain, Toppan, Secura), ensuring service level adherence, exception handling, and continuity planning. Conduct performance reviews, manage service breaches, and ensure compliance with MAS outsourcing and internal risk policies.

Requirements

Bachelor's degree and/or Master's in Business Administration, Operations Management, or any related field. At least 7 years of experience in banking operations. At least 5 years of relevant experience in driving productivity, system/platform efficiency and/or optimisation. Savvy and well verse in regulatory framework, e.g., MAS guidelines, MAS 626, Frezzing Order and Production Order regulation, etc. Strong stakeholder management skills, working with regulators, internal and offshore teams. Proven track record in project management and process improvement initiatives. Proficient in Operational Governance, Banking Operation Knowledge across Retail and Non-Retail segments Proficient in Regulatory Framework - MAS guidelines, MAS 626, Frezzing Order and Production Order regulation Strong People Management skills Strong Vendor and Outsourcing Management skills Strong Risk and Control awareness Experienced in Process Design and Change Management Strong Analytical Thinking and able to make sound decisions based on data and insights Strong Stakeholder Management, Communication and Interpersonal Skills Strong Negotiation Skills and Conflict Resolution * Strong Project Management Skills