Job Purpose:

To ensure all DCD operation processes are fully complied with the regulations and standard set by the Bank and regulator. Provides support to operation risk/compliance reporting and monitoring of respective Business Banking and Direct Channels sections.

Main Responsibilities: 

• Help to prepare operation risk/compliance related report, ensure timely completion of quality control and risk assessment
• Regular call quality & call monitoring support to ensure the team meeting the quality standard and comply with regulatory compliance
• Handle customer complaints, complaints investigation, analyst complaint case and provide proper feedback to frontline staff
• Provide regular training / coaching to frontline staff on the control perspective
• Compile and review operation flows from time to time
• Comply with internal guideline, legal and regulatory requirements when delivering job duties
• Handle Ad-hoc task assigned by Manager, Quality & Operation Control / Senior Manager of respective section

Incumbent Requirements:

• Post-secondary education with at least 3 years’ relevant experience, preferably in banking, telemarketing  customer services related area
• Passed in IIQE Paper 1 and 2 is preferred
• Familiar with banking products & operation flow
• Capable of working independently with good analytical & logical mind
• Good people management, staff coaching & training skill
• Capable of interacting with business partners, both internal and external
• Detail minded and good team player
• Excellent reading and writing communication in English
• Excellent presentation/ command skill in both English and Chinese