Credit Surveillance Officer - Sales Support, SME Banking Division

Bank Islam Malaysia Berhad; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading Islamic bank in Malaysia is seeking a Head of Sales Support for its SME Banking Division. This vital role oversees daily operations, ensuring efficient service delivery and compliance, and requires strong leadership skills with a background in banking. The ideal candidate will have 8-10 years of experience in a relevant role, demonstrating success in managing teams and driving performance improvements.

Qualifications

• 8-10 years of experience in Sales Support or related role within banking.
• 5 years in a managerial or leadership position.
• Experience in SME Banking or similar financial services.

Responsibilities

• Oversee daily operations of the Sales Support Department.
• Implement process improvements and best practices.
• Ensure compliance with regulations and manage risks.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Sales support processes

Customer service excellence

Education

Bachelor’s degree in Business Administration, Finance, or a related field

Job description

Position Overview: The Head of Sales Support for the SME Banking Division is responsible for overseeing the department's day-to-day operations, ensuring the efficient and effective delivery of services to SME customers. This leadership role requires a highly skilled individual to manage, motivate, and guide the Sales Support team while continuously driving process improvements.

Key Responsibilities:

Operational Efficiency and Process Improvement:

• Continuously review and refine internal processes to ensure operational excellence, improved productivity, and superior service quality.
• Implement best practices to streamline workflow, reduce redundancies, and optimize service delivery in line with the Division's goals.
• Identify and implement process automation and technological advancements to improve department efficiency.

Compliance and Risk Management:

• Ensure all departmental activities comply with internal policies, guidelines, and external regulatory requirements.
• Conduct regular assessments and audits to monitor compliance and mitigate risks associated with non-compliance.
• Collaborate with the legal, compliance, and risk teams to ensure all processes adhere to the highest standards of industry regulations.

Stakeholder Communication and Relationship Management:

• Serve as a liaison between the SME Banking Division and internal departments to ensure smooth coordination and resolution of operational issues.
• Cultivate and manage strong relationships with senior-level contacts within the organization, as well as external partners such as SJPP (Syarikat Jaminan Pembiayaan Perniagaan), industry bodies, and other stakeholders.
• Maintain regular communication with cross-functional teams, including Sales, Operations, Compliance, Risk, and IT, to ensure alignment with organizational goals.

Submission and Reporting:

• Ensure that all required submissions, reports, and documents are prepared and submitted on time, in line with internal and external deadlines.
• Oversee the preparation and accuracy of reports related to sales performance, customer service, and departmental performance.
• Ensure timely submission of necessary documentation to regulatory bodies and industry partners.

Performance Monitoring and Continuous Improvement:

• Set clear performance targets and KPIs for the Sales Support team, ensuring the team meets or exceeds these goals.
• Conduct regular performance reviews, providing constructive feedback and identifying opportunities for development and training.
• Continuously monitor industry trends, regulatory changes, and customer feedback to adapt and improve services and processes.

Strategic Leadership and Team Management:

• Plan, manage, and oversee the overall operations of the Sales Support Department within the SME Banking Division.
• Lead and manage a team of Sales Support staff, ensuring high levels of motivation, engagement, and performance.
• Coach and support team members to maintain a high standard of service delivery and technical proficiency.
• Foster a culture of teamwork, excellence, and customer-centricity within the team.

Job Requirements:

• Bachelor’s degree in Business Administration, Finance, or a related field.
• At least 8-10 years of experience in a Sales Support or related role within banking, finance, or a similar industry, with at least 5 years in a managerial or leadership position.
• Experience in the SME Banking space or similar financial services domain is highly preferred.
• Proven leadership abilities with a track record of successfully managing teams and driving performance.
• Strong understanding of sales support processes, customer service excellence, and operational efficiency.
• Deep knowledge of banking regulations, compliance standards, and industry best practices.
• Exceptional communication skills, with the ability to engage with senior executives, regulatory bodies, and industry stakeholders.
• Strong problem-solving abilities and strategic thinking.
• High level of attention to detail and organizational skills.
• Results-oriented with a strong focus on achieving departmental and organizational goals.
• Highly motivated and driven, with the ability to inspire and lead a team through challenges.
• Ability to thrive in a fast-paced, dynamic work environment.

Bank Islam Malaysia Berhad is the pioneer of Islamic banking system in Malaysia, providing a wide range of products and services to meet the financial and banking needs of all Malaysians.