Team Manager, CCO - SCR Inbound MY

CIMB; Malaysia; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a dedicated Operations Manager to oversee a team and ensure compliance with internal policies and regulatory guidelines. Responsibilities include supervising operational staff, monitoring KPIs, guiding team members, and implementing process improvements for efficiency. The ideal candidate will possess strong communication skills and experience in operations management. This position offers an opportunity to lead and drive operational excellence within the organization.

Qualifications

• Experience in supervising operational teams and processes.
• Ability to monitor compliance with regulatory guidelines.
• Strong communication and problem-solving skills.

Responsibilities

• Supervise Operation Support's Executives, Officers, and Clericals.
• Monitor team KPIs and ensure compliance with procedures.
• Guide team members and resolve complex issues.
• Support recruiting efforts to fill team vacancies.

Job description

Strategy and Planning

• Supervise overall Operation Support’s Executives, Officers, Clericals and Messenger
• Support in delivering the portfolio monthly and annual budget on delinquency, impairment ratio and provision
• Continuously seek alternatives in improving overall operational processes and workflow
• Participate and continuously explore alternatives and implement for cost saving & initiatives.
• Consistently review on improving the internal process to achieve cost savings

Business Performance and Management

• Perform weekly/monthly review on call monitoring and to ensure compliance of internal procedure and regulatory guideline.
• Monitor and ensure team’s TAT and KPIs are met
• Review and continuously improvement on daily, weekly and monthly Inbound Service Level
• Continuously seek alternatives in improving the Inbound call flow via system enhancement and customer handling skill
• Assist, support and perform any ad-hoc projects assigned by Operation Support Manager / Head of Department
• Ensure all customer’s queries or complaint are resolved and attended and escape unsolved issues or customer complaint to Manager immediately
• Perform staff rotation on their Operation Support, Inbound, Compliance & Secured Resolution Unit functions to institute learning curve
• Response incoming email within 24 hours

People Management

• Guide and assist the team members in resolving complicated issues.
• Recruit and fill up vacancy of the team.

Regulatory Compliance

• Support and ensure control and compliance is in place, at the same time ensure achieved satisfactory rating on all audits
• Ensure team members are in compliance with bank’s internal policy at all times

Ensure compliance of internal policy & procedures, Bank Negara guidelines and regulation, i.e. FSA/IFSA 2013, Fair Debt Collection & etc