VP2, Head of Channel Ops-Retail Ops

Monroe Consulting Group; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is on the lookout for a Head of Channel Retail and Operations to lead their dynamic team. This role is pivotal in managing the Channel Operations Centre, ensuring operational excellence, compliance, and driving innovative process improvements. The ideal candidate will possess extensive experience in retail banking operations and a proven track record in team management and change management projects. Join this forward-thinking financial institution and make a significant impact on their operational strategies while fostering a culture of excellence and innovation.

Qualifications

• 10+ years in retail banking operations with a focus on account maintenance and financial payments.
• Proven experience in team management and leading change management projects.

Responsibilities

• Lead the Channel Operations Centre team, ensuring smooth operations and compliance.
• Drive process improvements and manage operations-related projects for efficiency.

Skills

Team Management

Change Management

Data Analysis

Process Improvement

Customer Service

Education

Bachelor's degree in a relevant field

Tools

RPA (Robotic Process Automation)

Job description

Executive recruitment firm Monroe Consulting Group's Professional Division is partnering with a leading financial institution that is making its mark in the innovation realm. Our esteemed client is seeking a Head of Channel Retail and Operations to join their dynamic team.

Job Responsibilities:

• Lead and manage the Channel Operations Centre team, ensuring smooth day-to-day operations while meeting SLA requirements and key deliverables.
• Oversee operational performance, ensuring strict compliance with internal policies, regulatory guidelines, and risk management frameworks.
• Drive process improvements and operational efficiency by streamlining workflows, reducing turnaround time, and optimizing resource allocation without compromising quality.
• Conduct internal reviews and audits to maintain high standards of operational control and compliance.
• Perform data analysis and reporting, identifying key trends, recommending corrective actions, and implementing preventive measures.
• Manage and resolve customer and business unit inquiries, ensuring timely and effective solutions.
• Spearhead operations-related projects, including automation initiatives and process enhancements.
• Lead, mentor, and develop a high-performing team, fostering a culture of excellence in productivity and service quality.
• Ensure all operational procedures are consistently updated and aligned with best practices.
• Identify opportunities for innovation to enhance operational effectiveness within the division.

Job Requirements:

• Bachelor's degree in a relevant field.
• At least 10 years of experience in retail banking operations, specializing in account maintenance, financial payments, customer claims, and cheque processing.
• Proven team management experience of at least 10 years
• Strong expertise in change management projects, including successful RPA and automation implementations.