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Assistant Manager, Quality

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China International Executive Service Corps Full time

Assistant Manager, Quality & Operation Control Post Date 31/12/2024 Division Retail Banking Department/Branch Direct Channels

  • To ensure all DCD operation processes are fully complied with the regulations and standard set by the Bank and regulator.
  • Acts as an account manager and provides support to operation risk/compliance reporting and monitoring of respective DCD section.

Main Responsibilities:

  • Help to prepare operation risk/compliance related reports, ensure timely completion of quality control and risk assessment.
  • Regular call quality & call monitoring support to ensure the team meets the quality standard and complies with regulatory compliance.
  • Handle customer complaints, conduct complaints investigations, analyze complaint cases, 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 guidelines, legal and regulatory requirements when delivering job duties.
  • Handle ad-hoc tasks assigned by the Manager, Quality & Operation Control / Senior Manager of respective section.

Minimum Requirements:

  • Post-secondary education with at least 5 years' relevant experience, preferably in banking or telemarketing customer services related areas.
  • Passed IIQE Paper 1 and 2 is preferred.
  • Familiar with banking products & operation flow.
  • Capable of working independently with good analytical & logical thinking.
  • Good people management, staff coaching & training skills.
  • Capable of interacting with business partners, both internal and external.
  • Detail-oriented and a good team player.
  • Excellent reading and writing communication skills in English.
  • Excellent presentation/command skills in both English and Chinese.

Please note that only shortlisted candidates will be notified.

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