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Quality Control and Operations Manager
2 months ago
Job Purpose:
To guarantee that all operational processes within the Business Banking and Direct Channels Department adhere strictly to the regulations and standards established by the Bank and regulatory authorities. Serves as a liaison for account management, offering support for operational risk and compliance reporting as well as monitoring within the respective sections of the Business Banking and Direct Channels Department.Main Responsibilities:
Assist in the preparation of reports related to operational risk and compliance, ensuring timely completion of quality control assessments and risk evaluations. Conduct courtesy calls or site visits to Business Banking clients. Execute unannounced inspections at Business Banking centers. Provide ongoing call quality assessments and monitoring support to ensure that the team meets established quality standards and complies with regulatory requirements. Address customer complaints, conduct investigations, analyze complaint cases, and deliver appropriate feedback to frontline personnel. Facilitate regular training and coaching sessions for frontline staff focusing on control measures. Periodically compile and review operational workflows. Adhere to internal guidelines, legal, and regulatory standards while performing job responsibilities. Undertake additional tasks as assigned by supervising managers.Incumbent Requirements:
A university degree or higher with a minimum of 8 years of experience in banking, specifically in Quality Control; tertiary education with significant relevant work experience is preferred. Knowledgeable about banking products and operational workflows. Ability to work independently with strong analytical and logical reasoning skills. Proficient in people management, staff coaching, and training. Capable of engaging with both internal and external business partners. Detail-oriented and a strong team player. Excellent proficiency in reading and writing in English. Strong presentation and communication skills in both English and Chinese.