Bank Officer (BO), Shared Services (6 Months Contract)
Core Functions & Responsibilities
Other Roles & Responsibilities
Key Productivity Indicators (KPI)
SLA
- Ensure that the team complete the processing within agreed SLA
Error Rate
- Achieve zero human error and operating losses
Customer Service
- Zero customer complaints / feedback
Fully conversant with process/ SLAs/ regulatory requirements
Risk
- Attend to all irregularities/complaints highlighted in the daily requests received and ensure appropriate actions are taken to minimize the impact
- Support team lead in achieving their KPI requirement and achieve good audit rating
Qualifications
Preferred skillset Technical - Proficient in Microsoft Office (Word, Excel, PowerPoint), VBA
Personal - Independent and keen to learn
- Handle the pre-processing and processing work pertaining to Audit Confirmation process
- Liaise with Business Units, RMs, Audit firms on Audit Confirmation processing
- Establish proper record-keeping of all communication and correspondence
- Conduct investigation on inquiries received from Internal / External customers
- Escalate all customers' request and complaint received during the case investigation
- Support Business Units (BBs & Branches) in the daily operation and address issues highlighted
- Provide support and admin functions from time to time (e.g. compilation of statistics, data analytics)
- Batching and reconcile clearing of cheques keyed by AS
- Perform checking and annotation in WFI, and other processing systems for Audit Confirmation
- Attend to enquires on processing status of customer request / any issues pertaining to the request handling
- Resolve operational and customer issues and ensure appropriate actions are taken to minise the impacts and prevent future occurrence
- To handle exception cases & escalate to Team Lead, if necessary
- Attend to all irregularities / non-conformance highlighted in the daily operations & escalate to Team Lead, if necessary
- Account for the documents received and perform end day Reconciliation
- Observe and comply with documented policies/ procedures and regulatory requirements (e.g. Banking Secrecy, Anti-Money Laundering etc)
- Perform any ad-hoc assignments given by the supervisor
Other Roles & Responsibilities
- Promote teamwork among staff
- Support Team Lead in resource planning & delivery through Management Operating System (MOS)
- Provide guidance to other junior staff on day to day operations and train new staff on policies and procedures
- Support projects and process improvement initiatives
- Assist Team Lead to review and update process maps / procedures
- Review & explore opportunities for processes improvement
- Conduct UAT for system enhancement / new process pertaining to the team's area of work
- Perform periodic staff appraisal
Key Productivity Indicators (KPI)
SLA
- Ensure that the team complete the processing within agreed SLA
Error Rate
- Achieve zero human error and operating losses
Customer Service
- Zero customer complaints / feedback
Fully conversant with process/ SLAs/ regulatory requirements
Risk
- Attend to all irregularities/complaints highlighted in the daily requests received and ensure appropriate actions are taken to minimize the impact
- Support team lead in achieving their KPI requirement and achieve good audit rating
Qualifications
Preferred skillset Technical - Proficient in Microsoft Office (Word, Excel, PowerPoint), VBA
Personal - Independent and keen to learn
- Excellent interpersonal, communication skills
- Ability to work as a team and multi-task
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