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Manager - Group Operations (Contact Centre - Call Quality Monitoring)

Hong Leong Bank Kuala Lumpur, Malaysia
Posted 8 days ago Permanent Competitive
Manager - Group Operations (Contact Centre - Call Quality Monitoring)
If you are looking to excel and make a difference, take a closer look at us...

CQM
  • Oversee and manage CQM team to meet its set objectives and targets
  • Provide feedback to Contact Centre L&D and Process Improvement on areas for improvement.

BUCR
  • Provide support in coordinating and monitoring initiatives taken in ensuring regulatory compliance activities
  • Providing feedback on related regulations that impact processes within the Contact Centre
  • Ensure timely reporting of compliance related report

ORR
  • Act as an intermediary between Division's Operational Risk Management (ORM)
  • Implement operational risk management activities and support more effective day-to-day monitoring of major operational risks
  • Coordinate and complete operational risk management activities;
  • Operational Risk Events and Loss Events Reporting
  • Assessment of Operational Risk (OR) and controls (Risk and Control Self Assessment)
  • Monthly Breach and Non Compliance Report (all Shariah non-compliance incidences shall also be included into this report)

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.
Job ID  JR0000017639
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