Senior Officer

Job Description

• To assist the Manager in the daily operations to achieve service quality by meeting/ exceeding service standards and achieving zero defect for Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing), Static Data Unit (set up, maintenance, pricing and billing, CoE, LM) and R&I
• To discharge operational duties of the Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing), Static Data Unit (set up, maintenance, pricing and billing, CoE, LM) and R&I as instructed by the Manager of the Unit and ensure that the established service standards are met.
• To perform investigation activities pertaining to Funds Transfer raised by customers/other banks/stakeholders in accordance with defined service standards
• To perform specific duties as instructed by the team manager in accordance to the relevant procedures, guidelines, instructions and standards set in order to meet the productivity and service standards set.
• To support the development of the Cash Management Operations processing systems to meet local and business needs and more importantly in meeting the needs of the clients.
• To implement quality initiatives and activities of the division in accordance to the Group s Quality System.
Key Responsibilities
• Provide the highest standard of service in response to enquiries and complaints, to create improved, lasting relationships with our clients.
• Support the team by acting as back-up, handling enquiries in the event of staff shortage or during unexpected peak periods
• Maintain a professional SCB image through all interactions with clients and stakeholders
• Assist team members by handling and resolving escalations, complex enquiries and complaints
• To perform as maker/checker where incumbent need to process the transactions for Cash Management Operations i.e. Pre-Processing, Processing (Payment and Clearing), Static Data Unit (set up, maintenance, pricing and billing, CoE, LM) and R&I and relevant transactions guided by the operating procedures, guidelines, policies and standards set.
• Ensure that the set productivity targets (efficiency, accuracy, etc.), defect management and processing turnaround standards are achieved (within own area of responsibility).
• Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/ Group.
• Support the roll-out of appropriate quality management systems in the team and other initiatives by the Company/Group.
• Be guided accordingly and aware of the roles and responsibilities for anti-money laundering prevention and sanctions related checking (i.e. Understanding the policy, reporting procedure and escalation procedure)
• Ensure due care and diligence is exercised on day to day operational matters relating to anti-money laundering and Sanctions related checking, by acquiring relevant knowledge and training and provide support to superiors and subordinates.
• Conforming and adhering to the Team s risk profile, by following the guidelines / policies / procedures stipulated for Operation Losses, Escalation Procedures, CMO Policies, and reconciliation of outstanding items, scanning, SCSTAR and end-of-day reports.
• Comply with exceptions for Callback, Signature Verification and Payment Processing in which respective role needs to be performed independently.
• Any ad-hoc roles changes will require Head of Department or Manager s approval before assuming new role temporarily or permanently in line with segregation of duties.
• Embed the Group s values and code of conduct to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employees form part of the culture
Key Measurables
• Achieve the processing turnaround standards as stipulated in the Service Level Agreement between the dept. and various Spoke countries and meeting productivity standards in terms of processing efficiency and accuracy of output.
• Meeting of own performance objectives and contribute in achieving the team s objectives.
• Support the roll-out of appropriate quality management systems and other initiatives by the Company/Group.
• Assist the Team Manager in coaching selected team members to achieve the desired level of productivity and competency.
• Contributing ideas for improvement on processes, procedures, end-to-end processing, etc. to team management
• Complete non-routine assigned task (e.g. testing, BCP) within the set deadline
• No complaints from customers related to poor and indifferent service attitude and discourtesy
• Zero operational write-offs. No transaction errors/operational losses through accurate processing or data input with effective control and risk management
• No major adverse findings from internal auditors or external auditors including quality audits
Our Ideal Candidate
• Academic or Professional Education/Qualifications; University educated
• Licenses and Certifications/accreditations; none additional
• Professional Memberships; relevant memberships to be agreed
• Bank training; none additional
• Languages; English
ROLE SPECIFIC TECHNICAL COMPETENCIES
• Business Facilitation
• Manage Change
• Management of Frontline Risk
• Business Governance & Support
• Strategy & Business Model
• Service Delivery & Operations
,

Keyskills :
quality managementpayment processingbankingsalesmis