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Assistant Manager, CRU - Fulfilment MY at CIMB Group Malaysia
, , Malaysia -
Full Time

Start Date

Immediate

Expiry Date

15 Dec, 25

Salary

0.0

Posted On

16 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Root Cause Analysis, Process Improvement, Governance, Management Reporting, Standard Operating Procedures, Communication, Collaboration, Problem Solving

Industry

Banking

Description
Manage day-to-day statement and fulfillment requirement of the department's operations to best support the activities of the Statement printing requests. 1. Root Cause Analysis Conduct Root Cause Analysis (RCA) on complaints handled by CRU and identify areas of opportunity within process and performance. Ensure rigor and governance is sustained within the ongoing RCA process to support clear identification and escalation of key operation risks. 2. Process Improvement Work collaboratively with the Business Units & Process Owners to address and close operation gaps and system defects. Drive process improvement initiatives. Assist in validation exercise on FLR cases, Wrong tagging of Complaints/Enquiries by First Tier Touch Points prior to escalations to CRU. 3. Governance Review and update CRU’s Standard Operating Procedures (SOPs). Perform Management and Regulatory reporting. 4. Account Statement Request * All incoming ITSR, 1View, RUBIK and IVR Statement requests are fulfilled on daily basis * Follow up on escalated statement requests that have been escalated to respective Business Units (eg: 1P team, HP team etc) * Reply all incoming / outgoing emails and phone calls when necessary with regards to statement process enquiries or follow up by requestors (Call Centre, Branches, CRU and other BUs)
Responsibilities
Manage the day-to-day operations of the department's statement printing requests and conduct root cause analysis on complaints. Collaborate with business units to drive process improvements and ensure governance in operations.