Executive Officer, CRU - Fulfilment MY at CIMB Group Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Root Cause Analysis, Process Improvement, Governance, Data Entry, Statistical Reporting, Customer Service, Communication, Collaboration, Problem Solving, Attention to Detail, Banking Knowledge, Standard Operating Procedures, Regulatory Compliance, Tracking, Fulfillment, Ad-hoc Tasks

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. 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. 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. Governance Review and update CRU’s Standard Operating Procedures (SOPs). Perform Management and Regulatory reporting. 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) * Track all pending, new and follow up statement request which have been escalated to BUs on weekly basis and perform necessary follow up until request completed. *Update all requests attended in Daily Tracking file and compile for tracking purpose as well as maintain own record on ad-hoc tasks attended for each day. * The listing from Daily Tracking file must be updated into Group Master Tracking file on the same day or the next day for reconciliation and mailing out purpose. * To prepare necessary cover letters with correct details for Mailing Out purpose to customer or fill out ABX docket for courier to branches/customers. * To update the statement master file with current status of SR attended by Self or Statement Team * Assist to write address and details in the ABX dockets to be courier out for the team when assigned by TL or assistant. * Update ABX docket information in master file in timely manner or whenever assigned by HOS / Team Lead or assistant. * Perform Data entry in Statement master file when required or assigned by HOD / TM / TL / assistant. * To participate in any new ad-hoc task needed to ensure smooth running of Statement team activities and also CRU Fulfilment activities as a whole * Keep abreast with banking products and service knowledge * Compile and furnish statistics as required by Team Leader from time to time. * Comply with statutory and company's rules and regulations (e.g. HR Policy / BAFIA / Code of Ethics etc)

Responsibilities

The Executive Officer will manage the day-to-day operations of the department, focusing on statement printing requests and fulfillment. They will conduct root cause analysis on complaints and drive process improvement initiatives in collaboration with business units.