Team Manager, CCO - SCR Inbound MY at CIMB Group Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

0.0

Posted On

19 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Operational Support, Budget Management, Process Improvement, Call Monitoring, KPI Monitoring, Customer Handling, Ad-hoc Project Management, Staff Rotation, Recruitment, Regulatory Compliance, Audit Compliance, Internal Policy Compliance, Communication Skills, Problem Solving, Time Management

Industry

Banking

Description

Strategy and Planning Supervise overall Operation Support’s Executives, Officers, Clericals and Messenger Support in delivering the portfolio monthly and annual budget on delinquency, impairment ratio and provision Continuously seek alternatives in improving overall operational processes and workflow Participate and continuously explore alternatives and implement for cost saving & initiatives. Consistently review on improving the internal process to achieve cost savings Business Performance and Management Perform weekly/monthly review on call monitoring and to ensure compliance of internal procedure and regulatory guideline. Monitor and ensure team’s TAT and KPIs are met Review and continuously improvement on daily, weekly and monthly Inbound Service Level Continuously seek alternatives in improving the Inbound call flow via system enhancement and customer handling skill Assist, support and perform any ad-hoc projects assigned by Operation Support Manager / Head of Department Ensure all customer’s queries or complaint are resolved and attended and escalate unsolved issues or customer complaint to Manager immediately Perform staff rotation on their Operation Support, Inbound, Compliance & Secured Resolution Unit functions to institute learning curve Response incoming email within 24 hours People Management Guide and assist the team members in resolving complicated issues. Recruit and fill up vacancy of the team. Regulatory Compliance Support and ensure control and compliance is in place, at the same time ensure achieved satisfactory rating on all audits Ensure team members are in compliance with bank’s internal policy at all times Ensure compliance of internal policy & procedures, Bank Negara guidelines and regulation, i.e. FSA/IFSA 2013, Fair Debt Collection & etc

Responsibilities

The Team Manager will supervise the overall operations support team, ensuring compliance with internal procedures and regulatory guidelines while managing performance metrics. They will also seek continuous improvements in operational processes and assist in resolving customer queries and complaints.