Head, Sales, Service & Portfolio Management, BB

Job Description

The Role ResponsibilitiesSupport business initiatives and focus

• Provide efficient, reliable, responsive and professional operations support to front-line and service team to ensure high class services to customer and operation excellence in term of execution accuracy, timeliness and effectiveness. Learn, understand and strictly adhere compliance to local regulations requirements, bank policies and procedures in day-to-day responsibilities.
• Drive and support cost optimization initiatives to achieve cost saving target
• Support in driving the business forecasting model, sales management processes and other key business initiatives
• Keep track of key business focus and evaluating relevant activities

Process Management

• Define, analyses and revamp key business processes and procedures in line with customer and frontline feedback
• Design new processes to support the launch of new products/services
• Design customer-centered processes that aims to enable an excellent customer experience in various end-to-end processes.
• Improve current processes using Operational Excellence methodology and tools across all products / functions within the Value Streams and drive continuous improvement discipline through standard work
• Assist various channels in resolution of specific business or procedural issues across departments
• Liaise with various departments to ensure that processes are integrated across the business and adopted correctly. Prepare and train functional work groups to ensure that they are competent with the business process flows, placing focus on quality customer service, control and cost containment
• Set targets for Service Level Agreements, Turnaround time, productivity and accuracy measures and ensure robust performance tracking and communication of benefits and results
• Build the culture and capability to support continuous process improvement within the business

Operations & Control

• Drive initiatives to improve processes through optimization, simplification and automation. And, through CST/Spot check/audit finding study at central level periodically, find opportunity for process revamp in term of better risk control or operations efficiency by working with front-line service mgr or leaders and drive it happen
• Lead and support on behalf of branch service from central level for all kinds of product/business initiatives and change requests from regulator/group/country in coordinating with project manager and other concerned parties to take ownership for driving the result, which include below key responsibilities:
  • Conduct feasibility study and brainstorm on initiatives
  • Compile User Requirements
  • Project plan and resource planning
  • Project monitoring and quality control
  • System & workflow integration
  • Vendor evaluation, logistics and other related arrangement
  • Functional Specification Review
  • Conduct User Acceptance Testing
  • Organize pilot test or implementation approach
  • Conduct Post implementation review
• Give full support to front-line sales & service team for internal audits, regulatory on-site or offsite inspections and regular or ad hot self-assessment, retrieving documents/information required, preparing management reports, tracking audit issues, CST findings and ensure management actions are completed within due date.
• Lead end to end management of proximity service at central level including vendor mgt, settlement, group and country KPI/project deliverables, DOI update to meet group GPS/country standard if any
• Support LM in HC optimizations and people development by taking below key responsibilities
  • Integrate frontline service resources by developing and implementing Branch Operations & Services Capacity Model for standardization, optimization and productivity improvement.
  • Maintain staff headcount list by branch/city/region on regular basis.
  • Monitor job rotation policy implementation on branch service staff and complete relevant MIS reports to fulfill regulatory requirements.
  • Monitor and analyze the transaction volume vs. branch operations & service capacity to achieve HC optimization targets.
  • Design scorecards for line managers to manage performance, ensuring targets are achieved for key Branch Operations & Service related metrics (e.g. Productivity, Service KPs, Operations Loss, Audit reviews, etc.)
  • Drive initiatives to improve service productivity to achieve cost optimization objective
  • By working with LA team in developing service staff training program to support branch operations & services to upgrade frontline capabilities and staff engagement.
• Support LM and team in achieving Anti Money Laundering Prevention
  • Accountable for implementing and complying with AML requirements when performing duties.
  • Must comply with their respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious customer activity, and should report any suspicious activity to AML Surveillance Team and line manager as well as directly to the Country MLPO in urgent or exceptional circumstances.

People management (where applicable)

• Develop strong leadership and lead by example and able to engage staff through effective communications
• Support team mate to keep up-to-date knowledge and risk mindset as well as to maintain up a good talent pool by providing tailor made people development plan for next level moving up

Our Ideal Candidate

• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
• Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
• Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
• Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections
• Cooperate with any investigations or reviews on regulatory failure such as accountability review
• Properly perform the duties on management and ensure the effectiveness of internal control
• Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership
• Be responsible for significant losses due to failure of effectiveness of internal control

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
anti money launderinguser acceptance testingcontinuous process improvementcost savingtalent poolrisk controlmusic makingservice levelinternal auditprocess designstaff training