Roles and Responsibilities:
Quality Assurance
•Assist the development and implementation of quality assurance programs to ensure operations and services are up-to-standard
•Review various processes, procedure manuals and complaints to identify potential risk exposures and process improvement areas, and recommend changes and enhancement in processes when necessary
•Assist to monitor the implementation of action items
•Participate in process improvement projects/tasks to improve operation efficiency and effectiveness and provide recommendations to support business goals
•Liaise with various stakeholders such as internal parties and auditors to maintain effective communication
Corporate Solutions (CS) Broker on-boarding Routine Operations
•Review the completed due diligence questionnaire from brokers
•Background checks e.g. name screening and IA license checking
•Annual review for existing CS brokers
•Register Broker profile and grant License Codes to Brokers in system
•Suspend / Terminate Broker Licenses
•Perform other responsibilities and duties periodically assigned by immediate manager in order to meet business requirements.
Operation Management
•Identify key performance indicators and design reports for the team
•Audit overall productivity and efficiency
•Design and implement the strategies, policies, planning and management control systems for the team to achieve the highest level of productivity, operations effectiveness, quality and customer satisfaction and therefore improve the team’s financial condition and competitive edge in the Company as well as in the industry.
•Establish operation manuals, review and streamline workflow / process and implement improvement measures to enhance efficiency & accuracy
•Project an excellent image of OSSC internally and externally
Financial Management
•Be responsible for the service improvement and cost of service management.
•Prepare business case and proposal for new process migration
•Implement best practices for lowering the cost
•Rigorously controls expenses without jeopardizing current operations or long-term growth
People Management
•Establishes and communicates clear objectives, priorities and performance standards
•Identifies and grooms future leaders / bench strength over an extended period of time
•Proactively seek feedback from staff to facilitate improvements in service, operation efficiency and customer satisfaction, which in some cases, should work with other departments’ management or escalate to the OSSC management.
•Assess and develop staffs’ capabilities and provide coaching, training and development to all levels of team members.
•Liaise and coordinate with all other parties concerned in resolving customer’s complaints and drive for service/operation improvements
•Ensure the work forces are best utilized by manipulating some well-known operating model and methodology in meeting all service and productivity targets. Financial and Non-Financial Measures:
•Customer-centric Products Services (TAT, Quality..etc)
•Efficiency and effectiveness
•Accuracy, timeliness and completeness of work produced
•A good team player with the ability to work under pressure
•Adhere to work procedures and Company standards
•Staff engagement survey result