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The RMO is responsible for providing direction, guidance and address gaps on non-compliance to control and compliance (including non-adherence to the set of operations guidelines) and customer service excellence. Drive community activities jointly with CSOM to achieve deposits and cross selling targets. People development and capacity planning (including PB Support).
Functional (job responsibilities)
Operations
- Ensure branches’ Risk Control Self-Assessment (RCSA) are carried out diligently as required.
- Ensure all branches have good internal and external audit rating which will be reflected in BNM audit, BORM, FCC and ORM reviews.
- Ensure compliance to statutory and regulatory compliance in relation to BNM/ABM rules, AMLCFT and internal SOPs to mitigate fraud and operational risk.
- Ensure timely escalation of non-compliance related lapses by branches to relevant parties.
- To attend audit exit meetings with internal and external Auditors, if any.
- Provide feedback and address gaps on branch non-compliance issues to RCM/RBDH and Senior Manager,
- Branch Operations & Service, BNSPD.
Sales & Service
- Drive CASA deposit base, customer and fee income growth as well as cross selling jointly with the CSOM.
- Drive digital transformation via HL Connect penetration and Over the Counter (OTC) migration.
- Assess on consistent customer service delivery such as effective migration to SSTs and e-channels, queue management, Mystery Shopping & CSAT score and highlight branch non-compliance or non-alignment to RCM/RBDH & Senor Manager, Branch Operations & Service, BNSPD.
Managerial (team/group responsibilities)
- Plan, strategize and recommend to RCM/RBDH, Head PFS Branch Compliance and/or Business Head to address gaps and resolve non-compliance issues.
- Plan, strategize and recommend to RCM/RBDH and Business Head on opportunity for business growth through community marketing/activities.
- Performance Management - carry out half-yearly and annual performance appraisals of RMO Support jointly with RCM/RBDH.
Other Responsibilities
- To source, interview & recruit Ops staff e.g. CSOMs & CSEs and ensure all branches fulfill their budgeted Ops HC at all times.
- Succession planning by training/coaching CSOM and other operations staff to a higher role.
- Up-skilling of staff competency level and certification. To conduct training sessions covering operational governance, products, audit and compliance, customer service, orientation for new staff and on-the-job training at ground level, or any other ad-hoc training to be assigned from time to time.
- Work closely with RCM/RBDH and provide direction and guidance to BM/CSOM on areas pertaining to branch control and compliance and service quality
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.