Job Advert Details
Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
People responsibility: Y
Report to: SVP WPB Operations
Job Content:
- Plans, directs and manages the operations of Wealth Services. Ensure that the operational support provided to customers, branches and line department is cost effective, efficient, and of high quality, whist complying with Group standards.
- By ongoing review of operations and regular discussion with the business on how to achieve or improve customer service.
- By delivering agreed SLAs with CGs for trust products and promptly reply Customer Groups query arisen from the services issues. Correct the error with root cause analysis along with effective action plans.
- Cost efficiency is achieved through the elimination of non-value added transactions, automation of transactions and insourcing of processes, resulting in reductions in operational headcounts and costs.
- Provide supports to new products and resolved issues related to investment services in the confronted timeframe.
- Ensure any Assurance review or Internal/External Audit Report is satisfactory.
- Minimize the number of customer complaints.
- By establishing regular communication with team members and maintaining close relationship with other developments and customer groups in the Bank and Global Custody.
- Ensuring the team is working in a good condition and engages in all activities across the Bank and Ops/DBS. The teams can engage any Ops activities and with acceptable Snapshot score.
- By managing and maximizing the utilization of resources of the teams to well control operational expenses and by reviewing workflow and seeking STP efficiency to ensure WBS operates within the budget.
- Constantly review operational processes and where possible improve them, either via process re-engineering or introduction of automation.
- Translate the bank's strategy, vision, and business volume into operational resource plan to make sure the team's cost reflects actual business needs.
- Encourage open and 2-way communication channels. Engender staff empowerment, to foster creativity.
#TWE
Qualifications
- University or above.
- Extensive working experience in banking trust related.
- Broad operational banking experience.
- Well-developed managerial, planning and man-management skills.
- Excellent communications skills.
- Fluent English both in writing and speaking.
- A positive attitude towards change and its management.
- Obtain Trust Level 3 license and internal control license.