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Job Purpose
To lead the Surveillance team in ensuring post-disbursement customer satisfaction, detecting irregularities in GEB account openings, investigating staff misconduct, and monitoring marketing expenses to uphold compliance with internal policies and regulatory standards.
Customer Call-Back & Satisfaction Monitoring
- Check and verify the call-back exercise for newly approved and disbursed GEB customers.
- Assess customer satisfaction and detect potential misconduct by credit and sales personnel.
- Maintain and report satisfaction ratings and feedback trends to relevant stakeholders.
GEB Account Opening Surveillance
- Conduct sample checks on newly opened GEB Current Accounts.
- Identify irregularities and enforce rework penalties where applicable.
- Provide insights and recommendations to improve account opening processes.
Staff Misconduct Investigation
- Undertake investigations into staff misconduct in accordance with Internet Consequence Management guidelines and Bank policies
- Document findings and support disciplinary actions where necessary.
Marketing Expense & Inventory Audit
- Conduct a minimum of one yearly inspection/audit of Marketing Expenses (ME) accruals and utilisation from Generali.
- Perform half-yearly stock counts of gift vouchers/cards and merchandise items.
- Ensure proper usage, reconciliation, documentation, and compliance with approved budgets and policies.
- Highlight discrepancies and recommend corrective actions.
Job Requirements
- Bachelor's degree in Business, Finance, or related field.
- Minimum 3 years of experience in banking compliance, audit, or surveillance.
- Strong understanding of SME banking operations, onboarding processes, and branch procedures.
- Experience in customer due diligence, account opening compliance, and customer monitoring.
- Proven experience in investigations and stakeholder management.
