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Department Procedures / Manuals
To ensure Department & Hubs Procedures / Manuals are up-to-date and any new processes introduced to be promptly updated in the procedures.
To ensure any procedure / manual update is approved by the correct approving authority and as per Organization & Methods (O&M) template.
To implement work improvement within the department to improve productivity and accuracy.
Compliance Risk Management
To effectively communicate all relevant compliance updates including new regulatory and AML/CFT requirements, compliance related policies, guideline and procedures to all staff within the department and hubs.
To assess and monitor the status of compliance to all regulatory and AML/CFT requirements applicable to the department and hubs.
To ensure all staff within the department and hubs attend the basic compliance training program conducted internally or externally
Report any breaches and/or potential of non-compliance incidences within the Department and Hubs to BRCM.
Operational Risk Management
Champions ORM activities within the department and hubs.
To report all operational defects (Actual loss, Potential loss and Near Miss Events including Shariah Non-Compliance event) via Loss Event Reporting (LER) as per the stipulated timeline.
Utilize the ORM tools i.e. Risk Control Self-Assessment (RCSA), Key Control Standard (KCS), Key Risk Indicator (KRI) and Scenario Analysis (ScAn) to manage operational risk exposure at their respective BU/SUs.
Training
Ensure all sales personnel are trained on Code of Ethics, Anti-Money Laundering, BNM Responsible Financing Guidelines, PDPA etc.
Ensure completion of mandatory e-learning modules.
Complaints Handling & Performance Analysis
To escalate all complaints received to Customer Care Quality as per current process via email (mailbox: customercare@affingroup,com) or by using e-form available on Bank's intranet, AFFINLife.
To ensure that the department has a documented Complaint Management Process aligned to the Bank's Complaint Management Process/ Policy/ Guidelines.
To address and resolve complaints within stipulated SLA.
To provide consistent remedies to complainants with similar issues.
To ensure that complainant is updated in writing, when required, with a copy to Customer Care & Quality (CCQ) as per the Bank's standard format and to ensure that issues raised are sufficiently addressed.
To ensure that complaints are closely monitored for resolution and proper records are maintained on all sources of complaints received.
To provide feedback on trends in complaints to the Manager / Department Head.
To perform an accurate and complete complaints analysis.
To ensure effective implementation of Audit standards.
Management of Mortgage Staff's disciplinary issues as well as non-compliance matters.
Other ad-hoc tasks as assigned by Head of Department
