Provide full support on all Inbound functions to the driving force team at all times within the stipulated turnaround time. The Inbound function covers of attending customer queries, resolve customer's complaint & etc.
Strategy and Planning
- Supervise overall Operation Support's Executives, Officers, Clericals and Messenger
- Support in delivering the portfolio monthly and annual budget on delinquency, impairment ratio and provision
- Continuously seek alternatives in improving overall operational processes and workflow
- Participate and continuously explore alternatives and implement for cost saving & initiatives.
- Consistently review on improving the internal process to achieve cost savings.
Business Performance and Management
- Perform weekly/monthly review on call monitoring and to ensure compliance of internal procedure and regulatory guideline.
- Monitor and ensure team's TAT and KPIs are met
- Review and continuously improvement on daily, weekly and monthly Inbound Service Level
- Continuously seek alternatives in improving the Inbound call flow via system enhancement and customer handling skill
- Assist, support and perform any ad-hoc projects assigned by Operation Support Manager / Head of Department
- Ensure all customer's queries or complaint are resolved and attended and escalate unsolved issues or customer complaint to Manager immediately
- Perform staff rotation on their Operation Support, Inbound, Compliance & Secured Resolution Unit functions to institute learning curve
- Response incoming email within 24 hours.
People Management
- Guide and assist the team members in resolving complicated issues.
- Recruit and fill up vacancy of the team.
Regulatory Compliance
- Support and ensure control and compliance is in place, at the same time ensure achieved satisfactory rating on all audits
- Ensure team members are in compliance with bank's internal policy at all times
- Ensure compliance of internal policy & procedures, Bank Negara guidelines and regulation, i.e. FSA/IFSA 2013, Fair Debt Collection & etc.
