If you are looking to excel and make a difference, take a closer look at us…
Overview:
We are seeking a highly motivated and experienced Manager, Call Quality Monitoring. This pivotal role is responsible for the overall management of the team, ensuring we meet all our objectives and targets by upholding the highest standards of quality, risk, and compliance. This role is critical in evaluating and analyzing the department’s risk and compliance requirements, directly supporting the bank’s broader risk management strategy.
This role reports to the Manager of Contact Centre Front Office & Call Quality Monitoring.
Key Responsibilities and Accountabilities:
Functional (job responsibilities)
- Overseas and manage the CQM team, ensuring they meet all objectives and targets.
- Provide strategic feedback to the Contact Centre's Learning & Development and Process Improvement teams, identifying areas for quality enhancement.
- Support and coordinate all regulatory compliance initiatives, monitoring them to ensure all activities are in line with standards.
- Provide feedback on regulations that impact Contact Centre processes.
- Ensure the timely submission of all compliance-related reports.
- Act as the main point of contact for the Division’s Operational Risk Management (ORM).
- Implement and oversee daily operational risk management activities to monitor and mitigate major risks.
- Coordinate and complete all operational risk management activities, including: Reporting Operational Risk and Loss Events, Conducting Risk and Control Self-Assessment and Submitting the Monthly Breach and Non-Compliance Report, including all Shariah non-compliance incidents.
- Continuously review and improve quality, compliance, and risk management processes.
Jobholder Requirements
- Malaysian citizen.
Education/Qualification
- Bachelor’s degree in any discipline.
Experience/Requirements
- A minimum of 5 years of relevant experience, preferably in a Call Centre background.
- Candidates with experience in Training or Quality Assurance are also encouraged to apply.
- Strong proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Strong sense of integrity and customer-centric mindset.
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.
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