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Assistant Manager, Sales Governance

Affin Bank Kuala Lumpur, Malaysia
Posted 28 days ago Permanent Competitive
Assistant Manager, Sales Governance
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Quality Assurance
  • Coordinate and collect monthly samples from Mortgage Sales Hubs for Quality Assurance testing;
  • Perform testing to ensure that the samples are adhering to the Quality Assurance guideline;
  • To summarize result of monthly Quality Assurance on a quarterly basis for reporting to Group Compliance Department via Self-Testing Matrix.

Procedure Manuals
  • To ensure Department & Hubs Procedures are up-to-date and any new processes introduced to be promptly updated in the procedures;
  • To implement work improvement within the department to improve productivity and accuracy.

Risk & Compliance
  • To assist DRCO and act as their relief in:
    i. Carrying out tasks as assigned by Group Compliance Department, Group Operational Risk Management and Consumer Compliance;
    ii. Ensuring that Mortgage Business and Mortgage Sales Hubs are adhering to the Bank's policies and procedures;
    iii. Acting as the Operational Risk Coordinator (ORC) as well as Business Continuity Plan (BCP) Champion for Mortgage Business and Mortgage Sales Hubs;
    iv. Providing advisory services relating to BNM guidelines and Bank's internal policies.
  • To ensure effective implementation of Audit standards;
  • Management of Mortgage Staff's disciplinary issues as well as non-compliance matters;

Complaint Liaison Officer
  • To escalate all complaints received to Customer Care Quality;
  • To address and resolve complaints within stipulated SLA;
  • To provide consistent remedies to complaints with similar issues;
  • To ensure that complaints are closely monitored for resolution and proper records are maintained on all sources of complaints received

Others
  • Ensure all sales personnel are trained on Code of Ethics, Anti-Money Laundering, BNM, Responsible Financing Guidelines, PDPA etc.;
  • Other ad-hoc tasks as assigned by Manager or Head of Department
Job ID  JR101292
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