Strategy and Planning Develop and spearhead the execution of strategies and business plans for Business Operations, Service and Business Processess. Drive and implement process improvement and cost savings on operations and CX through centralisation and automation in any relevant processes. Implement key initiatives to enhance the performance of relationship management within the bank with the objective of driving cohesiveness, collaboration and convergence in achieving the Management goals. Identify key objectives, potential initiatives and other performance measures for the department. Identify, allocate and organise resource requirements, including people development requirements. Keep abreast of the development of operations and CX market landscape in order to be able to take actions to capitalise on opportunities and mitigate threats/risk. Act as the main liaison person to share best practises with all SBUs within Group level. Channel Risk Management Drive to improve banking operations efficiency, AML Risk Assessment, streamlining of procedures and continuous process improvement through the support of all direct reports. Drive operational efficiency and ensure division/department/branches maintains an adequate and effective first line of defence and conversant with the internal procedures and guidelines of the Bank, statutory requirements by Bank Negara Malaysia and other requirements by relevant regulatory bodies to minimise operational risks and reduce errors and fraud. Drive the overall strategy to strengthen the Compliance Framework of key focus areas which includes breaches of secrecy and AML Transformation. Reinforce communication and trainings to branches and business units on matters related to compliance, sharing of practices, reminders on processes and etc. Member to AIRComm meeting to review and update matters arising in audit observations. Attend regular discussion on risk related matters in internal meetings including business management committee meetings. Proactively report risks to the Head of Division/Department in a timely manner to have a clear view of the overall control effectiveness and to achieve an optimal outcome of risk management for CIMB Group. Customer Experience (CX) Drive to improve banking CX operations efficiency, improve customer satisfaction, streamlining of procedures and continuous process improvement. Review internal and external customer complaints/correspondence and where appropriate, respond personally. Business Performance and Management Participate fully as a member of several Management meetings within division/department/Consumer Banking; ensuring high levels of support are provided to internal stakeholders. Evaluate and give necessary exceptional approval against policy as and when requested by branches and other business units. Conduct Management Walkabout in branches and engage Branch Managers/CSM/ACSM/branch staff to identify opportunities on areas of improvement in Operations, Service and Branch Maintenance. Provide support and guidance to branches and other Business Units on all operational and service-related issues. Business Monitoring and Support Lead and drive the Watchlist screening compliance with Group Anti-Money Laundering, Counter Financing of Terrorism and Targeted Financial Sanctions (AML/CFT and TFS). Lead and drive on supporting branches AML Remediation for KYC profile refresh (on-going due diligent request for information ODDupdates. Lead and drive on centralization of identified back-office processes for division/department/branches on account closure for DCHEQs, Negative Balance, JIM/RAMCI and potential SpeedSend alerts. Lead and drive on supporting division/department/branches for 1st level of contact for advisory and resolution and bank wide cheques clearing matters. Champion the BNM ePayment on the migration of physical cheques to digital payment platform to meet BNM target on the cheques reduction. Supervision of legal cases to ensure Bank&aposs interest are duly protected. Negotiating legal fees with solicitors and liaising with Group Legal to ensure legal cost is at the lowest, where necessary. Effective supervisory of and address common challenges through the support of Channel Operations. People Management Provide leadership and guidance to direct reports on all aspects of operations, in ensuring smooth running and operational efficiency at division/department/branches in addition to improve customer&aposs satisfaction. Develop, guide and motivate staff, identifying and nurturing talent for succession plan. Job Requirements 15 years of experience in banking background in established bank / financial institutions 5 years of prior leadership position in a banking role in established financial institutions In-depth knowledge of operations and CX aspects, including internal procedures and guidelines of the Bank, statutory requirement by Bank Negara Malaysia and other requirements by relevant regulatory bodies Financial and business acumen skills Result driven with strong presentation and influencing skills Good reputation and business network in the Consumer Banking Builds strong culture of excellent service and growth opportunities for CIMB Group to attract and retain top talents Strong leadership skills Good stakeholder management skills Show more Show less