Assistant Manager - Processing - Account Opening - Wholesale

• Perform timely activities such as day to day quality reviews/checking of queries processed by the Team & update all relevant MI’s to confirm completion of reviews and errors identified
• Escalate any potential issues towards entries processed
• Acquire and update knowledge on procedures related to relevant processes
• Maintain high quality standards and avoid rework within the stipulated time frame and defined SLA’s whilst meeting the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely manner
• Effectively cascade any process related communication such as procedure changes, updates etc., to all related stake holders
• Provide structured coaching on an on-going basis to help improve individual operator performance by conducting huddles and timely feedback which is duly signed off
• Act as a process expert and extend support to the operations team by facilitating best practices with various initiatives like process re-engineering, training in conjunction with peers and line management
• Ensure that the team continue to meet all PLAs – cut-offs, quality, Audit & Risk, OOE, & mitigate any operational losses, etc
• Work independently while establishing effective relationships across all locations to drive a “Joined Up” approach

• 3 years’ experience in WCAS including experience in handling WCAS ASP work
• Strong communications and coaching skills, particularly competent with English written and spoken skills
• General inquisitiveness with a willingness to learn and challenge the status quo where appropriate
• Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data
• Evidence of good analytical, statistical and data mining skills to study trends and make projections
• Production management skills and ability to initiate process improvements
• Good organizational skills and ability to work with minimal supervision
• Ability to be proactive in projecting and handling crisis situations and taking appropriate / timely decisions
• Aptitude to work well under pressure with high degree of accuracy

Evidence of good analytical, statistical and data mining skills to study trends and make projections