Team Manager, CCO - SCR Inbound MY

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 PlanningSupervise overall Operation Support’s Executives, Officers, Clericals and MessengerSupport in delivering the portfolio monthly and annual budget on delinquency, impairment ratio and provisionContinuously seek alternatives in improving overall operational processes and workflowParticipate and continuously explore alternatives and implement for cost saving & initiatives.Consistently review on improving the internal process to achieve cost savingsBusiness Performance and ManagementPerform 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 metReview and continuously improvement on daily, weekly and monthly Inbound Service LevelContinuously 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 DepartmentEnsure all customer’s queries or complaint are resolved and attended and escalate unsolved issues or customer complaint to Manager immediatelyPerform staff rotation on their Operation Support, Inbound, Compliance & Secured Resolution Unit functions to institute learning curveResponse incoming email within 24 hours People ManagementGuide and assist the team members in resolving complicated issues.Recruit and fill up vacancy of the team.Regulatory ComplianceSupport and ensure control and compliance is in place, at the same time ensure achieved satisfactory rating on all auditsEnsure team members are in compliance with bank’s internal policy at all timesEnsure compliance of internal policy & procedures, Bank Negara guidelines and regulation, i.e. FSA/IFSA 2013, Fair Debt Collection & etc. Qualifications Bachelor's degree or Diploma in the relevant discipline Preferably with Supervisory experienceTechnical / Functional skillsEssential technical knowledge to develop / review basic core and relevant Collection & Recovery System for the team.To align Collection & Recovery strategy to asset qualities, cost factor and regulatory requirement. Planning and organizing performance of the teamPlanning and organizing performance of the team.Good reputation and networking with external customer / internal staff with the end state of business objective consistently in mind. Able to multitask and work under tight deadline.Travel Requirements As and when if required