Oversee the planning, scheduling, and execution of IT production tasks. Manage the IT production control team and ensure that they are meeting their performance goals. Ensure that the bank's IT production systems are running smoothly and efficiently. Monitor and analyze IT production performance data to identify trends and opportunities for improvement. Collaborate with other IT departments to ensure that IT production is aligned with the bank's overall business goals. Develop and implement IT production control policies and procedures. Coordinate and monitor the execution of IT production schedules, ensuring adherence to timelines and service level agreements (SLAs). Collaborate with IT teams to identify and resolve production issues, minimizing downtime and disruptions to IT services. Monitor and analyze IT production metrics, identifying trends and areas for improvement. Implement and maintain IT production control tools and systems to automate and streamline production processes. Conduct regular audits of IT production processes to ensure compliance with regulatory requirements and industry best practices. Collaborate with cross-functional teams to optimize production processes, identify bottlenecks, and implement process improvements. Develop and maintain documentation related to IT production control processes, including standard operating procedures (SOPs) and work instructions. Provide guidance to the IT production control team, fostering a culture of accountability, collaboration, and continuous improvement. Contribute to the achievement of the bank's objectives and goals. Assigns each team member a specific task and timeline to complete. Must undertake other work as assigned and complete it with an accurate report within the deadline. Contribute to the achievement of the bank's objectives and goals. Handphones must be turned on and available for calls and support 24 hours a day. Must strictly adhere to the bank's code of conduct, guidelines, and human resources policies and procedures to ensure the professionalism of the bank and take immediate action to stop and report any violations or misconducts to superiors, senior management, and internal control.
Ensure/manage all the card schemes' funding support is used in accordance with the scheme agreement/internal approval. Checked and verified on Daily Funds transfer for NNSS settlement. Reviewed on daily reconciliation of Visa/Master/UPI/WeChat and CSS clearing settlement to ensure its accuracy. Acknowledged Visa/Master and UPI fee/fund before credit/debit adjustment for cardholder. Acknowledged reconciliation of Debit/Credit Card issue fee, PIN fee, and re-issue fee. Prepared memo request for approval on monthly booking provision Credit Card overdue. Process GL-entries booking provision/recovery and move loan classification type of Credit Card overdue Reviewed daily merchant settlement on POS, E-commerce and WeChat. Acknowledged on merchant block/unblock fund for merchant refund transaction and merchant late settlement. Acknowledged disputed transaction of Visa/Master/UPI/CSS prior to credit adjustment to cardholder's account. Acknowledged on daily ATM transaction clearing. Reviewed the Card accounting GL entry to ensure the accuracy and balancing. Reviewed all the suspense accounts under Card Services to ensure the proper reconciliation and monitoring timely. Checked and verified transactions performed at the airport lounge, whether the cardholder uses it over the number allowed. Reviewed on Visa/MasterCard and UPI monthly billing. Check and review monthly Stock/inventory Cards reports. Prepared monthly/semi-annual/ annual Report (PSD, Weight Average, Network Info, SDD, etc.) for risk Dept/ Credit Dept/ Finance Division and others. Prepared data and submission Visa and MasterCard quarterly report and UPI monthly report. Perform other tasks assigned by management.
Develop and implement sales strategies to achieve credit and debit card acquisition targets. Analyze market trends, competitor offerings, and customer needs to refine sales plans. Identify new business opportunities, strategic partners, and growth channels. Lead, train, and motivate the sales team to achieve high productivity and performance. Work efficiently with key stakeholders, branches, relationship managers, and corporate banking teams for cross-selling opportunities. Drive card issuance, activation, and usage across retail, SME, and corporate customer segments. Monitor daily, weekly, and monthly sales performance to ensure KPIs are met. Prepare and submit regular sales performance reports to Head of Card Business. Other tasks are assigned by Department Head.
Develop and implement strategic sale plan to ensure achieving the team target and in line with department and the bank strategy and direction. Achieving growth and hitting sale targets by successfully managing team, provide coaching and assessing the teams' strength and weaknesses. Establishing productive and professional relationship with key personnel in the assigned customer accounts Handling and prioritizing the VIP and Multi-National Corporation that include creating customer sales plan and deliver good value that are suit client's needs. Developing and implementing new sale initiatives, strategies and programs to capture key demographic. Manage relationship with existing customers by ensuring best customer services experience is being provided to the customer in order to expand the deposit portfolio and for cross selling purposes. Onboarding new potential Strategic Corporate Deposit customers and building new potential business partners for business referral and cross selling. Lead collaboration with relevant business unit and operation team to ensure smooth customer service is provided to the customer. Manage handling customer complaints and effective solutions. Handles ad-hoc customer report/memo to line manager. Provide training to BU, Branch and relevant department on the corporate product and services. Perform others important tasks as assigned by line manager.
Revamp manual processes with a paperless and without human interaction approach to accommodate the entire bank's operations activities under regulation compliance and governance. Conduct user research and usability studies, collaborating with designers, developers, and research teams from end to end of the process. Identify opportunities to improve work processes and the quality of customer service by leveraging employee productivity, raising digital awareness, and implementing RPA. Champion process improvement methodologies and work closely with policy and operational control and relevant stakeholders to influence the integration of new and existing business frameworks. Introduce the appropriate tool management practices, such as Lean Six Sigma and other methodologies, which can be applied to the operations process revamp exercises. Lead the Process Revamp and Automation Office with leadership experience and performance culture-based practice to deliver the bank's transformation strategy and achieve the process automation objective. Collaborate with HR to initiate proper training material and regularly conduct training to inspire people's culture change and users' acceptance experience through digital transformation. Interact with all relevant stakeholders and be able to document existing processes, simplify systems, design UX/UI and process flows, and adapt them to the new concept of automation. Any ad hoc assignment by the Head of Process Re-engineering.
Perform and reach the target campaigns and provide necessary drivers of products/services and transactions through online/machine platforms. Perform operational transactions (maker) through video banking, such as opening, closing, amending, transferring & other bank services, and user maintenance. Address all online services to the customer on time with a high-quality customer service standard. Provide the phone a unique experience of superior customer service by using 5-star service and great competencies to handle the call. Cross-sell products & services and promote a suite of exclusive depository products and services to customers through incoming calls. Refer interested customers to the right branches or related departments. Complete the target of outbound calls to survey or cross-sell our services & products. Provide and take the appropriate action on customers' inquiries or complaints to make sure that customers are satisfied with your response. Keeping the customer up-to-date with the progress of any escalated inquiries. Ensure all the services & products are updating. Able to work shift time based on the working schedule. Direct report to the call center manager. Any ad hoc assignment by the Call Center Manager.
Identifying market space for initiating the Consumer Unsecured Loan Products and Services. Conduct market research and analyze market segmentation and market size to identify client needs and opportunities for the consumer unsecured loan product. Reviewing the performance of consumer unsecured loan products and services to assess the application of the products in the market and find out the weaknesses and strengths of the current products and services. Assisting the Manager of Consumer Unsecured Loan Product Development to define the product's risk and requirements and ensure the successful unsecured loan product launch Assisting the Manager of Consumer Unsecured Loan Product Development to design the Consumer Unsecured Loan products features based on the market demand and formulate manuals and guidelines for each Consumer Unsecured Loan product. Assisting the Manager of Consumer Unsecured Loan Product Development to prepare plan and deliver training and refresher course to relevant staffs on products and services Following up with other stakeholder staff to ensure their implementation and documentation usage are in line with the Consumer Unsecured Loan Products manuals, policies, guidelines, and procedures. Others work per assignment.
Site visit customers from DPD 60+ to engage customers to resolve the overdue payment through normalization, payoff, restructuring, rescheduling, and/or any other resolution scheme. Manage the process to initiate legal action on a delinquent account to CC approval. Manage the account classification and provision process for delinquent accounts to CC approval. Manage the write-off process for the bank to approve. Ensure that appropriate classification and provisions are accorded to each customer during loan assessment. Generate a listing of delinquent accounts that are more than DPD 90+ and have no legal resolution for issuing a demand letter or suing them immediately. Recommend taking legal action or measures for NPL cases that are non-negotiable, have no resolutions, and have no contact or runaway. Check and verify such things as the daily report, weekly report, monthly report, summary credit proposals, and credit proposals with all staff before submitting them to the Head of NPL Resolution Department for sign-off. Submit a monthly report to CC for approval on downgrading and upgrading exercises. Record and update regularly the delinquent status for any action or management's need. Any proposals or requests will be sent to CC for decision-making. Responsibility to resolve PF and NPF cases in the whole bank of Canadia Bank. Other duties as assigned by the Head, NPL Resolution Department.
Warmly welcome customers with a smile when they arrive at the bank's counter and provide excellent service and consistent advice to customers as per our GSTP guidelines, either face-to-face or by phone. Operate banking operations both cash and non-cash transactions in terms of system and documents. Ensure transactional processing is efficiently and accurately executed. Proactively determines customers' needs to actively cross-sell the bank's products and services. Be the consultant of digital products and digital solutions for any concern from customers. Proactively identifies and addresses areas of customer dissatisfaction, following up and resolving any customer's complaints. Consistently deliver quality service to customers to achieve total customer satisfaction and/or excellent customer experiences. Work as a team with other staff to provide excellent customer service to customers. Ensure strictly adhere to the bank's rules, regulations, policies, procedures, manual working guidelines, and instructions. Onboarding of new potential customers and the expansion of existing customers, both individual and corporate customers. Identify potential customers and understand their businesses to recommend appropriate products and services to customers. May perform duty as assigned by manager. Code of Conduct: Must strictly adhere to the bank's code of conduct, guidelines, and human resources policies and procedures to ensure the professionalism of the bank; take immediate action to stop and report to superiors, senior management, and internal control of any violations or misconducts.