Job Description

• Prepare and present monthly performance dashboards covering volumes, SLA metrics, and exceptions.
• Collaborate with Business Units (CBGS, FIG, CMBS, CBS), Compliance, Risk, Legal, IT, Products Leads on operational matters.
• Collaborate with and support iCIMB on new product/systems, projects and process improvements matters related to account opening (AO) and account maintenance (AM).
• Maintain oversight of control checks, exception logs, and audit documentation for account servicing and document handling.
• Support internal and external audit reviews, ensuring readiness and compliance.
• Serve as the operational contact for law enforcement requests (e.g., freezing and production orders), ensuring timely and compliant response in coordination with Legal and Compliance.
• Approve maintenance tasks (e.g., Hold codes), support cross-departmental queries, and provide coverage for leadership roles.
• Participate in UAT and manage administrative tasks including procurement and supplies.
• Lead operational readiness and execution for strategic initiatives (e.g., F30, Paperless, OBCA upgrade, Ops Workflow, etc.) in alignment to the Bank’s aspiration.
• Represent Operations in project taskforces, ensuring impact assessments, SOP updates, and stakeholder training are completed.
• Drive continuous process improvement and reengineering efforts to enhance efficiency, reduce risk, and align with the Bank’s transformation goals.
• Support external initiatives such as the National Scam List and Restrictive Order implementation.
• Provide guidance and develop a team specialists to ensure effective delivery of document and data management services including account servicing, police orders, and document workflows.
• Oversee performance, resource allocation, and capability building through coaching, cross-training, and succession planning.
• Provide backup support for Head of Unit and other team leads.
• Vendor Oversight and Governance
• Manage outsourced vendors (e.g., Iron Mountain, Toppan, Secura), ensuring service level adherence, exception handling, and continuity planning.
• Conduct performance reviews, manage service breaches, and ensure compliance with MAS outsourcing and internal risk policies.

Requirements

• Bachelor's degree and/or Master’s in Business Administration, Operations Management, or any related field.
• At least 7 years of experience in banking operations.
• At least 5 years of relevant experience in driving productivity, system/platform efficiency and/or optimisation.
• Savvy and well verse in regulatory framework, e.g., MAS guidelines, MAS 626, Frezzing Order and Production Order regulation, etc.
• Strong stakeholder management skills, working with regulators, internal and offshore teams.
• Proven track record in project management and process improvement initiatives.
• Proficient in Operational Governance, Banking Operation Knowledge across Retail and Non-Retail segments
• Proficient in Regulatory Framework – MAS guidelines, MAS 626, Frezzing Order and Production Order regulation
• Strong People Management skills
• Strong Vendor and Outsourcing Management skills
• Strong Risk and Control awareness
• Experienced in Process Design and Change Management
• Strong Analytical Thinking and able to make sound decisions based on data and insights
• Strong Stakeholder Management, Communication and Interpersonal Skills
• Strong Negotiation Skills and Conflict Resolution
• Strong Project Management Skills