Roles and Responsibilities: Quality Assurance 61Assist the development and implementation of quality assurance programs to ensure operations and services are up-to-standard 61Review various processes, procedure manuals and complaints to identify potential risk exposures and process improvement areas, and recommend changes and enhancement in processes when necessary 61Assist to monitor the implementation of action items 61Participate in process improvement projects/tasks to improve operation efficiency and effectiveness and provide recommendations to support business goals 61Liaise with various stakeholders such as internal parties and auditors to maintain effective communication Corporate Solutions (CS) Broker on-boarding Routine Operations 61Review the completed due diligence questionnaire from brokers 61Background checks e.g. name screening and IA license checking 61Annual review for existing CS brokers 61Register Broker profile and grant License Codes to Brokers in system 61Suspend / Terminate Broker Licenses 61Perform other responsibilities and duties periodically assigned by immediate manager in order to meet business requirements. Operation Management 61Identify key performance indicators and design reports for the team 61Audit overall productivity and efficiency 61Design and implement the strategies, policies, planning and management control systems for the team to achieve the highest level of productivity, operations effectiveness, quality and customer satisfaction and therefore improve the team’s financial condition and competitive edge in the Company as well as in the industry. 61Establish operation manuals, review and streamline workflow / process and implement improvement measures to enhance efficiency & accuracy 61Project an excellent image of OSSC internally and externally Financial Management 61Be responsible for the service improvement and cost of service management. 61Prepare business case and proposal for new process migration 61Implement best practices for lowering the cost 61Rigorously controls expenses without jeopardizing current operations or long-term growth People Management 61Establishes and communicates clear objectives, priorities and performance standards 61Identifies and grooms future leaders / bench strength over an extended period of time 61Proactively seek feedback from staff to facilitate improvements in service, operation efficiency and customer satisfaction, which in some cases, should work with other departments’ management or escalate to the OSSC management. 61Assess and develop staffs’ capabilities and provide coaching, training and development to all levels of team members. 61Liaise and coordinate with all other parties concerned in resolving customer’s complaints and drive for service/operation improvements 61Ensure the work forces are best utilized by manipulating some well-known operating model and methodology in meeting all service and productivity targets. Financial and Non-Financial Measures: 61Customer-centric Products Services (TAT, Quality..etc) 61Efficiency and effectiveness 61Accuracy, timeliness and completeness of work produced 61A good team player with the ability to work under pressure 61Adhere to work procedures and Company standards 61Staff engagement survey result
