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Job summary
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• Manage Retails Lending Operations
• Manage stakeholder expectations
• Recommend improvements to work flow practices and customer service
The Senior Operations Manager is responsible for the management of all functions supporting Retails Lending Operations including Assessment, Fulfilment, Collection and Credit Cards. This includes the management of staff and delivery of agreed strategic business objectives to achieve end-to-end processing of corporate-related products and services from origination through to ongoing maintenance. This role includes providing a high level of leadership, coaching and support to Team Managers and Team Leaders to achieve agreed individual and business key results areas covering the various functions in the Retails Lending Operations Team.
Reporting in to the Head of Operations Services, Vietnam, you will manage the achievement of team objectives, SLA’s and productivity targets via constant monitoring and review of control systems and processes and contribute to the development of solutions aimed at supporting sustainable service delivery. You will evaluate, develop & implement strategies to monitor effectiveness of processes, identify, manage & resolve risks while complying with bank policies and legislations. Additionally you will be required to take on activities relating to change management execution and MIS data management. Leading by example you will be instrumental in fostering a culture of ‘out performance’ and encouraging behaviour essential to the delivery of business.
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