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Senior Manager, Investigation

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Position: Team Manager, Investigation

This leading financial institution provides a full range of banking services to an extensive network of clients in the domestic market. An excellent opportunity has arisen for an experienced professional to join the team. This role is to manage a team of investigation professionals handling requests from Corporate and Financial Institution clients for their Transaction Services (Cash Management and Trade) product needs, be fully accountable for team’s performance, act as a motivational leader, coach, mentor, guide, and point of reference for the investigation professionals, and manage relationship with country business, internal clients, and internal solution providers.

Responsibilities:

• acquire expertise on complete workflow of investigation life cycle, teams involved, and their inter dependencies.
• gain sufficient knowledge on product features, operational and technology aspects of transaction services products and clients,
• deliver high quality responses and meet or exceed pre-agreed SLAs.
• ensure that the procedure for investigation handling and process flows are well documented. Assign work to team members, manage capacity, and work closely with Quality Control manager and Training Manager in addressing specific quality and training needs.
• escalate delayed client issues for resolution to internal solution providers and department heads.
• review daily and monthly statistics related to staff productivity, aged cases, quality defects, and past due items. Define appropriate actions to achieve final resolution and improvements.
• conduct past due analysis for the cases resolved beyond SLA times and incorporate improvement opportunities into daily investigation work.
• monitor the performance of team members, recognize and reward outstanding efforts and/or define specific corrective action plans for improvement.
• work with team members in identifying skill and training gaps and work on an action plans to achieve improvements and further professional development for each team member.
• take appropriate actions to motivate team and help them achieve the team goals.
• analyze required system access for new and existing staff on a periodic basis and obtain required approvals.
• work with team members in conducting a detailed root cause analysis, identify permanent solutions, and implement required improvements to achieve continuous service quality enhancements.
• lead special projects for the department and deliver the desired results.

Requirements:

• University Degree in Finance or Administration
• At least 5 years of banking experience in managing Client Service or Operations teams, preferably in Transaction Services and/or Corporate Banking
• Experience with Transaction Banking products – Cash Management and Trade
• Experience in managing a team of 10 to 20 people
• Experience in managing client service functions to large client base
• Experience in working in a matrix organization
• Track record in process improvements, project leadership, and people management



Interested applicants are encouraged to forward their CV in Word format to sammie.sam@robertwalters.com.my quoting Ref: MG00/SNS/378340.

For more information please contact Sammie Sam on (+603) 2380 8719.