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1. Department Procedures / Manuals
- To ensure Department & Hubs Procedures / Manuals are up-to-date and any new processes introduced to be promptly updated in the procedures.
- To ensure any procedure / manual update is approved by the correct approving authority and as per Organization & Methods (O&M) template.
- To implement work improvement within the department to improve productivity and accuracy.
2. Compliance Risk Management
- To effectively communicate all relevant compliance updates including new regulatory and AML/CFT requirements, compliance related policies, guideline and procedures to all staff within the department and hubs.
- To assess and monitor the status of compliance to all regulatory and AML/CFT requirements applicable to the department and hubs.
- To ensure all staff within the department and hubs attend the basic compliance training program conducted internally or externally
- Report any breaches and/or potential of non-compliance incidences within the Department and Hubs to BRCM.
3. Operational Risk Management
- Champions ORM activities within the department and hubs.
- To report all operational defects (Actual loss, Potential loss and Near Miss Events including Shariah Non-Compliance event) via Loss Event Reporting (LER) as per the stipulated timeline.
- Utilize the ORM tools i.e. Risk Control Self-Assessment (RCSA), Key Control Standard (KCS), Key Risk Indicator (KRI) and Scenario Analysis (ScAn) to manage operational risk exposure at their respective BU/SUs.
4. Training
- Ensure all sales personnel are trained on Code of Ethics, Anti-Money Laundering, BNM Responsible Financing Guidelines, PDPA etc.
- Ensure completion of mandatory e-learning modules.
5. Complaints Handling & Performance Analysis
- To escalate all complaints received to Customer Care Quality as per current process via email (mailbox: customercare@affingroup,com) or by using e-form available on Bank’s intranet, AFFINLife.
- To ensure that the department has a documented Complaint Management Process aligned to the Bank's Complaint Management Process/ Policy/ Guidelines.
- To address and resolve complaints within stipulated SLA.
- To provide consistent remedies to complainants with similar issues.
- To ensure that complainant is updated in writing, when required, with a copy to Customer Care & Quality (CCQ) as per the Bank’s standard format and to ensure that issues raised are sufficiently addressed.
- To ensure that complaints are closely monitored for resolution and proper records are maintained on all sources of complaints received.
- To provide feedback on trends in complaints to the Manager / Department Head.
- To perform an accurate and complete complaints analysis.
6. To ensure effective implementation of Audit standards.
7. Management of Mortgage Staff’s disciplinary issues as well as non-compliance matters.
8. Other ad-hoc tasks as assigned by Head of Department