Operation Risk Mitigation Officer

Description and Requirement

The role is responsible to ensure all KBZPay Standard operation procedures are followed in sync with regulatory compliance. This role monitors operation process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews processes, improve customer experience and maintain quality score.

• Monitor tickets and ensure all the steps are followed by ticket handling TSO operation team.
• While QA Checking, suggest recommendations about current process or procedure from quality and risk prospective.
• Provide the finding analysis by related details such as KYC, Branch, TSO and other.
• Audit report to management on operation process compliance and maintain Quality score.
• Propose new process amendments/documentation for smooth customer journey.
• Prioritise high, medium low risk operational risk aspects and work on mitigation.
• Conduct regular internal audit on operational processes from product/process/regulatory prospective.
• Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
• Ensure that SLAs are met consistently and identify core issues when the team fails to meet SLAs.
• Cross-Department Collaboration & sharing QA Findings to related team.
• Highlight process failure reasons and plans to eliminate process gaps.
• Release process audit Quality score for each operational process and share plans to eliminate process errors. Publish regular update to management on regulatory compliance.

Requirements

• Intuitive to customer’s needs
• Strong communication and interpersonal skills and the ability to build and maintain relationships
• Must understand customer relationship management (CRM)
• Ability to analyse and solve problems quickly
• Must be self-motivated, flexible and able to manage several jobs at one time
• Familiarity and knowledge of Ticketing system/ ticket escalation work flow
• Experience in Quality Assurance Job in Customer Service/ Contact Center/Operations Field is preferred
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Customer-oriented mindset
• At least 2+yr year(s) of working experience in the related field is required for this position.
• A background in customer service or Quality, business excellence is a plus
• Experience working in Quality Assurance Field of Operations such as Contact Center / Banking would be an added advantage.