Principal responsibilities:

• Assuring the CSEM process to execute at pace with proactive risk identification and timely escalations to senior management.
• Supporting the decision-making process at early stage of the customer case management process to ensure sufficient review and proper follow up actions are in place to mitigation potential reputational risk due to CSEM process.
• Managing the customer communications and facilitating customer enquiry and complaints handling.
• Identifying and proactively managing current and emerging risks related to changes to services, processes and systems, across all functions, delivered by or impacting CSEM framework.
• Working with HOST, Business Units and risk stewards to strengthen the CSEM process from operational efficiency and customer experience perspective.
• Facilitating senior management in decision making through insightful and concise recommendations from CSEM management information reports.
• Increasing awareness and engagement related to the CSEM process across COO, HOST and Business Units.

Requirements:

• University or above in business or relevant subjects with at least 5 year work experience in related functions.
• Proven record of effective management in a leadership role, including people management, planning and decision making, identifying priorities.
• Excellent business understanding of Banking objectives and operating model as well as Group policies and standards.
• Experience of managing resources in senior roles to achieve objectives using appropriate communication and delegation skills.
• Ability to use strong judgmental skills to identify and resolve problems whilst maintaining budgets, time scales and quality of output.
• Able to cope with pressure and tight deadlines and be change oriented.
• Strong leadership, communication, influencing, and planning skills
• Ability to build connections and work collaboratively across the Group.
• Excellent written communication skills, ability to clearly document the current state and the recommendations.
• Excellent communication, interpersonal and organization skills
• Proficiency in both English and Chinese