Deputy Manager

Primary Functions:
Managing a lean team of Centralised Digital Onboarding Specialists / Associate on day-to-day digital customer onboarding operations.
Provide leadership, development, and coaching of the team.
Manage resource planning while ensuring the team’s performance remains optimum.
Ensure effective and consistent communication throughout the team, and encourage feedback to improve operational effectiveness and efficiency.
Building and maintaining effective internal and external stakeholder relationships.
Proactive in highlighting operational risks and areas for improvement.
Ensures service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Duties and Responsibilities
Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
Keep up to date with any industry changes affecting in managing digital onboarding and sharing with the team.
Manage fair and consistent application of performance management and disciplinary measures where necessary.
Ensure training and development plans are maintained for all team members with in-depth maintenance of skill matrices.
Facilitate and manage all internal, external, and the Bank’s regulatory reporting
Manage and ensure all Standard Operating Procedures, policies, and guidelines are updated and undergo continuous improvement.

Ad-hoc activities and others
Assist and facilitate in various ad-hoc projects e.g. User acceptance tests, process automation, requirements gathering, preparation of the department’s overall business operation plans
Any other duties/assignments as and when directed by the superior as per business requirements from time to time.

Qualification
Degree in Business, Computer Science, IT

Years of Experience
Minimum 3 years’ experience in a sizable organization operating in eKYC or product onboarding. Customer Care. Preferably from banking industry Branch Operations, contact centre, retail/lifestyle, BPO (finance/IT service management)

Specific Skills / Knowledge and Certification Required
Certification in Lean Six Sigma (minimum Yellow/Green Belt) is desirable, but not mandatory.
Proven experience in managing a team, with a minimum team size of 4-5 subordinates.
Hands-on experience in preparing monthly, quarterly, and annual updates on the department’s plans and performance for Management reviews.
Well trained in service management, workforce planning and performance monitoring.
Sound knowledge in Microsoft Office: Word, Excel, Powerpoint and Sharepoint management.
Demonstrates good leadership, written and oral communication with strong coaching skills and a positive attitude.
Extensive knowledge of various technologies in Customer Care would be a great advantage.
Adaptable in a fast-paced environment, organized, and possesses keen eye to details.
Have experience in dealing and working with senior business heads and managers. Thorough knowledge and experience with a confident disposition.