Manager, Head of Sales Support, SME Banking Division

Req ID: 6150

Job Description:

Duties & Responsibilities

Position Overview: The Head of Sales Support for the SME Banking Division is responsible for overseeing the department's day-to-day operations, ensuring the efficient and effective delivery of services to SME customers. This leadership role requires a highly skilled individual to manage, motivate, and guide the Sales Support team while continuously driving process improvements. The Head will ensure adherence to regulatory requirements, maintain strong communication with both internal and external stakeholders, and ensure timely submissions across the Division.

Key Responsibilities:

Operational Efficiency and Process Improvement:

Continuously review and refine internal processes to ensure operational excellence, improved productivity, and superior service quality.
Implement best practices to streamline workflow, reduce redundancies, and optimize service delivery in line with the Division's goals.
Identify and implement process automation and technological advancements to improve department efficiency.

Compliance and Risk Management:

Ensure all departmental activities comply with internal policies, guidelines, and external regulatory requirements.
Conduct regular assessments and audits to monitor compliance and mitigate risks associated with non-compliance.
Collaborate with the legal, compliance, and risk teams to ensure all processes adhere to the highest standards of industry regulations.

Stakeholder Communication and Relationship Management:

Serve as a liaison between the SME Banking Division and internal departments to ensure smooth coordination and resolution of operational issues.
Cultivate and manage strong relationships with senior-level contacts within the organization, as well as external partners such as SJPP (Syarikat Jaminan Pembiayaan Perniagaan), industry bodies, and other stakeholders.
Maintain regular communication with cross-functional teams, including Sales, Operations, Compliance, Risk, and IT, to ensure alignment with organizational goals.

Submission and Reporting:

Ensure that all required submissions, reports, and documents are prepared and submitted on time, in line with internal and external deadlines.
Oversee the preparation and accuracy of reports related to sales performance, customer service, and departmental performance.
Ensure timely submission of necessary documentation to regulatory bodies and industry partners.

Performance Monitoring and Continuous Improvement:

Set clear performance targets and KPIs for the Sales Support team, ensuring the team meets or exceeds these goals.
Conduct regular performance reviews, providing constructive feedback and identifying opportunities for development and training.
Continuously monitor industry trends, regulatory changes, and customer feedback to adapt and improve services and processes.

Strategic Leadership and Team Management:

Plan, manage, and oversee the overall operations of the Sales Support Department within the SME Banking Division.
Lead and manage a team of Sales Support staff, ensuring high levels of motivation, engagement, and performance.
Coach and support team members to maintain a high standard of service delivery and technical proficiency.
Foster a culture of teamwork, excellence, and customer-centricity within the team.

Job Requirements:

Bachelor’s degree in Business Administration, Finance, or a related field.
At least 8-10 years of experience in a Sales Support or related role within banking, finance, or a similar industry, with at least 5 years in a managerial or leadership position.
Experience in the SME Banking space or similar financial services domain is highly preferred.
Proven leadership abilities with a track record of successfully managing teams and driving performance.
Strong understanding of sales support processes, customer service excellence, and operational efficiency.
Deep knowledge of banking regulations, compliance standards, and industry best practices.
Exceptional communication skills, with the ability to engage with senior executives, regulatory bodies, and industry stakeholders.
Strong problem-solving abilities and strategic thinking.
High level of attention to detail and organizational skills.
Results-oriented with a strong focus on achieving departmental and organizational goals.
Highly motivated and driven, with the ability to inspire and lead a team through challenges.
Ability to thrive in a fast-paced, dynamic work environment.