FVP Corporate eServices Dept Head, CMOC

Cash Management Operations Centre (CMOC) is part ofUOB’s Global Technology & Operations organization. CMOC handles a fullsuite of Cash Management products and services for the bank’s WholesaleCorporate and Retail Customers across diverse industries and business segments.

The Corporate eServices team supports the BusinessInternet Banking and other eServices Setup & Maintenance for UOBSingapore’s Corporatecustomers.        

KEY RESPONSIBILITIES /ACCOUNTABILITIES

• Plan, Review and Execute the business directions, goals and strategies of the team.
• Represent the team in meetings with Management and Business Partners.
• Supervise the team’s daily operations and meet set Goals.
• To build a High Performance and motivated team.
• Ensure products and services are delivered efficiently, with accuracy, timeliness and in accordance to SLAs/KPIs and approved Standard Operating Procedures set by management.
• Ensure that all Standard Operating Procedures and Delegation Memos are reviewed and updated when required and at the minimum on an annual basis.
• Ensure that all Laws and Regulations, Bank’s policies, guidelines, controls and compliance requirements are up-to-date and strictly adhered to.
• Maintain a high standard of operations control and compliance to protect the Bank’s and Customer’s interests.
• Ensure that escalations are raised to the appropriate management levels on a timely basis, where required.
• To plan/manage audits and to interface auditors.
• Ensure that any areas of non-compliance or improvements highlighted by the Auditors, Compliance, Risks Management and Regulators are followed up promptly and resolved quickly and all staff are briefed accordingly to prevent recurrence.
• Investigate any discrepancies, exceptions and non-compliance, and raise to the Risks & Control Lead and Division Head promptly of any unusual or exceptional activities.
• Manage the Key Risk Indicators in the team.
• Identify opportunities to improve productivity, efficiency and service quality.
• To pursue Process Improvements, automation, STP (Straight Thru Processing), digitalisation to deliver on the results and to have productivity and efficiency realized.
• Inculcate an operations and service excellence culture in the Department.
• Ensure that high level of professional telephone standard is maintained at all times in the team.
• Ensure that customers’ operational problems, complaints and queries are resolved promptly and satisfactorily and to ensure that risks of recurrences are eliminated.
• Ensure that the Bank’s human resource policies are adhered to.
• Review the annual manpower establishment for the team.
• Ensure that the team is adequately manned and staff are optimally deployed.
• Encourage a conducive and professional working relationship within the team.
• Analyse staff capabilities to identify skills gaps, arrange for coaching/training as part of staff development and provide guidance to staff in their job performance on a regular basis, when required.
• Track key performance indicators and monitor staff performance against the key performance indicators.
• Review and appraise performance of staff.
• Plan career development for staff.
• Lead and participate in Projects or other Initiatives as required internally or with business stakeholders.
• Monitor project milestones to ensure that key deliverables meet project and objectives and timelines.

KEY REQUIREMENTS

• A degree holder in a relevant discipline 
• At least 10 years’ experience in wholesale banking operations including Wholesale Customer Internet banking and other eServices setup and maintenance, with a good broad-based knowledge and understanding of wholesale banking products, processes and its related risks and controls. 
• Strong leadership. people management and interpersonal skills.
• Able to coach/develop, motivate teams to achieve stretched goals.
• Able to work effectively with all levels of staff and stakeholders.
• Committed, Dependable and demonstrate high integrity.
• Strong experience in area of Risks & Controls, information security, knowledge of MAS and other Regulatory requirements and international practices/guideline.
• A self-starter with initiative and a strong drive to achieve quality work
• Strong analytical and problem-solving skills
• Good verbal and written communication skills