Complains Handling (AVP) - 6 months convertible

Location: Singapore,
Contract Type: Contract
Specialisation: Banking & Financial Services
Salary: S$130000 - S$150000 per annum
REF: JP/AS00040616

New Global Team - Exciting Opportunity - Contract job convertible to perm

Reporting directly to the Director, you will be a key resource in setting up a global central complaints handling unit across corporate and commercial banking. You will handle client complaints necessary to comply with internal policy/ procedures, improve customer satisfaction and mitigate risk of damage to the Bank's reputation. You will involve project responsibilities in defining target operating model and business requirements for the end-to-end Complaints Handling process. You will lead the business design phase with internal stakeholders, business project manager, process owners and risk owners. You will partner with technology to produce project artefacts such as functional specifications and user test cases for system enhancements. You will be highly involved in doing deep investigation and good phrasing on all correspondences, both internal and external, ensuring there is complete audit trail for every investigation. You are expected to produce MI for Governance and Client Experience forums with high level of quality assurance. You will work with Operational Risk by producing Key Risk Indicators, performing Control Sample Tests and documenting the root causes.

To qualify, individuals must possess:
Business Degree or Equivalent
At least 5 years of process-driven Business Analysis and/ or Investigative Compliance and/ or Operational Risk expertise within an international bank
Strong analytical skills required, including a thorough understanding of how to interpret needs and translate them into target operating model, business requirements and system enhancements
Experience with workflow tools, investigations and root cause analysis
Experience with MI and data analytics is desirable
Adhere to rigorous governance standards and promote best practices
Strong team collaboration skills to mobilize stakeholders in business and functions to collectively deliver system priorities

Contact Jackie Panopio at or click the APPLY NOW button quoting reference number JP/AS00040616

Data provided is for recruitment purposes only

Business Registration Number: 200611680D. Licence Number: 10C5117. EA Personnel Registration Number: R1332082