Responsible for day-to-day management of backroom operations and service delivery for the processes assigned to him/her, ensuring:
Compliance to regulations and policies (pass audit and controls activities)
Zero operational losses (no losses due to frauds, irregularities, negligence & errors)
Complaints management (all customer complaints/feedback are immediately addressed to the satisfaction of the clients
Evaluates and implements new or revised procedures, forms, reports, or office layout recommended by Team members that will improve the productivity and the quality of service in the team.
Minimum operations cost (waste elimination and regulated overtime expenses)
Ensures staffing in the team is appropriate to manage workload with minimal overtime, meet approved production schedules and within budgeted cost
Ensures client complaints and immediately address and resolve and to achieve the team's desired customer satisfaction rating.
Reviews operating data and investigates from anticipated performance. Initiates and implements necessary corrective actions
Ensures implementation and compliance to safety programs and housekeeping
Verifies or checks or approves within functional area (as defined in the authority limits/standards specified by Bank policies)
Performs other duties that may be required by the Team Leader and the bank. Leadership Acts as officer-in-charge in the absence of CPS Director
Identify potential problem situations through brainstorming of Team members and draws plans to address such potential problems
Directs the prioritization of processes and jobs, and when necessary reorganize to meet the deadline changes and updates Focuses and aligns Team's strategic plans to CPS business goals and objectives
Administers employee policies, practices, procedures and work rules appropriate for the unit Implement periodic self-audit to ensure compliance of processes and quality service delivery standards
Manage and monitors compliance on Control Plans and Control Functions Checklists Oversight/manages cluster of teams People Management
Manage staff, officers and processes to comply with Service Level Commitment in order to prevent complaints from customers and process partners
Evaluates training needs of Team members and facilitate their cross training and prepare development plan for them
Conduct formal performance management and regular mentoring of team members
Ensures that assigned team members have appropriate training, work instructions and tools to successfully do their job
Qualifications
Overall leadership and management of functional area (performs all Performance Management duties and responsibilities)
Expertise in all functional areas within a specific CPS Team
Competence of two or more other functional areas within the CPS Team
Competence in operation of two or more relevant systems in functional area
Undergoes and passes Six Sigma Greenbelt program, or any other equivalent program
Competence to expertise in process improvement
Assists in establishing CPS Team targets/SLAs
Is abreast of the latest shared services trends and practices
Manages and oversees completion of process streamlining and productivity projects
