Perform complex, sensitive and high risk document processing activities related to account opening and maintenance, credit card operations, police orders, hold code instructions, CAD support, and regulatory/legal requests, ensuring accuracy and compliance.
Act as Subject Matter Expert (SME) to provide guidance on designated operational areas, support junior team members, and clarify procedural issues to uphold consistency and quality standards.
Manage exceptions and escalations, e.g., validate exception reports, conduct root cause analysis, and escalate systemic issues or control lapses to management for timely resolution and risk mitigation.
Support regulatory and audit requirements, e.g., prepare documentation, evidence logs, and remediation reports for internal audits and regulatory exercises, ensuring readiness and transparency.
Lead the control and reconciliation of operational reports and tasks (e.g daily stats, hold code actions, returned customer letters, End of Day and Start of Day reconciliation.
Collaborate with external vendors (e.g., Iron Mountain, Toppan, Secura) to ensure service level agreement (SLA) compliance, resolve issues, and verify the quality of outsourced deliverables.
Monitor adherence to standard operating procedures (SOPs) and perform quality checks on completed tasks to ensure alignment with internal risk frameworks and regulatory policies.
Identify opportunities to enhance daily workflows, recommend updates to procedures, templates, or controls, and contribute to continuous improvement initiatives.
Act as backup coverage for the Team Lead and support ad-hoc reporting or project assignments as needed, contributing to team resilience and operational continuity.
Requirement
Diploma in Business Administration, Operations Management, or any related field
At least 2 years of experience in banking operations, with hands-on exposure to account servicing (ie.account opening/ account maintenance)
At least 1 year of relevant experience in driving productivity, system/platform efficiency and/or optimisation
Proven track record in reconciling operational data, reviewing exception reports and implementing relevant control measures
Strong knowledge of Banking Operation, document workflows, and regulatory processing (e.g. police orders, freezing orders
Strong analytical skills with the ability to reconcile operational data, review exception reports, and implement effective control measures to ensure process integrity
Proficient in conducting root cause analysis, reconciling reports, and independently managing operational exceptions with minimal supervision
Good working knowledge of MAS Outsourcing Guidelines and internal audit standards, supporting compliance and audit readiness
Skilled in Microsoft Office applications, particularly Excel, with experience in reporting tools such as pivot tables, reconciliation sheets, and trend analysis
High attention to detail with a strong ability to identify discrepancies and ensure accuracy across routine and complex tasks
Effective verbal and written communication abilities to engage with internal stakeholders, external vendors, and regulatory bodies professionally
This is a 1-year contract role and can be considered for renewal or conversion upon completion of the contract.
