Voice & Chat Surveillance Specialistor a similar position within a financial institution, likely focusing onCompliance and Risk Managementwithin theAsia Pacific (APAC) region.
Key Responsibilities:
- Acts as primary interface with business lines (Business COOs, Conduct & Control Officers, Front-Office Conduct & Surveillance) as well as Compliance to:
- Collect, analyze and document business scenarios for the use of voice and chat channels
- Understand business interactions with clients and other external counterparties, and their expectations when communicating with bank
- Identify risk and conduct scenarios and contribute to create the framework to address them, including user awareness and consequence management
- Establish and enforce a clear RACI with all stakeholders on the execution of their processes and controls
- Drive IT teams (Voice, Chat, Archiving, Digital Working, IT Support, Access Management) to guarantee their delivery of:
- Robust technical solutions meeting business and client demands, whether internally developed or relying on vendors
- Technical controls around proper archiving, security and surveillance of channels
Requirements:
- Minimum 7 years of experience in implementing and managing voice and chat surveillance systems.
- Experience in the Asia Pacific region.
- Understanding of core banking businesses. Knowledge of voice and chat communication technologies. Proficiency in using Office tools (e.g., Excel, PowerPoint).
- Understanding of core banking businesses (Global Markets, Corporate Finance, Transaction Banking, Wealth Management) and interactions between front-officers (Sales, Relationship Managers, etc.) and their clients and other counterparties
- Familiar with the technical set-up, usage, recording and surveillance of voice and chat communication channels which are most popular in APAC and globally. Knowledge of end-to-end technical flows into archiving and surveillance back-end systems
- Very comfortable with the use of Office tools to draft process and SOP documents, analyze data and track metrics, and present clear and concise updates and executive messages to senior management
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Attention to detail and accuracy.
- Ability to work independently and as part of a team.
