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We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Job Purpose and Role Responsibilities include (but are not limited to) the following:
Work with internal customers, Credit Approval, Shared Distribution and Product Business Managers to deliver a high standard of customer service to out serve competitors.
Deliver cost effective, reliable and high-quality processing service standard and accountable and ownership of controls and reconciliation
Operational risk Management
Deliver high quality transactional processing services on Credit Cards and Personal Loans to both internal and external customers in accordance with regulatory and Group policies/guidelines.
Relief within Operations Unit as and when required - to backup daily activities within the unit under assignment by Line Manager.
The Role Responsibilities
Money Laundering Prevention
Makes prompt report of suspicious transactions or proposed transaction according to the documented process on reporting and/or in compliance with local regulatory requirements .
Fully comply with Group Policy and Standards on Money Laundering Prevention or local regulatory requirements for the prevention of money laundering
Check all approved instructions/transactions are approved by authorized personnel(s) and processed within agreed service turn-around-time and backlog, if any, are promptly identified and resolved
Perform statistical data on processing activities are ensure high accuracy and submitted promptly
Check and ensures all instructions are evidenced with authentication prior to distribution to the relevant department for further actions
Ensure 100% processing accuracy & ensure payment / placement is made correctly without exposing losses to the Bank
Reports or highlight to Operations Checker / Manager for any discrepancy or irregularities in instructions.
Service Delivery Management
Review Service Level Agreements, Operating Instructions (OI) and propose processing improvement opportunities
Maintain satisfactory relationships with both internal and external clients and ensure services provided meet their requirements
Handle all inquiries efficiently and highlight discrepancy or irregular cases regarding portfolio in accordance with service standard and operational limits
Actively contributing to Standard Operating Procedure (SOP) improvement and team working practice efficiently, eliminating potential sources of errors
Play an active role in the execution of User Acceptance Test (UAT) on application systems changes that will affect the services in portfolio
Undertake independent investigation on client complaints to establish root cause. Initiates appropriate remedial / preventive action to resolve complaints and avoid recurrence respectively
Ensure there is no backlog with daily tasks.
Ensure transition of processing activities from other units to Operation Unit are carried out
Ensure client complaints are promptly reported to officer in charge to establish root cause and appropriate remedial/ preventive action is taken to resolve complaints and avoid recurrence.
Actively promote and instill Bank values to the workplace.
Provide guidance to new processor on the processing of functions under portfolio.
Relief other full / part time processor within the unit under assignment by Line Manager (LM). LM will assign buddy system to inter relief within the unit.
Ensure that the daily operational issues are in compliance with Bank's operational control procedures and regulatory controls
Take responsibility for operational risk exceptions/ issues within the areas of responsibility. Assist in monitoring action plans to resolve / mitigate operational risk exceptions/ issues identified through the application operational risk management tools and raise by group offices, such as Group Audit and Group Operations Risk and Group Operations
Undertake periodic review to ensure processing standards and controls standards as stipulated in Management manuals and Key Control Standards Manual are adhered to
Complete operational risk returns / reports covering functions in portfolio as per Operational risk Management Policies for the unit
Report to Operations Officer or Operations Manager for any irregularities during course of daily operations for correct and timely resolutions.
Carry out Business Continuity Plan for critical functions in portfolio and ensure recovery procedures for these functions are up-to-date and tested as per agreed schedule
Securing Documentation Management
Resolve documentation issues with all lending staff to provide client satisfaction as well as compliance with policies, procedures and regulations.
Prepare, type and process a variety of documents required to set up both routine and complex new loans in accordance with approved loan commitment.
Lodge/ inputting all required documents has been provided into RMS system.
Lodge/ re-lodge, temp out, perm out of security documents received from law firms.
Lodge document in Secure Document Unit (SDU) vault when all required legal documentation has been collected and approved.
Review loan documents and obtain proper signatures on loan documents.
Co-ordinate with relevant units to facilitate the completion of files and closing of loans in an efficient manner, including order of various documents when request, collecting legal formation documents, and other checklist items.
Assist with initial loan analysis and presentation as requested.
Maintain a proper tracking system/file for Recon, Fire Insurance and Revaluation.
Daily Report Monitoring.
Quarterly Report Monitoring for deferral charge documents to Law Firm.
May research and correct technical exception reported by Loan Disbursement Unit (LDU) team. Assist with the correction of audit exceptions, are aware of regulatory compliance requirements and credit policies and procedures to assist LDU team in identifying any exception and monitoring of loans.
Reviews a variety of loan documents such as deeds of trust, financial statements, etc. May process loan payments, loan draws, participation payments, and advances.
Secure collateral in safekeeping. Be familiar with Department Operating Instruction .
Adherence with vault control procedure.
May order services necessary for the completion of the loan process such as appraisals, surveys, credit reports, etc.
Perform related duties as assigned or as the situation dictates.
Assist clients and Bank personnel with inquiries pertaining to loan applications and documents; handle related correspondence and telephone inquiries.
Key responsibilities :
To provide Mortgage, PTL, Business Installment Loan (BIL), Secured OD, Guarantee and Trade related services to clients and to meet turnaround times as per the Service Level Agreement & productivity standards.
Handles staff referrals, client enquiries, exceptions and irregular cases in accordance with agreed service standards
Monitoring all transactions to ensure obligations/payments duly met. (Applicable to Drawdown instruction, Fire Insurance and Revaluation fees, Invoices from vendors etc)
Escalate to LM when not able to collect payment timely.
Ensure no ageing/lifespan on recon exceeded more than 30 days. Timely escalation to LM, COO and Business Head.
Ensure filing of all related papers, documents and enable easy retrieval of records wherever required
Ensure no operating losses
Ensure adherence to reporting schedules & escalate matters to superiors for advice.
Ensure compliance with money laundering policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the Supervising Officer.
Ensure strict implementation of Group policies on Client Due Diligence and processes are followed effectively.
Ensure strict compliance on Group Sanctions Procedures.
To confirm for having read and understood the Bank's Group Code of conduct and related policies.
To receive transaction documents from counter and send them to Safe after processing and then to Archival at periodic intervals as checker
To ensure and be responsible for the documents that are received, processed/returned back to clients/branches are handled safely and stored in the record room (fire proof) at the end of day and archived on regular basis as and when the transaction is completed.
To sign documents / correspondence in the capacity as provided in the DOA.
To act in complete compliance with the bank's Data confidentiality policy (End User Security Procedure) at all times which also governs sending of data to external parties over email.
To assist Unit Head, Trade Services in completion of any projects as assigned from time to time.
Vault Access and Control
Ensure compliance with vault access control operating instruction.