Credit Operation Support Manager

The key purpose is to manage the operation and performance of the Centralized Scheduling Team, customer service and cross-functional coordination. The role is aimed at ensuring target achievement of the Credit Operations Support/ Credit Network Management within its budget and seeking growth opportunity in assigned areas and manage additional responsibilities/ projects assigned from time to time.
The role reports to Head of Credit Operation Support Department and is one of the key management positions in Credit Operations Division.
1. Centralized Scheduling process:
• The role will ensure that the centralized scheduling process is operated smoothly and professionally, complied with branch network policy and business code.
2. Customer service quality:
• Ensure the best quality of customer service wherever customers are met and serviced at any stages in Credit Operations.
3. Internal Credit Operations processes:
• Enhance and renovate internal processes, minimize data processing time of ROs as well as KYCOs.
4. Training:
• The role is responsible for training ROs/KYCOs to optimize the internal processes.
5. UAT Testing:
• The role is responsible for leading UAT Testing at Credit Operations Division.
6. Analysis and Report:
• Analysis and report of COS performance is critical. The role is to ensure that COS performance will be recorded, analyzed, and reported to Headquarter on a regular basis with accuracy and time bound, along with comments and recommendations.
7. Other responsibilities:
• Liaison with related departments (Credit Initiation Unit, Information Technology) to streamline processes, ensure maximum and timely flow of loan application being forwarded to ROs/underwriters every working hour.
• Document changes related to process enhancement.
• Ensure that staff stay up to date with business and product knowledge.
• Motivate and supervise staff to meet departmental goals.
• Monitor and manage team to follow Company's quality and service standards.
• Receive other tasks (ad-hoc or regular) assigned by COS Head to get the good result in business.