Job Purpose Summary:

The incumbent will supervise the Operations Metrics & MIS unit activities, which include the process of collating operational metrics data, report preparation and coordinating with Senior Management to develop required operational metrics and reporting requirements. Additionally the incumbent will be responsible for the provision of support to operation departments/ units in the creation of KPIs.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

- Prepare operational metrics reports for Senior Management and other stakeholders to alert on failed trades/erroneous transactions which may result in decreased customer satisfaction and financial or reputation loss.

- Implements KPI’s and best practices for Manager, Operations MIS role.

- Assist/coordinate in the Business Plan Matrix/budget preparation for the division and in the quarterly updates on the targets thereafter.

- Act within the limits of the powers delegated to the incumbent.

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

- Prepare presentations and reports to Head Operation Metrics and MIS Service and other Senior Management.

- Work with Heads of operations departments to develop operational metrics reporting in accordance with set requirements and in the development of KPIs.

- Work with all Group operations department (domestic and international) to collate department/ unit data.

- To assist customers in all their queries on Bank’s product and seek solution to their requests.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Review information gathered by department staff.

- Prepare/ review reports that collate various operational/ processing data including number of failed transactions, number of duplicated transactions, number of transactions reprocess (due to erroneous entries), transactions not processed within the required turn around time (TAT) and other data as deemed to be required by senior management.

- Prepare a presentation on operational metrics on a regular basis.

- Develop, in coordination with Group IT and relevant operation departments, dynamic MIS reporting capabilities that retrieve the data directly from source systems in appropriate formats with minimal manual data massaging and manipulation.

- Manage the data gathering process.

- Ensure review/follow-up/update of internal/external auditors comments/issues. This involves liaising with the concerned heads of departments under Group Infrastructure and coordinating with Internal Audit until the comments/issues are resolved/ closed.

- Ensure coordination of requests as directed by Head Operation Metrics and MIS to meet with the actions requested in the various committee meetings.

- Work with Head Operation Metrics and MIS, and Group Operation departments to monitor and report Key Performance Indicators (KPIs) and other metrics as agreed.

- Assist to Create and maintain a system of documentation and reports for all reports/metrics.

- Carry out any other special tasks as required by the Head Operation Metrics and MIS.

D. Learning & Knowledge:

- Possess a strong understanding of reporting in a systems environment.

- Provide training to staff on data collection and extraction techniques and metrics analysis.

- Identify related areas for professional development of self and all direct reports, and act to enhance professional development of self and others.

Education/Experience Requirements:

- Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

- At least 6 years of relevant experience, preferably within a highly rated international bank