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JOB PURPOSE

To lead the Surveillance team in ensuring post-disbursement customer satisfaction, detecting irregularities in GEB account openings, investigating staff misconduct, and monitoring marketing expenses to uphold compliance with internal policies and regulatory standards.

Customer Call-Back & Satisfaction Monitoring

• Check and verify the call-back exercise for newly approved and disbursed GEB customers.

• Assess customer satisfaction and detect potential misconduct by credit and sales personnel.

• Maintain and report satisfaction ratings and feedback trends to relevant stakeholders.

GEB Account Opening Surveillance

• Conduct sample checks on newly opened GEB Current Accounts.

• Identify irregularities and enforce rework penalties where applicable.

• Provide insights and recommendations to improve account opening processes.

Staff Misconduct Investigation

• Undertake investigations into staff misconduct in accordance with Internet Consequence Management guidelines and Bank policies

• Document findings and support disciplinary actions where necessary.

Marketing Expense & Inventory Audit

• Conduct a minimum of one yearly inspection/audit of Marketing Expenses (ME) accruals and utilisation from Generali.

• Perform half-yearly stock counts of gift vouchers/cards and merchandise items.

• Ensure proper usage, reconciliation, documentation, and compliance with approved budgets and policies.

• Highlight discrepancies and recommend corrective actions.

JOB REQUIREMENTS

• Bachelor’s degree in Business, Finance, or related field.

• Minimum 3 years of experience in banking compliance, audit, or surveillance.

• Strong understanding of SME banking operations, onboarding processes, and branch procedures.

• Experience in customer due diligence, account opening compliance, and customer monitoring.

• Proven experience in investigations and stakeholder management.