Job Description
Manager/ AVP, Governance & Project Legacy (GETB)
This role is responsible for managing the performance of the Minor Alteration, Payment Services, and Suspense Management functions, including Alteration of Personal Information, Maturity Payouts, Benefit Payouts, Suspense Refunds, and related activities. The position involves supervising, coordinating, and guiding the team to support Customer Service operations and facilitate enhancement implementations, ensuring alignment with company policies, regulatory requirements, statutory obligations, and Shariah compliance.
Key responsibilities:
- Manages the operations and service delivery, resources and capacity planning, of Certificate Servicing (CES) for Minor Alteration and Suspense Management.
- Ensures team deliver and achieve all the Service Level and Quality targets according to Department/Company stipulated KPIs, e.g. Customer Satisfaction Score (CSAT), Quality Check (QC) Results, and so on.
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