Job description
Create your future with Affin! You too can make a difference. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too. 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.