Lead, Payment Data Operations

JOB PURPOSE

- The Lead is responsible for the safe & efficient delivery of several time critical processes relating to value transfer.

- This will include supporting the team via people leadership & overseeing workflow to ensure its dealt with efficiently & accurately in accordance with policies and procedures to ensure cost effective and best practice service.

- Work closely with stakeholders to deliver business goals by providing direction, leadership, and coaching to the team.

JOB RESPONSIBITIES

- Lead teams to oversee and deliver daily workload ensuring transactions are completed in accordance with customer service level agreements and external timeframes.

- Key point of contact for escalation, support/direction, service/performance analysis, problem resolution, appraisal, coaching, mentoring, provision of information, support and facilitation of ideas.

- Work with teams to oversee and ensure all client instructions are processed in accordance with preferences and that exceptions are escalated in accordance with established policies and procedures.

- Liaise with partners and team, and Manager/GM where required, to resolve and rectify service delivery issues.

- Ensure team is correctly resourced through utilisation of capacity management frameworks.

- Demonstrate processional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

- Monitor individual & team performance, team engagement, providing performance feedbacks including recognition and performance improvement plans.

REQUIREMENTS

- Minimum 7 to 10 years' experience in process execution and operational role, highly preferable experience in Banking or Financial Service industry.

- At least 4-6 years of experience in Leadership role.

- Excellent verbal and written communication in both English and Vietnamese.

- Leadership experience to inspire, engage and lead a team to deliver high performance for the business and ongoing career development.

- People Leadership experience & coaching experience, preferably in a operations environment.

- Demonstrated experience in operations, quality management, process improvement, project management or related function will be highly regarded.

- Operations knowledge in markets/payments including retail exposure.

- Workforce Management Skills.

- Strong interpersonal and communication skills with the ability to effectively engage and influence at all levels.