Executive Officer, CRU - Fulfilment MY

Manage day-to-day statement and fulfillment requirement of the department's operations to best support the activities of the Statement printing requests.

1. Root Cause Analysis

• Conduct Root Cause Analysis (RCA) on complaints handled by CRU and identify areas of opportunity within process and performance.
• Ensure rigor and governance is sustained within the ongoing RCA process to support clear identification and escalation of key operation risks.

1. Process Improvement

• Work collaboratively with the Business Units & Process Owners to address and close operation gaps and system defects.
• Drive process improvement initiatives.
• Assist in validation exercise on FLR cases, Wrong tagging of Complaints/Enquiries by First  Tier Touch Points prior to escalations to CRU.

1. Governance

• Review and update CRU’s Standard Operating Procedures (SOPs). 
• Perform Management and Regulatory reporting.            

1. Account Statement Request

* All incoming ITSR, 1View, RUBIK and IVR Statement requests are fulfilled on daily basis

* Follow up on escalated statement requests that have been escalated to respective Business Units (eg:

  1P team, HP team etc)

* Reply all incoming / outgoing emails and phone calls when necessary with regards to statement 

   process enquiries or follow up by requestors (Call Centre, Branches, CRU and other BUs)

* Track all pending, new and follow up statement request which have been escalated to BUs on weekly

   basis and perform necessary follow up until request completed. 

*Update all requests attended in Daily Tracking file and compile for tracking purpose as well as maintain

  own record on ad-hoc tasks attended for each day. 

* The listing from Daily Tracking file must be updated into Group Master Tracking file on the same day 

   or the next day for reconciliation and mailing out purpose. 

* To prepare necessary cover letters with correct details for Mailing Out purpose to customer or fill out 

   ABX docket for courier to branches/customers. 

* To update the statement master file with current status of SR attended by Self or Statement Team

* Assist to write address and details in the ABX dockets to be courier out for the team when assigned 

  by TL or assistant. 

* Update ABX docket information in master file in timely manner or whenever assigned by HOS / Team

Lead Or Assistant.

* Perform Data entry in Statement master file when required or assigned by HOD / TM / TL / assistant. 

* To participate in any new ad-hoc task needed to ensure smooth running of Statement team activities

   and also CRU Fulfilment activities as a whole

* Keep abreast with banking products and service knowledge

* Compile and furnish statistics as required by Team Leader from time to time. 

* Comply with statutory and company's rules and regulations (e.g. HR Policy / BAFIA / Code of Ethics

Etc)