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Credit Surveillance Officer - Sales Support, SME Banking Division

Credit Surveillance Officer - Sales Support, SME Banking Division

Bank Islam Malaysia BerhadKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Position Overview : The Head of Sales Support for the SME Banking Division is responsible for overseeing the department's day-to-day operations, ensuring the efficient and effective delivery of services to SME customers. This leadership role requires a highly skilled individual to manage, motivate, and guide the Sales Support team while continuously driving process improvements.

Key Responsibilities :

Operational Efficiency and Process Improvement :

  • Continuously review and refine internal processes to ensure operational excellence, improved productivity, and superior service quality.
  • Implement best practices to streamline workflow, reduce redundancies, and optimize service delivery in line with the Division's goals.
  • Identify and implement process automation and technological advancements to improve department efficiency.

Compliance and Risk Management :

  • Ensure all departmental activities comply with internal policies, guidelines, and external regulatory requirements.
  • Conduct regular assessments and audits to monitor compliance and mitigate risks associated with non-compliance.
  • Collaborate with the legal, compliance, and risk teams to ensure all processes adhere to the highest standards of industry regulations.

    • Stakeholder Communication and Relationship Management :

  • Serve as a liaison between the SME Banking Division and internal departments to ensure smooth coordination and resolution of operational issues.
  • Cultivate and manage strong relationships with senior-level contacts within the organization, as well as external partners such as SJPP (Syarikat Jaminan Pembiayaan Perniagaan), industry bodies, and other stakeholders.
  • Maintain regular communication with cross-functional teams, including Sales, Operations, Compliance, Risk, and IT, to ensure alignment with organizational goals.

    • Submission and Reporting :

  • Ensure that all required submissions, reports, and documents are prepared and submitted on time, in line with internal and external deadlines.
  • Oversee the preparation and accuracy of reports related to sales performance, customer service, and departmental performance.
  • Ensure timely submission of necessary documentation to regulatory bodies and industry partners.

    • Performance Monitoring and Continuous Improvement :

  • Set clear performance targets and KPIs for the Sales Support team, ensuring the team meets or exceeds these goals.
  • Conduct regular performance reviews, providing constructive feedback and identifying opportunities for development and training.
  • Continuously monitor industry trends, regulatory changes, and customer feedback to adapt and improve services and processes.

    • Strategic Leadership and Team Management :

  • Plan, manage, and oversee the overall operations of the Sales Support Department within the SME Banking Division.
  • Lead and manage a team of Sales Support staff, ensuring high levels of motivation, engagement, and performance.
  • Coach and support team members to maintain a high standard of service delivery and technical proficiency.
  • Foster a culture of teamwork, excellence, and customer-centricity within the team.

    • Job Requirements :

  • Bachelor’s degree in Business Administration, Finance, or a related field.
  • At least 8-10 years of experience in a Sales Support or related role within banking, finance, or a similar industry, with at least 5 years in a managerial or leadership position.
  • Experience in the SME Banking space or similar financial services domain is highly preferred.
  • Proven leadership abilities with a track record of successfully managing teams and driving performance.
  • Strong understanding of sales support processes, customer service excellence, and operational efficiency.
  • Deep knowledge of banking regulations, compliance standards, and industry best practices.
  • Exceptional communication skills, with the ability to engage with senior executives, regulatory bodies, and industry stakeholders.
  • Strong problem-solving abilities and strategic thinking.
  • High level of attention to detail and organizational skills.
  • Results-oriented with a strong focus on achieving departmental and organizational goals.
  • Highly motivated and driven, with the ability to inspire and lead a team through challenges.
  • Ability to thrive in a fast-paced, dynamic work environment.

    • Bank Islam Malaysia Berhad is the pioneer of Islamic banking system in Malaysia, providing a wide range of products and services to meet the financial and banking needs of all Malaysians.

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