About this role
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.