Lead Operations Processor

In this role, you will:

• Support management in the day-to-day supervision of less experienced team providing guidance, and resolution to issues contributing to overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools within Operations group
• Perform or guide others on complex escalated issues that require planning, evaluation, and interpretation
• Prioritize work and provide daily work leadership and mentorship to team
• Provide training and technical guidance to less experienced staff
• Lead or contribute to implementation of new or revised processes and procedures that require coordination among operation teams
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
• Serve as a resource to other departments on transaction structure, documentation, and company policies

Required Qualifications:

• 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Bachelor's degree holder, preferable business course
• 6 + years' experience in banking operations (Commercial Banking or CIB)
• Experience in banking operations or any of the following: payments/settlements/fund transfers, Trade & Securities, Custody related to banking products
• Knowledge on Message types SWIFT, FED WIRE, CHIPS, Telex and IntelliTRACS system an advantage
• Good in both verbal and written communication skills
• Good investigation and problem solving skills
• Organizational and detail oriented skills
• Sound risk management mindset and good understanding of compliance - AML/OFAC
• Ability to handle high volume and short SLA or turn around time
• Ability to work in changing and fast paced work environment
• Ability to manage and prioritize work to meet deadlines despite frequent interruptions, able to multi task
• Able to work independently and provide support on flexible hours/working days
• Able to perform shift work (incl. Night Shifts) and report on public holidays if fall on Mondays to Fridays

Job Expectations:

• The Level 4 team member will be responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers.
• Resolves themost complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.
• Duties include: communicating with other departments, managers or vendors to resolve customer issues across locations (US, HK and global representative office);
• Team lead responsibilities including providing assistance to less experienced team members and Level 3s; Act as a Subject Matter Expert, Cascade new processes/handling, mentoring on case handling, providing domain process training to new team members (Designated Trainer), providing training feedback, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced team members.
• 90% Verification of cases & case allocation; 10% Reports (Daily status reporting, Error marking) and other reports assigned by manager
• Sound knowledge of multiple inquiry types such as: Unable to Apply, Debit Authorization, Amendment & Cancellation, and Return of funds/payments
• Sound ISO Knowledge on PACS, CAMT, PAIN Messages.