Assistant Vice President (DCORO), GCX - CX Design & Communications, Policies MY

Work closely with Head of CX Design and Communications to provide support in executing CX strategic initiatives. Main focus area will be operationalising the various CX Policies and Procedures such as Treating Customers Fairly, Customer Complaints, Customer Exits and Customer Communication. Support the development and institutionalising of CX policies and procedures within the organisation to ensure all stakeholders (including Regional teams) work in alignment to management and mitigate CX and Treating Customers Fairly risk. Support the institutionalisation of “I Own CX mindset” and driving the Customer Obssessed core value within the firm. DCORO purpose and scope is to support and ensure the Division/Department maintains an adequate and effective first line of defence risk management program. Assist the RCU to achieve full adherence with all banking laws, rules, regulations and internal policies, procedures and processes. 

1. Provide support on the planning and governance of the overall implementation and execution of Treat Customer Fairly (TCF) Policy and other CX policies within the organisation. 
2. Assist with the reporting relating to TCF initiatives to the BOARD, senior management and relevant management committees (e.g Group Operational Risk Committee (GORC) and GCXC) on the adoptation and operationalization on TCF initiatives within CIMB Group.
3. Support the facilitation and adoption of the new CX Checklist into new/revamp product, policy, processes and campaigns for adherence to the Treating Customers Fairly Policy& Procedures.
4. Assist with the review and evaluation of policies, procedures, campaigns and customer communication materials for Group Policy &Procedures and Oversight Committee (GPOC) and New Product Approvals (NPAP). 
5. Support the development and governance of customer impacting policies (owned by GCXM) and work closely with various stakeholder in Malaysia and regionally to drive adoption of the policies.
6. Provide support and assistance on any ad-hoc CX related initiatives as an when required by the Head, CX Design and Communications, Policies and Approval.
7. Work with Group Sustainability on driving projects that impacts customers from a sustainability perspective.

1. Review and perform analysis and highlight gaps/concerns or area of improvements for unit under purview. 
2. Ability to articulate clearly the gaps/concerns to stakeholders/HOD and proposed attainable and operational efficient operational solutions. 
3. Actively participate in risk initiative/plans and strategy to improve the control environment for unit under purview.

1. Ensure that the GC and GNFRM Policies and Procedures, laws/regulations/guidelines (including any updates), are communicated, to all staff within the units under purview.
2. Ensure internal Policies and Procedures and/or Standard Operating Procedures are updated by business unit under purview to address laws/ regulations/ guidelines issued, wherever relevant/ applicable;
3. Review and follow-up on any non-compliance (regulatory and operational) issues escalated within the respective units under purview for appropriate closure; 
4. Execute the operational risk framework of the bank as per GNFRM policy and procedure and ensure data is accurately recorded in a timely manner in the SHARP system for reporting and record purpose. of record 
5. For control gaps/ regulatory gaps/ compliance controls weaknesses identified, obtain agreement with unit responsible to ensure action plans (Control Issue Management - CIMs) are appropriate, prioritized, sustainable and that action plans are closed by the committed due date. 
6. Work with business unit under purview and RCU, carry out the implementation of the RCSA and ensure that the CET is updated and complete with the relevant processes / requirements / laws/ regulations/ guidelines and tested accordingly. 
7. With the support from RCU, provide on-going compliance and operational risk awareness training as required. 
8. Provide guidance as needed to support the business in meeting their risk objectives
9. Complete and support any ad-hoc tasks assigned by supervisor.

1. Ensure that the GC and GNFRM Policies and Procedures, laws/regulations/guidelines (including any updates), are communicated, to all staff within the units under purview.
2. Ensure internal Policies and Procedures and/or Standard Operating Procedures are updated by business unit under purview to address laws/ regulations/ guidelines issued, wherever relevant/ applicable;
3. Review and follow-up on any non-compliance (regulatory and operational) issues escalated within the respective units under purview for appropriate closure; 
4. Discuss with and obtain approval from the HOD and RCU before escalating and reporting the regulatory non-compliance issues; 
5. Support RCU to effectively implement and execute all the policies and procedures owned by Group Compliance within the division/department/branch to achieve sound compliance risk management practices and reporting
6. Support RCU in performing gap analysis for the new and/or updated legal and regulatory requirements and take appropriate action to closed the identified gaps.
7. Support RCU to effectively identify, manage and monitor compliance risk within the div./dept. using compliance risk tools 
8. Conduct compliance controls self-testing in accordance to the methodology documented in Group Compliance Policy and Procedures, Group AMLCFT and TFS Policy, Group Sanctions Policy and Procedures, Group Watchlist Policy and Procedures.
9. For control gaps/regulatory gaps/compliance controls weaknesses identified, obtain agreement with unit responsible to ensure action plans (Control Issue Management - CIMs) are appropriate, prioritized, sustainable and that action plans are closed by the committed due date. 
10. Support RCU and unit under purview in internal/external audits or GC reviews. 
11. Obtain the Compliance Declaration Form from new employees (as and when they join) within the units under purview and retain the same for review by Group Compliance/GIAD/ regulators as and when they deem fit; 
12. Complete and support any ad-hoc tasks assigned by supervisor.
13. To act as the liaison in relation to all compliance related matters within the Division/ Department; 
14. To carry out the implementation of the RCSA programme within the Division/Department, and ensure that the RCSA is updated with the relevant legal and regulatory requirements and tested accordingly;

1. Comply with HR performance processes and meet internal Risk Controls Tester KPIs
2. Complete the required training assignment and ensure solid understanding of the framework, tools and system

1. Support RCO in ad hoc thematic/deep dive reviews on processes and controls for assigned portfolio. 
2. Liaise with business support team (as and when required) to determine corrective action plan for gaps identified and work towards closing the gaps.
3. Promote a reverence for strong risk management by applying knowledge and understanding of business products, services and processes
4. Collaborate across various stakeholder groups, determine best methods of communication and establish escalation model
5. Promote guidance as needed to support the business in compliance with operational risk and compliance risk management framework