Manager Surveillance

**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.