Support & Quality Officer

About the role

The Support & Quality Officer provides centralized operational support, quality assurance, and governance oversight for the bank's Wealth Centers. The role ensures efficient service delivery, regulatory compliance, risk control, and continuous process improvement across all channels.

Key responsibilities

• Assist frontline teams in resolving customer service and operational issues, coordinate case closures and remediation.
• Manage VIP and critical customer complaints to prevent escalation.
• Execute and validate upgrade, downgrade, and retagging requests across all bank channels, and produce monthly tracking reports.
• Monitor daily account‑opening reports, update SOPs and SLAs, and enhance BPM, CRM Dynamics, and CRM Next systems.
• Maintain Wealth Access Matrix, Authority Matrix, RCSA, KRIs, and ensure compliance with FATCA, CRS, and ODD.
• Oversee system access for new and existing staff, identify training needs, and coordinate performance‑enhancing programs.
• Support regulatory follow‑ups, court cases, SCA exam bookings, licensing, and CPD hour tracking.
• Perform any additional duties assigned by the Head of Wealth Management.

Required profile

• Experience in operational support or quality assurance within wealth management or banking.
• Familiarity with regulatory frameworks such as FATCA, CRS, and ODD.
• Strong analytical mindset with ability to design and implement process improvements.

Required skills

• BPM (Business Process Management) systems
• CRM Dynamics
• CRM Next