Premium Lounge Manager

Key Accountabilities

Supervision of Subordinates

• Organize and supervise the operational activities and work of subordinates to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.

• Provide on-the-job & system training with constructive feedback to subordinates to support their overall development.

• Manage in the capacity of Branch Manager all CB Premium activities in absence of SVP/Director of Premium Banking in CB Premium Lounge business model

Budgets and Plans

• Contribute to the preparation of the budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues and areas of unsatisfactory performance are identified.

Premium Lounge Value Proposition

• Check, monitor CB Premium Lounge literature displays/branding instrument, and request installation of new materials (if necessary), in order to ensure compliance against set CBQ Premium Lounge guidelines.

Premium Lounge Management

• Recommend manpower staffing for Premium Lounge team under this position’s area of responsibility based on set CBQ Premium Lounge target and mission statement, in order to ensure that Premium Lounge manpower needs are sufficiently addressed.

• Manage and supervise all operational activities occurring within Premium Lounge premise (such as but not limited to opening and closing of Premium Lounge premise, security alarm, and Premium Lounge registers control), in order to ensure integrity of CBQ Premium Lounge premise.

• Manage and supervise reporting Anti-Money Laundering cash deposits in order to ensure compliance to CBQ Premium Lounge operation standard and guideline.

• Manage and supervise all financial and non-financial transactions/ amendments passed during the day (including but not limited to email instruction checking, custodian of vault cash and approving/rejecting documents forwarded via document scanner and CRM, approving/rejecting account opening through Digital Account Opening with due diligence), in order to ensure compliance to CBQ Premium Lounge operation standard and guideline.

• Review and recommend credit facilities within the bank policy to existing and or new CBQ Premium Lounge customer in order to optimize business opportunity for the bank.

Premium Lounge Performance Management

• Motivate employees and ensure their performance is evaluated according to policies and procedures, in order to drive performance culture within CBQ Premium Lounge team.

Premium Lounge Relationship Manager

• Receive, allocate and inspect CBQ Premium Lounge customer complaint and query management, in order to ensure speedy and effective resolution to complaints and or queries.

• Implement Premium Lounge initiatives to promote self-service channels by encouraging staff to educate customer use of alternative channels (ATMs, POS, Call Centre, SMS, Bank Direct, etc), in order to drive profitability to optimization of services.

• Ensure the service level standards are delivered as evidenced by satisfactory mystery shopping score & net promoters score (NPS).

Premium Lounge Capability Building

• Conducting recruitment for new employees when needed and arrange trainings and capability development programs for new joiners, in order to provide smooth on boarding program for the employees.

• Coach, give feedback and review capability of Premium Lounge staffs, in order to ensure that the team’s capabilities are able to drive business performance target.

Premium Lounge Reporting

• Create periodic and or ad-hoc reports for SVP/Director of Premium Banking, in order to provide visibility on the team’s achievement against established business target.

Other Accountabilities

Change Management

• Lead and direct the management of change through continuous improvement of departmental systems, processes and practices considering ‘international leading practice’, changes in international standards and changes in the business environment which demand proactive action plans.

Policies, Systems, Processes and Procedures

• Develop and oversee the implementation of functional policies, procedures and controls in order to ensure that all activities are conducted in compliance with risk, audit, and regulatory requirements while delivering a quality, cost-effective service.

Quality, Health, Safety, and Environment

• Ensure compliance to all relevant quality, health, safety and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.

Related Assignments

• Perform other related duties or assignments as directed.

MIS and Reports

• Ensure that all departmental reports are prepared timely and accurately and meet CBQ department requirements, policies and standards.

Wealth Management Services

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Provide consultation in market-leading investment and asset management.

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Provide individually tailored wealth management profiling to reflect investment requirements.

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Provide services on dedicated investment and trading lounge.

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Provide portfolio of investment products and services to customers, with information and guidance.

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Acquire new referrals/relationships in line with wealth strategy.

A.

Customer Acquisition and Retention

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Acquire new relationships in line with the strategy as well as broaden existing relationships through achieving a greater share of the wallet and higher cross sell ratios.

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Solicit client feedback on value proposition and for new product ideas and ensure communication of customer feedback to Segment Management team.

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Continuously build Relationship Management through conducting joint meetings with respective Relationship Manager in office and external visits.

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Manage all customer issues and complaints and carry out all investigations with the aim of providing instant resolutions to uphold customer confidence with the bank and ensuring continued business.

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Liaising with internal and if required external stakeholders to escalate complaints to find meaningful and timely resolutions.