• Handle general enquiries / complaints and resolve issues; drive fast and accurate transaction processing to serve customers in accordance with standard procedures 提供優質客戶服務予到訪分行的客人
• Promote and cross-sell general banking products and e-banking platform and services 介紹銀行一般產品及服務
• Promote and drive the usage of e-Banking and digital channel 介紹ebanking+銀行電子服務

• Build and maintain strong relationships with clients, partners, and stakeholders
•  Develop and implement effective strategies and promotion campaigns to deliver business results and meet performance targets
•  Collaborate with internal teams, including operation teams, to ensure a seamless execution of strategic projects with clients
•   Monitor performance metrics to track progress and identify areas for improvement

The role is required to work in Macau office.

• Identify, assess, and mitigate compliance risks associated with our products, services, customers, and third-party relationships

• Identify and report suspicious transactions to the relevant authorities, and maintain accurate records of all AML-related activities

• Analyze on-chain transactions to identify patterns indicative of money laundering, fraud, or other illicit activities

• Establish and maintain relationships with regulatory agencies to ensure compliance with relevant laws and regulations, and to report compliance issues

• Monitor changes to laws, regulations, and industry standards, and recommend updates to our compliance program as needed

• Formulate, review and update policies and procedures

• Handle inbound and outbound calls, and resolve customers enquiries, transactions and requests on investment products and services related
• Escalate issues as appropriate and ensure accuracy and compliance of all requests to be completed with good quality standards

• Conduct AML Compliance review / testing
• Assist in planning periodic AML compliance reviews / tests on the Bank's AML / CFT program against compliance testing policies, procedures and regulations
• Implement remediation of compliance deficiencies (discover both internally or externally) within the Bank
• Advise business stakeholders on AML operation controls and investigations from regulators and/ or industry associations

• Act as a contact point to drive digital customer journey for innovation and experience uplift Manage digital transformation for retail banking business as a whole
• Identify, plan and implement digital business initiatives with various internal and external stakeholders
• Coordinate the implementation for innovation and enhancement initiatives throughout the whole project development cycle
• Assist the team to drive the digital process outcomes

• Handle general administrative task for the department
• Prepare report for management's review
• Handle enquiries via phone call and email from clients

• Conduct alerts investigation and escalate cases of suspicious activity
• Collect and document evidence on suspicious transactions
• Conduct statistical analysis on alerts generation / clearance
• Prepare Suspicious Transaction Reports
• Provide regulatory updates to management and business stakeholders from time to time

• Develop weekly cash flow forecasts to assist management in decision-making.
• Oversee the budgeting process and regularly provide variance analysis for various business units and departments.
• Manage the review process for Key Performance Indicators (KPIs) and Business Performance Indicators (BPIs), along with other performance metrics.
• Support the preparation of management reports and presentations.
• Coordinate and carry out corporate finance tasks, such as planning holding structures.
• Perform financial analyses, including variance and trend analyses, and financial modeling.
• Manage daily finance operations, including the preparation of compliance documents.
• Contribute to process improvements and create internal policies, guidelines, or procedures to optimize finance operations.
• Engage in digital transformation initiatives.

• Conduct negative news search and name screening of clients
• Perform KYC routine review and non-routine review
• Ensure all related procedure and documentation required to complete KYC review are properly executed in compliance with regulatory requirements and internal AML policies
• Conduct procedure reviews on an on-going basis and ensure adherence to regulatory requirements and internal policies
• Work closely with business units to provide effective KYC review support services
• Liaise with related stakeholders on KYC review related matters
• Manage and monitor the KYC review progress
• Prepare and review management reports
• Perform other ad hoc tasks as assigned by Team Head and/or Division Head

•   Conduct alerts investigation and escalate cases of suspicious activity
• Collect and document evidence on suspicious transactions
• Conduct statistical analysis on alerts generation / clearance
• Prepare Suspicious Transaction Reports
•  Provide regulatory updates to management and business stakeholders from time to time

• Translate chatbot conversations from English to Traditional Chinese and Simplified Chinese 
• Understand nuances, tone of voice and different cultural mannerisms in chat in different languages
• Experience with banking related topics