Manager - Personal Financial Services (Compliance and Governance)

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Functional (job Responsibilities)
Compliance Responsibility: -

• Manage Mystery Shopping initiatives by lead the end-to-end execution of the programs, collaborating with external vendors and internal stakeholders across various HLB divisions.
• This includes initiating process improvements based on findings, reviewing vendor reports for accuracy and relevance, and overseeing the evaluation and refinement of PFS product questionnaires.
• Ensure all Mystery Shopping observations and action plans are tracked and resolved through structured follow-ups
• Execute Monthly Customer Satisfaction Surveys (CSAT) across PFS core products: Mortgage Loan, Auto Loan, Personal Loan, Credit Card, Balance Transfer, and Quick Cash etc
• Analyze survey feedback to identify service delivery gaps and operational inefficiencies.
• Work closely with PFS, Business Channel (BC), and...