Assistant Vice President, Loan Operations

Accountability:

1. Execute and support operational plans aligned with departmental and organizational priorities.
2. Ensure delivery ownership and accountability for outputs against defined KPIs at team and process level.
3. Support resource planning and utilization, ensuring alignment with departmental direction and operational requirements.
4. Monitor operational performance and variances, ensuring timely escalation and implementation of corrective actions. 
5. Promote continuous process optimization and efficiency enhancement initiatives across operations.
6. Implement and maintain structured workflow and queue management disciplines to ensure smooth operational throughput.
7. Support and utilise capacity and productivity monitoring practices to enhance team and process performance.
8. Support and coordinate insourcing and process standardisation initiatives to ensure consistent and scalable operations.
9. Drive adoption of a value-added service delivery approach through continuous improvement and operational discipline.
10. Ensure transaction processing accuracy and timeliness in line with defined procedures, controls, and SLA requirements.
11. Maintain robust operational risk and control frameworks.
12. Monitor KRIs, risk logs, and control indicators using data-driven approaches.
13. Ensure timely incident escalation, containment, and recovery with minimal customer impact.
14. Enforce transparent reporting culture, adhering to “Bad news first, fast” principle.
15. Drive root cause analysis and sustainable remediation across issues and incidents.
16. Ensure adherence to BCM and operational resilience frameworks in line with Group and regulatory requirements.
17. Support maintenance and readiness of BCM documentation, recovery plans, and procedures across critical processes.
18. Drive and support team preparedness through training, testing, and awareness initiatives.
19. Ensure effective resource readiness through cross-training, backup planning, and manpower allocation.
20. Support implementation of recovery strategies and ensure effective execution during disruptions and crisis scenarios.
21. Provide operational leadership and guidance to foster a disciplined, high-performing team environment.
22. Support continuous learning, upskilling, and on-the-job capability development aligned with operational and future needs.
23. Ensure structured supervision, coaching, and performance management practices across team members.
24. Support succession readiness and capability building to ensure continuity of operations.
25. Demonstrate and reinforce SMBC core values in daily operations, decisions, and team behaviors.
26. Support and ensure effective coordination with stakeholders across operational deliverables to maintain execution alignment.
27. Implement and maintain structured governance and execution practices to support disciplined delivery tracking.
28. Support resolution of cross-functional dependencies and execution bottlenecks through timely escalation and coordination.
29. Ensure accountability for timelines, deliverables, and outcomes at team and process level.
30. Drive timely escalation and support decision-making to ensure adherence to delivery commitments.
31. Support and drive adoption of technology, automation, and innovative solutions to enhance operational outcomes.
32. Represent and support the Voice of Operations/SSC in transformation and system design forums.
33. Ensure operational requirements are embedded in solution design and implementation.
34. Support participation in SDLC / Agile delivery cycles, including requirement validation and acceptance activities.
35. Co-ordinate and support UAT planning, execution readiness, and validation of solutions prior to deployment.
36. Ensure adherence to applicable regulatory requirements, HO policies, and internal compliance standards across operations.
37. Support implementation and execution of RCSA / MISI programs, including identification and remediation of control gaps.
38. Maintain ongoing validation of control effectiveness and compliance posture at team and process level. 
39. Support audit readiness and act as liaison for audits at operational level, ensuring quality and timely responses. 
40. Ensure timely closure of audit findings with sustainable remediation and proper documentation.
41. Support and ensure implementation of KPI and operational performance frameworks across processes and teams.
42. Ensure accuracy, integrity, and consistency of performance data and reporting outputs.
43. Conduct and support performance analysis to identify trends, risks, and improvement opportunities.
44. Provide timely and accurate reporting to management and governance forums at operational level.
45. Translate performance outcomes into actionable improvements and support implementation of corrective actions.

Authority:

1. Approve day-to-day operational decisions within delegated limits to ensure smooth execution and operational continuity.
2. Allocate and manage resources and prioritize workloads across team and process level to meet operational requirements.
3. Support and implement process changes within approved frameworks to enhance efficiency and control effectiveness.
4. 1. Stop or suspend processing where control breaches or risk concerns are identified
   2. Escalate issues to:
   • • Senior management
     • Risk / Compliance
   3. Enforce adherence to control frameworks
5. 1. Support and represent SSC in governance forums / committees at operational level.
   2. Provide operational input and support sign-off for:
   • • New processes / migrations
     • SLA agreements
6. Propose and support implementation of:
   • Automation initiatives
   • Process redesign
7. Engage and support collaboration with technology / transformation teams to implement solutions effectively.