Duties and responsibilities
- Ensuring day-to-day follow-up of the team members by coaching and verifying the performance of the monitoring and control activities
- Determining, with the support of the Head of Customer Hub and the Compliance Departments, the first line of defence control and monitoring plan for the upcoming year (and adapting, where required)
- Executing part of the first line of defence controls and monitoring plan, including tasks requiring direct contacts with customers
- Carrying out of testing to ensure that controls are working as intended
Reporting (through dashboards) to the Head of Customer Hub, Heads of Compliance functions and respective Executive Committees on the executed controls
- Identifying and reporting new/existing risks to the Head of Customer Hub, Heads of Compliance functions and respective Executive Committees on domains such as AML, MiFID and Market Abuse
- Escalating to Compliance Department as and when required
- Defining (with the support of the Compliance functions) and updating the first line of defence policies, procedures, training plans and working instructions relating to the monitoring activities
- Communicating and interacting with the second line of defence on escalated files, necessary trainings for the first line of defence officers or on findings and proposed corrective measures
- Participating to the set-up and follow-up of IT changes and developments which concern the BRCM Team as a “Retail Control” department
Required knowledge, skills and experience
- At least 4 years of experience in the first or second line of defence
- Possessing a good understanding of AML, MiFID and MAR
- Outstanding coaching capacities to ensure a day-to-day follow-up of the BRCM Team members efficiently in their tasks to reach control objectives
- Well-developed communication skills to clearly inform the team members on the tasks to perform and provide feedback on the performed tasks
- Strong organization, planning and prioritizing skills to execute the planned controls
- Excellent eye for detail with a heavy focus on accuracy and delivery
- Ability to work under pressure and use own initiative to reach control objectives
- Excellent reactive capacities and problem-solving capacities
- Capability to work autonomously and independently, but also have the awareness of when to consult Business Heads and Compliance
- Strong capacity to work in a team and to cooperate with other departments
- Proficiency in English and Dutch or French language
Duties and responsibilities
- Advocating and enabling user-centred research and design practices
- Building insight on digital channels performance, to enable evidence-based decisions on future developments
- Owning assigned product roadmaps and managing the delivery of all set initiatives and projects
- Communicating projects/functionalities roadmaps to all stakeholders
- Leading a team of Product Managers and Product Owners to define requirements for each feature, and ensuring that the planning and prioritisation is in-line with the value of the new feature will deliver to customers and the business
- Providing analysis for new initiatives by creating business and functional specifications that are in line with best practices and delivered in a timely fashion
- Delivering ideas and constant market benchmarks
- Providing leadership, development and coaching of supervised teams
- Actively engaging and supporting the development of team members to ensure better performance and succession planning
- Identifying and instilling best practice, processes and systems and drive continuous improvement environment
- Responding to escalated customer service complaints connected to digital channels services and functionalities
- Being responsible for establishing product KPIs and ensuring that they are achieved or maintained throughout the product life cycle
Required knowledge, skills and experience
- A minimum of 5-7 years’ experience in owning and delivering product initiatives from start to finish
- Previous Digital Investment and Wealth Product Management delivery experience is a must
- Have a strong understanding of the propositional development process and product innovation
- Experience in customer journey mapping and analysis, and the ability to draw insight and action from customer feedback
- Previous experience in managing/coordinating a team
- Strong stakeholder management skills, and the ability to work and learn quickly in a fast paced, fun and dynamic environment
- Good knowledge of core IT concepts and building / iterating products in a digital environment is a plus
Duties and responsibilities
- Defining market opportunities within the investment sector, determined by an analytical assessment. You will translate the market needs into product specific criteria and support the product development and commercialisation process
- Carrying out research to determine customer needs and expectations to develop new products within the Investment and Wealth digital product streams
- Providing market-driven input to individual product plans and strategy and managing the product’s life cycle by analysing product direction, pricing, profit plans and product development
- Regularly monitoring and analysing data pertaining to products and competitive markets to provide insights, observations, and recommendations to obtain goals
- Assisting with the preparation of product training presentations and other various internal presentations
- Creating necessary product sales support and training information, including product feature summaries, competitive evaluations, and pricing comparisons
- Providing the marketing team with information for promoting products and assisting with the development of the marketing strategy
- Helping resolve quality issues and drive changes that affect P&L
- Participating in user/customer observation and take an active role in leading some efforts
- Working closely with internal and external stakeholders, to make sure the propositions you develop will meet customer needs and be compliant with regulations
- Performing additional responsibilities as requested to achieve business objectives
- Being an expert in the digital Investment and Wealth subject matter expert (SME), supporting all functions as needed, eg. Broker platforms
Required knowledge, skills and experience
- Previous digital Investment and Wealth product management delivery experience is a must
- Have a good understanding of investment regulations and the related regulatory environment
- A minimum of 5 years’ experience in Product Management
- Thorough understanding of the European banking industry (the Malta specific regulation is a plus, but not essential)
- Excellent command of English languages
- Ability to work independently and high attention to detail
Duties and responsibilities
- Providing support to customers via telephone, emails and secure messages whilst abiding by applicable policies and procedures
- Encouraging customers to execute standard transactions online by guiding them through the process
- Ensuring that customer communication is timely and meets high quality standards as well as regulatory and legal requirements
- Processing online banking applications timely and effectively
- Meeting set KPIs related to service level, lead generation, appointment booking and cross-selling
- Maintaining and improving data quality
- Processing assigned tasks including but not limited to data remediation, inheritance settlements, handling of operations and compliance reports
Required knowledge, skills and experience
- MQF Level 4 Standard of education or higher
- Previous experience in a customer service role
- Excellent verbal and written communication skills in both the Maltese and English languages
- Basic knowledge of banking and financial products will be considered an asset