Head, SME Operations & Governance

Job Purpose

Lead and oversee the end-to-end Group SME business operations, ensuring robust risk management, regulatory compliance, and governance frameworks are in place. This role is responsible for shaping and enhancing operational policies and processes that promote efficiency, consistency, and robust control across the Group SME segment. By aligning operational practices with strategic business goals and regulatory requirements, the role plays a critical part in driving sustainable growth, improving customer experience, and upholding the organization’s governance standards

Job Responsibilities

Business Compliance & Governance

• Responsible for Group SME banking operations comply with internal policies, regulatory requirements, and industry standards (e.g., BNM guidelines).
• Lead compliance risk assessments and implement controls to mitigate operational and reputational risks.
• Oversee the development and delivery of compliance training programs tailored to Group SME banking staff.
• Responsible to report compliance breaches and plan corrective actions and preventive measures.

• Responsible to build relationships with internal and external stakeholders, such as Group Compliance, Group Operational Risk, internal and external Auditors, BNM on all business, regulatory and audit matters.
• Develop and strengthen the policy and process governance framework, including the establishment and enforcement of a penalty framework across GBTB, to ensure consistency, accountability, and compliance with regulatory and internal standards.

• Establish governance structures that promote transparency, ethical conduct, and sound decision-making within Group SME banking.
• Lead regular governance reviews and reporting to senior management and relevant committees.
• Ensure alignment between governance practices and strategic business objectives.

Policy & Process Management

• Develop, review, and maintain business policies that support Group SME banking strategies and regulatory obligations.
• Responsible to ensure policies are clear, practical, and consistently applied across Group SME banking functions.
• Collaborate with stakeholders to align policies with evolving business models and market conditions.
• Design and optimize end-to-end business processes to improve efficiency, customer experience, and risk control.
• Lead process reviews and reengineering initiatives to support Group SME product delivery, credit operations, and service channels.
• Implement process governance frameworks to ensure consistency, accountability, and continuous improvement.

SME Operations & Procedures

• Responsible in ensuring the Group SME reviews, card waivers & enquiries, merchant operations, Business Current Accounts are carried out accurately in accordance with timelines and guidelines.
• Lead the team to ensure consistent and timely delivery of Group SME operations within the stipulated Service Level Agreements (SLAs), maintaining high standards of accuracy, efficiency, and customer satisfaction.
• Establish and enforce data governance standards to ensure accuracy, consistency, and integrity of Group SME customer and transaction data.
• Lead data quality audits and remediation initiatives to support reporting, analytics, and regulatory compliance.
• Responsible to ensure the team comply with internal policies and external regulations related to account verification and KYC requirements.

People Management & Human Resources

• Lead, coach, and develop a high-competent team across Group SME operations and governance functions.
• Foster a culture of accountability, collaboration, and continuous improvement and learning within the team.
• Identify skill gaps and implement training or development plans to build team capabilities.
• Set clear performance goals and KPIs aligned with business objectives.
• Conduct regular performance reviews and provide constructive feedback.
• Recognize and reward high performance while addressing underperformance proactively.
• Act as a role model for company values and ethical standards.
• Assess current and future resource needs based on business growth and operational demands.
• Collaborate with HR on recruitment strategies to attract and retain top talent.
• Partner with HR to manage employee relations issues, disciplinary actions, and conflict resolution.

Skills

• Strong business acumen to align Group SME operations and governance with division’s strategy and growth priorities.
• Strong leadership and people management abilities.
• Strong grasp of compliance frameworks, risk management principles and regulatory expectations.
• Excellent ability to engage, influence and collaborate with senior management, regulators, auditors, and cross-functional teams.
• Skilled in process optimization and continuous improvement methodologies.
• Ability to assess complex issues, identify root causes and implement effective solutions.
• Strong written and verbal communication, with the ability to present complex matters clearly and persuasively.
• Commitment to embedding a service culture that enhances internal and external stakeholders experience and drives high NPS.
• Ability to make sound, timely decisions under pressure while upholding governance standards.
• Capacity to adapt to regulatory changes, business demands, and operational challenges with composure and agility.