Job Title: Manager, Compliance

Report to: Director and CFO

POSITION SUMMARY

• Manage Compliance matters including management of Compliance System (CPMS)
• During “low peak” periods, to support company with legal matters, including business and advisory support to the management team, contract drafting review and negotiation in ensuring compliance with local laws.
• Expected Traveling for compliance Matters : Korea HQ for compliance meeting (x1), Trips within SEA mainly to Singapore for compliance meeting (x2)
• Train employees of applicabe laws, internal policies.
• Review and improve internal process.

POSITION QUALIFICATIONS

Qualification: 

• Law graduate (not necessarily a barrister or holding lawyer license).

Experience

• At least 7-8 years working experience as compliance person or legal. Should have some experience as in-house compliance personnel, or worked in CPA Firm’s Internal Auditing Division. It is not necessary that candidate has worked in MNC or major/international CPA/law firm but such experience is a bonus.

Communication Skill:

• Excellent communications skills and proficient in Local Language. Able to communicate comfortably in English (written and oral). Ability to speak Korean will be an added advantage

(not compulsory)

Traits:

• Independent at work and is highly motivated
• Excellent interpersonal skills and is resourceful
• Possess commercial acumen

Compliance Skill:

• Experience in handling legal compliance risk issues, example setup compliance system, conduct compliance training, prepare compliance manual, conduct compliance test, support compliance helpdesk, investigate compliance violations, conduct compliance auditing.

Legal Skill:

• Proficiency in Business and Commercial Law, Contract Law, Customs, Investment.

Major Challenges / Typical Problems Encountered:

• Manage compliance issues
• Ensure compliance with local laws, rules and regulations

Contact: Ms Jess (Hau)

• Tel: 08 3915 4343
• Email: Jess.nguyen@firstrecruitment-asia.com

RESPONSIBILITY

To lead the VIP Clients strategy of the Membercard program to drive increasing loyalty and brand equity for the company brand.

Define the strategy of the Loyalty program to ensure the program stays fresh and relevant to the consumer.

Responsible for the Annual Loyalty Marketing Plan

• Recruitment and Reactivation campaigns
• Special Events, Member Days etc.
• Targetted rewards

Manage the existing program to stay informed of the performance

• Monitor, report and review performance KPIs
• Coordinate with other business functions to ensure good implementation
• Look for opportunities to improve the process and KPIs

Recruit and develop a suite of program partners.

• Understand the market and customer needs
• Design the program and solutions for implementation

Listen and Respond to Customers

• Manage a Call Centre

​QUALIFICATION

University degree in Marketing or Communication

Experience in retail market, branding, datamining

Dynamic, Resourceful, Positive, Teamwork, Creative

Good understanding of the Vietnamese Retail environment.

Branding and Loyalty experience is an advantage

Skills:

• Presentation skills
• Analysis and reporting
• Problem solving method & practises
• Project management
• Communication and coaching/training skills

Responbilities:

• Initiative & develop the own business goals & initiatives to support 
• Develop & manage the execution of own business operational strategies
• Lead to formulate & standardize the business operation policies, procedures & guidelines to ensure the consistent & well compliant implementation in daily business operations nationwide.
• Plan & lead periodical internal audit programs to assess the implementation of the defined policies, procedures and identify the non- conformance for operation improvement action planning & implementing.
• Lead for coordinating & providing support to both internal and other departments for cross-functional business programs
• Develop, implement and / or manage the organizations customer service policies, procedures, standards, and customer service operational strategies, supporting and strengthening the strategic objectives of the overall organization. 
• Initiate & lead customer service survey programs, analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities & programs
• Lead & manage to improve frontline workforce technical & CS skills, service & product knowledge for customer service excellence performance & continuous improvement 
• Develop & provide guidance on handling difficult or complex issues or problems, escalating complaints / disputes within the organization so they can be resolved effectively and efficiently.
• Manage projects relating to identifying & handling problems, complaints & case management 
• Collaborate & communicate knowledge (e.g. market inf., customer insights, trends …) across business & information to stakeholders by using appropriate communication methods 
• Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management 
• Develop call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and review.
• Inbound services - receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints;
• Outbound services - contact potential customers and clients with the aim of gathering information or selling a product.
• Develop / improve call center systems & initiatives & lead for the new system/ initiatives testing, planning & implementing 
• Develop & enforce call center operation procedure & processes for call center efficiency & compliance operation.
• Maintain and improve call center operations to provide excellence service level to Distributors, 
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Qualification & Experience:

• Bachelor Degree with 4 year related experience in customer service management & call center management
• In-depth knowledge of customer service principles and practices
• Effective communication
• Customer service focus
• People management skills
• Problem analysis and problem-solving
• Informed decision-making
• Planning and organizing
• Innovate & continuously improve
• Patient & stress tolerance
• Strong analytical & critical thinking
• Diversity & adaptability
• Proficient English verbal & writing communication skills 
• Proficiency in MS Office applications