Citi MYS CTSM KL Investment and Insurance Sales Surveillance Quality Assurance Team Lead in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17024908


  • The Quality Assurance team acts as a trusted body with a commitment to quality and process improvements, having an ultimate objective to identify areas of improvement and opportunities in the method in which the investigative analysts review and assess anomalous behaviors. The team’s responsibilities include identifying and reporting potential issues, submitting recommendations on a variety of developmental opportunities and/or best practices and serving as mentors to the investigative analysts

Job Purpose:

  • Responsible for reviewing anomalous activity alerts/cases that are closed by Investment and Insurance Operations Unit as a control to ensure accuracy, completeness and compliance with regulatory, internal/external audit requirements and policy/procedural requirements. The candidate is responsible to test the accuracy of the work done by the QA team members. The candidate will involve in QA Program development and implementation, and to ensure individual adherence to defined quality standards/core competencies that are required to follow by all analysts. In addition, the candidate needs to allocate and manage work across a team of QA SMEs and to make decision when to reopen a case

  • Acts as a liaison between Operations, business technology, and In-country business for coordinating goals and objectives to enhance continuous process and quality improvement

  • Ambassador for best practices and facilitator of knowledge of Investment and Insurance Sales Surveillance processes

  • Decision point for review of complex cases to validate that transaction monitoring alerts have been processed in line with quality standards

  • Escalation point in the observations process

  • Ensures that the Quality Assurance process is executed according to the QA standard policies and procedures

  • Responsible for conducting root-cause analysis on the results of quality reviews in order to recommend remedial training or other appropriate follow-up action to team leads and/or unit manager

  • Responsible for tracking the results of quality assurance reviews and remedial actions in the QA tracker/database

  • Responsible for assisting to develop and report Quality Assurance review results via metrics, and distribute to senior management, team leads, analysts, and other designated personnel

  • Proactively identifies and escalates areas of potential risk and/or quality improvement areas, as well as technology enhancements

  • Provides expertise to internal work groups, teams, and committees focused on enhancing current procedures and creating efficiencies.

  • Adheres to global standard policies and procedures

  • Operates within agreed business SLAs and confidentiality standards

  • Supports the successful accomplishment of internal MCA as they apply to the department

  • Reviews system access request to ensure that the correct access rights are granted at the appropriate levels

  • Line management responsibilities for QA SMEs, including performance management, coaching, hiring and training

  • Responsible for QA Team performance monitoring (productivity, workload and accuracy)



  • Minimum 3-5 years of experience in Investment and Insurance sales surveillance or compliance or quality control or audit or fraud unit within financial institution experience required

  • Minimum 3 years of experience in Investment and Insurance sales surveillance background or quality assurance experience or equivalent knowledge required

  • Subject Matter Expert for multiple products in the analysis of alerts and investigation of transactional activities to detect any suspicions of Investment and Insurance financial activity

  • Good understanding of local sales advisory regulations

  • Managerial or manager backup experience preferred


Education level:

  • Bachelor's Degree or equivalent


  • Excellent domain knowledge in retail banking Investment and Insurance products

  • Project and change management basic experience