Team Performance: Own team KPIs, coaching, development, and performance management to ensure the team consistently achieves ≥90% overall KPI month-on-month.
Operations: Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
Client Experience: Manage escalations, complaints, difficult cases, and service quality to maintain strong CSAT and FCR performance.
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Support the development, enhancement and implementation of the Group Enterprise Risk Management framework across StashAway entities.
Manage and coordinate key enterprise risk management processes including Risk & Control Assessments (RCA), issue and incident management, Key Risk Indicators (KRIs), thematic reviews and risk reporting.
Maintain oversight of operational risks across business, operational and product functions, ensuring risks are identified, assessed, tracked and escalated appropriately.
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Own the firm’s automated trade execution strategy (the “when” and “how” to trade), improving execution quality by balancing clients’ returns, trading cost and order-fill efficiency across our regions (SG, MY, HK, AE,TH).
Continuously monitor execution quality and act when patterns emerge on specific securities or when conditions change, including the judgement call to continue or halt trading when orders fail due to low volume or price volatility.
Lead periodic portfolio reoptimisation, deciding the execution approach, acting as the firm’s counterpart to broker trading desks, and project-managing the teams involved to ensure clean execution across the elevated-volume window.
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Own the BI team's backlog and outcomes: translate business needs into prioritised work, hold the team to its commitments, and own the final call on contested decisions.
Own mentoring and career development for everyone on the team: coaching, candid feedback, growth plans, and clear career paths from junior analysts to senior ICs.
Set and uphold the quality bar for SQL, metrics, models, and analyses; steward a single source of truth with clear definitions and lineage, and good engineering practice (version control, documentation, testing, runbooks).
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