苹果Calibration and Test System Engineer

We are actively seeking a seasoned Payment Sanctions Compliance and Governance Specialist to join our AIDC Group Compliance team. The successful candidate will play a pivotal role in devising, overseeing, and ensuring the seamless implementation of our Group-wide Sanctions program across our licensed entities, with a particular emphasis on the SEA and LATAM regions. Additionally, this role will encompass the formulation and execution of governance framework, including management oversight and management information reporting. Primary Responsibilities: • Formulate and implement Group-wide Payment Sanctions policies and controls in accordance with regulatory requirements, industry best practices, and business needs, ensuring effective deployment across all operational locations; • Develop and implement the Group framework for Name Screening tuning, calibration and optimization; • Conduct regular reviews and validations to ensure the adequacy, effectiveness, and efficiency of name screening systems; • Offer advisory support and coordination on Group Sanctions-related policies, including consultation and feedback; • Deliver training on Sanctions policies, procedures, and guidelines to enhance awareness; • Provide expert advisory to local MLROs, business units, and functions regarding sanctions-related matters, including policy interpretation and application; • Conduct thorough analyses of sanctions-related issues, manage escalated sanctions alerts and transactions, and ensure timely review of all sanctions-related escalations; • Establish and uphold the governance framework across the AML compliance team, including key AML and Sanctions governance forums/committees and Management Information reporting; • Proactively monitor developments in the market, industry or regulatory landscapes and engage relevant stakeholders concerning on the impact to the Sanctions program; • Facilitate with internal and external auditors and regulators relating to Sanctions audits/examinations or ad hoc projects for management reporting.

1. Alert Clearance & Investigation o Conduct thorough analysis and resolution of name screening alerts (PEPs, Sanctions, Adverse Media) and Google screening alerts to mitigate risks and ensure regulatory compliance. o Document decisions and maintain audit-ready records. 2. Subject Matter Expertise o Serve as the SME for PEP, Sanction, and Adverse Media screening processes, staying updated on emerging risks and regulatory changes. 3. AML System Support o Investigate and resolve technical issues within AML systems, collaborating with AML tech team for bug fixes and enhancements. 4. Project Execution o Contribute and follow up AML initiatives including system upgrades, calibration of screening parameters, and regulatory remediation projects. 5. Training & Mentorship o Train and mentor junior staff on alert handling, due diligence, and AML best practices. 6. Ad-Hoc Tasks o Address urgent compliance requests, deep-dive investigations, and regulatory reporting as needed. 7. Risk Mitigation o Identify systemic issues in screening processes and propose corrective actions.

Evaluation & Monitoring: Systematically monitor and evaluate agent interactions across email, chat, and voice calls against established quality standards and performance metrics. Identify failures and potential failures to recommend action plans/preventive actions and communicate results to the team. Analyze root causes for errors and collaborate with relevant teams to implement corrective and preventive measures. Coaching & Feedback: Provide timely, objective and constructive feedback to agents based on conducted evaluation results, highlighting strengths and areas needing improvement. Participate in coaching sessions to enhance agent skills and knowledge. Conduct regular calibration sessions to ensure consistent quality assessment across the teams. Quality Assurance Contribution: Contribute to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices. Identify trends and patterns in agent performance and customer interactions to recommend process improvements. Be up-to-date with all the changes and provide on the floor support to operations if needed. Analyze complaints & DSAT to identify root cause & drive improvements. Training Support: Collaborate with the training team to identify training needs based on quality monitoring findings and contribute to the development of training materials and programs. Work closely with the training team to help improve new hire quality. Performance Reporting: Present findings and insights to management, highlighting key areas for improvement. Generate regular reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores. Compliance & Best Practices: Ensure compliance with industry standards, company policies, and regulatory requirements for all audited interactions. Promote a culture of quality, accountability, and continuous improvement within the customer service function.

Key Responsibilities: 1. BPO Operations Management: Oversee day-to-day operations of BPO teams to ensure alignment with company goals and service standards. Monitor and evaluate BPO performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Conduct regular calibration sessions with BPO partners to ensure consistency in service delivery. 2. Quality Assurance: Implement robust quality assurance processes to ensure high levels of customer satisfaction (CSAT). Conduct audits and reviews to identify gaps in service quality and recommend corrective actions. 3. Training & Development: Collaborate with the training team to design and deliver effective training programs for agents. Ensure training content is updated regularly to reflect process changes and business needs. 4. Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and real-time adherence (RTA). Optimize staffing levels to balance efficiency with service quality. 5. Process Improvement: Identify opportunities for process optimisation to enhance operational efficiency and customer experience. Drive initiatives that focus on automation and digitisation within customer service workflows. 6. Reporting & Analytics: Generate detailed reports on agent performance, adherence, productivity, CSAT, FCR (First Contact Resolution), and other KPIs. Use data-driven insights to inform strategic decisions and improve service delivery outcomes. 7. Leadership & Collaboration: Lead cross-functional teams across quality, training, WFM, and operations to achieve departmental objectives. Foster a culture of accountability, continuous improvement, and customer-centricity within the team.