• Identify issue and provide accuracy information to members
• Handle all incoming and outgoing correspondents’ emails/phones to/from members
• Ensure all inquiries, comments, complaints, and action taken are logged
• Take action and follow up the members on data upload issues, outdated account, duplicated account, late upload or no enquiry etc. for Consumer Commercial Bureau.
• Process customer requests/orders/changes/returns according to procedures and/or guidelines
• Identify the system issues of Bureau Stream and work with related unit/department to fulfill the gap
• Manage and maintain the pending of request
• Assist in development forms, guidelines or procedures for Customer Support Unit
• Conduct the refresher training to existing CBC members
• Weekly tracking on the unsolved issues
• Monthly report of the issue handling

• Data Integrity
o Assists in finding more validation rules regarding to data quality and accuracy to prevent more issues occurred from data submission by Members.
o Implement quarterly Data Verification with member, CMA and/or NBC data.
o Support operation and/or business team in any data extraction request.
o Keep updating Help Desk Tool
o Maintain and update Monthly/Quarterly issue automate sending to members.
o Join testing system enhancement as required.
o Data manipulation
o Carefully check and perform data correction as requested.
o Perform batch merge entities
o Develop procedure to run bulk data fix and ensure the process of manipulation is accurate.
o Document and Report preparation
o Assist in developing document Process and Procedure Document in data manipulation and data quality check.
o Prepare monthly log data change.
o Generate and check monthly/quarterly NBC report.
o Any other tasks assigned by the supervisor.

o Understand core application functions processes, workflows and data structure
o Maintenance, monitoring and supporting daily core application operation
o Optimize maintenance and deployments to ensure integrated functioning through backend/B2B integration
o Work under pressure, meet deadlines, and be flexible in working on multiple projects simultaneously
o Document and create visual representations of systems and their inputs and outputs.
o Other Duties
o Assist CBC management with other tasks as required.
o Take initiative in doing another task appropriately
o Other duties as assign by supervisor or line manager.

o Monitoring and analysis of cyber security events with the use of SIEM, IDS/IPS, DLP, Antivirus and other tools.
o Maintaining, coordination and evaluation incident management with related team.
o Execution security events and incidents, detect, and report/direct remediation actions.
o Investigate security breaches and other cybersecurity incidents.
o Analysis of phishing emails reported by internal users.
o Install security measures and operate software to protect systems and information infrastructure, including firewalls and data encryption programs.
o Help colleagues install security software and understand information security management.
o Research security enhancements and make recommendations to management.
o Stay current on IT security trends and news.
o Prepare reports information security report daily, weekly and monthly.
o Other Duties
o Assist CBC management with other tasks as required.
o Take initiative in doing another task appropriately
o Other duties as assign by supervisor or line manager.

• HR Related Tasks:
o Prepare recruitment and selection process (Post jobs Announcement, Shortlist, Interview, evaluating, reference check, appointment and contact).
o Assist his/her line manager on monitoring staff attendance, leave management record and ensure it proper record and application is accuracy.
o Assist his/her line manager on ensuring the policy and procedure are communicated, understood and adhered by all employees.
o Coordinate on organizing and monitoring the staff performance appraisal, for the probation completion and annual appraisal.
o Assist each Manager/department head/supervisor, ensure they have fully understood the process and no bias was applied.
o Develops Human Resource official forms to be used in the Company to meet the standard established
o HR Employee personal record management and filing.
o Assist int’l employees with expatriate assignments and related HR matters, to include non-immigrant and immigrant visa matters.
o Maintains integrity of HR data and employee records in accordance with legal requirements and best practices.
o Assist in new staff orientation program; review and feedback process to ensure new employee is catching up with works & the environment.
o Coordinate for staff training and development and monitor on all e-learning platforms.
o Ensure legal ethical compliance relevant to Cambodian Labor Law and company objective.
o Working with and ensure the strong relationship with government agencies on related HR matters
o Administrative and Procurement Tasks:
o Mange filing, storage, and security of the necessary documents and office
o Manage and issue employee ID and security Pass
o Monitor the office stationary and supplies
o Preparing the procurement request form for the procurement committee
o Work with related department on procurement project
o Other administrative tasks assigned by Line Manager

• Assists and participates in planning and organizing audit assessments.
• Assists in designing and reviewing internal control framework and risk assessments.
• Ensuring compliance with policies, procedures, laws, and regulations were implemented by all staff and management of the Company.
• Draft audit report for line manager review and participates in the debriefing the internal audit report to head of auditee.
• Monitors and ensures the audit evidence and working papers of each completed audit fieldwork are appropriate and sufficiently obtained and document within the acceptable quality.
• Follow up during the audit task and previous audit recommendations to assess whether all recommendations have been actioned by the auditees responsible and to classify the status of each recommendation
• Motivating, guiding and directing staff on audits to ensure achievement of developmental initiatives and promote effective teamwork
• Assist Audit Manager to perform his/her tasks as required or undertake other duties as maybe required from time to time.

• Planning
o Develop plan for improve service quality of Customer Support Team and Client Retention
o Assist Senior Operations Manager for developing Strategy and budget plan
o Implementation
o Design and develop Policy, Procedure, Process Flow or SOP
o Manage the Customer Support Team
o Maintain and update member contact lists and member database
o Build Customer Loyalty and stickiness
o Visit client to understand the client’s need
o Supervise and maintain Daily Monitoring Log system
o Handle and resolve the customer inquiries and complaints
o Identity any potential issue, provide appropriate responses and accurate information to the members
o Being the main central contact point to/from members
o Oversee all incoming and outgoing correspondent emails/phones to/from members
o Ensure all inquiries, comments and complaints, and action taken are logged
o Monitor Member Support Performance
o Monitor Hit Rate, Late upload, No Enquiry, Outdated Account, Duplicate Account..ect.
o Monitor customer requests/orders/changes/returns according to procedures and/or guidelines
o Monitor new Financial Institution obtained license from NBC
o Manage and maintain Create user/ change user request
o Manage and review Sale Order for monthly billing process
o Attending to all quires/requests submitting out of the office hour
o Collaborate with Technical Business Analytic to get UAT successfully before PRD
o Handle new member registration process
o Monitor and work closely with government ministry to keep update any changes data that affect to CBC
o Completing all necessary disclosures, inquiries, and verifications required by law
o Responsible for organizing the Members Working Committee’s meetings in relation to venue and agenda preparations, minutes-takings, recordings of requests and/or comments, and provisions of all related administrative and secretarial supports
o Manage and deliver project related to Tasks assigned
o Work closely with others to solve the problem
o Reporting
o Consolidate daily and monthly tracking report
o Prepare Issue monthly report for NBC Repot
o Prepare Monthly Enquiry Check report
o Prepare Quarterly Report and take action
o Consolidate new questions provided by Customer Support Staff

• Industry Ecosystem Partnerships
o Develop and manage strategic collaboration with industry associations, government agencies, financial institutions, development partners and relevant businesses in developing and implementing sector-wide initiatives for positioning CBC as a key financial infrastructure and ecosystem enabler. This involves identifying potential strategic partners with key value proposition in alignment with CBC’s vision and mission, developing partnership development proposals considering synergy of such partnership to ecosystem benefits to the financial industry as well as managing, monitoring and strengthening existing partnerships.
o Data Acquisition and Collaborations
o Secure new data contributors and identify third party data providers to supplement CBC’s data asset. This requires collaboration with Product team to understand emerging data needs and set priorities for acquisition targets in alignment with upcoming product development.
o Financial Inclusion and Responsible Lending
o Develop and implement collaborations and plans to promote financial inclusion and strengthen responsible lending in Cambodia.c
o Product distribution Partnerships
o Develop and manage commercially viable business partnerships with financial institutions and businesses to distribute existing and new products of CBC that contribute to promotion and adoption of data-driven decision-making solutions of CBC in the market.
o Other Duties:
o Support planning and implementation of events from time to time
o Support the management team with other tasks that may emerge from time to time

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