Lai Mui Deborah Tham Email & Phone Number

Singapore

Business Steering GroupT24 ProjectAn active participating member of the project which serves to transform and improve current accounting system, STACS to the new system from TemenosEnsured successful observance of implementation of the project within the Tokyo Head Office TimelineFamiliarized with the business processing and involved in the creation of process maps that serve as workflow in different business areas in operating departments including Deposits, Remittance, Trade Finance, Credit Administration, and Treasury AdministrationContribute to the development of policies and procedures in accordance with Tokyo Head Office General Rules and Common ProceduresInvolved in the creation of Branch Procedure Manuals, Working Instructions, and Operational ProceduresPlayed a significant role in the design and review of screens and reports, creation of test scripts, and data migration processTesting of similar related systems such as in-house e-Giro system, Autocheque system and conduct follow through with identified issuesConduct user training for the system as well as other related systems in the Singapore branch as well as other regional branchesCoordinate and closely work with other parties such as system vendorsSSC ( Shared Service Centre ) ProjectAn active participating member of the project which serves to streamline operations in regional branches by consolidating and out-sourcing it to vendorsEnsured successful implementation within Tokyo Head Office TimelineStudied the business processing and deciding what types of processing can be outsourced, taking into consideration the regulatory requirementsContribute to the development of policies and procedures in accordance with Tokyo Head Office General Rules and Common ProceduresCoordinate and closely work with outsource vendors

Functioned as Team Leader to officers and staff of the Account Services Section and Fixed Deposits Section and developed next generation officers in preparation for future positionsExperienced being in charge of Cheque Clearing Section, E-giro Section, and Cash RoomProvided management and supervision of officers and clerical staffResponsible for enhancement of staff customer service with study meetings and knowledge enhancementResolution of issues raised by customers and in operationsFunctioned as Project Leader in KYC documentation of customer accounts in line with AML and MAS626Largely contributed to projects such as System Enhancements, Clean Up Exercises, Review, Update, and Creation of current and new Procedure ManualsCoordinate and closely work with system vendors to resolve enhancement issuesProvide Department Head with support relative to review of workflow and subsequent improvement of issues identified, review of Annual Risk Control Assessment, and review of operational procedures to ensure compliance with audit requirementsPerform verification and management of transaction in relation to money market deposits, structured deposits, current accounts, opening and maintenance of accounts, cheque clearing and issuing, interbank Giro, and temporary overdrafts of current accountsConducted CTS/E-giro connectivity and contingency drills as well as the bank’s BCPSuccessfully met Japanese corporate customers high requirements with efficient and excellent service at par with audit and security issues

Oversaw general branch operations, efficiently dealt with administrative matters, and saw to branch balancingEffectively managed and supervised service staff through the encouragement of open communication with the staff, efficient delegation of responsibility, consistent monitoring, and periodical briefing and trainingProvide resolutions to customer service issues through personal interactions and the use of the Customer Relationship Management SystemPrimarily responsible for the CTS Cheque ProcessingPeriodically cross sell products and servicesConsistently prepared reports such as Annual Report (i.e. ORSAR) and Monthly Statistical ReportsSkillfully managed varied accounts in the Current Account PortfolioProvided assistance to the manager in the careful review of branch procedures to ensure compliance with audit requirementsSuccessfully mentored three (3) new officers for future role as Branch Operations Officer

To support branch manager in the management of service staff ( administration & training ).To ensure smooth operation in the bank.To ensure service staff are able to meet the sales quota set by the branch manager.To handle customer service issues that arise as well as provide remedies to the issues via CRM system.To provide user & technical support on self service machines in the branch and to follow up closely.

Provision of prompt, effective, and professional services in response to customer queriesQuickly resolved disputes through consistent follow upConduct service recovery in response to grievancesPeriodically cross sell products and services

Primarily tasked with the implementation of compliance to the laws, regulations, and policies of the DepartmentProvision of operational support to The Commander for the implementation and administration of the department’s activitiesEffectively handle specific administrative functions such as planning of shift roster, annual leaves, and course datesProvide supervision of daily junior officers’ daily operational functionsCoordinate and closely work with partner organizations such as CAAS, SPF, CNB, IRAS, Airport Police, and various airlinesDevelop and implement training for both new and experienced junior officersConsistently accomplish Monthly Statistical Reports and SurveysAccomplishmentsEffectively planned junior officers’ night duty deployment in a manner that optimized manpower, maximized productivity, and reduced costReduced the high MC rate of junior officersContributed to the in-house magazine, Aerodynamics, as member of the editorial teamFunctioned as WITS Leader to 17 junior officers and was chosen to represent Airport checkpoint and SIR in the inter-department and the 1999

Bachelor Of Arts (B.A.), Economics & Statistics

Education record