- Work closely with Business Analysts on Performance data.- Managing weekly, monthly KPI reports and payout.- Process excellence in reports files to streamline and reduce data traffic.- Dissect RCA and develop action plans.- Managing 5 Mandarin Market TL and Escalation management.- Assisting manager in billing headcount distribution.- Manage interviews for sub-projects.- Supporting client on policy enhancement.- Hosting weekly business review with managers. - Implementation of Project Hawkeye for performance tracking and execution.

• Responsible for managing client accounts in EMEA and APAC.• Monitors daily acount opening volume and SLA, stes OKRs, and enhances proces flow.• Managing Customer Service department for Email / Live Chat on account issue.• KYC - Identify, Verify and monitor client accounts flagged by system for abnormalities.• Manages teams in Malaysia and the Philippines, collaborates with SMEs for training, and reports to Overseas Stakeholders.• Coordinates with departments for smooth operations, supports team members, and ensures alignment whti organisational goals.• Proactive in managing accounts, setting objectives, streamlining processes, and fostering collaboration ni EMEA and APACregions.

- Setup new business line as Pioneer Team Leader, with 7 agent’s expansion to 60 agents in 11 months.- Managing 23 agents on Performance Metrics.- Design system and processes with Sr OM and WFM.- Design Performance Dashboard in PLX & Data Studio.- Design Operation onboarding & training courses.- Design Cross-Training courses between vendors and regions in APAC.- Manage Weekly Business Review with client.

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