Esther Koh Email & Phone Number

Singapore

Singapore

Singapore

Singapore

Achievements include : • Branch Operations Efficiency & Simplification - Increased branch digital footprint, Increased Electronic statement take up, Branch Costs 11% better than plan and FTE 10% reduction. 90% Customers serviced at branches within 10 minutes. Branch footfall reduction of 10% (successful migration to digital avenues)• Channel Operational Excellence Program - Successfully pitched Program objectives to stakeholders and introduced to 9 Asia/Pacific countries. Over 60 different processes improved in terms of Turnaround time, Automation, Digital conversion. Branch Target Operating Model standardised across Asia branches• Branch Teller Referral Program - Annually over A$400k revenue dollar generated from Branch teller referral successful sale conversion• Support SG, HK and TW Investment Operations – consolidation of custodians, migration to custodian Omgeo & Vestima platform resulting in automated fund position reconciliation, extended cut off time for fund order placement with fund houses, reduction of float cost and Swift charges, availability of corporate action and fund information via a single channel.Periodic reviews of custodian price offering, maintain relationship with custodian, fund houses and auditors, Setup Qualified Intermediary (QI) licence in SG, HK and TW, Point of contact in assisting countries in US IRS 1042 Tax Reporting • Business Management support to Regional Head of Retail Wealth Private Bank Operations – produced high quality presentation packs and monthly key Operations Metrics Reporting used by COO and Senior Stakeholders. Support Governance of monthly Regional forums / meetings with Countries.• Operations Work stream- ANZ Retail Wealth & Private Bank Operations Divestment

• Hubbing Initiative: 100% Operations processes Hubbed to Chennai and Kuala Lumpur. Create & Maintain work procedures for Processes outsourced to Chennai & Kuala Lumpur Hub. Trained hub teams on processes across products . Ensure no delay in SLA of reports prepared by Chennai/Kuala Lumpur Hub. Maintain quality checks on all reports managed by Chennai & Kuala Lumpur hub team. Trained Chennai hub team to quality standards when staff is being replaced• Business / Product Support : Operations Subject Matter expert for Products ( Mutual funds, Fixed income, Structured Products , Equities) Point of contact for new business / product launches – Ensure product/currency code setup in mainframe processing system, settlement GL mapped out , designed operations processes• Management Report: Prepared weekly/ monthly management / SLA MIS Reporting for Senior Managers and Stakeholders. • Operations Risk and Controls - No rating 3 and 4 audit issues becoming overdue > 60 days , No overdue regulatory action items ,No new extreme operational risk events , No reconciliation breaks > 3 days• Escalations and Complaint Management

• Trade settlement , Ensure No Failed / unmatched trades ( Mutual Funds, Fixed income, Structured Product , Equities) • Performed Voluntary & Involuntary Corporate action events • Ensure Operations processing met slated SLA• Prepare Daily/Monthly WM Products Marked to Market Price feed broadcast/ upload to Wealth Systems on time and accurately. • In charge for Business continuity Management planned for Wealth Management Operations – Test sites and Machines Maintained periodically• Q12 Champion for CB Operations -Target was Employee engagement and satisfaction scores well above 95% percentile (exceed Bank average performance)• Voice of Business – Maintained high level of positive engagement with Internal Operations and Business / Product teams• Sharepoint Management –Maintain WM Product and Process related contents , User Access Management

Manage Mutual Funds, Fixed Income, Equities , Structured Product Corporate ActionMonitor and manage Sundry and Suspense Reconciliation

Conduct KYC review on Account Opening documents for Individual and Non Individual accounts