•Part of the 2013 Leadership Enhancement and Accelerated Development program with Citibank•Currently leading a team of 7, consisting of analysts and senior analysts, overseeing their progress and training•Successful in ensuring that the team keeps within SLA under normal circumstances•Consistently help the team to understand the areas of improvements from discussions of results from Quality Assurance (QA) Specialist and Compliance Testing•Promptly escalate foreseeable issues from the capacity plan based on understanding of the time commitment for both BAU and projects•Trained 2 team members to be fully-productive within a month•Identified error in scenario logic that, when fixed, is expected to reduce the number of these cases by 20%•Chosen to be sent to APAC regional hub in KL to understand the setup and their processes in order to pioneer a virtual hub in Singapore•Compiled from scratch and refined of the process manual to be in line with Global standards•Set up the entity’s business recovery plan that was previously absent•Introduced and improved methods of collating accurate management reporting data and track aging cases that has save about an hour a week•Improved efficiency by standardizing emails and removing the need to print non-essential emails•Liaised with key stakeholders, led UAT, ensured timely implementation and conducted training for Consent Order project (client segmentation) that has resulted in a reduction of 25% of cases•Leading UAT testing and implementation of a new global case management tool and QA tool•Representing the private bank in a global KYC feedback loop initiative•Involved in global project to improve quality of data for more accurate running of AML detection scenarios•Given a checker role within 3 months in the role and chosen to lead UATs•Efficiently and accurately close cases, and chosen to be part of new single-touch process•Leveraged on operations background to recommend mapping of transaction codes

• Supervised 10-member team in determining case workload and training• Exhibited leadership through successful execution of supervisory task like setting cases deadlines to ensure timely resolution of issues• Drove the successful implementation of a 9-month long project to improve client advice system (AGS), resulting in scalability and accuracy in processing and capacity saves• Actively proposed systems enhancement and process improvements through the detection and review of possible problematic scenarios, during UAT preparation and BAU• Leveraged and utilised resources and wide range of contacts to resolves issues• Strong understanding of Equities, Bonds and Citi Products, tax and corporate action implications as well as market practices• Within 6-months in the job, trained a colleague in a cross-training programme• Was selected to represent Europe Operations in the Transport arm of the Voice of the Employee Committee which is in charge of planning and reviewing ways to improve the transportation options to Changi Business Park• Part of Global Operations Centre Charity Committee that planned and organised a Charity Food Fair that involved about 50 people for our charity partner, Muscular Dystrophy Association of Singapore; designed posters to publicise Charity Handicrafts Sale