- Manage wealth management and phone banking operations in Client Care Centre- Coordinate adoption of WM product, campaign and process launch in Client Care Centre- Monitor wealth transaction as checker role

- Lead all backup operations of Client Care Centre including service level management, capacity planning, service quality assurance, frontline scorecard and system maintenance- Oversee business delivery in line with Group and regulatory standards and deliver remediations- Liaise with IT to maintain system performance to ensure smooth service delivery to both client and staff

- Manage real-time service level and FTE deployment in Client Care Centre- Conduct capacity planning and analytics- Support service and sales scorecard of Client Care Centre representatives

- Lead digital acquisition and utilisation initiatives- Build up alliance to increase online usage- Launch projects including SC Mobile Banking and Public Website Revamp

- Rotation in Frontline Experience, Credit Risk, SME, Branch RM, Deposit project- 1 year in Priority Banking for CVP revamp, camping launch, client and staff event and referral process with SME