Marcus Chai Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Strategic Planning and Execution: Developed and implemented a comprehensive plan to build the call center from scratch, ensuring alignment with business goals and objectives.• Hiring and Team Building: Recruited and onboarded a skilled team of call center agents, supervisors, and support staff, fostering a culture of excellence and collaboration.• IT Infrastructure Setup: Oversaw the setup of the call center's IT infrastructure, including hardware, software, telephony systems, and network connectivity, to ensure seamless operations and data security.• Training and Development: Designed and delivered training programs to equip staff with the necessary knowledge and skills to deliver exceptional customer service and achieve performance targets.• Business Operating Procedures: Developed standardized operating procedures for the call center, covering all aspects of operations, governance, and compliance, to ensure consistency and efficiency in service delivery.• Key Performance Indicators (KPIs): Established KPIs to measure and track the performance of the call center team, focusing on metrics such as call quality, conversion rate, trading activities, pipeline management and retention for fresh deposits.• Conversion Optimization and Customer Retention: Implemented strategies to optimize conversion rates and maximize customer retention, including proactive outreach initiatives, personalized customer interactions, and loyalty programs. • Governance and Compliance: Implemented robust governance and compliance measures to ensure adherence to regulatory requirements and industry best practices, safeguarding both the company and its customers.

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Business Operational Protocols: Developed standardized operating procedures for the call center, covering all aspects of operations, governance, and compliance, to ensure consistency and efficiency in service delivery.• Key Performance Indicators (KPIs): Established KPIs to measure and track the performance of the call center team, focusing on metrics such as call quality, resolution time, customer satisfaction, and scheduling rates for financial advisors.• Scheduling Rate Optimization: Developed and implemented scheduling strategies for financial advisors to effectively meet with potential SME owners, optimizing resource allocation and maximizing client engagement. • Strategic Management & Implementation: Developed and implemented a comprehensive plan to build the call center from scratch, aligning with the firm's goals and objectives in serving SME banking clients.• Talent Acquisition and Team Development: Oversaw the recruitment and onboarding process for call center agents, ensuring the formation of a highly skilled and motivated team.• Technology Infrastructure Deployment: Oversaw the setup of the call center's IT infrastructure, including sourcing for vendors for hardware, software, telephony systems, and network connectivity, to ensure seamless operations and data security.• Learning and Skill Development: Designed and delivered training programs to equip staff with the necessary knowledge and skills to deliver exceptional customer service and achieve performance targets.

Malaysia

Overseeing 3 call centres with 200+ employees in Greater China and Malaysia, managing retail clients for our main client, GCMAsia Ltd. Provide direct management of key functional managers in 8 business units and ensure alignment of business operating procedures to pursue targeted PnL, operational cost savings and business objectives. • Enhancing Conversion for Retail Clients: Streamlining account opening, follow-up and guiding usage of demo-account, first-time deposit from registration, onboarding, and KYC processes to facilitate seamless trading initiation on the online platform.• Revenue & Sales Management: Driving day-to-day sales e.g. fresh deposit, owning KPI target for 3 different markets such as conversion rate, acquisition of High New Worth clients, monthly fresh deposit inflow, pipeline management and growing trading volume as part of retention initiatives. Boosting Trading Activity: Leading the retention team's calling activities to deliver timely financial market updates, providing deposit and withdrawal troubleshooting support within agreed SLA for excellent customer experience. Collaborating with the Research Department to create innovative strategies for special campaigns aimed at reactivating inactive traders and enhancing trading activity.• Marketing and Tactical Campaign Launch: Strategically leveraging sales tools such as credit bonuses or welcome gifts to attract new clients and utilizing data analysis models to optimize ad-hoc campaigns across various markets, resulting in an increase in Lifetime Value of the client base.• Leadership Training & Development: Created a tailored leadership training program (Great Manager Program) for department heads to enhance sustained superior performance and boost employee retention. Implemented various fun programs such as Recreational Sports Club, Monthly Fun Outings, and special Time-off to reshape the work environment, resulting in reduced staff turnover and decreased employee burnout and disengagement.

Singapore

• Portfolio Management: Oversee NFI, NII for cards and personal loan as well as other critical charges like revision of fees, and prevailing interest. Monitoring and controlling monthly budgets across all distribution channels, driving retention activities for SG unsecured lending business, and crafting campaigns to simultaneously drive fee revenue (25 mio annually) and reduce attrition rates (↓ 40% in cards and ↑ 80% growth in PL retention).• Product Management: Roll out major seasonal campaigns like Chinese New Year Promotion, Great Singapore Sales (GSS), Christmas / Year-End Promotion with gamification to sustainably increase activation by 13% and spends by 11% post campaign for cards. • Digital Service Journey: Streamline SOPs and digitalize service journey via online / mobile banking to reduce client and turnaround time (↓ avg. 80% waiting time) from contacting contact centre and branch hubs. • Mass Error & Client Experience: Lead all stakeholders to resolve mass errors and manage complaints (internal & external) within 24 hours, followed by overseeing the control / preventive measures in place to have minimal / zero occurrence. • Data Analytics & Business Reporting: Generate business insights from diverse data sources and execute strategies through campaigns that boost activation, revenue line, revolving balances, and savings programs to reduce cost.

Singapore

• Performance Management: Review and manage the performance of ~120 sales personnel (telesales and face-to-face) with due diligent checks on team leaders to place performance improvement plans (PIP) in order to manage weaker performers (monthly turned 70% weak performers to normal). Collaborate with team leaders to gloom potential leaders or star performers (avg. 20% new intake turn star performers) to ensure sustainability of performance and succession plan in place. • Training and coaching: Create various situational emulations, on-job training and mentoring to accelerate the learning of the sales team. Use effective sales programs like sales cycles, SMART goal, GROW coaching, using technology like collaboration tools to make sales training continuous.• Sales Enabler: Provide the sales team with resources like competitor analysis, customised deals to engage targeted customers, and organise best practice sharing (call recordings from top sales performers).• Dashboards & Scorecard: Design and roll out robust dashboard and reporting with data analytics to identify areas of improvement while measuring and monitoring sales performance and service quality. Using a balanced scorecard to drive right behaviour and ethics while driving a good performance record.• Ethics & Governance: Conduct weekly mystery shopping, and listen to sales calls to ensure service quality and sales etiquette to drive the bank’s direction to Treat Customers Fairly (TCF).

Fintech: Innovation And Transformation In Financial Services

Master Of Business Administration, Completed

Diploma In Technology, Mechanical Engineering, Second Upper

Activities and Societies: 1. Chairman of Sports Carnival 2. Advisor and Vice-chairman of Technology School Prom Nite 3. Advisor and Duty.