An experienced professional specializing in Customer Operations and Onboarding within the digital banking industry. Proven track record in developing and optimizing customer operations and onboarding processes, demonstrating expertise in policy development, system implementation, and cost-saving initiatives.Accomplishments:- Successfully established Customer Operations and Onboarding Operations for a Digital Bank, ensuring seamless onboarding experiences.- Developed comprehensive Policy and Standard Operating Procedures (SOP) from the ground up, enhancing operational excellence in customer and onboarding functions.- Implemented Telephony and Ticketing systems, resulting in improved communication and issue resolution throughout the operation.- Led the onboarding of a Business Process Outsourcing (BPO) partner for the Digital Bank’s contact center, driving cost savings and operational efficiency in the approval process.- Acted as Interim Lead for AML and Fraud Operations SOP development, laying the groundwork for successful audits and ensuring compliance during leadership transitions.- Provided temporary support for Operations budget planning, promoting operational clarity and financial alignment.- Actively participated in and contributed to Cadence meetings, delivering operations updates and facilitating approval processes to maintain strategic momentum.

- Managing Outsourcing Careline (Business Process Outsources Performance Management).- Maintains and improves Customer Care operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.- Prepares & presents weekly and monthly performance reports by collecting, analyzing, and summarizing data and trends to Senior Management.- Manage financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions for cost-saving initiatives. - Manage 3rd level resolution team on incident/ticket handling to meet regulatory given requirement/SLA.- Participate in system/process enhancement to maintain and reduce expenditure and increase productivity ratio by agents.- Operation project on 4 government initiative programs (e-Tunai, e-Penjana, e-Belia & e-Pemula covering Customer Operation.- Won Best New Call Centre [Bronze winner] in 2021 Industry Excellence Award (CCAM)

- Client Relationship management - building strong relationship with clients for business sustanability- Managing car park business operations to increase profitability, market share and operational efficiency- Ensure smooth running of the retail operations and meeting the targeted revenue objectives.- Direct and lead a team of over 50 subordinates to drive operations running in quality, cost efficient and effective manner.- Conduct human capital planning- Responsible for audit control process and continuous improvement.- Plan and Conduct training for operation workforce.- Review & improve related work process & procedures

Responsibilities : • Managing 16 customer service officer and 136 technicians nationwide on sales & daily operation to meet KPI and daily TAT attending customer technical related problem.• Plan & forecast incoming new cases for manpower arrangement and scheduling of Technician coverage area.• Monitor stock inventory, customer services and overall well-being of the office cum warehousing.• Preparing performance reports and presentations to board of directors every month.• Involved in new project proposal writing and presentation to our prospect customers.• Participate in new tenders with budget planning and business model workout.

• Managing 15 officer to validate new submission of sales as to ensure genuine sales registration to reduce fraud and unnecessary wrong doing of sales• Plan for better information infrastructure and evaluate software or hardware application to streamline operational processes• Implement control and measures to prevent potential new churners, circular churners and fraud for sales application.• New innovation and comprehensive control to Validation processes and rules to cater incoming flow of customers for better customer experience.• Monitor aging, escalation and appointment queue for service partners performance• Develop and review existing or new process for improvement. - System & Networks related matters• Reports preparation to stakeholders for service standard measurement. - Project development as department initiative on cost & resources saving• Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products.