Patrick Chai Email & Phone Number

Netherlands

Amsterdam, North Holland, Nl

Responsibilities:- Define wholesale bank overarching customer journeys across lending, financial markets, transaction services and KYC- Create Vision/Strategy/Multi-Year Road Map for digital transformation base on customer journeys to create wholesale bank of the future- Connect the dots of different initiatives across the bank to ensure efficiencies, reduce duplication and shared learnings- Prioritise and drive delivery of transformation programs- Management of constraints in delivery to minimise the bottleneck of delivery programs

Amsterdam, North Holland, Nl

Responsibilities:- Global product strategy/roadmap management - Agile delivery management - Product backlog prioritisation- Process improvement through automation across AML/KYC activities on a global scale- People/Team leadership- Bridging the gap between Business/IT and be the voice of customerNoteworthy Achievements:- Automation of customer risk simulation model, which resulted in reducing the average time spent for staff from 4 – 10 full days down to 15 minutes - Automation of the STP simulation model, which resulted in reducing the average time spent for staff from 10 days down to 1 hour- Automation of customer outreach process reminder, which resulted in removing manual and time consuming processes on staff for sending customer reminders to enrich CDD file- Total FTE savings to date is 72.3

Sydney, New South Wales, Au

Achievement:Successfully launched banking service front door in the business contact centre for card services in order to service customers up front rather than send customers to the branch network to complete business/corporate cards services. Results in faster service and paper free.

Sydney, New South Wales, Au

Price transaction banking products for large corporate and government customers, including tender response. Engage in the bill run activity for the bank to bill customer correctly. This was the additional responsibility on top of my Business Systems Manager role.

Sydney, New South Wales, Au

Systems/Product/Channel Manager for 1. Avoka - Digital Forms2. Pega Robotics 3. Confluence - Wiki4. Customer WebsitesAchievements – • Reduced the average time to onboard new-to-bank customers from 15 days to 5 days. • Reduction in AML/KYC Process from 20 days down to 8 days.• Simplifying legal process for SWIFT product from 6 weeks down to 3 – 5 days.• Account Opening Process from 60 minutes down to 10 minutes through robotics technology, saving over 2415 hours per annum.• Reconciliation compliance daily report through robotics automation reducing the time spent from 1 hour down to 15 minutes, saving over 195 hours per annum.• Successfully transferred and simplified merchant process from 1 business unit to another, saving over 2500 hours for sales team to focus on revenue generating activities. • Launching digital forms capability for corporate and government customers. • Billing load process for new customers through robotics automation reducing the load time from 20 – 45 minutes down to 5 – 6 minutes saving over 2860 hours per annum• Simplifying legal process through digital transformation result in the reduction of turnaround time in legal document preparation from 2 weeks down to zero, saving legal team 500 hours and sale team 30 hours per annum.

Sydney, New South Wales, Au

Implementation and project management for complex transaction service for large corporate and government customersAchievements – • Average post implementation review (PIR) for FY 14 is 9.6/10 and FY15 is 9.4/10.• Coaching new staff members.• Provide team leader relief and support while team leader is away or on leave.• Act as an SME within the team for some of the business products and process (Accounts, Direct Entry, Merchants, Commercial Cards and other transactional banking product).• Act as an SME for AML/Compliance within the team. • Project lead for internal project improving customer onboarding time by using digital channel which has won WIB CEO award.• Partnership Team award from Westpac Institutional Bank CEO for successfully running a new to bank project with new product to WIB within a very tight timeframe

Sydney, New South Wales, Au

Same as above position

Sydney, New South Wales, Au

Same as above position

Sydney, Nsw, Au

DUTIES – Supporting the Senior Relationship Manager in Westpac Commercial Banking, specialising in real estate/strata industry. Providing transactional support, building relationships with customers, cross-selling products to increase the number of product holdings per customer in the real estate portfolio, credit analysis support to Senior Relationship Manager including new credit submissions and periodic risk reviews with exposure to complex lending and monitoring branch staff and provide support/training to ensure the quality of work assigned to meet customers’ standards.ACHIEVEMENTS- • Sales Achievements last 12 months for portfolio – Average 3 sales per week covering deposits and transactional solutions• Successful Implementation of New to Bank Clients for bank and deposit accounts• Strong NPS result from client feedback• Credit Proposals and risk reviews successfully completed and approved for portfolio• Successful Implementation of sales deposit process for portfolio

Sydney, Nsw, Au

DUTIES – Sales development and account management through Quality Needs Based Conversation and bringing new business with exposure to superannuation, insurance, lending products (credit card, mortgage and non-secured lending) and money management products including consumer and commercial SME sector. In-depth conversations with clients in order to find the best possible solution for the client at the same time building strong relationships with the clients and securing business development. Training and development of new staff. Providing acting as bank manager while changing bank manager or while manager is on leave. TRAINING RECEIVED – ASIC Tier 2 AccreditationACHIEVEMENTS; Strong sales result with 330% above the target achieved. Strong customer net promoter score.

Sydney, Nsw, Au

Full-time position: As a customer service representative, in charge of helping customers with their banking needs, cash handling, building customer relationships. DUTIES – Sales development through observation of the customers profile on the system and identifying customer needs then referring them to the appropriate department, cash handling and balancing, co-ordination of teamwork, build long-term customer relationships, branch reports and administration duties.ACHIEVEMENTS- Exceed target sales referrals by identifying customer financial needs and cross-selling, 3rd runner for the home loan referrals competition for Westpac branch in Eastern suburbs.

Master'S Degree, Accounting

Bachelor Of Commerce (B.Com.), Finance And Banking