• Ensured that DBS outsourcing vendors comply to the company’s policies and local regulatory requirements by implementing a scorecard system to track submissions of their deliverables• Enhanced internal governance enterprise system by analysing the MAS outsourcing guide and provided user requirements• Collaborated closely with IT department to ensure mutual understanding of BU/regulatory requirements, followed by UAT testing to ensure implementation of changes in the internal governance… Show more • Ensured that DBS outsourcing vendors comply to the company’s policies and local regulatory requirements by implementing a scorecard system to track submissions of their deliverables• Enhanced internal governance enterprise system by analysing the MAS outsourcing guide and provided user requirements• Collaborated closely with IT department to ensure mutual understanding of BU/regulatory requirements, followed by UAT testing to ensure implementation of changes in the internal governance system is satisfactory• Organized and facilitated internal leadership, team-building workshops• Assisted the department to achieve ISO-9001 OSM re-certification status for FY2017 Show less

• Successfully completed the MAS Data Management project by remediating data gaps of over 27,000 customers and ensured project completion within the stipulated timeline • Led a team of four members and organized team efforts with other BU, IT departments to achieve project objective and provided continuous status updates to project taskforce and stakeholders• Multi-tasked, planned and managed other projects concurrently that were aimed to improve business efficiency, process… Show more • Successfully completed the MAS Data Management project by remediating data gaps of over 27,000 customers and ensured project completion within the stipulated timeline • Led a team of four members and organized team efforts with other BU, IT departments to achieve project objective and provided continuous status updates to project taskforce and stakeholders• Multi-tasked, planned and managed other projects concurrently that were aimed to improve business efficiency, process re-enhancement and cost-cutting:• Reduced call centre costs and call volume by analysing over 7,000 call scripts and pinpointed reasons for high volume of banking calls• Spearheaded the research to build an in-house self-help virtual web assistant (e.g. AI Chat-bot) to offer customers round-the-clock assistance on the UOB webpage• Involved in facilitating training workshops (e.g. Business Banking Loans)• Involved in other non-work related activities; e.g. facilitating and competing in the UOB Heartbeat Run 2016 Cheerleading Competition Show less

• Promoted and sold cruise tour packages, travel insurances and flight tickets to customers and was awarded ‘Best Sales’ executive by generating highest sales revenue• Mediated customers disputes using a customer-centric approach and ensured service recovery and customer satisfaction• Responded to over 200 emails within the same working day with proficiency and ensured that the company upholds its service standards• Managed daily sales target reports and other administrative reports… Show more • Promoted and sold cruise tour packages, travel insurances and flight tickets to customers and was awarded ‘Best Sales’ executive by generating highest sales revenue• Mediated customers disputes using a customer-centric approach and ensured service recovery and customer satisfaction• Responded to over 200 emails within the same working day with proficiency and ensured that the company upholds its service standards• Managed daily sales target reports and other administrative reports Show less