1. Lead and manage PwC's KYC Managed Services operations across 18 countries in the Asia-Pacific, Oceania, and Africa regions, directly managing cross-border projects generating over USD 2 million in annual revenue.2. Assist in growing PwC’s financial crime offerings by securing new engagements and contributing to business development initiatives, leading to new client acquisition and expanded service portfolios across diverse sectors. 3. Spearhead the design, development, and implementation of robust AML/KYC policies, ensuring alignment with evolving regulatory requirements and industry best practices. 4. Oversee the full lifecycle of complex, cross-border AML/KYC/CDD projects, including resource management, budgeting, and stakeholder relationship management, consistently delivering high-quality outcomes. 5. Lead workshops, working groups, and governance calls with key stakeholders, including senior clients and third-party partners, to enhance process effectiveness, optimize workflows, manage costs, and address compliance gaps. 6. Develop and conduct KYC policy training programs, upskilling team members and promoting adherence to stringent compliance standards. Championed a culture of continuous improvement by mentoring staff and facilitating career development paths for junior managers. 7. Provide expertise/services on evolving KYC, AML, and CDD regulatory landscapes, helping clients navigate complex compliance requirements across multiple jurisdictions. 8. Collaborate with AI and machine learning partners to integrate advanced financial crime analytics and automation tools, enhancing screening and ongoing monitoring processes as well as increase speed and accuracy of client KYC processes. 9. Led forensic investigations that identified first-party fraud and other red flags, significantly reducing clients’ fraud exposure and mitigating regulatory risks.

1. Demonstrated project management skills encompassing budgeting, resource allocation, cost analysis, coordination, and ensuring timely project completion within established parameters 2. Led a high-impact KYC project encompassing 11 French African countries and 2 Southeast Asian countries, concurrently facilitating the onboarding process for several additional countries within the SEAPEN and Oceania region3. Led workshops, case clinics and working groups interfacing with clients to discern their needs and requirements within the context of Global Policy4. Established the PwC Malaysia offshore KYC financial crime unit, efficiently managing a dynamic team comprising 7 senior associates and 14 associates, while simultaneously overseeing workload distribution and internal KYC Key Performance Indicators (KPIs)5. Composed comprehensive guidance documents and procedural frameworks to accommodate specific jurisdictional regulatory requirements 6. Created training content covering KYC topics, presentation skills, Malaysia Anti-Corruption Commission and fraud related issues for client engagements and sales 7. Led calibration sessions involving all pertinent stakeholders within operations, offering insights into error trends and effective solutions, leading to improved internal quality rates and reduced turnaround times as well as management of client clarifications and inquiries 8. Played a pivotal role in a forensic investigation project focused on fraudulent loan applications and mule accounts for a prominent Australian bank

1. Managed teams of 12 Quality Control (QC) and 14 Quality Assurance (QA) Specialists, while also managing an average of 8 to 10 projects simultaneously2. Implemented a new process to identify any gaps in the way errors are logged within reviewers to ensure consistency and accuracy of all errors found within a KYC record, resulting in a 18% increase in accuracy of quality results3. Designed a new method of work allocation for reviewers to ensure everyone receives a fair number of cases at random, which increased productivity by 11%4. Lead calibration meetings with all relevant stakeholders within operations (Subject Matter Experts (SME), Knowledge Management Team (KMT), key senior management, client managers) to advice on error trends and solutions with the purpose of increasing internal quality rates, which resulted in a higher turnaround time, as well as managing any client clarifications and queries5. Responsible for the improvement of internal quality of the entire department, creating weekly quality reports, co-creating action plans alongside management for low performers and analyzed error trends of all teams6. Attended and supported weekly policy, technology, operations, finance conducted for the approval of any changes or updates to client specific policies7. Acted as a point of contact for the operations team for best practice methodologies as well as specific client policies and regulatory interpretations

1. Managed the workload of 8 QC Specialists as well as KYC related queries directed to the QC team2. Reviewed and interacted with various internal departments to ensure research, accuracy, compliance and proper deliverance of reports by continuously providing comprehensive and constructive feedback to analysts3. Collaborated with KMT to establish platform workarounds for a Singapore Utility project, escalating any discrepancies found in the Utility’s policy and providing input of the SOP to the policy team (involved in the development of the due diligence matrix for a Singapore-specific entity type)4. Reviewed client specific policies and procedures to ensure there were no knowledge and policy gaps or ambiguous interpretation so the operations team is able to accurately assess risk profiles5. Served as a QC point of contact to support operations with any queries regarding the policy, methods of work, the platform, challenging cases as well as provide operational workarounds and ad-hoc trainings when necessary

1. Supervised a team of 5-8 case management analysts, managing their daily workload and performance2. Engaged in the user acceptance testing process and proof of concept for 3 major financial institutions in South Africa that resulted a signed contract3. Spearheaded a project for the first client in the Penang office, juggling multiple tasks including being in operations, quality assurance and reporting to relevant stakeholders as well as managing the performance and progress of another analyst4. Produced reports abiding to AML regulatory requirements by conducting due diligence and screening on subjects, identifying risk ratings to highlight high risk jurisdictions, sanctioned countries, cash intensive or high risk businesses and Politically Exposed Persons or Relatives and Close Associates5. Participated in monthly meetings with the QA, QC and SME teams to address and analyze error trends impacting the team well as the alignment of knowledge and quality on the production floor

1. Pioneered the development of the KYC team in Penang, migrating operations from Poland to Penang2. Managed a team of 5 junior analysts and led training sessions for the first 30 initial new departmental hires, analyzed the learning style of the training group and created new methods of training accordingly3. Piloted and managed a project for the world's largest broker dealer, identifying any showstoppers and formalizing a plan to resolve any arising issues, resulting in a signed contract4. Researched, analyzed and identified high risk customers and monitored the risk of potential Anti-Money Laundering or Terrorist Financing activity to ensure compliance with jurisdictional regulations5. Maintained a working knowledge of jurisdictional regulations (including countries in Asia, Europe, the UK, Canada, Australasia), Anti-Money Laundering efforts, USA PATRIOT Act and OFAC, FATF, JMLSG as well as the awareness of industry best practices6. Integrated policy requirements from Policy’s due diligence matrix into a flowchart, which was adopted into an e-SOP for a more visual understanding of the process

1. Received a commendation from one of the department’s biggest clients (US Tier 1 bank) for a report written on a high risk individual2. Conducted enhanced due diligence research to identify derogatory and background information used to aid the clients’ decision in initiating, maintaining or closing business relationships

1. Analyzed data trends and reports, as well as presented findings to the management team every month-end.2. Worked alongside the management team to assist with the launch of a global training project to train analysts at Jabil operating locations worldwide to use a customized reconciliation tool within the SAP program. (Acted as the lead trainer for Jabil sites in Reynosa, Amsterdam, Memphis, Brazil, India, Ukraine, Poland and Florida)3. Participated in root cause analysis and process improvement projects to improve overall team efficiency.