- Leading around 120 FTE across Finance and 24/7 Customer Support accounts together with my leadership team of 3 Senior Team Leaders and 12 Team Leaders, focusing on seamless service delivery and operational excellence.- Directing staffing plans, resource allocation, and team development to align with client needs, ensuring sustainable team performance and high client satisfaction.- Spearheading multiple projects with my leadership team, ensuring the team grows to adopt more incoming clients, showcasing strong project leadership and capacity for client expansion.- Engaging regularly with clients to ensure satisfaction, handle escalations, and oversee onboarding, fostering long-term partnerships and successful client outcomes.

- Managed and worked together with 6 Team Leaders under the Finance account by providing performance optimization, necessary mentorship for the team and client management best practices.- Enhanced team cohesion and accountability through strategic performance tracking, feedback loops, and individualized coaching.- Contributed to the success of the Finance account by overseeing efficient billing reconciliation, financial inquiry resolution.- Liaised with clients to ensure day to day team operation and SLA pertaining to the agreed expectation.

- Led a team of 17 in billing reconciliation, financial statement inquiries, and Airline ADM investigation, delivering accuracy and timely issue resolution.- Developed and implemented quality assurance protocols that improved inquiry resolution times and accuracy metrics.- Collaborated with cross-functional teams to address client inquiries, maintain high client satisfaction, and ensure operational efficiency.

• Performed, planned, and led a team in conducting the full audit cycle for all company branches of the company every month. • Reviewed all of the currently implemented SOP and its application in all company branches to ensure the relevancy with current flow of business on a monthly basis. • Prevented possible fraud by doing a post disbursement checking to 10% sample of direct customers in each company branches.• Presented the audit result quarterly to the stake holders along with the findings and future suggestions.

• Conducted full cycle of annual financial statement audit of 2 client’s company within 3 month period each.• Drafted, finalizing bi-lingual audited annual report. • Assisted client's IPO preparation & restructuring plan.