Steers the day-to-day operations of Credit Acceptance, Customer Interaction, Process Management and Collection on market level.- Implements, measures and reports KPIs for Operations (incl. Operating Model KPIs).- Identifies improvement potentials and implements within market Operations.- Initiate continuous process improvement activities and deploy tools, methods and cultures (e.g. Lean SixSigma, Rapid Change, etc.) across the organization.- Adapts global Operations Strategy framework to local strategy, policies and procedures and implements locally the Operations Strategy target picture.- Supports the Global Chief Operations Officer (COO) and Operations Headquarters in bottom-up planning and preparation of budget and market roadmap.- Issues proposal to the local management for market roadmap (project portfolio prioritization).- Monitors and controls the local Operating Model-/IT-related budget.- Performs demand management for business / IT resources on local level.- Performs local portfolio management (time, cost, quality) and drives the IT/business feasibility process as well as potential issues.- Monitors IT service delivery.- Co-develops and executes on strategies to loyalize customers (in alignment with global target picture).- Drives implementation of global customer interaction strategy across all channels.- Provides customer insights and customer feedback results to customer committee.- Monitors customer feedback and provides customer insights & consolidated reporting to Global COO and Operations Headquarters.- Supports new product proposals (NPP) process with respect to operations and process aspects.- Ensures timely implementation of relevant regulatory and legal external requirements as well as internal written frameworks (for instance Information and Data Security related measures).- Steers and coordinates efforts needed from Group IT and Business areas towards the enhancement of IT Infrastructure and/or business processes.

Governance of BMW’s Joint Customer Interaction Centre Service Provider’s performances and services to BMW Group.• Develop, in collaboration with Service Provider and PMQ the training requirements for the CIC team including Quality Assurance as well as Learning Development.• Customer Journey Mapping by analysis of strategies, metrics and mechanism to ensure best in class service level in all platforms as well as touchpoints.• Managing customer complaints exercise, by managing volumes and ensuring resolutions provided are within the agreed turnaround time as well as KPI monitoring strategies.• Recommend improvements and changes to other operation teams and departments such as Sales, Marketing and Compliance in order to further enhance the overall customer experience of the organization right from the origination stage.• Consistently ensuring the effectiveness of product and process knowledge of the customer facing associates.• Create and execute strategies to improve customer satisfaction indices including but not limited to NPS, CSAT and FCR.• Research and Development(R&D) on modules for BMW Group Loyalty+ App to enhance user experience and increase the app’s take up rate.• Drive changes towards digitalization by incorporating customer demand onto the Digital platforms.• Regional Customer Experience representing Malaysia and Singapore in the Central Customer Interaction Center governance committee.• Attended the Global CIC Governance Conference in Munich, Germany on July 2019 to leverage on market best practices revolving around Customer Experience and Advocacy.• Drive changes towards digitalization by incorporating customer demand onto the Digital platforms. Increased the take up rate of BMW Group Loyalty+ App.• Project Lead for BMW Financial Services’ Sales Operating Model.

•Hired to lead and manage the daily operations of the Technical Support Center. Total reporting headcount of 25+ individual comprising of Technical Support Specialists and Technical Team Leads.•Implemented Continuous Improvement initiatives to improve the key deliverables of the Contact Centre such as OSAT, CSAT, SLA, Call Quality and minimizing waste.•Introduced employee recognition programs, management communication forums and career path blueprint that boosted workforce retention and morale of the employees.•Facilitated process migration from San Antonio, USA to KL comprising of hiring 12 new talents and a Team Leader. First in the organization to successfully amalgamate 24/7 Contact Centre Operation in BD KL.•Spearheading the Kaizen Committee, specializing in training and leading the employees towards improving the existing processes to achieve optimized output whilst reducing Operation Cost.

Key Callouts:- SharePoint Developer (Content Manager for 4 sites)- Tableau / Datavidz- Salesforce ( Dashboard, Reporting and Analysis)- WFM (Workforce Management, Reporting and Analysis such as shrinkage)- AML and Compliance Certifications- People Leadership ( 2 years + )- Project Management/Migration (2 years)- CRM (NPS Analysis and Action Plan)- KANA (Email processing)- Business Acumen- Business and Operational Policy (BOP)/ Create and maintain SOP in-line with ISO Certification.Position : Team Leader, Resolution and Protections Operations APACi) Immediate superior for 16 Protection Services Executive and 1 Senior Agent. ii) Responsible for daily operations and SLA adherence.iii) Provide consistent encouragement to teammates, including communicating team goals and identifying areas for new training and skill checks.iv) Weekly/ad-hoc coaching for direct reports, utilising modules such as Situational Leadership.v) Manage & lead the team to achieve customer goals, including develop and maintain positive partnership with internal clients such as Account Managers. vi) Develop strategies to promote teammates adherence to company regulations and performance goals.viii) Generate and share comprehensive and detailed reports about team performance, Mission-Vision related objectives as well as advocate PayPal Values. ix) Provide quality customer service, including Sync-Up with OE and PI on a bi-weekly basis as well as adhoc interactions in order to ensure all processes are up to date. xii) Drive high employee engagement and motivation (2016 IMPACT’s Manager Effectiveness Score of 100%).

Position : Team Leader, Point Of Sales(POS) Enablement (ANZ,HK and SG)i) Immediate superior for 16 Analysts. ii) Responsible for the Point of Sales (POS) process migration to KL Hub from Sydney. iii) Lead the end-to-end POS Enablement for American Express merchants across the JAPA region. iv) Manage ad-hoc enablement requests from partner banks ;HSBC, UOB,ANZ, CBA,WestPac etc. v) Manage & lead the team to achieve customer goals, including develop and maintain positive partnership with internal clients such as Account Managers. vi) Engage with Client Relationship Managers and Front Office teams providing unsurpassed service while maintaining a balanced business approach. vii) Ensuring a consistent level of quality of services to Clients through timeliness and quality standards, in line with compliance initiatives of American Express. viii) Focal point for internal/external escalations. ix) Drive and implement Relationship Care principles to Clients. x) Coaching, development and performance management of team members to maintain established targets by the organization. xi) Practice Situational Leadership principles, adhere to PMP timelines and ensure delivery of flawless Quality and Compliance xii) Drive high employee engagement and motivation

Position: Senior Analyst/Trainer – Chargebacksi) Receives and responds to customer service inquiries via non-phone channel. ii) Effectively process acquirer disputes as per Global Network Services (GNS) Policies.iii) Post in-depth analysis on the case, process arbitration filing within the SLA or pursue other decision points including good faith attempt. ) Effectively manage chargeback Accounts – inventory & aging.iv) Ensure latest updated policies, procedures; desk instructions are read & complied with at all times. v) Report, analyze and recommend process improvements in light of trends observed for disputes and queries. vi) Create Training Modules, Conduct New Hire Trainings and periodic training activities as required by the organization. vii) Focal point for internal/external escalations. viii) Subject Matter Expert for Procedural Monitoring and Analysis of the entire Dispute Team. ix) Subject Matter Expert for Global Accounts Reconciliation. xi) Subject Matter Expert for Dispute Business Self Test / Compliance and Regulations Review. xii) Subject Matter Expert for the VoCM( Voice of Customer Metrics) team.

i) Manage and oversee the overall operation of quality department, especially Final Line Inspection, Tester line i.e. Wheel Alignment, Roller Test, Brake Test, Under Carriage Inspection, Engine Room Inspection and Shower Test. ii) Engineer in charge to manage and oversee the Vehicle Test Track which comprises various road condition such as twisted road, paved projection road, skid pad and many more. i) Manage and oversee the operation of Pre Delivery Inspection Centre’s Quality Assurance Section. ii) Implement Kaizen activities in order to maximize production and achieve high build in quality at lowest cost possible. iii) Introduce new methods / practices in order to minimize defect outflow from Inspection gates.iv) Involved in troubleshooting of defective vehicles, prepare comprehensive 8D report in order to prevent recurrence. v) On top of that, also involved in Parts Quality Assurance mainly to ensure parts supplied by local vendors comply to Nissan’s quality requirements. Parts supervised include Driveshaft, Steering Linkage, Door Finishers etc. vi) Evaluate product specification and quality performance to meet customer requirement. vii) Certified auditor for ISO 9001:2008. viii) Certified as Regional Trainer for Vehicle and Parts Quality Assurance by Nissan Motor Limited, Japan.