Rikka Tan Email & Phone Number

Singapore

• Develop and execute Independent Audit on the operations teams of Bureau Services to drive compliance and quality improvement.• Prepares operational performance (S&Q) and risk & compliance related reports. • Review and perform division’s Risk and Compliance Self-Assessment and Regulatory Requirement Self-Assessment with relevant stakeholders.• Establish and conduct trainings on quality improvement of the Operations teams and on Company’s core values. • Vendor… Show more • Develop and execute Independent Audit on the operations teams of Bureau Services to drive compliance and quality improvement.• Prepares operational performance (S&Q) and risk & compliance related reports. • Review and perform division’s Risk and Compliance Self-Assessment and Regulatory Requirement Self-Assessment with relevant stakeholders.• Establish and conduct trainings on quality improvement of the Operations teams and on Company’s core values. • Vendor Management - Facilitate and manages vendor related matters and escalations. Conduct vendor audit and evaluate vendor’s performance. Achieved SLA of at least 96% on monthly basis. • Performs 2nd level checking and approval of billings for Bureau Services. Show less

Singapore

Lead the Channels team in Client Services Group (CSG) and manage escalations, team productivity, complex cases (i.e. Universal Adaptor, H2H, File encryption) and incidents relating to Corporate Internet Banking. • Represented CSG and participated in client journeys and projects for new mobile token and internet banking platform upgrade, working with Technology.Projects managed:- Site Widgets – Reduced 40% of incoming queries relating to site navigation from internet… Show more Lead the Channels team in Client Services Group (CSG) and manage escalations, team productivity, complex cases (i.e. Universal Adaptor, H2H, File encryption) and incidents relating to Corporate Internet Banking. • Represented CSG and participated in client journeys and projects for new mobile token and internet banking platform upgrade, working with Technology.Projects managed:- Site Widgets – Reduced 40% of incoming queries relating to site navigation from internet banking users. Constructed step by step guides for developers to create animated widgets, analysed users’ queries and designed client journeys on usage of internet banking, performed testing and feedback on the widgets. - Chatbot – Improved users’ internet banking experience with shorter turnaround time to obtain resolutions. Analysed the common requests from internet banking users, recommended a list of frequently asked questions and its solution. Performed testing and feedback on the Chatbot as an end user. • Performed testing of telephony systems, developed training plans, and conducted training for the CSG outsourcing team in Malaysia.• Trainer of Channels related products and processes (corporate cash and trade) for the department. Show less

Singapore

Lead and work on projects related to Corporate Internet Banking, Service Experience and Process & Service Improvements in Client Services Group (CSG).• Projects managed:- Enhanced Client Enquiry Management system – Improvised the classifications of errors and complaints, and eliminated unnecessary fields and procedures on the system.- Transfer of bank’s businesses to local unit (localization) – Participated in planning and development of training materials and communication… Show more Lead and work on projects related to Corporate Internet Banking, Service Experience and Process & Service Improvements in Client Services Group (CSG).• Projects managed:- Enhanced Client Enquiry Management system – Improvised the classifications of errors and complaints, and eliminated unnecessary fields and procedures on the system.- Transfer of bank’s businesses to local unit (localization) – Participated in planning and development of training materials and communication scripts for client services managers, conducted trainings to equip the teams with knowledge and skills to handle the clients’ queries. Performed testing on internal systems and internet banking platforms to ensure smooth transitions.- Transformation of CSG Brunei and CSG Malaysia – Raised efficiencies and reduced costs for the departments by providing trainings, conducting best practices sharing and revising certain operation processes within the department. • Developed training and learning materials and drove service & daily operational process improvements.• Co-ordinated and conducted monthly department training on service experience and Internet Banking related processes / systems.• Managed service experience activities in CSG (activities include errors & complaints management, calls & emails analysis, service quality evaluation, performance reporting, service reviews and meetings with the clients).• Represented the Operations &Technology segment and co-ordinated nominations of EXSA (Excellent Service Awards by ABS).• Took up additional role as a Client Trainer to provide trainings to clients on Internet Banking over the phone, web and onsite - Clients’ offices / SCB classroom, with large training class size of at least 20 participants. Show less

Singapore

• Managed cash, trade and channels enquiries and instructions for Corporate Clients over Phone and Email.• Provided internet banking training for Corporate Clients over the phone, web and onsite at Clients’ offices.• Managed complaints and escalations for the Channels (Internet Banking) Team.

Singapore

• Led a team of phone banking officers – evaluated calls, productivity scores, coached and motivated the team to achieve outstanding sales and service results. • Managed customers’ complaints and performed service recoveries.• Participated in Contact Centre systems maintenance and testing, as well as planning monthly capacity and schedules for a team size of 60.

Singapore

Supported daily operations of the call centre by servicing incoming phone calls, ATM Webphone and Internet Banking Chatbot from Personal Banking and Business Banking customers.

Wsq Advance Certificate, Training And Assessment (Acta), Competent

Advance certificate in training and assessment

Diploma In Business Administration, Entrepreneurship/Entrepreneurial Studies

Activities and Societies: Singapore Poly Ambassadorial Relation Corp Ambassador of Poly