Xu Hao Teo Email & Phone Number

Singapore

Singapore

Collaborate with stakeholders to align Client Lifecycle Management project objectives with organizational goals.Core responsibilities:-Execute project plans to optimise lifecycle management processes.-Lead process improvement initiatives involving automation and data visualisation tools, and target operating models.

Singapore, Singapore

Subject expert in Cards, Lending, Treasury, Payments & Deposit products, partnering with cross-functional teams to gather data points on customer journeys and implement technology solutions.Core responsibilities:-Led brainstorming sessions with cross functional teams to iterate customer journeys, address customer needs and challenges, protect confidential data, and mitigate risk.-Leveraged data analytics to explore operations issues and opportunities, uncover insights, and identify areas for improvement and risk mitigation.-Launched apps, designed customer journeys, and implemented technical solutions to support bank operations.

Singapore

Product Owner and Epic Owner for RPA initiatives, leading team of 9 specialists to drive RPA projects.Core responsibilities:-Oversaw RPA projects from end to end.-Member of pilot team to develop data-driven operating model for Cards & Unsecured Loans, streamlining business processes and improving client experiences-Mentored staff to ensure standardization and alignment of project operations with touch points, established individual and team performance OKRs, and conducted performance reviewsSignificant achievements:-Directed project to automate workflows for Covid customer relief package applications, generating significant cost savings.-Spearheaded 20 RPA initiatives

Singapore

Helmed 7-member team to deliver service excellence and fulfil cases in accordance with SLAs, monitor and justify team efficiency statistics, and continuously improved work processes.Significant achievements:-Received Spot Award for preventing potential financial losses by synchronizing tuition fee loan accounts with higher learning institutions.-Generated productivity and cost savings by leading project to automate and digitise customer application forms in collaboration with Technology Team.-Awarded STAR Excellent Service Award in 2017 and 2018.

Singapore

-Accountable for credit card charges disputes from customers, banks & merchants; provided guidance & oversee team for disputes matters in Team Leader’s absence-Independently analyzed and investigated disputes data, generated monthly management reports on chargeback statistics, provided findings/dispute reasons, and highlighted potential areas of concerns with recommendations to detect trends in fraud, fraud related chargebacks and sales activitiesSignificant Achievements-Awarded STAR Excellent Service Award in 2016 for service excellence -Streamlined processes & reduced time for preparation of reports through automation

Singapore

-Processed cards & unsecured loan applications on daily basis; provided on-job training for new employees-Assisted Unit Head on projects and case investigations-Analyzed data and provided findings & recommendations to improve operations-Provided feedback for new initiatives o improve processing and operational mattersSignificant Achievements-Awarded Cards & Electronics Payments International Asia Trailblazer Award (2014) for participation in new Business Activity Monitoring Project which reduced processing turnaround time; provided feedback and inputs during design & testing stage-Awarded GOLD Excellent Service Award (2014) in recognition of good service

Masters Of It In Business, Financial Technology & Analytics

Bachelor Of Arts - Ba, Economics, Second Class Honours