Experience

Standard Chartered Bank

• Singapore
• Financial Services
• 100 - 200 Employee

• Complaint Resolution Unit - Client Experience

  • Aug 2016 - Present

  Complaint Resolution Manager Complaint Resolution Manager



BANK DBS INDONESIA, PT

• Complaint Management Unit Head

  • Jan 2015 - Sep 2016

  1. Main role is to facilitate and ensure Complaint Management and Reporting follows bank framework and to comply with the Regulator (BI & OJK). 2. Work closely with Business Unit and Support Unit to handle and improve Complaint Handling and other related areas. 3. To be responsible for investigation, resolution and reporting of all customer related complaints 4. To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented 5. To provide complaint trends and communicate lessons learnt to the Business Units & Support Units so service levels can be improved. Show less



DBS Bank

• Singapore
• Banking
• 700 & Above Employee

• Regional Operation Manager

  • Feb 2010 - Jan 2015

  1. To oversee and manage banking operations & managing branches & people within region by supervising and controlling the processing of transaction activities. 2. To support the bank’s business by ensuring compliance to DBS policies and procedures, BI regulations and DBS Group regulations, to ensure delivery of excellent service quality to customers. 3. Manages & monitor on Branch Health Check report through the identification & escalation, including coordinate cross-functions for performance improvements. 4. Actively reviewing & analyzing on processes, workflows, service level agreements, guidelines and provides any adjustment or improvement. 5. To act as AML Champions for the respective branch within The Bank’s AMLOC (Anti Money Laundering Oversight Committee) and as KYC and AML contact point for CBG business. 6. To motivate and delegate duties to staff in order the daily transaction processing are done effectively and completely as required and also efficiently on time 7. To encourage team work and open communication among staff/branch which is crucial in creating a good working relationship between departments to ensure smooth work flow/process. 8. Analyze any issues toward monthly branch self-audit, branch activities that are subjected to Audit trail will be identified and compiled into the Branch Self-Audit Report. 9. Reviewing on Customer Due Diligent (CDD annual review), PEP & HNW report and manage its submission on timely manner. 10. Responsible to manage branch staff capacity in order to meet BAU. 11. As a Service Delivery Manager (SDM) to manage & coordinate Outsourcing Service Provider (OSP) in order to ensuring that OSP will deliver the services as per agreement & meet our SLA. 12. To act as a BCP manager for CBG, preparing & review BCP plan, to arrange BCP exercise. 13. Preparing & conducting regular branch service meeting. Show less


citibank
• Banking
• 700 & Above Employee
• loan center manager

  • 2005 - 2008

Citibank
• Banking
• 700 & Above Employee
• CitiPhone

  • Oct 2000 - Sep 2004