Experience

Bank of Singapore, Asia's Global Private Bank

• Singapore
• Financial Services
• 700 & Above Employee

• Head of Functional Management

  • Jul 2022 - Present

• Director, New Business and Custody Services

  • Oct 2017 - Jul 2022

  Bespoke and Custody Services· End to end process mapping: Work together with internal and external stakeholders to form an end to end workflow and defining clear roles and responsibilities for new initiatives/tailored offerings under New Business· Network management: Handle onboarding, maintenance and offboarding relationships with custodians and nostro agents. Point of escalation to resolve escalated issues or new regulatory changes with custodians and nostro agents. Manage periodic service review to ensure service levels are maintained with existing relatioships.· Effective communication: Co-Chair weekly meetings with line managers to discuss on new and bespoke products or services impacting Operations· Project Management: Organize and participate in discussions related to new product launch. Track and complete the deliverables accordingly to the runbook. Provide coordination to impacted teams in Operations to ensure smooth execution of the agreed tasks. · Stakeholder management: Engage impacted line managers across Operations on new products and services and consolidate all relevant sign off conditions to working group committee. Hand-hold new initiatives or tailored offering cases closely with line managers till completion Show less

• Senior Associate, Treasury and Securities Operations

  • Jun 2015 - Oct 2017

  Transaction Risk Management, Co-Team Lead (Jun 2015 to Oct 2017)· Versatile and Agile: Selected to be part of Asset Migration Team for Barclays-BoS Integration Project (May 16 to Dec 16). Contributed in the Securities Stream base on previous market experience with no prior knowledge on the internal process and system. · Strong project management skills: Build up strong project management skills by organizing and participating in joint workshops among different counterparts.Conceptualize the agreed discussion points into Migration Approach documentation for management sign-off. Co-author for Business Requirement Document (BRD) for IT implementation. Prepared test scripts for User Acceptance Testing (UAT) and raise critical defects to appropriate parties. Ensure open points are tracked and followed up promptly for closure. Co-author for new workflow tool BRD for IT change request. · Effective Liaison: Communicate and update various internal stakeholders and external custodians, and management closely so that every party is keep informed on the changes and progress of the project and policy changes. · Implement cost saving changes to BAU team: Assign to co-lead a team of 6 members on a change project. Implement a paperless process to streamline the current workflow in the team, which the team saves few hundreds in paper and printing cost monthly. · Efficient and Meticulous: Work closely with team members to complete verification of client instructions within stipulated cut-off time. Perform signature verification and retrieve voice calls to verify callbacks of marketing assistants with end clients on asset transfer instructions in accordance to Fraud Prevention Manual. · Leadership: As one of the 2 co-leads in the team of 14, able to handle escalations when issues arise and guide the team appropriately to resolve problems. Planner inweekly workplan and training schedule to ensure sufficient resources to cover daily BAU volume. Show less



UBS

• Switzerland
• Financial Services
• 700 & Above Employee

• Operations Service Centre Functional Management, Team Lead

  • Jan 2014 - Mar 2015

  Strong Query Management Skills. As an administrator of the in-house query management system, provide oversight on the operations of the internal client hotline and web ticketing system Meticulous and Capable of Handling Large Size of Data. Consolidate and report daily and monthly dashboard for key performance indicators to senior management. Accomplished Trainer With Good End-to-end Planning and Organisation Skills. Define and execute Quality Assurance framework for service agents and processes in line with service delivery model for Wealth Management clients; Prepare training materials and conduct service delivery training and agent on-boarding sessions. Analytical. Perform query analytics through data mining techniques to understand client expectations and behavior to identify process gaps and market engagement opportunities for Run-The-Bank Line Managers. Effective Communication Skills. Engage stakeholders to identify opportunities for continuous alignment and improvement within processing teams from a front-to-back client servicing perspective through collaboration with various delivery partners; Provide liaison between project manager and various stakeholders for Avaya phone migration project Proficient At Task Prioritisation and Time Management. Perform User Acceptance Testing (UAT) and involve in ad hoc assignments, without disrupting the run-the-bank activities. Versatile and Adaptive. Selected to be part of a Cross-team collaboration project. Assimilated quickly into the team and was assigned to be the Voice Talent for telephone voice recording for internal and external clients’ hotline. Strong Leadership. During a period of low manning in the team, stepped up to oversee the daily business and continued training newcomers to stabilize the team. Show less

• Securities Specialist, Transfers

  • Aug 2009 - Dec 2013

  Excellent Customer Service and Problem Solving Skills. Service agent who handled all requests and queries from internal clients and to conduct investigations with custodians and liaise with counterparties. Efficient and Adept at Multitasking. Assumed a processor role to ensure settlement of transfer of securities and physical certificates, with or without payment accurately within the standard turnaround time; Performed ad-hoc UAT for system enhancements; Provide oversight on the risk issues within the team and ensured no outstanding Nostro and Depot breaks on a daily basis. In-depth Expertise In Query Handling. Revamped the reference materials on internal clients portal to self-help capability Strong Foundation in Training. Appointed to handle and resolve exceptions, escalations and time-critical cases; Trained up new service agents within the team; Advanced to a checker role to validate trades and train newcomers and juniors on processing domain. Proactive. Takes the initiative to update Standard Operating Procedures (SOP) whenever processes change. Operationalised New Process. Securities lending and borrowing business – which covered completion of UAT, overseeing the production rollout, creating SOP and training team members on the new process Versatile and Strong Multi-tasking Skills. Provide workload balancing within the team if volume is higher on one team than the other. Show less

• Operations Service Centre, Client Servicing

  • Dec 2007 - Jul 2009

  Strong Customer Service. Client servicing role to support Client Advisors and Client Advisors Assistants in Wealth Management business. Knowledgeable in Securities Services Domain. Handled Securities Operations related queries and service requests on clearing and settlement, corporate actions, transfers, pricing and data management. Team Player. Liaised with various processing teams and custodians to provide advisory solutions to our internal clients within the service level agreement. Wide Work Capacity. Prepared daily KPI reports while manning the queries via hotline and emails. Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• Client Servicing Officer, Global Custody Unit

  • Aug 2007 - Nov 2007

  Strong Customer Service. Provide custody advice and support to corporate clients on trade settlement, corporate actions, billing and cash related issues/instructions via email and phone calls. Honed Effective Communication Skills. Liaise with internal departments and sub-centres to facilitate clients’ requests. Strong Customer Service. Provide custody advice and support to corporate clients on trade settlement, corporate actions, billing and cash related issues/instructions via email and phone calls. Honed Effective Communication Skills. Liaise with internal departments and sub-centres to facilitate clients’ requests.



UOB

• Singapore
• Banking
• 700 & Above Employee

• Personal Banker

  • Jan 2007 - Jul 2007

  Affable Disposition. Communicate to customers from all walks of life Good Listening and Planning Skills. Understand customers’ profile and recommend suitable consumer banking financial solutions such as insurance and unit-trust investments to the customers Strong Customer Service. Other than sales advisory, provide customer service to walk-in customers in the branch Affable Disposition. Communicate to customers from all walks of life Good Listening and Planning Skills. Understand customers’ profile and recommend suitable consumer banking financial solutions such as insurance and unit-trust investments to the customers Strong Customer Service. Other than sales advisory, provide customer service to walk-in customers in the branch