Experience

Feet's

• Malaysia
• Human Resources
• 1 - 100 Employee

• Head of Product

  • Mar 2021 - Present

  Responsibilities:• Responsible for innovation and end-to-end launch of products.• Collaborates with Sales, Marketing and customers to co-develop a roadmap and drive products and features from concept to launch in a fast-paced environment.• Works with cross-functional teams and various stakeholders, including analytics, design/user experience, developer, and user enablement.• Turns data insights into products with actionable outcomes to the ultimate customer.• Works in an Agile environment and continuously reviews the business needs, refines priorities, outlines milestones and deliverables, and identifies opportunities and risks.• Partners with stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization.• Develops, owns, and executes product roadmap.• Works with user-focused departments to define the self-service user experience, support, and monitoring for customers.• Partners with sales departments to define the user experience, including support and monitoring.• Translates product roadmap features into well-defined product requirements including features, user stories, and acceptance test criteria.• Prioritizes and maintains the sprint backlog for assigned products, balancing the requirements of stakeholders.• Leads the product functional design process based on an intimate knowledge of the users and technology.• Defines and executes go-to-market plan, working to ensure that product management, marketing, and sales have what they need to be successful.• Develops and maintains appropriate tracking and reporting of product performance post￾launch to evaluate future investment.



CIMB

• Malaysia
• Financial Services
• 700 & Above Employee

• Project & Delivery Manager

  • Nov 2019 - Feb 2021

  Key Responsibilities Conduct end-to-end project implementation1) Project planning, risk management, quality control and implementation, vendor management, financial management, management of resource, collaboration and other related activities. 2) Track deadlines, assigns responsibilities, and monitors progress of projects.3) Consolidate and prepare progress reports to key stakeholders on overall project updates, mitigation of risk / issue, project spending and budget, resource management, timeline and other related related activities.. 4) Work closely with overall project team (not limited to Business Analyst, Developers, Testers, Infra and Delivery team) to deliver project that is within scope, budget and on time.Project Planning1) Prepare / develop project work plan, ensure it aligns with deliverables of project team (incl. vendor if applicable).2) Provide advise and plan for testing, data migration, deployment and training based on technical and business dependencies. 3) Establish project team based on the project charter and conduct kick off meeting, PWC meeting and PSC meeting.4) Manage, prepare, track and record all project related documents including changes, updates, minutes, approval and sign-off.5) Collect metrics i.e Requirement Stability Index (RSI) from RTM derived from Business Analyst and Defect Removal Effectiveness (DRE) from the reviewing of defects log under Testing for analysis and reporting.6) To perform resource planning for support, development, projects and subject matter experts. 7) Plan, manage and coordinate all IT and to project, plan and timeline related activitiy within interdepartments and vendors.8) Define the timeline, effort and key activites for the system changes and projects.9) Provide input and review for the integration and conversion strategies.10) Identify involvement of third part system in UAT. 11) Capture risk and issue and maintain the risk and issue register.



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• IT Project Coordinator (Implementation Manager for MasterCard Project)

  • Feb 2018 - Oct 2019

  • Managing multiple medium-sized project/initiatives as a Project Manager• Through discussion with customers, translates the needs into implementation activities, and guides customers with the established implementation procedures, standard specification and required documentation to provide end-to-end project execution throughout processing implementation projects.• Drive customer processing implementation projects of electronic payments processing business activities following the global project coordination methodology• Keeping track of project plan using Podio system and Microsoft project• Responsible for the planning, organizing, and management of project tasks and resources to bring about the successful completion of project goals and objectives• Possess good knowledge on the Credit/Debit card domain with more visibility on the transaction process from authorization till settlement.• Involved in project management activity beginning with defining the project scope till the closure• Preparing documents, such as Implementation plan, Global Task List, Implementation plan for the project scope• Work together with the technical implementation team to provide testing support (Offline – Online testing, comfort testing) for technical interfaces of financial institutions and their transaction processors and service providers (Banks and MSPs)• Perform project implementation management of MasterCard’s clients within agreed Time to Market (TTM). • Analyze requests from customer, process formalities & implement the requests within agreed target effective date. • Provide timely solution for escalations or requests from customer, escalation of relevant issues to Business Leader. • Perform kick off meeting & discussion with Market Delivery team and customer for new and any upcoming issues for action, recovery & solution• Provide mailbox management for Asia Pacific region



Viscon Systems Sdn Bhd

• Environmental Services
• 1 - 100 Employee

• Assistant Manager - Service Support & Planning

  • Dec 2015 - Feb 2018

  -Oversee overall SS(service support) operation management, planning, systems and controls, set and maintain productivity and quality standards.-Supervise and coach SS daily operations, direct and supervise operational staff including SS and other related work.-Improve the SS operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.-Institute rules, set rules and procedures for employees to follow. This includes setting policies in the workplace to ensure effective implementation and adherence among each and every employee in the organization.-Recruitment, supervising and evaluation employees and their job performance, give direction to employees on certain job tasks, resolve problems concerning employees' work performance, establish rules and procedures and create / manage work schedules.-Assist in the establishment and ensure compliance of operational unit's short-term and long-term goals with overall corporate objectives.-Assist in providing guidance to subordinates and impart working knowledge/suggestions to subordinates for a more efficient working environment and processes..-Responsible to lead and motivate co-workers to provide the best customer service. Able to influence, negotiate and persuade to both internal and external parties.-Provide strategic and tactical support to expand the customer base.-Maintain positive relationships with customers to facilitate achievements of objectives and targets.-Know the company's products and policies inside out and be able to communicate it to the other team members.-Handle customer complaints and queries and propose solutions or recommendation in a timely manner.-Managing employee performance appraisals. Conduct team briefings. Train and develop the team.



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• Subject Matter Expert

  • Dec 2013 - Jan 2016

  -Handling service request and solve it related issue.-In charge to provide training to new staff and update knowledge.-Back-up team leader and manage the team.-Consolidate report and escalation.-responsible for ISO 20k documentation for internal and external audit.-etc.

• Technical Solution Representative

  • Nov 2012 - Nov 2013

  -Providing telephone and email support for all applications, proprietary programs and computer equipment used by the firm-Ensuring the Help Desk is monitored at all times during hours of operation.-Responding to requests in a courteous, professional, and appropriate manner-Documenting requests using a ticketing system.-Assessing and resolving all support requests based on urgency, type of issue and available resources.-Applying problem-solving techniques to resolve Help Desk issues prior to escalating.-Troubleshooting and diagnosing software and hardware problems and arranging for repairs as appropriate.-etc.



CITIBANK

• Banking
• 700 & Above Employee

• CITIPHONE OFFICER

  • Jul 2011 - Jun 2012

  -To deliver excellent service through Citibank difference via phone interactions with existing customers by providing customer servicing/transaction capability and to prospects by generating interests and generates leads.-To identify cross sales opportunities with existing customers with an objective of deepening customer relationships.-Responsible for building the business and deepening customer relationships through execution of effective telephone banking process.-Accountable for meeting individual Standard of Performance (SOP) and Department goals and standards.-To provide customer's feedback to CitiPhone Service Manager / Service Supervisor to assist in decision making and enhancing the Bank image.-To comply with Citibank's policies and available procedures/guidelines to ensure safety and security of the Bank and customers assets are maintained.



Trueventus

• Malaysia
• Professional Training and Coaching
• 200 - 300 Employee

• Industrial Connection Executive

  • May 2011 - Jun 2011