CIMBAssistant Vice President
Sep. 2013WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaAVP, Operations Insights & Optimisation (Unit Head)
2022 – Present | CIMB Lead productivity tracking across Group Operations, covering transaction volume, audit trails, sign-in/out analytics, and KPI measurement. Oversee the Zero Lapse Program (incentive and recognition project) now in its second successful year, covering 35+ teams. Manage unit-level scorecards, productivity reporting, and operational insights to support executives and the GO Head in resource and process decisions. Conduct productivity briefings for regional teams in London, Singapore, Thailand, and Cambodia. Spearhead initiatives to translate complex data into actionable dashboards and insights. Manager, Process Optimisation & Project Management
2019 – 2022 | CIMB Coordinated cost-saving initiatives across multiple units, contributing to efficiency and resource optimisation. Led the Motion Study Project to measure cost-to-serve and productivity performance. Coordinated and validated Service Listings for operational clarity. Supported London operations on PEP and AML screening requirements (ad-hoc). Designated Compliance & Risk Officer
2017 – 2019 | CIMB Established risk and compliance assessments across business units. Conducted control effectiveness testing and reported compliance breaches promptly. Identified operational gaps and implemented new controls to strengthen compliance. Developed and monitored Key Risk Indicators (KRIs). Ensured staff adherence to policies and procedures. Authored 24 Standard Operating Procedures (SOPs) covering all products within the unit. Executive, BizChannel Unit
2013 – 2017 | CIMB Processed client applications within SLA/TAT, ensuring accuracy and customer satisfaction. Served as liaison with customers and internal/external stakeholders to resolve issues. Provided guidance and training to new hires on processes and procedures. Proposed and implemented process improvements that enhanced team efficiency and reduced turnaround time.
