Mohd Salleh Zakaria

Leadership role tasked with overseeing and managing special projects within CIMB. Plays a pivotal role in project planning, execution, and stakeholder communication. Responsibility include ensuring business continuity, addressing end-user concerns, and contributing to strategic planning.

The Special Project Lead leads project teams, mitigates risks, and is able to work under tight deadlines, pressure and possesses a patient attitude to deal with a variety of situations and personalities, with the goal of completing

the project successfully.

Key Responsibilities

• Stakeholder Communication:

Act as a liaison between different departments, teams, and stakeholders with regards to

EUC Services.

Facilitate effective communication to ensure CX and project objectives are met.

Present project updates and status reports to management.

Project Oversight:

Develop and execute project plans, ensuring alignment with organizational goals.

Coordinate project teams, allocate resources, and manage timelines.

Monitor progress, identify risks, and adjust strategies as needed.

Business Continuity Planning (BCP):

Oversee BU BCP activities related to EUC Services.

Collaborate with relevant GT Infra teams during the BCP duration.

Ensure BU continuity during disruptions on endpoints.

Change Management:

Participate in Change Advisor Board (CAB) meetings.

Evaluate proposed changes to IT systems and assess their impact to EUC Operation.

Advocate for end-user needs during change implementation.

Customer Experience Management:

Address customer complaints related to EUC (End-User Computing).

Improve user experience by resolving issues promptly.

Gather feedback and implement enhancements.

Identify and communicate process/areas of improvements to enhance process flow and

promote efficiency.

Risk Mitigation:

Identify, assess, and mitigate project risks proactively to minimize disruptions and ensure

successful project completion.

Documentation and Reporting:

Maintain accurate records, project documentation, and progress reports.

Provide regular updates to management and stakeholders.

Team Management and Collaboration:

Lead project teams, fostering collaboration and teamwork.

Motivate team members and ensure project success.

Quality Assurance:

Ensure project deliverables meet quality standards.

Conduct reviews and audits as necessary.

• Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Mentored and motivated team members to achieve challenging business goals.
• Implemented staff training programs that improved service quality and increased customer loyalty.
• Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
• Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
• Managed team schedule with eye for coverage needs and individual strengths.
• Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
• Negotiated contracts with vendors to acquire competitive prices and quality products.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
• Resolved problems promptly to elevate customer approval.
• Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
• Motivated, trained, and disciplined employees to maximize performance.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
• Developed and implemented policies and procedures to improve customer service and satisfaction.
• Trained and guided team members to maintain high productivity and performance metrics.
• Reported issues to higher management with great detail.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Collaborated with other departments to establish productive and timely completion of projects.
• Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
• Increased customer satisfaction by addressing and resolving concerns in a timely manner.
• Participated in community outreach events, strengthening ties with local organizations while enhancing brand visibility.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
• Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
• Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
• Reduced operational risks while organizing data to forecast performance trends.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
• Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Cultivated interpersonal skills by building positive relationships with others.
• Worked well in a team setting, providing support and guidance.
• Self-motivated, with a strong sense of personal responsibility.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Applied effective time management techniques to meet tight deadlines.
• Gained strong leadership skills by managing projects from start to finish.
• Excellent communication skills, both verbal and written.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Provided professional services and support in a dynamic work environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Developed and implemented IT policies and procedures, ensuring compliance with industry standards and best practices.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Championed innovation within the organization by staying current on emerging technologies and identifying potential applications for business growth.
• Implemented effective disaster recovery plans, minimizing potential losses due to unexpected events or system failures.
• Elevated company-wide technical competencies by developing robust training programs on essential software tools usage best practices.
• Customized and repaired technology based on staff requests.
• Built, repaired and installed computer-related hardware based on deployment procedures.
• Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
• Enhanced system efficiency by streamlining IT processes and implementing automated solutions.

• Liaised with other departments to minimize network interruptions and possible downtimes.
• Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
• Customized and repaired technology based on staff requests.
• Updated customers and senior leaders on progress and roadblocks.
• Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
• Managed life cycle replacement of hardware and software.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Oversaw development and implementation of improvements to support network operations.
• Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
• Analyzed network security and current infrastructure, assessing areas in need of improvement.
• Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
• Wrote strategic business plans outlining need for departmental information technology resources.
• Implemented and maintained technology and software budget.
• Championed employee training initiatives focused on enhancing technical skills and promoting best practices across the organization.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.