Arniza Anwar
Head Of Customer Relationship Management
Kuala Lumpur
Summary
Senior Customer Relationship Management, specialized in rolling out new enhancements & integrations. Experienced in EDMS, CRM, AVEVA, SAP, Core Banking. Owner of CRM, administers, managed & responsible for the adoption & optimization rate of the bank. Has over 20 years experience in working with various industries; railway, oil & gas & banking sector. Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Willing to take on any task to help team. Reliable and dedicated team player with hardworking and resourceful approach. High-energy Head of Customer Relationship Management offering 5 years of banking experience. Effectively good interpersonal communication skills. Dependable and adaptable with resourceful nature and conscientious approach.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Head, Digital
Bank Muamalat Malaysia Berhad
Kuala Lumpur
03.2022 - Current
- Oversee the development, implementation, enforcement and continuous improvement of the project development and growth under the Digital Banking
- Developing short and long-term strategies for the digital project, including the operation of CRM, core banking integration, and also core platform development
- Supervise the operation of CRM, core banking integration, and also core platform
- Forecast and manage the budget planning for digital project spending
- Assist with the overall business planning, providing a current knowledge and future vision for the Digital Banking project
- Ensuring the digital project is continuously in full compliance with internal and external regulations, guidelines, and policies
- Appropriately assess risk when business decision are made, demonstrating particular consideration to the bank’s reputation, its clients and asset, adhering to policies and Bank
- Negara Malaysia’s Guidelines to ensure due compliance in all aspects of digital business and services
- Work together with Internal Audit, Compliance and Risk
- Management Division to ensure all the regulatory and policy requirements are complied at all times
- Responsible for the managing the general office administration and procurement for digital project section in
- Digital Banking
- Provide leadership and assist HOD to instill a team-oriented and result-driven digital business team
- Coaches and develop team members
Head
Bank Muamalat Malaysia Berhad
Kuala Lumpur
07.2018 - 03.2022
- Overall responsibility for a successful bank wide CRM implementation across business functions and customer contact points, post implementation, supports, user adoption, optimization, and value realization
- Overall ownership of CRM system and its operating model, including system features and integration, data usage process innovation, user access/ roles assignments and internal / external customer experience
- Lead and supervise a successful and effective implementation of CRM solution and its operating model across business functions and channels
- Drive CRM user adoption through effective implementation of operating model, impactful change management activities, proper analysis and holistic user support management
- Develop, lead and supervise all CRM optimization and change management initiatives in collaboration with CRM business champions across channels
- Build rapport with CRM business champions and other CRM stakeholders through effective communication and consultation to minimize disruption to CRM optimization and change management activities and impacts on ROI
- Owner of CRM system and its operating model, responsible for its implementation adoption and optimization including continuous improvements and innovation to its system features and integration, data usage, process and workflow
- Achievements & Accomplishments
- Rolled out FOS integration with CRM as one source of leads
- Change of primary telco service provider in CRM
- Establishment & roll out to production for consolidated change requests from business users
- Establishment & roll out of Online Deposit Account to CRM
Lead Document Controller
Hess Exploration & Production Malaysia B.V
06.2013 - 12.2016
- Job Summary
- Collects data from Development by identifying sources of information designing survey and collection methods
- Organizes information by studying, analyzing, interpreting, and classifying data
- Resolves retrieval problems by altering design to meet Operations requirements
- Prepares reports by collecting, analyzing, and summarizing information for Operation
- Readiness
- Maintains historical records by documenting system changes and revisions
- Contributes to team effort in Operation Readiness by accomplishing related results as needed by team
- Establishes and revises database by conferring with Development and retrieve data required by Operation team
- Maintains the current EDMS & Share Point ensuring that all information is managed according to the Global Standard
- Implemented & managed the project document control & document
- Management processes & systems
- Ensuring that the project is run in the most efficient capital project execution
- The key focal point in the Operation team (for Document Management)
- Ensuring that the vital key information is well presented & delivered by the Project team
- Helped to drive improvements within the Document Management context through leadership, standards, behavior & innovative solutions
- Achievements & Accomplishments
- Successfully completed and loaded all deliverables from Project to Operations into EDMS during the Early Production System following the Global standard & requirements
- Developed & rolled out the Document Control Procedure for NMB Operations which derives from the Global standards
- Successfully configured Aveva (Engineering Portal for Operations)
- Taking all the elements & requirements for North Malay Basin & Petronas
- Integrated all other systems such as WinPCs, EDMS, SAP into Aveva
- Introduced the Engineering Data Assurance Portal which enables the engineering data quality & integrity for Operation Excellence
- Introduced & rolled out the Operation Excellence document standard template throughout
- NMB Operations
- Conducted the gap analysis between the Global Standard & existing procedures
- Successfully introduced & implemented Asset Implementation throughout NMB
- Operations
- Managed & maintained the NMB Operations metadata in accordance to the Global &
- Petronas standards
- Coordinated & implemented project document control & document management
Document Controller/MoC Coordinator
Kebabangan Petroleum Operating Company
11.2012 - 06.2013
- Achievements & Accomplishments
- Successfully rolled out EDMS to the NMB Operations
- Implementation was done for all
- EPS documents using the Global Document & Data Standard
- Configured the EDMS from Global team (out of the box) into North Malay Basin and adopting all Petronas requirements
- Document Controller (Document Controller Lead For Cost Plus Package), (KPOC)
- Job Summary
- Handling project documents from MMHE
- Reported on document control processes
- Administered document lifecycle (author approve publish, revise and retire
- Prepared electronic document templates
- Checked incoming documents for readiness prior to processing
- Led the Document Control team for KPOC Cost Plus Packages with 3 team members
- Resolved & supervised all Document Control matters raised between the Contractor &
- KPOC
- Focal Point between DC team (KPOC) & Contractor
Lead Document Controller
MMC Oil & Gas Sdn Bhd
01.2008 - 07.2011
- Overall in charge of supervising other Document Controllers from various projects
- Prepares reports on project updates for overall documents progress
- Supervising & leading the Document Control Team
- Focal point for the Document Control Team for all inquiry & issues raised by Clients
- Managed & supervised a team of 10 Document Controllers from various project
Education
Bachelor of Arts - Communication Studies
California State University, Sacrament, USA
Sacramento, California 09.1998 - 12.2000
Skills
Project managementundefined
Accomplishments
- In Bank Muamalat :
- Rolled out FOS integration with CRM as one source of leads
- Change of primary telco service provider in CRM
- Establishment & roll out to production for consolidated change requests from business users.
- Establishment & roll out of Online Deposit Account to CRM
In Hess Exploration & Production Malaysia B.V:
- Successfully completed and loaded all deliverables from Project to Operations into EDMS during the Early Production System following the Global standard & requirements.
- Developed & rolled out the Document Control Procedure for NMB Operations which derives from the Global standards.
- Successfully configured Aveva (Engineering Portal for Operations). taking all the elements & requirements for North Malay Basin & Petronas. Integrated all other systems such as WinPCs, EDMS, SAP into Aveva.
- Introduced the Engineering Data Assurance Portal which enables the engineering data quality & integrity for Operation Excellence.
- Introduced & rolled out the Operation Excellence document standard template throughout NMB Operations. Conducted the gap analysis between the Global Standard & existing procedures.
- Successfully introduced & implemented Asset Implementation throughout NMB Operations.
- Managed & maintained the NMB Operations metadata in accordance to the Global & Petronas standards.
- Coordinated & implemented project document control & document management
Additional Information
I have over 20 years of experience ranging from Railway, Oil & Gas & currently with the Banking industry. A great team player with as strong skill set in problem solving. Loves working with various background of people & technology. Looking forward for a new challenge to optimize the experience and knowledge gathered.
Hobbies
1. Reading
2. Travelling
3. Horse Riding ( a big fan of horses)
Quote
Sell your cleverness and buy bewilderment.
Rumi
Timeline
Head, Digital
Bank Muamalat Malaysia Berhad
03.2022 - Current
Head
Bank Muamalat Malaysia Berhad
07.2018 - 03.2022
Lead Document Controller
Hess Exploration & Production Malaysia B.V
06.2013 - 12.2016
Document Controller/MoC Coordinator
Kebabangan Petroleum Operating Company
11.2012 - 06.2013
Lead Document Controller
MMC Oil & Gas Sdn Bhd
01.2008 - 07.2011
Bachelor of Arts - Communication Studies
California State University, Sacrament, USA
09.1998 - 12.2000
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