BAKHTIAR BIN BAHADON
Shah Alam
Summary
Dynamic and self-motivated professional with extensive supervisory experience in customer service and banking operations. Adept at leading teams, solving complex problems, and achieving goals through effective communication and innovative approaches. Strong interpersonal skills and a passion for customer engagement, public relations, and training. Resourceful, with a proven track record of consistent career advancement and a willingness to travel. Own transport available.
Overview
30
30
years of professional experience
Work History
Head, Education Management
Maybank Islamic Berhad
10.2017 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Executive
Maybank Islamic Berhad
03.2015 - 09.2017
- Being a primary trainer for Shariah Awareness segment in Maybank Islamic Berhad
- Responsible in conducting Shariah Awareness training for all sales personnel, Branch Managers, new intake as well as other level of staff in Maybank Group
- To engaged, managed and motivate staff as well as creating awareness on Maybank Islamic Product Concept (Shariah contracts)
- To encouraged and promote Maybank Islamic Berhad product and services
- To handle and manage all ad-hoc request concerning to Shariah training at branch level
- To update training materials based on the standard approved by Shariah Committee of MIB as well as Shariah Advisory Council (SAC) of BNM
- To coordinate, plan and schedule training efficiently within MIB team base on any new ruling, enhancement, BNM requirement, Audit findings and refresher
- Involve in any engagement activities specifically involving KME team as well as any program or event co-organized (MIB & Maybank Group) or sole initiating by the group
- To be involve and alert on any Shariah Non Compliance (SNC) related matters, close relationship with Shariah Management team of MIB for any fresh updates or enhancement from the authorize body and industry practices.
Executive, Sales Development & Training
Maybank Islamic Berhad
04.2013 - 02.2015
- Responsible managing sale support activities to business unit (Maybank Branches) such as training / briefing on financing, packaging, structuring, documentation and Shariah Compliance
- To engaged, managed and motivate staff as well as creating awareness on Maybank Islamic Product Concept
- To encouraged and promote Maybank Islamic financing product
- To managed business development activities direct to customers such as seminars / road shows including joint visits with business units
- Work closely with Branch Managers, heads of business units to improve performance to achieve business objectives
- To assist in marketing activities for Retail Banking customers to ensure growth of Islamic and Maybank Group Retail financing figure.
Executive, SME & Business Banking
Maybank Islamic Berhad
04.2012 - 04.2013
- Responsible managing sale support activities to business unit (Business Center) such as training / briefing on financing, packaging, structuring, documentation and Shariah Compliance
- To encouraged and promote Maybank Islamic financing product
- To managed business development activities direct to customers such as seminars / road shows including joint visits with business units
- To managed and motivate staff and respective business units
- Work closely with heads of business units to improve performance to achieve business objectives
- To assist in marketing activities to SME & Business Banking customers to ensure growth of Islamic and Maybank SME & Business Banking financing figure.
Head, Quality Assurance, Governance, Virtual Banking
Maybank Group
07.2010 - 03.2012
- To manage and lead Quality Assurance Team in terms of providing quality Call Scoring/Monitoring in line with the Industry practice for both Inbound and Outbound (Telesales) Team
- To ensure high standards of customer service quality and compliance are continuously improved and maintained in Inbound and Outbound (Telesales) operations through calls/transaction monitoring
- To ensure issues and areas of improvement are highlighted swiftly (corrective/preventive) and taken-up by Business
- At the same time to recommend process improvement or new development of processing and tools in improving and achieving Inbound/Outbound efficiency
- To identify possible recommendations on any identified key risks areas (Call Scoring activities) to the management level and to follow through any extreme cases to ensure that effective actions are properly done by relevant parties to address the gaps
- To ensure consistency of practices is achieved by regular calibration of scoring with all stakeholders
- To conduct an in-depth analyzing and diagnosis of calls would be able to be conducted on micro & macro perspective ranging from an individual to collective team performance to gauge performance and identify areas of improvement
- To prepare Monthly Call Quality report for Maybank Group Customer Care (Inbound) and Telesales team (Outbound) as well as to update the management on the gaps against Call Quality standard
- To take-up Governance initiatives in Risk / Compliance for Virtual Banking e.g
- Product Transparency Disclosure Guidelines, Personal Data Protection Act etc.
Lead Analyst, Quality Assurance, Governance, Virtual Banking
Maybank Group
09.2009 - 06.2010
- To assist Head of Quality Assurance in overseeing the whole operation for Quality Assurance Call Scoring Team for both Inbound and Outbound, and to ensure the smoothness of Call scoring activities
- To oversee that all Call Quality activities and customer related processes are carried out according to the compliance requirement (internal guidelines e-SPI and regulatory requirements)
- To lead Calibration activities amongst Quality Assurance scorers in ensuring the standardization in the unit and to calibrate with other business unit in meeting the objective
- To ensure proper distribution of call for the Team to achieve optimization in productivity
- To support other Governance initiatives in Risk / Compliance for Virtual Banking.
Quality Assurance Executive
Maybank Group
03.2007 - 08.2009
- To assuming the leading role in Quality Assurance Call Scoring Team for both Inbound and Outbound, and to ensure the smoothness of Call scoring activities as per Management’s directive
- To prepare Monthly Call scoring report for Maybank Group Customer Care, and to update the management on the Call Quality standard
- To lead Calibration activities amongst Quality Assurance scorers in ensuring the standardization in the unit and to calibrate with other business unit in meeting the objective
- To oversee that all Call Quality activities and customer related processes are carried out according to the compliance requirement (internal guidelines e-SPI and regulatory requirements).
Customer Service Executive
Maybank Group
01.2004 - 02.2007
- To ensure all calls being treated as first call resolution
- To minimize escalation cases as information need to be delivered completely to the customer
- The readiness to except any nature of calls concerning the department
- Prepared mentally and physically with all product knowledge in attending to calls
- To support and encourage other team members to perform up to the expectation in order for the team to achieve the gold
- To work closely with the Team Leader in ensuring the individual performance is excellence at all time.
Support Clerical / Teller
Maybank KL Main Branch
08.1994 - 12.2003
- In charged in collecting, processing and payment activities for foreign cheques deposit
- In charged in collecting and processing for local and outstation cheques clearing unit
- In charged in collecting and processing of Inward & Outward cheques returned
- In charged in manual salary crediting at the branch for company
- Assigned as a customer relation personal / teller in educating and assisting the customer in daily banking operation
- Assigned to ensure all the loan data being captured in the Loan Information System (LIS) in Credit Quality Control Unit for all consumer and enterprise loan
- Involved in capturing information for Employee Staff Option Scheme (ESOS) under the Corporate Services Department.
Support Clerical
Malaysian International Shipping Corporation
06.1994 - 07.1994
- Responsible to ensure all shipping manual on operation, movement and monitoring system being captured and updated accordingly.
Education
Education
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
Personal Information
- Age: 48 years
- Date of Birth: 09/04/1976
- Marital Status: Married
- IC Number: 760409-14-5937
Accomplishments
Selected as Top 5 Best Trainer in Maybank Group in 2018
Otherworktasksandcorporatesocialactivities
- Independent Panel for Maybank Group Domestic Disciplinary Inquiry (DDI) under Group Human Capital.
- Pengerusi, Ahli Jawatankuasa Surau Alam Suria, Sunway Alam Suria, Shah Alam
- Ahli Jawatankuasa (Bahagian Keagamaan) Persatuan Penduduk Sunway Alam Suria, Shah Alam
References
- Dato’ Mohd Zaihan Bin Mohd Zain, Corporate Advisor, Tech Art Sdn Bhd, 03-41423838, 012-3152315, zaihanmz@gmail.com.my
- Pn. Noreharizan binti Masari, Head, Knowledge Management & Engagement, Product Management, Maybank Islamic Berhad, 03-22972106, 019-3226452, noreharizan@maybank.com
- En.Syed Ahmad Munir Bin Syed Abdul Rahman, Head Analytic & Portfolio Management, Credit Administration, Operation, Enterprise Transformation Services, Maybank Group, 03-20708833 (ext 5547), 016-2653233, syedahmadmunir@maybank.com.my
Timeline
Head, Education Management
Maybank Islamic Berhad
10.2017 - Current
Senior Executive
Maybank Islamic Berhad
03.2015 - 09.2017
Executive, Sales Development & Training
Maybank Islamic Berhad
04.2013 - 02.2015
Executive, SME & Business Banking
Maybank Islamic Berhad
04.2012 - 04.2013
Head, Quality Assurance, Governance, Virtual Banking
Maybank Group
07.2010 - 03.2012
Lead Analyst, Quality Assurance, Governance, Virtual Banking
Maybank Group
09.2009 - 06.2010
Quality Assurance Executive
Maybank Group
03.2007 - 08.2009
Customer Service Executive
Maybank Group
01.2004 - 02.2007
Support Clerical / Teller
Maybank KL Main Branch
08.1994 - 12.2003
Support Clerical
Malaysian International Shipping Corporation
06.1994 - 07.1994
Education
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