Calvin Go Wee Huat

Corporate Ranking : Assistant Vice President

Operations & Service Leadership

• Assist the Head of Branch Operations in overseeing daily branch operations and customer service activities.
• Ensure smooth execution of frontline and back-office operations in line with bank policies and service standards.
• Act as the designated officer-in-charge in the absence of the Head of Branch Operations.

Customer Service Excellence

• Oversee customer service delivery across all service touchpoints to ensure consistent and high-quality customer experience.
• Serve as the escalation point for complex service issues and high-value customer complaints, ensuring effective service recovery.
• Monitor customer satisfaction metrics and implement initiatives to improve service quality and engagement.

Operational Risk & Compliance

• Ensure adherence to regulatory requirements, AML/CFT policies, and internal control procedures.
• Maintain strong audit readiness and ensure zero-defect execution in account opening, transactions, loan processing, and documentation.
• Identify operational risks and implement controls to mitigate potential issues.

Process Improvement & Efficiency

• Review and enhance operational workflows, SOPs, and service processes to improve efficiency and turnaround time.
• Collaborate with internal stakeholders (Compliance, Risk, IT, Product, Sales) to resolve operational gaps and improve service delivery.

People Management & Development

• Lead, coach, and develop customer service and operations teams to build capability and succession readiness.
• Support performance management, staff training, and cross-functional coverage planning.
• Promote a strong service-oriented and risk-aware culture within the branch.

Performance Monitoring & Reporting

• Track and analyse operational and service KPIs, including service turnaround time, complaint resolution, and customer satisfaction.
• Prepare reports and provide insights to branch and senior management to support decision-making.

Change & Crisis Management

• Support implementation of new systems, policies, and service initiatives.
• Manage service disruptions, operational incidents, and peak demand situations to ensure business continuity.

Corporate Ranking: Manager

• As Premier Universal Banker on handling operation and service matters for both Premier Banking & Premier Private Banking Segment.
• Ensured customer experiences stayed positive by providing attentive and helpful customer service for both premier customers & premier private customers.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Addressed customer service inquiries quickly and accurately.
• Assisted customers with sales transactions in timely manner to guarantee high level of customer service.
• Dealt with customer complaints calmly and professionally, providing appropriate solutions for continued customer satisfaction.
• Participated in internal activities committees and coordinated monthly team building activities.

• Corporate Ranking: Manager
• Financial
• To achieve membership acquisition, revenue and sales target by providing appropriate financial solutions to our Premier Banking customers.
• To expand the Premier Franchise by acquiring new PB clients via various marketing initiatives.
• To plan, organise, participate and execute event and sales activities in line with the PB business direction and other sales initiatives.
• Service
• To ensure service excellence by providing excellent customer experience at all contact points with our PB customers.
• To build sustainable relationship with PB customers by timely follow-ups and anticipate customers needs well in advance.
• To be proactive in engaging PB customers to achieve a growing customer satisfaction in line with aim to improving over customer engagement score on a consistent manner.
• Compliance
• To adhere diligently on all documentary and processes procedures and requirement.
• To ensure no lapses in control requirement and submit reports, both statutory and regulatory on timely manner.
• To ensure zero defect in account opening, sales transactions execution, loan submission and others.
• Corporate Ranking: Manager

• Corporate Ranking: Manager
• Attend to all walk-in customers by providing good customer service experience to them.
• Refer potential clients to RMs for sales / investment opportunities.
• Make telemarketing calls to Premier Members especially during campaign periods and / or other promotional activities / events.
• Engage the customers for AUM retention and top-up low balances to achieve AUM growth.
• Assist Customer Service Manager (CSM) on risk management (AML/CFT) reporting to maintain and ensure a high standard of operational control and audit compliance.
• Assist Consumer Branch Manager (CBM) & Premier Center Manager (PCM) on monthly fund house event planning, preparation and reporting on sales activities.
• Corporate Ranking: Manager

• Corporate Ranking: Executive
• Carrying In-Branch Solution (Ipad) to serve Premier Banking and Mass Banking customer on banking transactions.
• Assist customers on monetary transactions with TAU (Teller Assist Unit).
• Maintain a high standard of operational control and audit compliance.
• Ensure the smooth of daily branch operations which include front line supervision and authorization of banking transactions.
• Provide efficient customer services in meeting customers’ banking needs.
• Adhere to corporate and business specific compliance policies, guidelines and regulations.
• Corporate Ranking: Executive