Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Chien Yin (Hailey) Ooi

Chien Yin (Hailey) Ooi

Penang

Summary

Dynamic compliance leader with a proven track record at Cisive Global, enhancing productivity by 15% through strategic process improvements and robust team coaching. Expertise in risk operations and quality assurance, coupled with strong stakeholder engagement, drives operational excellence and regulatory compliance. Adept at leveraging automation tools to streamline workflows and elevate data accuracy.

Overview

8
8
years of professional experience

Work History

Deputy Team Manager

Cisive Global
Penang
01.2021 - Current
  • Provide strategic leadership and mentorship to a high-performing compliance team, ensuring delivery of risk screening and verification services in alignment with client SLAs and evolving regulatory standards.
  • Drive team performance by analyzing key metrics and leading root cause investigations, implementing targeted solutions that significantly improved operational efficiency and reduced error rates.
  • Champion process integrity through proactive audits, customized training initiatives, and continuous enhancement of internal controls to maintain high standards of data accuracy and regulatory compliance.
  • Collaborate cross-functionally with global and offshore teams to refine handover protocols, streamline operational workflows, and reinforce governance structures.
  • Consistently recognized by senior leadership for leading impactful process improvement initiatives and fostering a culture of accountability, excellence, and continuous growth.

Quality Analyst

Teleperformance
Penang
01.2021 - 01.2022
  • Developed automated dashboards (Zendesk) to monitor service metrics and identify areas for quality improvement.
  • Conducted audits and calibration sessions, delivering insights that contributed to a 10% increase in customer satisfaction (CSAT).
  • Presented review findings to clients, collaborating on action plans to enhance service delivery.

Analyst – Risk Operations

LSEG Data & Analytics (formerly Refinitiv)
Penang
12.2017 - 08.2020
  • Conducted adverse media screening, risk assessments, and data analysis on clients/entities, ensuring compliance with global regulatory frameworks (AML, KYC) and client policies.
  • Performed dual roles as Maker and Quality Checker, delivering feedback and quality reviews to key stakeholders to drive operational improvements.
  • Mentored junior analysts, enhancing team capabilities and ensuring adherence to accuracy and compliance standards.
  • Collaborated with internal control teams to identify root causes of data quality issues, designing and implementing solutions that reduced errors and improved process efficiency.
  • Ensured all operations complied with internal controls, data governance standards, and data retention policies.
  • Key Achievements:
  • Led end-to-end improvement project: identified inefficiencies in Salesforce workflow, worked independently with process improvement teams, and co-developed automation tools that enhanced productivity.
  • Created and delivered training documentation via SharePoint, uplifting team knowledge and ensuring process alignment.
  • Contributed to the development of Excel and Salesforce tools for data restructuring, improving data accuracy and processing efficiency.

Screening Analyst

Blue Umbrella Limited
Penang
08.2017 - 11.2017
  • Performed investigations involving criminality, compliance checks, civil litigation inquiries, bankruptcy searches, and directorship evaluations.
    Involved in comprehensive pre-employment screenings including both employment and education verification processes.
  • Conducted extensive media and social media reviews to develop subject profiles and identify adverse information.
  • Executed due diligence aligned with global regulations while minimizing fraud risks using Bridger Insight alongside Lexis Nexis resources.
    Generated reports submitted for QA approval through Blue Umbrella's innovative pre-employment technology platform.
  • Researched candidate backgrounds from jurisdictions including Hong Kong, Singapore, Taiwan, China, Malaysia, France, United Kingdom, and Australia.
  • Collaborated closely with colleagues in Hong Kong utilizing Chinese and Cantonese for seamless communication.

Education

ICA Certificate - Anti-Money Laundering (AML)

Penang, Malaysia
01.2021

BA (Hons) - Business Management (Marketing)

Keele University
UK
01.2016

Skills

  • Risk & Compliance Operations
  • Quality Assurance
  • Internal Controls
  • Process Improvement
  • Automation
  • Salesforce
  • Excel
  • Zendesk
  • Data Analysis
  • Adverse Media Screening
  • Cross-Functional Collaboration
  • Stakeholder Engagement
  • Team Leadership
  • Mentoring
  • Performance Metrics
  • Root Cause Analysis
  • Regulatory Compliance
  • Data Governance
  • Microsoft SharePoint
  • Data analytics
  • Reporting tools

Additional Information

Available to work with cross-border teams and flexible time zones, Strong commitment to continuous learning and regulatory updates

Languages

English
Proficient (C2)
C2
Chinese (Cantonese)
Proficient (C2)
C2
Chinese (Mandarin)
Native
Native

Timeline

Deputy Team Manager

Cisive Global
01.2021 - Current

Quality Analyst

Teleperformance
01.2021 - 01.2022

Analyst – Risk Operations

LSEG Data & Analytics (formerly Refinitiv)
12.2017 - 08.2020

Screening Analyst

Blue Umbrella Limited
08.2017 - 11.2017

ICA Certificate - Anti-Money Laundering (AML)

BA (Hons) - Business Management (Marketing)

Keele University

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Chien Yin (Hailey) Ooi