Dalvinderpal Singh DHILLON
Assistant Manager Operation | Clearing & Settlement, FX
Kuala Lumpur,14
Summary
Results-driven Assistant Manager with 7+ years of experience in FX clearing & settlements, operations management, and customer service. Proven success in reducing operational risks, enhancing settlement accuracy, and leading cross-functional teams. Strong understanding of global FX markets and compliance frameworks. Skilled in reconciliation, UAT, stakeholder coordination, and process improvement. Multilingual communicator pursuing a degree in International Business with added proficiency in Mandarin.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
9
9
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
7
7
Languages
Work History
Assistant Manager, FX Clearing & Settlements
HSBC - DCC Saudi Arabia
Kuala Lumpur, Kuala Lumpur
06.2022 - Current
- Responsible for the end-to-end clearing and settlement of FX transactions in alignment with HSBC's operational standards and regulatory frameworks. Focused on operational efficiency, risk mitigation, and client service excellence in the Saudi FX market.
- Managed processing and settlement of Spot, Forward, Swap, and NDF FX trades, ensuring accuracy and adherence to T+2 timelines.
- Conducted daily trade and cash reconciliations; investigated and resolved discrepancies to prevent failed settlements.
- Liaised with traders, clients, custodians, nostro agents, and internal teams to manage trade lifecycle and resolve exceptions.
- Ensured full compliance with regulatory obligations, including SAMA requirements and FX Global Code of Conduct.
- Identified and mitigated operational risks; contributed to audit readiness and control frameworks.
- Participated in UAT and implemented system enhancements to improve settlement speed and reliability.
- Supported reporting obligations, including internal MIS and regulatory submissions.
- Led onboarding and training for new staff; developed task segregation plans, managed leave planner, and facilitated team logistics.
- Coordinated cross-functional projects such as sanctions screening and market price reconciliation.
- Reduced settlement errors by 20% through enhanced control processes and proactive exception management.
- Improved trade settlement timelines by 15% through automation and process optimization.
- Successfully led team migration projects including Sanction Name Screening and FX Pricing Reconciliation.
- Developed and executed Return-to-Office (RTO) strategy post-COVID, ensuring seamless transition and minimal disruption.
- Recognized as a key contributor to team development, performance tracking, and operational resilience.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Academy Coach
HSBC Bermuda
Cyberjaya, Selangor
09.2021 - 05.2022
- Supported agent development through structured coaching and performance monitoring within the customer service department.
- Delivered coaching sessions to a team of 7 agents, focusing on service excellence and performance metrics such as AHT (Average Handling Time).
- Provided actionable feedback and mentoring to enhance customer interactions and operational efficiency.
- Improved team AHT by 15% and customer satisfaction by 10% through targeted coaching and real-time support.
- Played a key role in talent development and maintaining high service standards across the department.
Customer Care Premier | Academy Coach
HSBC Bermuda
Cyberjaya, Selangor
09.2018 - 05.2022
- Delivered high-quality service to Premier clients by resolving account inquiries, payment issues, and service requests across multiple channels. Ensured compliance with HSBC's service standards and contributed to overall client satisfaction and loyalty.
- Managed a high volume of inbound/outbound interactions while ensuring timely resolution of client issues.
- Handled appointment scheduling, payment troubleshooting, and escalations with accuracy and discretion.
- Maintained detailed knowledge of banking products and services to effectively assist Premier clients.
- Strengthened client relationships through personalized support and efficient service delivery.
- Achieved a 95% customer satisfaction rating through consistent, high-level service and issue resolution.
- Recognized for maintaining service-level performance across multiple communication platforms.
- Implemented innovative coaching techniques for better skill development and game strategy execution.
- Fostered a positive learning environment, promoting teamwork and sportsmanship among players.
- Evaluated athlete performance using data-driven insights from match analysis tools, resulting in more accurate assessments of individual strengths and weaknesses.
- Enhanced player performance by developing tailored training programs and coaching strategies.
Customer Service Professional
Telekom Malaysia Berhad
11.2017 - 08.2018
- Served as a front-line technical support representative, resolving customer issues related to telecom services and devices.
- Responded to inbound calls and live chat inquiries regarding internet and modem issues.
- Provided technical troubleshooting and ensured timely resolution of service disruptions.
- Escalated complex issues to higher-level support when needed.
- Promoted to 'Super-Agent' in recognition of outstanding performance and customer feedback.
- Selected to join the live chat team for demonstrating multitasking and high-efficiency communication skills.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than [Number] customers each day.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders, and pricing needs.
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Improved first-call resolution rates by proactively identifying common issues and finding effective solutions that could be applied across multiple cases.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
Administrative Assistant
TRS Resources Sdn Bhd
01.2016 - 09.2017
- Provided comprehensive administrative support to ensure smooth daily operations and effective communication within the office.
- Handled front-desk duties including greeting visitors, managing incoming correspondence, and answering general inquiries.
- Supported internal departments by organizing schedules, coordinating meetings, and maintaining office supplies and documentation.
- Collaborated with team members to improve workflow and facilitate seamless operations.
- Streamlined administrative processes, resulting in improved efficiency and better coordination across departments.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
Education
BBA - International Business
Open University Malaysia (OUM)
Petaling Jaya, 10 05.2020 - Current
High School Diploma -
Kunkwan Institute
Kuala Lumpur, 14 01.2024 - Current
Some College (No Degree) - Fitness Entrepreneur
Mifi Academy
California 11.2024 - 02.2025
High School Diploma -
SMK Buntong
Ipoh, 08 01.2006 - 01.2010
Skills
FX Clearing & Settlement Operations
Self motivation
Multitasking
Positive attitude
MS office
Problem-solving abilities
Teamwork and collaboration
Customer service and satisfaction
Microsoft office expertise
Coaching and mentoring
Financial management
Staff development
Staff management
Project management abilities
Goal setting
Adaptability and flexibility
Time management
Decision-making
Task delegation
Problem-solving
Team leadership
Operations management
- Customer Service & Relationship Management
- Trade Reconciliation & Controls
- Regulatory Compliance (SAMA, FX Global Code)
Certification
User Acceptance Testing (UAT)
Additional Information
Led planning and logistics for team building and training sessions., Key liaison for internal team access control, training, and task scheduling., Known for resilience, adaptability, and collaborative team leadership in multicultural environments.
Timeline
Some College (No Degree) - Fitness Entrepreneur
Mifi Academy
11.2024 - 02.2025
High School Diploma -
Kunkwan Institute
01.2024 - Current
Assistant Manager, FX Clearing & Settlements
HSBC - DCC Saudi Arabia
06.2022 - Current
Academy Coach
HSBC Bermuda
09.2021 - 05.2022
BBA - International Business
Open University Malaysia (OUM)
05.2020 - Current
Customer Care Premier | Academy Coach
HSBC Bermuda
09.2018 - 05.2022
Customer Service Professional
Telekom Malaysia Berhad
11.2017 - 08.2018
Administrative Assistant
TRS Resources Sdn Bhd
01.2016 - 09.2017
High School Diploma -
SMK Buntong
01.2006 - 01.2010
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