FIRAS SHAFIQ FADZLI IFTIKHAR AHMAD

• Service & Analytics: Analysed customer data (VOC, CSAT) and performance trends to inform strategic direction and drive operational improvements.
• Regulatory & Audit: Managed and completed two major audits (BNM DIME Review, KPMG), ensuring full regulatory compliance with zero negative findings.
• Process Optimisation: Reimagined and optimised service delivery by identifying friction points and co-creating solutions with key stakeholders.
• Cross-Functional Collaboration: Partnered with stakeholders to unify service goals, enhance operational outcomes, and cultivate strong relationships with regulators (FMOS, BNMLink).
• Policy & Governance: Authored and implemented the Bank's Complaint Handling Policy, Complaint Handling Procedure, and VoC programme, embedding customer feedback into the decision-making process.
• Successfully managed and completed two major audits (BNM DIME Review and KPMG) with zero negative findings.
• Authored and implemented the Bank’s Complaint Handling Policy and Voice of Customer (VoC) programme, embedding customer feedback into strategic decision-making.
• Partnered with business and operations stakeholders to create and enhance over 10 regulatory and operational processes, including FMOS submissions, CCRIS reporting, and BNM reporting.
• Proposed and secured approval for a service recovery goodwill token programme with an RM36k annual budget, implementing governance controls to ensure accountability and mitigate abuse.
• Enhanced the internal service delivery quality assessment framework for complaint handling and service recovery, improving overall service standards.

• Collaborated with cross-functional teams to improve service delivery, directly contributing to a measurable increase in the overall Net Promoter Score (NPS).
• Spearheaded the integration of a gamified training program for Front, Middle, and Back Office teams, enhancing skill and knowledge retention through engaging and competitive challenges.
• Coordinated customer-centric initiatives across Business Units to boost the customer satisfaction score and reduce customer effort, fostering a more seamless banking experience.
• Orchestrated a partnership project with regulator trainers to develop a structured training program on Fair Treatment of Financial Consumers (FTFC), ensuring the consistent delivery of better, more ethical service.
• Developed and executed customer-centric strategies that supported the company's mission to become a "Bank of Choice" and deliver "Unrivalled Customer Service."
• Implemented a structured internal and external engagement program that recognized significant employee and customer contributions, improving morale and driving key motivating factors.

• Developed and enforced company-wide policies and standards for Customer Experience Management (CEM), ensuring alignment with regulatory frameworks.
• Maintained full compliance with Bank Negara Malaysia's CURE assessment criteria by staying diligently updated on all required standards and guidelines.
• Conducted routine audits of processes and procedures to verify adherence to compliance and quality requirements.
• Authored and deployed comprehensive staff training programs, improving understanding and application of quality assurance and compliance protocols.
• Managed compliance records and documentation to support all quality and regulatory efforts.
• Provided data-driven recommendations for risk reduction and addressing potential concerns, leveraging analysis of customer feedback, complaints, and potential complaints.
• Collaborated with internal stakeholders to create and execute remedial action plans, resolving issues and mitigating risks effectively.
• Analyzed customer feedback and data to identify trends and opportunities for operational improvement, directly impacting customer satisfaction and business outcomes.

Unit Lead, Customer Resolution, Investigation & Outbound Servicing | June 2015 – March 2021

• Led and mentored a high-performing team of up to 10 Subject Matter Experts (Managers and Senior Officers), providing strategic direction for customer resolution, investigation, and outbound servicing.
• Spearheaded the establishment of a new, independent team, successfully expanding departmental capabilities.
• Streamlined technology service reporting processes, improving efficiency and data accuracy for management.
• Developed and implemented training programs to enhance staff skills and foster the growth of future leaders.

Team Leader, Complaint Management | June 2015 – December 2016

• Managed a team of four Service Managers, ensuring the swift and effective resolution of complex customer cases.
• Authored and presented comprehensive reports to management, providing key insights to drive strategic decisions and improve customer satisfaction.
• Mentored and coached team members, directly contributing to their professional growth and the team’s overall success.

Customer Service Manager | November 2012 – June 2015

• Oversaw daily operations and complaint resolution across multiple banking sectors, consistently achieving positive customer outcomes.
• Recognized by both leaders and customers for exceptional communication skills and a proven ability to resolve difficult issues effectively.
• Pioneered projects focused on mentoring managers and agents in service excellence, enhancing the team's complaint management capabilities.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

• Mentored and guided a team of Customer Service Officers, helping them achieve professional development goals and consistently meet or exceed Service Level Agreements (SLAs).
• Recognized by management as a "Quality Person" for consistently demonstrating exemplary call-handling skills and outstanding customer relations, often going above and beyond to ensure customer satisfaction.
• Selected as one of five Assistant Managers for the Universal Skillset Pilot Project, a key initiative to cross-train staff, demonstrating strong performance and adaptability.
• Oversaw daily operations for Singapore Credit Cards, managing high-volume inbound and outbound calls while maintaining high-quality service standards.
• Managed call monitoring and quality assurance, contributing to seamless floor operations and efficient one-stop resolution for customer inquiries.
• Collaborated with the Team Manager to streamline operations, including online charge waivers and End of Day (EOD) validations for team member compliments.
• Played a pivotal role in the Knowledge Info System project, contributing to the streamlining and improvement of Standard Operating Procedures (SOPs).
• Successfully cross-trained in Singapore banking operations, gaining expertise in a diverse range of credit card products, fund transfer services, and the Easi Credit personal line of credit.
• Expertly managed a wide range of customer issues, demonstrating deep product knowledge related to credit card charges, services, and resolutions.

• Credit Card Operations Executive, HSBC Singapore
• Managed end-to-end back-end processing for credit card applications, advancing from basic data entry to higher-level responsibilities like credit approvals and manual worthiness reviews. Achieved high-quality output with minimal errors, exceeding operational standards and demonstrating a strong commitment to accuracy.
• Recognized as a Queue Champion for my effective resource management and strategic planning, ensuring the consistent attainment of daily application completion targets.
• Demonstrated leadership and communication skills as editor-in-chief for the employee engagement newsletter, successfully coordinating content and fostering a positive and collaborative team culture.