Haslinda Zakaria
Head Of Department
Shah Alam
Summary
Seeking dynamic challenges that test knowledge, experience, enthusiasm, and optimism while gaining further exposure and experience. As a flexible and practical individual, aspiring to realize potential within a corporate environment and handle greater responsibilities.
Overview
2025
2025
years of professional experience
3
3
Languages
Work History
Head of Business Initiatives
FWD Takaful Berhad
Kuala Lumpur, Malaysia
7 2019 - Current
- Heading Business initiatives in ensuring delivery of system development /readiness which is crucial for new products launch
- To support projects and initiatives rolled out by the organization, identifying and guiding the right people for each role and promoting teamwork by liaising with UAT and BAU team, vendors and Group Office people in order to complete the Agency Development, Online and Banca project for products as well as system deliveries
- Deliver Project / UAT initiatives rolled out by Group, Local Management or through Regulatory directives and facilitate timely completion of all identified activities
- To facilitate and manage end to end UAT testing for Agency, Banca and Online products and ensure the functionalities of systems are in place
- Manage resources allocation to perform UAT and regression testing
- To assist Operations team on retesting of BAU errors if need be
- Manage relationships and expectation from internal staff by providing update and support to ensure delivery of project is within the stipulated timeline
- To perform User Acceptance Testing (UAT), Regression Testing and Pre-Production Testing
- Lead for the project in ensuring systems and New Business operation readiness are in place before the grand launch of FWD Takaful Berhad on 29/7/2019
Senior Manager – New Business
FWD Takaful Berhad
Kuala Lumpur, Malaysia
04.2018 - 06.2019
- Leads for the projects involving New Business and Policy Servicing
- Subject Matter Expert (SME for Agency & BANCA Business products)
- Accountable for effective implementation of and adherence to established business processes, underwriting guidelines and service standard
- To work with FWD Group and Local Compliance and Legal ensuring compliance with the regulartory and internal requirements related to New Business and Policy Servicing
- Develop all correspondence documents and forms related to New Business and Policy Servicing
- Designing New Business end to end process flow for Agency & BANCA Business
- Performing, monitoring and ensuring UAT testing (for New Business and Policy Servicing) and all the activities and deliverables for product launching completed as per schedule agreed by management
- To identify opportunities to improve system, policies and procedures and recommend changes in ensuring work handled in a timely and quality manner
- Prepare/ Review of SOP, process, policies as well as procedures for New Business
- Developed all the New Business & Policy Servicing forms and correspondences
- Lead for the projects involving New Business and Policy Services for Agency
Manager – Business Solutions
AIA PUBLIC Takaful Berhad (APTB)
Kuala Lumpur, Malaysia
12.2014 - 03.2018
- Leads for governance roles for outsourcing functions under Customer Onboarding, Corporate & Member Experience, Customer Centres, Customer Care and Customer Contact
- Lead for any projects involving Business Solutions for Customer Onboarding Retail, Credit Life and Group Takaful products
- Assist on any projects involving Customer Centres, Customer Care and Customer Contact
- Subject Matter Expect (SME) for Governance Retail, Credit Life and Group Operations
- Monitoring and ensuring critical activities and deliverables for product launching completed as per schedule agreed by management
- Responsible for ensuring SLA’s and KPI’s are met and where possible exceeded
- To manage the outsourcing with AIA Berhad by managing the relationship with peers and colleagues
- To build and maintain effective internal relationships and communications with other departments
- To ensure operational excellence, process effectiveness and to drive the right business behaviors and results
- To work with AIAB ensuring compliance with the regulartory and internal requirements related to Customer Onboarding, Corporate & Member Experience, Customer Centres, Customer Care and Customer Contact as well as New Business and Renewal for Group Products
- Manual end to end processes for Gift Of Love (GOLF) Product
- Reviewing all correspondence documents related to Retail, Credit Life and Group Products
- Operation Governance for Customer Onboarding, Corporate & Member Experience, Customer Centres, Customer Care and Customer Contact via:-
- Monitoring SLA by ensuring reporting to be submitted by outsourced partner as per agreed timeline
- Internal QA/QC at counter-part as per agreed
- Analyze Performance for Customer Onboarding, Corporate & Member Experience, Customer Centres, Customer Care and Customer Contact
- Meeting SLA as specified and agreed at working level
- Enhancement/Review of current SOP
- Provide leadership in Takaful governance and consultancy in the areas of Operations and Services
- Ensure quality performance of outsource business units – Customer Onboarding, Corporate and Member Experience, Customer Centres, Customer Care and Customer Contact
- Improve customer experiences through enhance customer service strategy
Deputy Manager – Branch Administrations and Services
Syarikat Takaful Malaysia Berhad (STMB)
Kuala Lumpur, Malaysia
04.2012 - 11.2014
- Responsible to oversee the branches/service centres operations nationwide in order to ensure the adequate facilities and systems in place to support business as well as adhering to regulator’s requirements and service levels
- Provide assistance on projects to ensure project completed within timeline and continue taking note of potential issues and suggest action plans regularly that can help Takaful myCare Centre, Retail Centre, Takaful Desk Tabung Haji and branches in bringing them to higher level
- To assist Takaful myCare Centre, Retail Centre,Takaful Desk Tabung Haji and branches on daily operations issues such as handling enquiries through the Customer Care Management system and e-mails or inbound phone calls by staffs
- Responsible for liaising with all business owners in Head Office on any operational matters
- To liaise closely with Tabung Haji on both Islamic Financial Institution Centre (IFiC) and Takaful Desk Tabung Haji projects and initiatives
- Identify training needs, recommend and propose appropriate training program in area related to business products and processes as well as system training and customer service skills
- Provide coaching, training and guidance to service centre staffs on area related to business products, processes, system training including customer service skills
- Coordinate various training programs on products, processes and system usage for Takaful myCare Centre
- Key deliverables include arranging logistics, application of system IDs and sourcing of the required training materials
- Often require mobilize for branch visit nationwide to ensure deliverable of excellent services and determine on performance of branch grading
- Identify and recommend areas for system enhancement and procedural improvements for branches
- Completes the checklist for consolidation exercise as mandated by management
- Manages business relocation and staff deployment
- In this regard, will coordinate and discuss with Human Resource accordingly
- Appointed as Project Manager for the conversion of all platinum branches to Takaful myCare Centre (One Stop Service Centre) nationwide in completed the re-assignment within target date allocated by management
- High commitment and enthusiasm in completion of Takaful myCare Centre projects initiated since 2010 and as of 2014, total of 20 branches have been converted to Takaful myCare Centre
- Appointed as Project Manager for Branch Visit exercise
- This exercise to be conducted by Branch Admin and Services team
- It was made as part of the branch grading results and it had shown tremendous improvement on Takaful myCare Centre operations as overall and proven on the 2013 audit findings for all Takaful myCare Centres that showed satisfactory result and most issues encountered are only minor (not significant)
Assistant Manager – Branch Administrations and Services
Syarikat Takaful Malaysia Berhad (STMB)
Kuala Lumpur, Malaysia
04.2010 - 03.2012
- Coordinate various training programs on products, processes and system usage for Takaful myCare Centre
- Key deliverables include arranging logistics, application of system IDs and sourcing of the required training materials
- Conduct trainings on existing and new products’ development throughout all Takaful Malaysia branches nationwide to ensure staffs are kept abreast of latest development and new work processes
- Assist branch personnel’s in their day-to-day operations, such as handling enquiries through the Customer Care Management system and e-mails or inbound phone calls by branch staff
- Reviews and updates the Products, Processes and System Guide Manual as and when required
- Conducts quality audits nationwide to monitor branches’ service level and targeted performance attributes
- Identify and recommend areas for system enhancement and procedural improvements for branches
- Completes the checklist for consolidation exercise as mandated by management
- Manages business relocation and staff deployment
- In this regard, will coordinate and discuss with Human Resources accordingly
- Appointed as Project Manager for the conversion of all platinum branches to Takaful myCare Centre (One Stop Service Centre) nationwide in completed the re-assignment within target date allocated by management
Assistant Manager – Branch Services
Prudential Assurance Malaysia Berhad (PAMB)
Kuala Lumpur, Malaysia
03.2006 - 04.2010
- Coordinate technical training on system usage for new branch personnel’s
- Task includes arranging accommodation and transportation of staff, booking of training venue, application of system IDs, sourcing of training materials and conducting training sessions
- Organizing and conducting training on existing and new products for nationwide branch personnel’s
- The training objective is to ensure that staff is keep up to date the product knowledge, work flow processes and skills
- Assisting branch personnel’s in their day-to-day branch operation ie
- Enquiries through handling of referrals system, enquiries through e-mails or inbound phone calls by branch staff
- Review and updating of System Guide Manual to ensure that all branch staffs are equipped with the latest information on the system usage
- Nationwide branch services audit to monitor quality of service and compile feedback on branch performance
- Review of junior staff performance and relevant documentary evidence to ensure completeness, identify and recommend areas for system enhancement and procedural improvements for branches
- Led a team of staff for Implementation of Multimedia Information Display (MID) for 40 Prudential Assurance branches nationwide
- Responsible for negotiation, quotation, purchasing and installation of MID successfully in November 2017
Executive – Branch Services
Prudential Assurance Malaysia Berhad (PAMB)
Kuala Lumpur, Malaysia
08.2004 - 03.2006
- Handles payment services through cash, cheques or credit cards by customers, agents or employees of Prudential Assurance Malaysia Berhad (PAMB)
- Ensure new and renewal proposals and policy/certificates are in order for HQ processing
- Handles various inquiries, ie
- Walk-ins customers, agents and/or via telephone
- Ensure branches’ daily operations are managed well and in accordance to the rules and guidelines
- Provides weekly and monthly reporting to Branch Services
- Assumes Chief Cashier’s duties is required
Account Manager – Bumiputera and Government Agencies
SIS Distribution (M) Sdn Bhd
Petaling Jaya, Selangor, Malaysia
05.2002 - 07.2004
- Provide assistance, technical expertise and support to existing dealers
- Responsible for sales and marketing with a personal annual sales turnover of RM12million
- Responsible for developing existing and new business and to expand the existing marketing channels via sales and marketing campaign
- To carry out innovative sales activities in relation of sales for the betterment of company’s sales volume
- Achieving annual personal Gross Profit of more than RM600,000
Customer Service Executive
SIS Distribution (M) Sdn. Bhd.
Petaling Jaya, Selangor, Malaysia
05.2000 - 05.2002
- Provide assistance, technical expertise and support to dealers
- Follow up on orders status request by dealer, collection and payment status
- Responsible in innovative sales and marketing activities in relation of sales for the betterment of company’s sales volume
Education
BBA (Hons) Marketing
MARA University of Technology
Shah Alam, Malaysia 04.2001 -
Diploma in Business Studies
MARA University of Technology
Kuching, Malaysia01-1998
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Dependable and Responsible
Supervision and leadership
Organization and Time Management
Excellent Communication
Availability
Three month notice
Personal Information
- Health Status: Excellent
- Date of Birth: 19/1/1976
- Gender: Female
References
- Ms. Noor Jaznifa Mohd Noor, Chief Operations Officer, Takaful Ikhlas Berhad, 012-2055844
- Suhana Ashari, Senior Manager, Finance, FWD Takaful Berhad, 012-3163693
Timeline
Senior Manager – New Business
FWD Takaful Berhad
04.2018 - 06.2019
Manager – Business Solutions
AIA PUBLIC Takaful Berhad (APTB)
12.2014 - 03.2018
Deputy Manager – Branch Administrations and Services
Syarikat Takaful Malaysia Berhad (STMB)
04.2012 - 11.2014
Assistant Manager – Branch Administrations and Services
Syarikat Takaful Malaysia Berhad (STMB)
04.2010 - 03.2012
Assistant Manager – Branch Services
Prudential Assurance Malaysia Berhad (PAMB)
03.2006 - 04.2010
Executive – Branch Services
Prudential Assurance Malaysia Berhad (PAMB)
08.2004 - 03.2006
Account Manager – Bumiputera and Government Agencies
SIS Distribution (M) Sdn Bhd
05.2002 - 07.2004
BBA (Hons) Marketing
MARA University of Technology
04.2001 -
Customer Service Executive
SIS Distribution (M) Sdn. Bhd.
05.2000 - 05.2002
Head of Business Initiatives
FWD Takaful Berhad
7 2019 - Current
Diploma in Business Studies
MARA University of Technology