Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
JASVINDER SINGH A/L HARABAN SINGH

JASVINDER SINGH A/L HARABAN SINGH

Kuala Lumpur

Summary

Dynamic professional with extensive experience at Citibank, specializing in client relationship management and strategic project implementation. Demonstrated success in managing complex projects and leveraging advanced Excel and CRM systems to improve operational efficiency. Recognized for strong problem-solving skills and ability to foster cross-cultural collaboration, leading to high client satisfaction and successful project outcomes.

Overview

22
22
years of professional experience

Work History

Assistant Vice President - Global / Regional Implementation & Client Services

CITIBANK
Kuala Lumpur
11.2017 - Current
  • Supported RFP preparation: i.e., custom project plans, self-bios, addressing of non-standard implementation related queries
  • Joined Sales and Account Management teams for key sales presentations on large pitches and provided input on areas related to implementation processes, requirements, and timelines
  • Managed multiple regional implementations ranging in complexity from moderate to complex, numbering from approximately 10-20 depending on scope and complexity
  • Implemented deals with highest level of quality and professionalism
  • Ensured total client satisfaction within standard guidelines and timeframes using standard project management templates and tools
  • Developed statement of work and project plan for the implementation and obtained client sign-off on the same. Work closely with the client to keep both current throughout the implementation if any changes to scope or timelines.
  • Scheduled regular project meetings with client's project manager by providing meeting agenda prior each meeting and send meeting minutes post each meeting.
  • For global deals originated from Asia (Regional Implementation Manager) & outside of Asia (Global Implementation), acted as the primary interface to the client for the globe throughout the implementation lifecycle
  • Engaged Technical Integration Manager (TIM) for the client's Asia file feed requests, and work closely with the Technical Integration Manager (TIM) to manage timelines, testing, and client expectations around the file feed deliverables
  • Engaged country implementation managers to provide in-country implementation support by providing clear guidance to the country implementation manager regarding project scope, client requirements, and project timelines for their respective countries.
  • Provided regular implementation status updates to both internal and client project stakeholders, highlighting key areas of progress and any issues or risks
  • Tracked all project issues and risks and engage key partners across the Citi franchise (i.e., Product, Operations, Service, Technology, Account Management, Relationship Management, etc.) to bring issues to resolution.
  • Educated/ trained clients on operational & service procedures as well as product functionality and/or coordinate with country implementation resources to provide on-site client training
  • Provided post implementation monitoring support for all deals once the implementation has been completed, ensuring all implemented solutions are running smoothly for 30 days after GO LIVE.
  • Provided a hand-over to Service and Operations partners using the agreed processes and templates

Manager - Implementation & Client Services

CIMB Investment Bank Berhad
Kuala Lumpur
01.2010 - 11.2017
  • Attended customers request relating to Payroll, Fund Transfer and other cash management enquiries via inbound call and providing First time Resolution and actioning the request on priority.
  • Provided advisory to customer regarding Bizchannel application and termination procedure as well as the charges and relevant supporting documents required for activation and termination.
  • Assisted customer that faces problem relating to Bizchannel system by providing end-to-end system support solutions.
  • Assisted customer by providing support on token (USB Pen Drive) installation and provide trouble shooting should the customer not able to access bizchannel.
  • Provided consulting and online-training to Bizchannel customer regarding CIMB Auto Pay Kit / CIMB BizConverter (Payroll system) from software installation to client data entry level.
  • Worked closely with CIMB vendor (I-Mocha), GIOD-IT Team, FSG team and the Payment Processing team should client payment in the Account Payable not processed.
  • Liaised with CIMB Client Administration team for activation of Bizchannel application as well as additional services requested by corporate customers.
  • Raised form on cases related to Stop Payment (Salary payment and Fund Transfer), Re-credit of payment (Salary Payment and Fund Transfer) and liaised with the inter department for approval prior instructing Payment Processing team for payment reversal.
  • Handled high level escalation and complaints from both internal & external clients with high professionalism.
  • Performed staff call monitoring (QA) where all information provided to customers are accurate and in line with banking standards and policy.
  • Monitored staff's monthly performance that meets individual KPI's.
  • Ensured staff adhere to the Biz Channel Call Centre Service Level Agreement (SLA) - 80/20.
  • Monitored Biz-channel Call Centre abandon rate and provide solutions on procedures to reduce abandon rates.
  • Worked closely with vendor and provides consistent solutions to cover gaps for process improvement.
  • Involved as team member in Product Management Projects for new BizChannel platform (RTB)
  • Project managed entire Bizchannel Call Centre outsourcing project solely within the stipulated costing and timeline.
  • Assisted other Implementation Manager in regard to Internal and External client training on Bizchannel products and services as well as on site charges.
  • Created and established new forms relating to manual submission and stop payments for online payments replacing formal process (letter instruction) to ease operation.
  • Involved as team member in the business unit task force to assist various process improvement.
  • Implemented and trained corporate clients especially large corporates on core online banking system (BizChannel) and other products (LMS, Direct Debit, FPX B2B, BizCheque, Bulk Cash, Bulk Cheque, Virtual Account, JomPAY, Plug and Pay and other Cash Management products).
  • Nominated as main PIC to conduct monthly classroom training for all region (Northern, Southern, Klang Valley, East Coast, East Malaysia)
  • Nominated as trainer to conduct BizChannel system and product training to a total of 80 Relationship Managers / Sales Managers across all regions in July 2014.
  • Project Managed to a self-initiative project (Interactive User Guide) in the direction of cost elimination replacing classroom and onsite training. The project involves planning from cost evaluation, vendor management, paperwork approvals, storyboard and screenshot preparation, and project review. The Interactive User Guide initiative serve to be the first in CIMB Malaysia and has been utilize by both CIMB Internal and External clients. This initiative thereafter has been initiated in CIMB Niaga, Thailand and Singapore with similar approach.
  • Project Managed for MAS to implement payment via swift for their Treasury Division. This includes file format revision for their Bulk Payments, Cheques, and MT940 via FileAct and MT101, MT199 via Swift. The project also includes payroll payment via Bizchannel system with end-to-end processing.
  • Implemented Bizchannel, LMS and Virtual Account for large corporate (MRCB) inclusive of end users (Executive and Non-Executive) training as well as project management weekly updates to MRCB top management and internal stake holders on project status until project closure.
  • Nominated for pre-GST testing together with product team at 6AM ensuring payments initiated via BizChannel are GST inclusive effective 1st April 2015.
  • Involved in creation of various templates, checklist, S.O.P's and processes to ease implementation traction.
  • Implemented JomPAY customize report for SYABAS and Syarikat Air Melaka to cater their system format for reconciliation purposes, followed by user training and utilization traction.
  • Consistently updated team on the latest information or development of product and services by the Cash Management Product team or alternate channels.
  • Constantly improved operation workflow to ensure system efficiency and customer satisfaction.
  • Ensured customer satisfaction in the support process, managing client's account, and managing anti-fraud personnel.
  • Consistently seeked root cause of problems or issues raised and address it to prevent recurrence.
  • Implemented BizChannel and user training (management and nonmanagement level) for large, preferred client (Tourism Malaysia) in Putrajaya and across all regions.
  • Nominated as a liaison person to monitor issues based on module availability during BizChannel migration exercise by working closely with all Implementation Manager's and Product PIC; ensuring issues are resolved within stipulated timeline before migrating customers. A weekly update is shared across all stakeholders

Senior Key Account Executive

DHL Shared Service Center
Petaling Jaya
01.2009 - 12.2009
  • Utilized various internal systems to track & trace customer information including shipments movements.
  • Built and maintained positive relationships with diverse stakeholders.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Served customers with knowledgeable, friendly support at every tracking and tracing cycle.
  • Completed call reports, paperwork, and on-going personal training by required deadlines.
  • Developed and maintained strong working relationships with professionals within assigned territory.

Human Resources Consultant

KPMG Business Advisory Services Sdn.Bhd
Kuala Lumpur
01.2006 - 01.2009
  • Built HR consulting capabilities focused on clients undergoing organizational change and development.
  • Contributed to business and HR functions by identifying, prioritizing and building organizational capabilities, behaviors, structures and processes.
  • Assisted and guided clients on HR procedures and program development by devising performance evaluations, job descriptions and industry-standard salary ranges.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Drove change management practices to enable organizational effectiveness and incorporate diversity and inclusion strategy to foster culture of inclusion to maximize competitive advantage and skills of workforce.

Broker Associate

TA Commodities
Kuala Lumpur
01.2005 - 01.2006
  • Promoted and managed key accounts through direct communication with clients and advised on palm oil palm oil opportunities and market trends.
  • Gathered customer information and maintained in CRM database.
  • Drove sales by following up with leads and new customers through outbound calls.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.

Telemarketing Sales Representative

Vsource (M) Sdn.Bhd
Kuala Lumpur
01.2003 - 01.2005
  • Completed daily cold calling and outreach to build sales pipeline.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Troubleshot problems for callers and helped independently resolve common issues.
  • Assisted with training and orientation of new employees.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Escalated concerns or advanced problem calls to management staff.

Customer Service Executive

Singtel
Malacca
01.2003 - 12.2003
  • Helped large volume of call-in customers every day with positive attitude and focus on customer satisfaction.
  • Promoted available products and services to customers during service, account management and order calls.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Applied strong communication and negotiation skills regarding refunds and programmed exchange.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Education

BBA - Business Administration

Southern Pacific University
USA
08.2006

Diploma - Information Technology

Informatics
Malaysia
12.2001

Certificate - Information Technology

South Kent College
United Kingdom
12.1999

Skills

  • CitiDirect BE
  • BizChannel CIMB
  • CRM systems
  • CitiDirect BE Reports
  • Advanced Excel
  • VBA
  • Pivot Tables
  • BizChannel Reporting Suite
  • SharePoint
  • MS Teams
  • E-Search
  • IBM Watson Explorer
  • MS Project
  • Account Services e-Flow
  • Host-to-Host
  • SWIFT
  • CitiDirect BE Integration
  • Leadership
  • Team Management
  • Client Relationship Management
  • Strategic Thinking
  • Problem Solving
  • Critical Thinking
  • Communication
  • Presentation
  • Time Management
  • Multitasking
  • Adaptability
  • Flexibility
  • Attention to Detail
  • Negotiation
  • Influence
  • Cross-Cultural Sensitivity

Accomplishments

  • Transitioned CIMB's BizChannel Call Center with zero downtime and full continuity, 12/2010
  • Delivered BizChannel software converter for SMEs from requirements to go-live, 12/2011
  • Authored standardized operational forms, improving compliance, 12/2011
  • Created Interactive User Guide (IUG) for regional clients, cutting training costs and onboarding time, 12/2014
  • Applied Six Sigma in Project Jaeger to re-engineer processes and reduce turnaround times, 12/2016
  • Analyzed call center data in Project WOW to reduce call volume and justify FTE, 12/2016
  • Delivered 150+ global cash implementation projects yearly with a 95% satisfaction rate, 01/2017 - Present
  • Led multi-currency cash management implementations for global clients, 01/2017 - Present
  • Trained junior team members, achieving 100% compliance with Citibank’s standards, 01/2017 - Present
  • Managed cross-functional teams, improving productivity and client success rates, 01/2017 - Present
  • Earned multiple peer-to-peer recognitions for leadership and collaboration, 01/2017 - Present
  • Successfully led CitiDirect BE implementations for regional and global clients, improving transaction efficiency and reducing operational costs.
  • Spearheaded Host-to-Host (H2H) integration, enabling real-time secure payments and reconciliations.
  • Received consistent Voice of Customer (VOC) praise for proactive problem-solving and delivery excellence.
  • Built strong cross-regional relationships, exceeding client expectations and driving long-term partnerships.

Languages

  • Bahasa Malaysia, Native proficiency (spoken & written)
  • English, Fluent (spoken & written)
  • Hindi, proficient (spoken)
  • Punjabi, Proficient (spoken)

Timeline

Assistant Vice President - Global / Regional Implementation & Client Services

CITIBANK
11.2017 - Current

Manager - Implementation & Client Services

CIMB Investment Bank Berhad
01.2010 - 11.2017

Senior Key Account Executive

DHL Shared Service Center
01.2009 - 12.2009

Human Resources Consultant

KPMG Business Advisory Services Sdn.Bhd
01.2006 - 01.2009

Broker Associate

TA Commodities
01.2005 - 01.2006

Telemarketing Sales Representative

Vsource (M) Sdn.Bhd
01.2003 - 01.2005

Customer Service Executive

Singtel
01.2003 - 12.2003

BBA - Business Administration

Southern Pacific University

Diploma - Information Technology

Informatics

Certificate - Information Technology

South Kent College

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