Kah Boon Tan
Petaling Jaya
Summary
Results-oriented Operations Manager with nearly 11 years of progressive experience in BPO, Trust & Safety, and Content Moderation.
Proven track record of directing large-scale, multinational teams of 200+ FTEs while consistently exceeding strict client SLAs in Quality (99.8%+)
Strong background in process optimization (Six Sigma Green Belt), system migrations, Business Continuity Planning (BCP), and grooming talent for leadership succession.
Known for fostering a positive, psychologically safe work environment that yields 90%+ employee wellness scores.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager - Content Moderation
COGNIZANT MALAYSIA
09.2022 - Current
- Large-Scale Leadership: Co-manage a Trust and Safety department of over 200 headcounts, ensuring optimal team satisfaction, adherence to wellness standard hours, and minimum escalations.
- Unprecedented Quality Delivery: Consistently outperforming the 98.5% target SLA across multiple years.
- Productivity Optimisation: Maintained highly efficient operations with an adjusted workflow productivity of 105.83% in 2025, following a sustained 110.04% throughout 2023.
- System Migration and Onboarding: Served as the main Point of Contact (POC) for new hire onboarding. Established internal SOPs to smoothly transition workflows from Smart Track to Fieldglass. Reduced onboarding turnaround times drastically from 2 weeks to 3 -4 business days.
- Process Expansion: Successfully expanded quality team involvement into more complicated sub-workflows (integrating agents into gcases and Glinda review processes) due to high cross-vendor quality scores.
- Employee Wellness & Culture: Fostered a culture of open communication and skip-level escalation, resulting in exceptional H2 2025 wellness survey scores: 90% Work & Wellbeing, 91% Satisfaction with Work Setup, and 90% Manager Support.
- Talent Grooming: Created centralised transition matrices and actively groomed high-performing Subject Matter Experts (SMEs) into Team Lead and QA roles to ensure business continuity.
Team Leader - Content Moderation
COGNIZANT MALAYSIA
08.2019 - 08.2022
- Team Supervision: Managed 33 direct reports handling the Chinese and Korean markets, while overseeing shift operations for a floor of 40 to 50 agents.
- Launch Management: Acted as the 'Tenured Batch Lead', ensuring the seamless transition of new go-live training batches onto the production floor.
- Data & Reporting POC: Managed productivity updates for Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR) to ensure SLAs were met and communicated to clients.
- Risk & Crisis Management: Served as the POC for explicit content tasks (identifying project exposure percentages), and coordinated WFH logistics (device/internet dongle distribution) during remote work transitions.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
Team Leader - Content Moderation
ACCENTURE SOLUTIONS SDN BHD
05.2019 - 07.2019
- Oversaw day-to-day operations, and team support on a rotational shift basis.
- Lead weekly global policy syncs as KUL POC to ensure enforcement criteria are synchronised uniformly across all regional teams.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Conducted 1:1 feedback sessions to resolve conflicts and align team performance with client expectations.
Content Review Specialist (SME)
Accenture Solutions SDN BHD
05.2018 - 05.2019
- Converted to Accenture Permanent Staff and continue SME BAU tasks
Content Review Specialist (SME) & Acting Team Lead
MANPOWERGROUP (Contractor for Accenture)
08.2017 - 04.2018
- Interim Leadership: Stepped in as Acting Team Leader for 7 months during a critical manpower shortage, keeping the team strictly on target for weekly/monthly SLAs.
- Training & Floor Support: Delivered knowledge transfers to new joiners and conducted daily/weekly huddles to update teams on rapidly changing policy guidelines.
Content Review Analyst
MANPOWERGROUP (Contractor for Accenture)
06.2015 - 07.2017
- Analyzed and reviewed user-generated content to ensure strict adherence to client policy guidelines.
- Global Deployment: Selected to travel to Manila as an SME (Dec 2016 - Jan 2017) to provide critical floor support and training for the newly launched Manila site.
- Identified issues, analysed information and provided solutions to problems.
Education
Bachelor of Forensic Science (Hons) - Forensic science
Management & Science University
Shah Alam01-2016
Skills
- Operations Leadership
- Large Team Management
- SLA/KPI Fulfillment
- WBR Reporting
- MBR Reporting
- QBR Reporting
- Trust & Safety
- Content Review
- Policy Enforcement
- Explicit Content Handling
- Quality Assurance
- Process Improvement
- Six Sigma Methodologies
- Workflow Productivity Optimization
- Project Management
- Tool Migration
- New Hire Onboarding
- BCP execution
- Large-scale leadership
Certification
- Six Sigma Green Belt, AIGPE, 2020-05-01
- Six Sigma Yellow & White Belts, AIGPE, 2020-05-01
- Certified Ethical Hacker, EC-Council Malaysia, 2014-10-01, 2017-11-01
Websites, Portfolios and Profiles
linkedin.com/in/louistankb
Awards
- Spotlight Award - Difference Maker, 2020-09-01
- Spotlight Award - Difference Maker, 2021-01-01
- Spotlight Award - Difference Maker, 2022-01-01
- Stewardship Award, 2016-11-01
- Stewardship Award, 2018-09-01
- Best SME Award, 2018-03-01
- Best Performer Award & Community Foster Award, 2017-06-01
Languages
Chinese (Mandarin)
Proficient
C2
English
Advanced
C1
Malay
Upper Intermediate
B2
Timeline
Operations Manager - Content Moderation
COGNIZANT MALAYSIA
09.2022 - Current
Team Leader - Content Moderation
COGNIZANT MALAYSIA
08.2019 - 08.2022
Team Leader - Content Moderation
ACCENTURE SOLUTIONS SDN BHD
05.2019 - 07.2019
Content Review Specialist (SME)
Accenture Solutions SDN BHD
05.2018 - 05.2019
Content Review Specialist (SME) & Acting Team Lead
MANPOWERGROUP (Contractor for Accenture)
08.2017 - 04.2018
Content Review Analyst
MANPOWERGROUP (Contractor for Accenture)
06.2015 - 07.2017
Bachelor of Forensic Science (Hons) - Forensic science
Management & Science University