KELLY CHEN
Manager
Kuala Lumpur
Summary
Talented manager with a successful career showcasing expert team leadership, planning, and organizational skills. Equips employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor, known for exceptional management abilities and a results-driven approach. Collaborative leader who partners with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. A talented leader with an analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
Work History
Business Development Manager
The Edge Publication
Singapore
07.2024 - 02.2025
- Managed a new start up platform initiated in 2024 March with quarter issue publication from sales, marketing, content design, video shoots, editorial contents to execution of media entitlements.
- Total sales revenue of $138,000 signed contracts and incoming $220,000 contracts in February. Commendable increase from $100k closure by predecessor from 2023 to mid 2024.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
- Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
- Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Streamlined contract renewal processes to enhance customer retention rates.
- Independently set goals, directions and solutions for daily issues with minimal guidance.
Senior Relationship Manager
RHB
05.2023 - 04.2024
- Achieved Top Service Award for each quarter in 2023-2024 and Top Service SRM in JE branch for Dec to March 2024.
- Delivered consistent 150% revenue for Sept & Oct 2023.
- Worked with branch partners to maximize sales efforts to business customers and cross-sell other products and services.
- Requested customer feedback to drive client satisfaction and retention while quickly remedying issues.
- Collaborated with internal teams to deliver comprehensive wealth management services, maximizing client satisfaction and loyalty.
- Demonstrated adaptability in responding to changes in client needs or market conditions, adjusting strategies as needed for continued success.
Team Manager Branch Banking
OCBC BANK
Kuala Lumpur, Kuala Lumpur
01.2019 - 12.2021
- Top 2 branch full year 2019 (Cheras)
- Top digital sales branch for Jan, Feb, June 2021
- Top digital sales branch 1st half 2021 (19 cc/ 24 cc (central) / 75 cc (nationwide)
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Championed process improvements & Covid initiatives within the retail banking segment by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Fostered culture of continuous improvement, encouraging team members to pursue professional development opportunities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Relationship Manager
HONG LEONG BANK
09.2018 - 07.2019
- Acquisition of new customers to the segment
- Wealth, risk and legacy planning via treasury, insurance and investments advisory to pool of customers
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
Team Head
UOB
07.2013 - 06.2017
- Initiated and started platforms’ alternative sales channel, i.e
- Roadshows, workplace marketing, credisure and collaboration with childcare
- 230% increase of sales from Roadshows
- 250% increment in sales
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
Associate Business Manager
UOB
11.2015 - 11.2016
- Nurtured 5 to 15 new bankers to be able to effectively provide financial planning and provide financial solutions from first month running
- Conduct training on CRM systems, compliance, cross sales, etc
- 09/ 2016 - Top Team APE& Rev & best record holder of 230k APE with 5 HC
- 01/ 2016 - Top Team Revenue Award
- 01/ 2016 - Top Associate Business Manager Award
- 03/ 2016 - Top Associate Business Manager Award
- 03/ 2016 - Top Team Revenue Award
- 09 /2016 - Top Associate Business Manager Award
- Managed complex project portfolios, skillfully balancing competing priorities to deliver results on-time and within budget.
- Enhanced operational efficiency by streamlining workflow processes and implementing time-saving strategies.
- Collaborated cross-functionally to ensure alignment of department goals with overall company objectives.
- Spearheaded the development of compelling sales presentations that effectively communicated value propositions to prospective clients.
- Built a high-performing team culture through effective leadership, open communication, and regular feedback loops.
Insurance Sales Manager
UOB
07.2013 - 10.2015
- Provide financial analysis and life events planning
- Business model solely relying on call leads and referral from Property Specialist
- Provide continuous after sales support and profile review, continuous expansion of new customers, etc
- Support Mortgage Bankers (from mass to Privilege clientèle) with insurance advisory
- 09 / 2015 - Outstanding Award for Top Rev
- 09 / 2015 - Outstanding Award Top APE
- Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase agency's aggregate sales figures.
- Guided junior bankers through life, health, property and casualty insurance licensing and renewal processes.
- Structured internal role-playing exercises to improve agents' sales effectiveness, overcome client objections and enhance client renewal rates.
- Reviewed clients' policies every year and recommended product additions or revisions to reflect changing needs.
- Developed and maintained strong relationships with clients, resulting in a high level of retention and referrals.
- Utilized CRM software to track leads, manage client information, and optimize the sales process efficiently.
Relationship Manager
POSB Bank
01.2013 - 07.2013
- Generate sales in Unit Trust, Bancassurance, Home Loan, FX, Currency Link Investment
- Provide banking services, banking solutions and hit target
- 04/ 2013 - Top 3 Rookie
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
Senior Area Manager
KUMON Asia & Oceania
01.2008 - 12.2012
- Plans for SEA region growth based on data analysis, setting benchmarks, initiate projects for franchise and franchisee levels, tailored planning based, support franchisee on student growth
- Projects involved: Next 50 years direction planning task force, Instruction and Communication Manner Learning
- Boosted team performance by implementing effective communication and collaboration strategies.
- Led regional sales meetings to discuss progress, evaluate strategies, set goals collectively, increasing motivation levels significantly.
- Supported site management to empower front-line associates with skills and knowledge to carry out day-to-day assignments.
- Managed multi-unit operations to develop teams and optimize workflows for maximum business results.
- Tracked KPIs against benchmarking, market trends and competitor activities to develop strategic improvement plans.
- Drove continued growth across business areas by partnering with first-line management on revised approaches to customer service, sales and operational leadership.
- Spearheaded cross-functional teams in launching new products, resulting in greater market penetration.
Education
Bachelor of Arts - Arts & Humanities
THE NATIONAL UNIVERSITY OF MALAYSIA
Kuala Lumpur, Malaysia 04.2005 - 01.2008
MBA - Business Administration And Management
UNIVERSITY OF STRATHCLYDE
KUALA LUMPUR 04.2001 -
Financial Analysis
CFA
SingaporeSkills
- Strong in languages: English, Mandarin, Bahasa Malaysia, Cantonese, Taiwan Mandarin, Bahasa Indonesia, Korean
- Traits: Fast Learner, Observant, Analytic, Responsible
Business development
Relationship development
Decision-making
Team leadership
Customer service
Sales and marketing
Negotiations
Business planning
CRM management
Client consultations
Salesforce management
Significant Projects
KUMON 50th Direction Mission Task Force
UOB Roadshow Planning & Site Setup
OCBC Non-F2F Consultation - Agile COVID
Timeline
Business Development Manager
The Edge Publication
07.2024 - 02.2025
Senior Relationship Manager
RHB
05.2023 - 04.2024
Team Manager Branch Banking
OCBC BANK
01.2019 - 12.2021
Relationship Manager
HONG LEONG BANK
09.2018 - 07.2019
Associate Business Manager
UOB
11.2015 - 11.2016
Team Head
UOB
07.2013 - 06.2017
Insurance Sales Manager
UOB
07.2013 - 10.2015
Relationship Manager
POSB Bank
01.2013 - 07.2013
Senior Area Manager
KUMON Asia & Oceania
01.2008 - 12.2012
Bachelor of Arts - Arts & Humanities
THE NATIONAL UNIVERSITY OF MALAYSIA
04.2005 - 01.2008
MBA - Business Administration And Management
UNIVERSITY OF STRATHCLYDE
04.2001 -
Financial Analysis
CFA
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