Leow ZhanSheng
Operations Support Services Manager
Petaling Jaya,10
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Operations Support Services Manager
Touch ‘N Go Digital Sdn Bhd
05.2022 - Current
- Oversee and manage e-KYC Operations team (10 members), Carinsure Teleteam (2 members) & Microlending Income Doc Operations team (27 members).
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Assisted in talent acquisition efforts, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Oversaw budgeting and financial planning for service department, achieving cost savings through streamlined operations and optimized resource utilization.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Monitored service staff performance and provided feedback for improvement.
Business Manager
Public Bank Bhd
11.2021 - 05.2022
- Oversee and manage loans department operations
- Analyze and approve new loan applications (credit assessment of clients), Retail and SME level in the absence of Branch Manager
- Source for new leads/loan applications, packaging suitable loan products to meet clients' financial needs/provide financial solutions
- Ensure branch practices are in line with ISO standards and comply with BNM requirements
- Trained and guided team members to maintain high productivity and performance metrics.
- Relief for Branch Manager on operational duties such as approval of loans, transactions and ensuring smooth implementation of branch’s services
- Cross-sell Bank products such as credit cards, opening of new CASA, insurance related products such as MRTA, OLTA, Employee Benefits Insurance etc
- Formulate and implement marketing strategies to ensure assigned KPIs are met
- Design and monitor system and procedures for effective reporting required by Head Office and/or government/statutory bodies.
Assistant Manager
Public Bank Bhd
4 2016 - 10.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various tasks.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Countersign loan applications processed by Senior Executives at branch level.
Senior Executive
Public Bank Bhd
08.2012 - 03.2016
- Process & underwrite loan applications received from customers & sales personnel.
- Provide customer service to walk-in customers.
- Review loan offer letters prior to issuance.
- Cross-sell bank products to increase product holding by customers.
Personal Financial Consultant
Hong Leong Bank
05.2012 - 08.2012
- Source for leads via referrals and cold calls for sales via marketing visits, telemarketing, launches, road shows and any other sales activities to achieve sales targets
- Assess and propose credit applications for Personal Loan, Credit Card & Hire Purchase
- Build relationship with customers to establish loyalty and repeated sales and increase product holding
- Provide excellent customer service and uphold professionalism to reflect Bank’s image
Product Manager
Nano Life Quest SdnBhd
2 2011 - 4 2012
- Market company's products & manage specific products' stock levels and pricing of products
- Responsible for communicating with principals from USA & China
- Provide excellent after-sales services
- Strategize & curate promotion/campaigns for products.
Education
Bachelor of Science - Biomedical Sciences
Monash University
Kuala Lumpur, Malaysia 01.2008 - 12.2010
Skills
Teamwork and Collaboration
Team Management
Customer Service
Problem-Solving
Dependable and Responsible
Calm Under Pressure
Excellent Communication
MS Office
Certification
Business Credit Professional
Timeline
Operations Support Services Manager
Touch ‘N Go Digital Sdn Bhd
05.2022 - Current
Business Manager
Public Bank Bhd
11.2021 - 05.2022
Business Credit Professional
01-2017
Certified Credit Executive
01-2015
Senior Executive
Public Bank Bhd
08.2012 - 03.2016
Personal Financial Consultant
Hong Leong Bank
05.2012 - 08.2012
Bachelor of Science - Biomedical Sciences
Monash University
01.2008 - 12.2010
Assistant Manager
Public Bank Bhd
4 2016 - 10.2021
Product Manager
Nano Life Quest SdnBhd
2 2011 - 4 2012
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