MARK MOHANAN

• Direct a team of 70 employees across 3 sites including Supervisors, Team Leaders, couriers, and warehouse staff, through clear communication, training programs, and performance management
• Lead day-to-day operations of a fast-paced DHL Express service center, ensuring seamless processing of both inbound and outbound shipments
• Streamline logistical workflows and implement process improvements that reduced operational costs by 15% in 2024 while maintaining delivery timelines
• Implemented various performance improvement initiatives, leading to a 5% increase in performance across all KPI’s in FY24 vs FY23
• Foster positive customer relationships by resolving concerns promptly and ensuring that all service requirements are met or exceeded
• Monitor performance levels, warehouse operations, and shipment accuracy to guarantee operational efficiency and minimize errors
• Produce detailed performance reports, track service metrics, and identify areas for operational enhancement
• Ensure compliance with safety regulations, company policies, and environmental guidelines, promoting a safe work environment for all employees
• Collaborate with other departments, such as sales and customer service, to optimize the customer experience and support business growth

Key Achievements:

• Recipient of Facility of the Year 2024 Award: Malaysia
• Led the Facility for the ISO 9001:2015 certification, resulting in zero non-conformities
• Spearheaded the recertification process for 5S, Safety, and TAPA in 2024
• Improved overall CX score by 8.00% in 2024 by implementing various enhancements in promoting a more personalized shipping experience towards customers
• Leading departmental initiatives that drive continuous employee engagements, achieving 100% employee satisfaction score in FY23 & FY24

• Brick walling and managing the operational portfolio of various GMNC & Indoor sales customer from varying industries (Aerospace, E&E, B2C, etc) with a combined portfolio size of EUR 15mil
• Developing sustainable and profitable customer solutions which offers customized flexibilities through operational expertise
• Implementing operational expertise towards driving growth and quality in all customer solutions - ensuring any non-standard solutions which are developed, align to our operational imperatives of Great Service Quality, Productivity, Global SOP and are cost focused
• Drafting operational SOPs and process implementations based on customer requirements
• Internal and external stakeholder management by leading with Head, Heart & Guts to align goal requirements and achieving consistency in operational performance
• Managing internal and external escalations by implementing sound long term solutions as part of a continuous improvement measures
• Conducting service reviews, new lanes roll out, projects process mapping & consultation for customers
• Lead and participate in Global NetOps Projects and Programs
• Subject matter expert for non-standard product offering for customers
• Supporting RFQ, AP TRB and Stock Takes exercises
• Supporting SOG by discovering and developing customers that are identified by Commercial stakeholders
• Champion Continuous Improvement by utilizing First Choice tools – GEMBA, 5S, PD, etc in aiming at improving service or optimizing cost
• Conducting various trainings and roadshows for inter-departmental functions (Commercial) and more

Key Achievements:

• Employee Of the Year 2022 Award APEC: Malaysia
• Taken up lead as EOC and actively participated in all Employee Engagement activities for COG and NATOPS
• Lead various department and National Operations projects; COG Optimization, Customer Relocations, Country HSSE Audits, Country OQCR, Singapore electoral Ballot Project, National Operations Townhall committee and more

• Leading a team of 25 customer query agents
• Managing the daily operation for CQ Team (staff leave, roster, capacity planning, and reports)
• First line of escalation for customer complains handling and enquiries on clearance related matters
• Monitoring of clearance activity and supervise work processes in ensuring compliance to the standard clearance processes and targets
• Daily monitoring of Bond shipments
• Updating management on a regular basis on team performance and ensuring all KPIs are met
• Conducting performance and call monitoring audit for the team
• Conducting PD sessions and monthly team meetings
• Driving forward various initiatives such as GCCU system enhancements, daily performance audit, and creation of performance & Management reports designed to improve our overall service quality towards serving our customers

Key Achievements:

• Championing the G4C Internal Audit
• SZB GTW CQ Team SOP preparation
• Implementation of CQ Team performance audit for process adherence and call quality monitoring
• 2% improvement has been achieved in both target area since implementation
• Enhancing communication of team updates/information by documenting PD sessions and meetings, which drives knowledge sharing and continuous improvements initiatives

• Leading and supporting a team comprising of 24 agents from Level 1 & Level 2 Denied Party Screening
• Managing the daily operations that includes capacity planning, staff leave and roster
• Conducting performance audit for staff quality level to ensure screening quality meet the standard requirement
• Provide various trainings, coaching and feedback to team members where necessary
• Conduct proactive monthly sit-in, coaching sessions, IDP, half yearly and yearly performance reviews
• Utilizing Continuous Improvement (CI) tools such as daily PD and GEMBA to promote development within the team
• Developing and executing a documented action plan for underperforming staff members when required
• Championing the Yearly Employee Opinion Survey (EOS) initiative by developing and monitoring various action plans
• Promoting active leadership and open communication within the team
• Oversees and manage screening activities of the team that screens an average monthly volume of 170k shipment, while maintaining a screening accuracy level of 100%
• First line of escalation from Operations & Countries globally for Denied Party screening process
• Keeping abreast with regulatory updates and develop process updates to cater to these changes
• Providing regular updates to management on team performance and ensuring all KPI are met
• Preparing daily MI reports such as KPI performance, volume trends, compliance reports and more

Key Achievements:

Improved screening quality by 2% YOY for 2018 – 2019 thorough implementation of various process improvement initiatives.

Lead various departmental initiatives to drive consistency for EOS

Organize and planned team building activities for the department to foster a close working relationship between various teams.

• Led a team of 6 investigative officers for Level 2 and Level 3 transaction monitoring AML/CFT investigations for clients in Singapore and Malaysia
• Managed resource planning and operations to meet project requirements and ensure targets were completed
• Conducted L2 and L3 investigative reviews for corporate and retail customers, performing CDD, EDD, KYC, and document retrieval to ensure accurate case adjudication and STR submissions
• Performed Quality Assurance (QA) and Quality Control (QC) functions for TMI Level 2 and Level 3 investigations
• Proficient in using various systems, including CAMP, SCION, HUB, GPS, DMS, GDI, World-check, and Questnet
• Compiled daily MIS reports and restructured targets to align with operational project needs
• Worked closely with clients to manage expectations and ensure agreed-upon targets were delivered
• Monitored operational activities and tracked progress to ensure adherence to project timelines
• Provided coaching and training on new procedures and operational updates
• Fostered a collaborative, progressive team environment to ensure consistency and quality of work

Key Achievements:

• Successfully completed a 3-month TMI Level 2 investigation project for HSBC Singapore, reviewing over 8,000 alerts across 4,000+ customers, including alert review, case analysis, STR/SAR reporting, documentation upload, and alert closure
• Completed a 1-month TMI Level 3 investigation project for HSBC Singapore, performing in-depth review and analysis of over 3,000 alerts
• Contributed to the setup of the company's Digital Lab equipment, enabling virtual meetings with clients, and participated in conducting training and presentations

• Managed fraud investigation, prevention, detection, and recoveries for corporate and commercial clients in Australia, including major banks and financial institutions
• Introduced new fraud detection parameters based on evolving patterns and trends to enhance fraud prevention
• Supervised a team of 45 staff, ensuring daily SLA targets were met while minimizing the department’s loss impact
• Handled headcount planning and management, ensuring effective resource allocation within the team
• Compiled and analyzed MIS reports, including daily, weekly, and monthly dashboards, DCFC, and M2S2 metrics to track team performance
• Conducted data mining for transaction monitoring, improving fraud detection and providing actionable insights
• Collaborated with business managers, internal departments, and Quality Assurance teams to streamline operational processes, review suspicious activities, and ensure compliance with regulatory standards

Key Achievements:

• Participated in planning and pre-implementation of new processes within the department
• Contributed to operational enhancements to minimize process redundancy and improve functionality
• Conducted sanity testing and checks to ensure new updates integrate well with the current system
• Provided training and developed materials for new staff members
• Led by example to motivate staff, helping them achieve individual and team targets
• Won the best staff award in recognition of my contribution for the team
• Enrolled in in-house training for continuous self-improvement and development

• Managed local and foreign futures derivatives settlements, ensuring compliance with Risk Management, Compliance, and Finance regulations
• Performed cash management, including margin and trade reconciliations for over 50 commodities traded globally
• Handled trading and settlement for local futures markets, including FCPO, FKLI, FKB3, OCPO, OKLI, and FGLD
• Managed Tender Issuance and processed Negotiable Storage Receipts (NSR) and Port Tank Installation (PTI) for physical delivery of FCPO products
• Conducted daily checks on broker account margin balances to ensure sufficient funds for trade execution
• Facilitated trade reconciliation, margin adjustments, FX trades, and trade transfers between clients and brokers

Key Achievements:

• Involved in the IPO process, handling acceptance letters, payments, and documentation
• Participated in pre-implementation system testing for M21 Ovex, the back-office Foreign Futures system
• Contributed to User Acceptance Testing (UAT) for the Derivatives Clearing System (DCS) and internal server and network testing
• Assisted with internal and external audits, including audits from the Securities Commission and Bursa Malaysia Clearing House
• Completed product training for commodities such as FCPO, FKLI, FKB3 (KLIBOR), and FGLD in Bursa Malaysia
• Participated in pre-launch testing and training for OCPO & OKLI options derivatives and FGLD Gold Futures derivatives
• Liaised with the IT department to troubleshoot system issues and complied with Six Sigma and SHARP initiatives, reporting monthly

• Performing inward and outward funds transfers as well as payment repair and investigations for individual and corporate clients
• Proficient with the usage of Trading and Accounting System (TRACS) and Global Payment Systems (GPS) system
• Meeting daily and monthly Service Level Agreement (SLA)
• Ensuring that funds are remitted to clients account by stipulated timeframe
• Ability to manage the various payment queues effectively to avoid breach of currency and system cut-off time
• To be able to work as a team that consists from regional to foreign counterparts
• To troubleshoot and resolve payments enquiries
• Construct and verify payments
• Conducted training for new staff members as a Process Specialist (Trainer)
• To deliver high quality customer service, while assisting and resolving customers banking enquires at first point of contact
• Experience on Outbound and Inbound calls from UK clients
• Introducing banking leads (products) to customers
• Meeting daily Performance Level Agreement (PLA) and monthly Service Level Agreement (SLA)