Nichole Wong

2020 - Present (Asean Region Team Lead, Trade Client Service)

Strategy

▪ Support all the Trade Products Client Service for the Region.

▪ Provide coaching to the team, building a culture of client centricity and improvement habit within the team.

▪ To ensure on-going training for Staff on the DOI, process upgrades and deputing them for product related trainings.

▪ Support strategic intent on the growth of business, and work on cost efficiency.

▪ Collaborate with Business team to conduct Trade Walkthrough to simplify process for First Time Client.

▪ Provide regular updates to global and regional management in a timely manner on notable operational developments and issues in the region and drive the resolution of thematic client issues and process issues.

▪ Simplify process via Chatbot to achieve referral reduction.

Business

▪ Establish and maintain excellent working relationship with the stakeholders across the region.

▪ Ensure all business requirements, queries and requests are promptly and effectively addressed.

▪ Ensure outstanding service delivery for Top Tier Clients with metric targets achieved.

▪ Demonstrate end-to-end ownership for Clients transactions with country teams.

▪ Winning business through Service and Easy to Bank proposition to be embedded as part of team culture.

Processes

▪ To ensure that all transactions are accurately checked, processed and released in compliance with statutory regulatory and internal operational instructions.

▪ To effectively monitor and ensure deals are being released as per the Departmental Operating Instructions manual, customer’s instructions and within the timeliness and accuracy standards specified.

▪ To monitor and ensure all Client’s queries are handled with in the allocated approved limits at all times, on a continual basis, and this is reviewed periodically.

▪ Continuous Improvement in Productivity to the standards prescribed for the Processes from time to time.

▪ Comply with Group Money Laundering Prevention Policy and Procedures to the extent applicable and escalate any unusual/complex transaction on the AML aspect to the AML advisors

▪ To encourage & explore standardization opportunities on an ongoing basis

People and Talent

▪ To ensure Staff in the team are being utilized to their optimum levels and derive maximum output. To ensure proper planning of Staffing for seamless service delivery.

▪ To ensure planned leaves and enough back-ups created for seamless business delivery.

▪ To ensure active cross product training on an ongoing basis.

▪ To ensure the motivation levels of the Staff is kept high always.

▪ To ensure Staff issues are brought to the attention, discussion and resolved. Escalations to VP, SVP, HR, wherever necessary.

Governance, Risk Management & Business Conduct

▪ Upholding the Values of the Group and Company at all times.

▪ Compliance with all applicable Rules/ Regulations and Company and Group Policies.

▪ Comply with Group Sanctions Policy and Procedures.

▪ Comply with Local Sanctions Policy and Procedures, if any.

▪ Display exemplary conduct and live by the Group’s Values and Code of Conduct.

▪ Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

▪ Lead the Trade Operations Team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.

▪ Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

▪ To effectively manage key stakeholders, Country Offices, Regulators, Superiors, Peers, Subordinates.

2018 Dec - 2020 Mar - HK and MY Trade Referral Management

Strategy

▪ Managing MY Trade Referral(Jun 2018), HK Trade Referral (Jan 2019) and CSG MY / CSG HK Project migration in March 2020.

▪ Work with trade operation to manage GIA audit and Peer review in 2018 and 2019. Zero findings result achieve for MY Referral on Islamic Trade products. .

▪ Provide coaching to the team, building a culture of client centricity and improvement habit within the team.

▪ To ensure on-going training for Staff on the DOI, process upgrades and deputing them for product related trainings.

▪ Work on cost efficiency by hire internally in supporting Referral Migration and CSG MY migration.

▪ Collaborate with Business team to conduct Trade Walkthrough to simplify process for First Time Client.

▪ Provide regular updates to global and regional management in a timely manner on notable operational developments and issues in the region and drive the resolution of thematic client issues and process issues.

▪ Simplify process via Chatbot to achieve referral reduction.

Jul 2014 - Jun 2018 - Team Manager

Import LC Payment / Import Collection Payment

Country : BRUNEI,MY,HK,JP,TWN,VN & SG

Job Purpose

Managing Import LC and Import Collection Payment Team of the International Trade Services Dept., ensuring consistent delivery of high quality services to customers and meeting objectives set by the Group using available resources allocated while maintaining operational risk to an accepted level.

KEY RESPONSIBILITIES

• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.
• Assist the Dept Head in managing the cost budget allocated to the team by ensuring optimum utilization of available resources, implementation of creative cost-reduction solutions and minimizing wastage.
• Manage the operational risk of the team to avoid operational/ reputational losses and ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/ Group.
• Ensure that all staff in the team continues to be equipped and developed with the necessary knowledge, skills and tools to achieve the required level of competency to facilitate them to perform their roles and responsibilities effectively, efficiently and accurately.
• Ensure full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/Group.
• Comply with Group/ Local Sanctions Policy and Procedures.
• Comply with Group Money Laundering Prevention Policy and Procedures to the extent applicable and reporting all suspicious transactions including transactions having Red-Flag alerts to AML approvers.
• Ensure Suspense ac, Nostro ac, RPR Break are balance with NIL outstanding at all time.
• Support C3 and Fulfilled 3 mandatory Voluntary work annually
• Actively participate in GBS Trade Event and become one of the speaker on International Woman’s Day 2018.
• Business trip to HK for 3days as member of Country Peer Review team.
• Zero attrition, Zero Opt Lost and Zero Risk finding for Import payment team from 2015 – 2018.

Key responsibilities:-

• Support Relation Manager on client day to day Trade Queries for Commercial Banking Clients.
• Manage daily operational issues which includes Trade and Cash products, Offering Release for Portfolio, Cash and Non borrowing ac.
• To complete KYC/AML/CADD review on time covering Portfolio, Cash and Non borrowing ac.
• Account Opening for Commercial Banking Corporate Client.
• Assist RMs in preparing, f/up client's documentation to complete ac opening process.
• Calling client to push Trade utilization for Commercial Banking
• Compliance screening for CCB client name on periodically basis.
• Working closely with cash and trade operations team to ensure all transactions processed within limit, no excess in tenor /trade OD/PSE line/on time and deliver as per SLA and with minimum defects.
• Handling of Daily, weekly and monthly regular / MIS reporting for Commercial banking business.
• Manage Administrative work such as All related Trade System application access, new joiner on boarding and conduct orientation to New RM and New CM.

Jan 2008 to 2011 – Assistant Manager Lever R

Team Manager – Taiwan EB Booking and Export DA/DP collection Unit.

Key responsibilities:-

• To manage the operations of the International Trade Services Dept., ensuring consistent delivery of high quality services to customers and meeting objectives set by the dept head using available resources allocated while maintaining operational risk to an accepted level.

.• Ensure consistent delivery of high quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes/ judgment.

• Assist dept head in managing the cost budget allocated to the team by ensuring optimum utilization of available resources, implementation of creative cost-reduction solutions and minimizing wastage.

• Manage the operational risk of the team to avoid operational/ reputational losses and ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/ Group.

• Ensure that all staff in the team continues to be equipped and developed with the necessary knowledge, skills and tools to achieve the required level of competency to facilitate them to perform their roles and responsibilities effectively, efficiently and accurately.

• Assist in building a performance-driven organization by constantly reviewing the team’s and individual performance against set objectives and providing the appropriate support, motivation and guidance to staff to achieve these objectives.

• Support the roll-out of appropriate quality management systems in the team to measure the qualitative performance of the team/individuals, facilitate improvement initiatives and help cultivate a “Service Excellence” culture among the team members.

• Establish and maintain close working relationship with trade product/sales team/ respective regional branches to facilitate an open and direct communication of issues, needs, queries, etc. to ensure there are to be responded to an efficient, prompt and professional manner

.• Ensure due care and diligence is exercised by individual and team members on day to day operational matters relating to Money Laundering and KYC, acquiring relevant knowledge and training; thus, providing support to superiors and subordinates.

• Key Control Standards Assessment within department with nil over dues

.• Follow up on corrective/ preventive actions to a point where concerns arising from these findings are addressed to a satisfactory level.

• Ensure full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by the Company/Group.

• Participate in MOS calls for Asia Branches to discuss service issues. Proactive providing solutions to issues raised, continue close engagement with business partners, branches etc to maintain alignment and in the spirit of partnership as well as to support them to meet the overall business objectives of the company.

In additional to the team leader role, I also actively participated in the following :

• Act as a catalyst role in driving the initiation of identifying areas for improvement or enhancement relating to overall organizational development initiatives which also includes the following:

I) Driving a new corporate culture with the objective/goal to internalize and reinforce the new habit – also known as “CITI O&T Cultural Principles”

ii) To manage current employees recognition program as well as to identify the possibilities of enhancing the current reward systems.

• Hold Position for RCSA team leader for quarter 3, 2011.

i) To Coordinate and assign test cases for team members to perform audit on collection booking process across entire CTSM, STRPC as well as Dalian trade Processing Center.

ii) Ensure satisfactory results in all Internal/External Reviews with minimal Business Issues and No Repeated Audit issues.

• Hold position for PCFI coordinator to assist in create and approve for various system applications and IDs.

• Hold position for Taiwan Coordinator to ensure all messages/projects/UAT initiate by Taiwan Branch are duly communicate across CTSM.

•Hold position as Interviewer to support HR in recruiting, developing a team to meet annual productivity goals.

i) Key person to manage System implementation for Singapore. Assist to coordinate for the UAT testing across entire CTSM, system set up and password creation.

Key Performance Index/Key Result Area (KPI/KRA) achieved:-

a. Successfully drive the team to achieved Team Excellence Awards.

b. Successfully reduce branch’s overall defects in 2010.

c. Successfully Cutover (early cutover) for Collection booking migration from KL to PG.

Key responsibility :

•Overall Job Purpose is to assist Manager in managing the team and to
ensure all processing proceed within SLA and no breach of TAT/SLA/NO OPST LOST/ AUDIT FINDING/COMPLAINTS for the team.
•Monitor and f/up regular reporting to ensure no Past Due deals especially on financing transaction.
•BNM’s reporting, maturing report monitoring to be sent to various stakeholders on daily/weekly/monthly basis.
•Assist to request and approve various system applications for all staff in the unit as well as new hires.
•Assist to perform demo on trade export flow walkthrough during GIA audit, Trade Summit as well KPMG Sox audit.

•Provide coaching and train new hire for processing handling.

•to ensure processing are in accordance to Trade operating manual without processing breaches.

March 2003 to March 2005 – Authorise Signer

Key responsibilities:-
•Reports to Unit Manager of Taiwan Export Financing team
•Overall Job Purpose is to assist Unit Manager in managing the team
and to ensure processing within SLA and maintain minimum defect
rates.
•Processing and Approving Trade Operation Transaction Application covering :
Export booking under LC, Export Collection,Export LC Financing, Export Collection Financing, Structured Trade loan, Corporate Packing loan, Suppliers Financing, Invoice Financing. Correspondences and Investigations for various products handle within the team.
•Process and Approve Payment and Settlements for Export LC and Export Collection covering Asean Market includes MY,SG,VN,Indo,Php,Twn,Au and NZ.
•Participate in Annual COB held in Singapore to support business continuity.
•managing and coordinate in support of Taiwan Project Migration from Penang to Taiwan.

Key responsibilities:-
•Main processor for Taiwan , Singapore, Thailand, Philippines,
Korea, Indonesia and Vietnam Export Booking processing for
export collection, financing, Correspondences, payment.
•Back Up Import booking for various country such as Indonesia,
Vietnam and Thailand.
•Assist in conduct training to train up new hire for on job training.
•Handling all correspondences related to export booking/payments.
•Preparing/ Submitting various reports to branches as well as within CTSM.
•Handling internal customer (branches, within CTSM) and external
Customer’s query from various branches.
• Handling various export project migration such as Spore,
Philippines and Thailand.

Key responsibilities:-
•Main processor for Taiwan , Singapore, Thailand, Philippines,
Korea, Indonesia and Vietnam Export Booking processing for
export collection, financing, Correspondences, payment.
•Back Up Import booking for various country such as Indonesia,
Vietnam and Thailand.
•Assist in conduct training to train up new hire for on job training.
•Handling all correspondences related to export booking/payments.
•Preparing/ Submitting various reports to branches as well as within CTSM.
•Handling internal customer (branches, within CTSM) and external
Customer’s query from various branches.
• Handling various export project migration such as Spore,
Philippines and Thailand.