GOH SZE NEE
Transaction Monitoring Senior Specialist (Assistant Vice President)
Summary
10 years' experience, Japanese speaker, in Quality Control, Compliance (Fraud, spoof, AML, KYC/CIP/TM), trade finance in fintech/financial services and BPO call center. 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
13
13
years of professional experience
3
3
Certifications
Work History
TRANSACTION MONITORING SENIOR ANALYST
Commerz Global Service Solutions
2 2021 - Current
- Pioneered the first successful outsourcing Transaction monitoring migration project in Asia with no service level agreement breach and good quality
- Trained, mentored , act as checker, lead and advise team members on their dispute in alerts, fostering professional development while enhancing overall team performance.
- Complete AML transaction monitoring/ Client Screening alerts for Japan, London using AI, third party tools, trade finance documents in a timely manner with good quality.
- Present department progress during meeting with CEO, head of department, regional head from Malaysia, Singapore, Japan, Europe, and Asia
- Liaise with internal internal QA team and auditors for inquiries
- Built and maintained strong relationships with key stakeholders (upper management, regional compliance teams) from Japan, Singapore, Malaysia, London and New York
- Carry out task assignments for analysts, interviewing potential candidates, take on ad hoc tasks from management, guide the team to conduct annual exercise such as Call tree and Tuning exercises.
CUSTOMER EXPERIENCE EXPERT (QA) for a major US vacation rental provider (Airbnb)
TDCX MALAYSIA
02.2020 - 02.2021
- Conducted Quality audits, Root Cause Analysis, identified opportunities for process improvement, Implemented quality control measures , leading to reduced operational costs and improved service quality.
- Presented in business reviews for stake holders and ensured 100 % quality standards, customer satisfaction with zero compliance error
- Planned, trained, and certified new QAs ready 3 weeks with 90% or more accuracy rate
- Created first Quality workflows and SOPs, conducted onboarding after 2 months joining the company, organized first offsite mentoring/ramping.
SELF-ASSESSMENT AND EFFECTIVENESS SENIOR SPECIALIST
PAYPAL MALAYSIA
04.2016 - 04.2019
- Lead a team of 4 analysts and assessed risks, propose improvements for CIP, KYC, AML, complaints, fraud related processes for Europe, US, Southeast Asia, Australia with less than 5% error rate
- Received Most Improved in performance award (2017), Spotlight /Role Model voted by peers (only person in APAC in 2017, 2018)
- Mentored/trained teammates, with leaders from Europe, Asia Pacific, US.
INTERIM SUBJECT MATTER EXPERT
PAYPAL MALAYSIA
09.2018 - 12.2018
- Enhanced team performance by 50% reduction in handling time through providing expert guidance on critical projects and strategic initiatives.
- Mentored junior team members, contributing to their professional growth and development.
COMPLIANCE EXECUTIVE
PAYPAL MALAYSIA
09.2014 - 04.2016
- Reviewed 960 customer accounts per month related to high-risk products, report of fraudulent or unfair practices- Office of Foreign Assets Control (OFAC), Politically Exposed Person (PEP), Anti-Money Laundering (AML) reporting (US, Australia, Malaysia, and Singapore), Know Your Customer (KYC), Customer Identification Program (CIP) procedures
- Responded to 1500 customer enquiries per month via phone or emails.
PROTECTION SERVICES EXECUTIVE
PAYPAL MALAYSIA
09.2013 - 08.2014
- Assisted buyers and sellers to resolve 1500 inquiries per month
- Completed 960 dispute reviews per month and resolve item not received, item not as described claims and appeals.
QUALITY CONTROL CUM PRODUCT DEVELOPMENT EXECUTIVE
ITG OIL & GAS SERVICES (S.E.A.) SDN BHD
11.2011 - 08.2013
- Ensured product qualities are in accordance with external and internal requirements, updating maintenance records
- Liaised with oversea vendors, interact with customers, shipping company and relevant parties for clearance, inspection, registration, and delivery of tankers.
PRODUCT DEVELOPMENT ENGINEER
ROVSKI SDN BHD
02.2011 - 10.2011
- Developed new and innovative products to meet market demands and manufacturing standards
- Provided technical support and troubleshooting for customers.
Education
MBA -
HELP UNIVERSITY
04.2001 -
Bachelor of Science - Biotechnology
MONASH UNIVERSITY MALAYSIA
04.2001 -
Skills
Teamwork and Collaboration
Websites
Certification
CMI Level 7 Diploma in Strategic Management and Leadership
Csractivitieshobbies
- Organized blood donation drive
- CSR cleanup for orphanage
- Charity bazaar
- Volunteer for Collective's children day event
- PAWS animal welfare society
Timeline
AICB & ICA Certification in Anti Money Laundering and Counter financing of Terrorism
09-2023
CMI Level 7 Diploma in Strategic Management and Leadership
02-2023
CUSTOMER EXPERIENCE EXPERT (QA) for a major US vacation rental provider (Airbnb)
TDCX MALAYSIA
02.2020 - 02.2021
INTERIM SUBJECT MATTER EXPERT
PAYPAL MALAYSIA
09.2018 - 12.2018
JLPT N2
01-2018
SELF-ASSESSMENT AND EFFECTIVENESS SENIOR SPECIALIST
PAYPAL MALAYSIA
04.2016 - 04.2019
COMPLIANCE EXECUTIVE
PAYPAL MALAYSIA
09.2014 - 04.2016
PROTECTION SERVICES EXECUTIVE
PAYPAL MALAYSIA
09.2013 - 08.2014
QUALITY CONTROL CUM PRODUCT DEVELOPMENT EXECUTIVE
ITG OIL & GAS SERVICES (S.E.A.) SDN BHD
11.2011 - 08.2013
PRODUCT DEVELOPMENT ENGINEER
ROVSKI SDN BHD
02.2011 - 10.2011
MBA -
HELP UNIVERSITY
04.2001 -
Bachelor of Science - Biotechnology
MONASH UNIVERSITY MALAYSIA
04.2001 -
TRANSACTION MONITORING SENIOR ANALYST
Commerz Global Service Solutions
2 2021 - Current
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