UMI KALTHOM BINTI MOHD BANUA
Ampang
Summary
Senior operations and governance professional with over 23 years of experience in managing complex, public-facing environments involving multi-stakeholder coordination, regulatory compliance, and service delivery excellence.
Demonstrated capability in ensuring operational efficiency, service excellence, and governance compliance across legal, human resources, corporate management, licensing enforcement, and operations functions.
Recognised for contributing to organisational achievement of 5-Star Rating with 98% Excellence Score, alongside consistent performance recognition over 9 consecutive years.
Overview
23
23
years of professional experience
Work History
Senior Executive (Operations, Licensing & Corporate Management)
Majlis Perbandaran Ampang Jaya (MPAJ)
Selangor
01.2003 - Current
- Managed end-to-end business licensing processes ensuring compliance with local authority by-laws (UUK) and regulatory requirements
- Conducted site inspections and prepared reports for approvals, enforcement actions, and complaint resolution
- Executed enforcement actions including notices, licence suspension/cancellation, and compliance monitoring
- Coordinated with Health, Fire & Rescue, Planning and technical departments
- Managed public complaints and ensured timely service recovery
- Involved in strategic planning and KPI initiatives
- Coordinated governance-related projects and reporting
- Contributed to MS ISO 9001 implementation
- Pioneer team member for ISO/IEC 27001:2013 ISMS documentation
- Coordinated public relations and crisis communication initiatives
- Supported HR operations and workforce coordination
- Coordinated staff development program and training initiatives
- Handled legal documentation and compliance matters
- Appointed as Prosecution Officer for regulatory violation cases
- Prepared legal documentation and coordinated enforcement actions
Education
Bachelor in Public Management (Hons) - Business Administration
Universiti Utara Malaysia (UUM)
Kuala Lumpur, Malaysia2012
Sijil Pelajaran Malaysia (SPM) -
SM (P) Jalan Ipoh
Kuala Lumpur1994
Diploma in Public Administration - Public Administration
Universiti Teknologi MARA (UiTM)
Sarawak2000
Skills
- Operations & Service Delivery Management
- Governance, Compliance & Regulatory Frameworks
- Licensing, Enforcement & Public Complaints Management
- Stakeholder Engagement & Coordination
- Crisis Communication & Service Recovery
- Strategic Planning & KPI Monitoring
- Audit, Quality Management & Documentation
Accomplishments
- Contributed to organizational achievement of 5-Star Rating with 98% Excellence Score
- Recipient of Excellent Service Award (APC)
- Consistently awarded Public Service Appreciation Certificate (01/01/17–01/01/25)
- Pioneer team member for ISMS (ISO/IEC 27001:2013) documentation development
- Internal Auditor for MS ISO 9001:2015
- Best Employee of the Month recognition (01/01/10, 01/01/12 & 01/01/14)
Strategic Stakeholder Engagement
- Kerajaan Negeri Selangor
- UPEN Selangor
- MBI
- PLATS Selangor
- MCMC
- SSM
- SIRIM Berhad
- Malaysia Productivity Corporation (MPC)
- Industrial Park Management Committee (IPMC)
- Texas Instruments
- S.E.H Malaysia Group
- KPJ Ampang Puteri
Timeline
Senior Executive (Operations, Licensing & Corporate Management)
Majlis Perbandaran Ampang Jaya (MPAJ)
01.2003 - Current
Bachelor in Public Management (Hons) - Business Administration
Universiti Utara Malaysia (UUM)
Sijil Pelajaran Malaysia (SPM) -
SM (P) Jalan Ipoh
Diploma in Public Administration - Public Administration
Universiti Teknologi MARA (UiTM)