Wong Lee Sun
Bank Manager
Puchong,Selangor
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 20 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
25
25
years of professional experience
Work History
Manager (Customer Exoerience, DIO)
Hong Leong Bank Berhad
04.2018 - Current
- Organize and manage more than 100 bank events within the co-working space, such as: Annual Bank Board meeting, HLB Launchpad events, HLB Hackathon, Monthly Customer Experience Council meetings, Brainstorming/training/workshop sessions, Bank investor day, Press/media conferences Live streaming events (set-up, logistics, coordination with external vendors)
- Develop and maintain a calendar for events and space usage.
- Coordinate with internal and external stakeholders for event logistics (AV equipment, security etc.).
- Technology management: maintaining internet connectivity, troubleshooting IT issues, ensuring access to necessary software.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Research cloud platform technology such as AI for Robot NAO and Facial Recognition to improve customer experience and banking service
- Leveraging on Google My Business to engage with customers to locate branch status, customer reviews and also advertising latest news, products & services
- Coordinate and provide logistic for Customer Experience Lab - CX lab
- Prepare to showcase some latest product or system
- Explore and prepare devices for meetings, events, media release - such as Board meeting, Hackathon, LaunchPad and etc.
Contact Centre Project Manager
Hong Leong Bank Berhad
04.2016 - 04.2018
- Manages system-related matters, projects for bank Call Centre
- Oversee contact centre projects like system enhancement for Siebel, Genesys, Avaya, NICE
- Participate in bank wide projects like Samsung Pay, HongLeong Connect Portal self service enhancement
- To ensure & maintain uptime for the contact centre system.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
Manager
Citibank Berhad
10.2010 - 03.2016
- Managing Contact Centre Project for Malaysia
- Perform Business Analysis ,scoping including IVR, CTI, PBX and ACD (ICM) system)
- Delivered project such as- Regional PBX migration, New Product launching for local or regional level like (CitiPrestige, Amex, Commercial Card, or Banking/loan product), Go to Common platform migration for Msia & regional and many more enhancement to improve system performance & also user friendliness to customer, such as leverage hard and soft IVR bypass features for cross selling, VIP transfer menu for VIP priority call treatment, automate card activation,enable supplementary card access IVR, automate AFW waiver request and etc
- As part of initiative strategy to maximise usage of IVR
- Propose system enhancement system as per business requirements
- Evaluate detail of the business requirement vs system feasibility
- Conducting meeting/conference call for both technical team and business team
- Design test scenarios and test cases based on business and/or technical requirements
- Consolidate, report and recommend follow on actions based on test results obtained
- Perform System test and user acceptance test upon completion of the changes
- Ensure and Monitor system cut over/go live
- Cost and benefit evaluation for each of the business requests.
Assistant Manager
EON Bank BHD
07.2000 - 10.2010
- Manage support functions covering coordination work, planning, tracking, reporting, quality management and internal communication
- Produces consolidated reporting to the project commitee, including milestone summary, key issues, risks, benefits, summary of costs incurred
- Establishes standards, tools and procedures for use on the project, including issue, risk, and change
- Maintains centralized logging of change requests, enhancement, issues and risks
- Ensure timely response to correspondance party
- Review and monitor risk mitigation, contingency plan and issues in ensuring resolution is reached
- Reviews project activities for compliance
- Conduct workshops and facilitate collection of information
- Apply relevant analysis methodology
- Analyse and design test scenarios and test cases based on business and/or technical requirements
- Consolidate, report and recommend follow on actions based on test results obtained
- Plan in advance base on business and technology trends
- Conduct complex feasibility studies on strategic IT solutions that has critical or long term impact to business
- Vendor Management, involved in vendor/solution selection, negotiation
- Reviews , re-engineering and fine-tune on processes and procedures
- Wintel System Services, Support , administering and maintain existing Wintel platform servers
- Plan to implement Windows AD infrastructure and Microsoft exchange
- Unix System Support and Administering (HP Unix, IBM AIX and Sun Solaris).
Analyst Programmer
MBf Finance Bhd
12.1999 - 07.2000
- Support and Maintenance for Line Of Credit system
- Implement and enhance the system.
Education
Bachelor of Science - Software Engineering
London Guildhall University/NCC
Sunway University College , Selangor 04.2001 -
Skills
Timeline
Manager (Customer Exoerience, DIO)
Hong Leong Bank Berhad
04.2018 - Current
Contact Centre Project Manager
Hong Leong Bank Berhad
04.2016 - 04.2018
Manager
Citibank Berhad
10.2010 - 03.2016
Bachelor of Science - Software Engineering
London Guildhall University/NCC
04.2001 -
Assistant Manager
EON Bank BHD
07.2000 - 10.2010
Analyst Programmer
MBf Finance Bhd
12.1999 - 07.2000
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