Kim Yap

Experience

• 

  American Express

  Sept 2004 - Aug 2019

  • Performed Root Cause Analysis on operation processes frictions and complaints from customer & proposed permanent fix to strengthen the business performance. • Performed deep-dive analysis on complaints impacting customer experience with recommendation. • Reviewing daily NPS trending to identify potential improvement area & risk. • Prioritized end to end solution for the best customer experience. • Coordinate & act as consultant to the Merchant Core Team Leader for 4 different operation division in delivered the superior service to internal & external clients. • Reviewing the strategy & incorporated to the business unit review with stakeholder by getting stakeholder buy-in & proceed for execution. • Service Level management support with stakeholder engagement and manage expectations on the agreed service level. • Resource planning & performed forecast analysis. • Responsible for defining, analyzing, planning, measuring and improving all aspects of the availability of processes owned.Key Deliverables:- Delivered End to End merchant Onboarding journey by merged 2 operations team into single (Merchant Setup process & Terminal Enablement process). Successfully reduced case time resolution from 9 days to 5 days & obtained re-engineering sace of 2 FTEs for approxiemately USD36k per annum. Team productivity improved & contribute to 970Bps improvement on NPS.- Successfully launched Merchant Interactive product with enable digital platform on customer account maintenance along with automation. Case volume reduced by 30% & deliverd instant solution at customer end.- Established case upload automation by eliminate manual human case creation with automation. 100% manual case upload eliminated & quicker turn around time of case resolution for 4 hours with instant case presentment to operation team. Reduced follow up checked & eliminate case missed demand. Show less • Strong operations analytic in managing day to day operations. • Organized KYC documentation validation according to requirement by market ensure zero risk & 100% compliance. • Led the team by transforming NPS result from -10% to 46% with 5600 bps in 3 years. • Leveraged on key stakeholders’ relationships to strive for team & company goals in key projects & processes. • Well versed in resource planning & initiated multiple process improvement to optimize the team capability. • Manage service standard & actively improved the existing service level. • Manage Vendor governance to ensure performance issues are addressed with regular engagement to optimize both team resource.Key Deliverables:- Initiated bad demand elimination project by reduced rejection of newly signed merchant application. Rejection rate reduced dratically from 37% to 5% whereas NPS improved by 2100 Bps. With the heavy demand reduction had contributed to team productivity with an improvement of case time resolution from 4 days to 3 days.- Cross skill production team member from single skill to multiple market servising to optimize existing resources to cover overflow of volume among all market servising. Successfully create universal servising team for 5 markets (Australia, New Zealand, Hong Kong, Singapore & China).- Achieved excellent employee satisfaction result on annual enployee satisfaction survey. All 6 pillars of employee satisfaction with >85% aimed to create the best working environment. Show less • Facilitated Global client enquiry end to end with solution & recommendation by onboard the client with great quality of service & eliminate the operational gap. • Supported client manager in resolving operational complaint from client. Handled direct e-mail escalation of complaint from customer. • Reviewed the high value portfolio account data capture accuracy to ensure righful reporting business volume. • Managed MIS reporting & reviewing the business portfolio based on the business trend with recommendations. • On-going support to client & client manager by providing key update of the product & business trending to maintain the excellent relationship create loyalty.Key Deliverables:- Leading Project Hierarchy Audit by performed Audit checked on 13K high value merchant ensured 100% data captured accurately. 326 discrepancy identified & remediated aimed to report the most accurate business volume of merchant for the most accurate business growth.-Leading bulk signing of newly onboard merchant along with client manager. Managed to coordinate the end to end onboarding process with internal & external client for the smoothen transition. Managed to complete bulk setup in avarage 7 days. Show less • Supervised the team daily task & ensuring healthy level of operation turnaround time with great quality of work.• Conducted training for new hire & empowered senior to be floor support whenever needed.• Handled escalation/ complaint on top priority with resolutions for internal & external client/ stakeholder.• Actively supported Risk Management Team to minimize the potential risk of company exposure.• Coordinate plan & contribute to Project & UAT test by ensuring seamless friction to operation prior to implementation.• Ensure high level of adherence on compliances & company policies.• Supporting the business by ensuring the internal Amex ledger reconciliation. Show less • Pioneer of Project Venice. Migration of Merchant front office Hong Kong & Singapore from local market to Malaysia servicing hub.• Maintained high quality of call & problem management logs by following up with internal & external customer to close the loop.• Shared the best practices & Market culture to new hire to strengthen the quality of servicing & increase the confident level on call handling.• Ability to service customer in inbound call environment up to 5 markets. (Australia, New Zealand, Hong Kong, Singapore & Malaysia) Show less

  • Senior Analyst Business Strategy

    Jan 2017 - Aug 2019

  • Team Leader Merchant Set Up

    Oct 2013 - Dec 2016

  • Senior Analyst, Customer Support organization JAPA

    Jan 2012 - Sept 2013

  • Senior Merchant Research cum Subject Matter Expert

    Sept 2007 - Dec 2011

  • Senior Customer Services Consultants (Merchant Services)

    Sept 2004 - Aug 2007
• 

  AmBank Group

  Nov 2019 - Jun 2022

  Manager, Quality & Process Re-engineering
• 

  Marsh McLennan

  Jun 2022 - now

  - Develop plans to materialize strategy ang analyze business proposals or planning.- Assess the operational and strategic performance.- Collaborate with project managers to assess resource requirements and allocate resources accordingly.- Manage stakeholder engagement coordinators, providing guidance and directing their workload activities to ensure timescales any requirement are met. - Oversees a team and motivates the team to optimize the productivity and best quality of work.- Drive innovation and creativity aimed to improve the internal processes.- Supporting the business across a wide range of business & continuous improvement activities undertaken by the Business Systems and operations team.- Business support expertise in supporting the business in achieving the business goal in resolving daily problems arised.

  • Senior Operations Manager

    Apr 2024 - now

  • Operations Manager

    Jun 2022 - Apr 2024