Siewling Lee

Experience

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  CIMB

  Nov 1996 - Jul 2003

  Customer Service Assistant

  Branch operations, attending to customers' daily banking transactions

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  BHL Bank

  Jan 1997 - Jan 2003

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  Citi

  Jan 2003 - Jan 2004

  Trade Finance Officer

  Processing of letter of credit for Citibank Hong Kong customers

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  OCBC

  Jan 2005 - now

  - Lean Six Sigma For Process Improvement - Black Belt - Service quality management for branches- Driving service performance across the branch network- Managing and measuring of branch performance- supporting branch operations in meeting performance KPIs- Quality Coach- Project Management - leading process improvement projects and coaching new green belt candidates - Managing of complaints and compliments for the branch network- Facilitating and planning of training programmes for branch operations staff-Budgeting of training expenses for staff- Department's financial control and analyst Show less 1. Head of Custody Operations - overseeing a team handling day to day custodian duties in shares and bonds trade settlements and corporatize actions- ensuring the team day to day BAU complies with the regulatory and internal process and policies- staff development. 2. VP of Branch Operations as the Head of Quality and Service section holding the following portfolio:- Customer Experience and Design Thinking a. Formulate and implement strategy using Lean Six Sigma and Design Thinking tools to ensure the service standard of Branch tellers exceed the customer’s expectationb. Analyze complaints and implement preventive measures to ensure no recurrence of complaints - Transformation and Process Re-engineeringa. Lead and facilitate transformational projects mainly focusing in automation and branch workforce transformation b. Facilitate Lean Six Sigma Green Belt certification by providing coaching and mentoring to the nomineesc. Application of Lean Six Sigma concept in running process improvement initiatives in the department - Finance and MISa. Budgeting and OP planning for the department b. Manage cost to ensure that the department’s operating expense is below the OPc. Implementation of productivity tracking for branch and individual staff in the branches - Branch Performance Management a. Prepare management reports on branch performance b. Analysis on branch performance to derive the root cause and implement measures to improve the branch performance - Traininga. Organize and plan for the department’s training needsb. A trainer in service and customer experience - General Ledger and Claims Processinga. Oversee a processing team in GL reconciliation and staff claims processing Show less

  • Head of Operational Excellence

    Dec 2024 - now

  • Chartered banker (AICB)

    Feb 2019 - now

  • Head of Quality & Service Management

    Jul 2023 - Dec 2024

  • VP, Head of Custody

    Jan 2019 - Dec 2024

  • VP, Branch Operations & Head of Custody Operations

    Jan 2019 - Jul 2023

  • Vice President

    Apr 2017 - Jul 2023

  • AVP of Branch Operations and Management Office

    Dec 2012 - Jul 2023

  • VP, Branch Operations & Head of Custody

    Feb 2019 - Aug 2022

  • Head Operations Service Centre

    Jan 2007 - Dec 2012

  • Trade Operations Officer

    Jan 2005 - Jan 2007