Experience

• 

  Rhb bank bhd

  Jan 2000 - Jun 2003

  •Provide financial planning and advisory services including fund investment, will writing, insurance protection plan, retirement plan, children education fund planning and estate planning for high networth customers.•Track, monitor and analyze customers’ investment profiles against the market trend and performance.•Assist Sales Manager to manage and train a team of junior Personal Financial Planners in the sales and marketing of unit trust and other financial products.•Conduct selling skills training and development courses on financial planning products and services for other RHB Business Units.•Conduct training on RHB Bank Computerized Financial Planning Solution “Money Maximizer” to the junior Personal Financial Planners•Provide Investment Planning presentation to RHB corporate customers and high networth customers.•Assist Sales Manager in tracking all unit trust sales for the financial planning team.•Build strong relationships with existing high networth customers and acquire new customers to deepen pocket share and confidence in banking with the bank. •Promote ‘one stop’ wealth management services and tailor made banking services to suit customers’ needs and convenience. Show less •Provide and execute a wide array of personalized financial services advisory on banking products such as housing loans, investment linked products, asset management services, share margin financing, bank guarantee and overdraft facilities, insurance, credit card applications, savings and current accounts transactions to RHB high networth customers.•Manage and supervise tellers’ daily banking operations, which includes cash checking and daily banking transactions verification, and fixed deposit verifications and approvals.•Act as backup Chief Cashier to manage the cash vault and daily banking operation. •Provide assessment of housing loans repayments including calculation on margin of advance and margin of repayments, and conduct bankruptcy search.•Provide recommendations and processing of housing loans applications, share margin financing, credit card applications, and bank guarantee and overdraft facilities.•Prepare the branch’s monthly performance reports to the management for evaluation of sales on all banking products for the Premium Banking Centre.•Carry out visitations to high networth customers with aims of increasing cross selling of banking products and strengthen customers’ relationship with bank. Show less •Provide and execute a wide array of personalized financial services advisory on banking products such as housing loans, investment linked products, asset management services, share margin financing, bank guarantee and overdraft facilities, insurance, credit card applications, savings and current accounts transactions to RHB high networth customers.•Manage and supervise tellers’ daily banking operations, which includes cash checking and daily banking transactions verification, and fixed deposit verifications and approvals.•Act as backup Chief Cashier to manage the cash vault and daily banking operation. •Provide assessment of housing loans repayments including calculation on margin of advance and margin of repayments, and conduct bankruptcy search.•Provide recommendations and processing of housing loans applications, share margin financing, credit card applications, and bank guarantee and overdraft facilities.•Prepare the branch’s monthly performance reports to the management for evaluation of sales on all banking products for the Premium Banking Centre.•Carry out visitations to high networth customers with aims of increasing cross selling of banking products and strengthen customers’ relationship with bank. Show less

  • Senior Relationship Manager, Premium Banking

    Jan 2001 - Jun 2003

  • Relationship Manager, Premium Banking

    Jan 2000 - Dec 2000

  • Relationship Manager, Premium Banking

    Jan 2000 - Dec 2000
• 

  Hsbc global service center malaysia (gscm)

  Jun 2003 - Feb 2007

  •Manage the business planning process and delivery of inward and outward business migrations for APAC countries and UK, ensuring a low cost, high quality service to the global business areas.•Manage a team of trainers and ensure banking process migration are done in accordance with both Company’s strategic directions and Company’s business focus•Planning, co-ordination and allocation of resources such as trainers, global support executives, and center facilities for training. •Create and assess process migration documentation (project plan, terms of reference and Service Level Agreement), updating and maintaining records and schedules.•Take the lead role to provide direction and guidance to Business Partners, other Global Service Centres, Host Country Operation Design and Development Teams and Operations within GSCM.•Manage mission critical process migration for GSCM, ensuring project plans are completed within timescales, allocation of relevant resources and support from all internal departments are effectively managed, prioritized and coordinated.•Maintain positive relationship building with internal departments within GSCM and external business partners like Hong Kong Operation Design and Development, Hong Kong IT, HSBC Securities Services Transformation Programme team, International Financial Services, Custody and Clearing, Investment Services Hong Kong, HSBC Broking Services, Hong Kong Securities, Singapore Operation Design and Development, Asia Pacific’s Payment and Cash Management project team and HSBC Malaysia’s Payment Cash Management.•Ensure development of business contingency plans for all business process migrations are arranged while internal controls for Compliance and Audit are fulfilled.•Liaise with various IT teams within the HSBC Group to explore and synergize systems and softwares to accommodate the requirement of the process migrations. Show less •Provide high quality and effective training to global support executives, other staff members and management team, ensuring that knowledge transfer is accomplished in accordance to the required standards within an agreed timescales.•Acquire detailed understanding of the relevant processes and compliance requirements by attaching to the migrating countries (Asia Pacific & UK).•Design effective training material, methods and tools to transfer knowledge.•Ensure process migrations are implemented in accordance to the migration plans and monitor progress made by the global support executives in order to achieve the required proficiency rate agreed in Learning Curve.•Provide assistance and extend support to colleagues to achieve individual and team objectives by way of active teamwork.•Personally deliver and inspire others to deliver high quality customer driven service that provides a positive view of HSBC as well as creates confidence and loyalty.•Perform system tests to verify present process procedures and update these procedures as the systems are upgraded or enhanced.•Prepare weekly progress reports and training statistics for distribution to all working group parties in business area to provide updates on the team’s performance.•Perform evaluations on all global support executives on a regular basis and to provide guidance to improve processing quality and performance. Show less

  • Manager, Projects – Projects & Planning

    Dec 2004 - Feb 2007

  • Assistant Manager – Training, Projects and Planning

    Jun 2003 - Nov 2004
• 

  The royal bank of scotland bank bhd

  Jul 2007 - Oct 2009

  Assistant vice president, channels and distribution

  •Lead, plan and ensure effective implementation of project rollouts eg, safe deposit box, Preferred Banking Practice, Complaint Management Platform, Relationship Manager’s Attrition Handover, Branch and Lobby Experience, Client Contacts, Client Onboarding Experience and others.•Create process flows and procedures for operation and support teams when a new product or policy is launched or when required.•To ensure all projects, policies and procedures drawn up are adhering to all applicable laws, rules, regulations and group guidelines.•Identify and work on process reengineering projects to smoothen customers experience and minimizing daily transaction errors.•Plan and implement new strategies to extend the Bank’s reach beyond physical branches eg. Remote Relationship Managers.•Continuously evaluate customer touch points across the bank to ensure integration and evolve to stay in sync with business processes.•Create and maintain issue logs to track service related feedback / complaints. Collaborate with internal and external workgroups to develop specific action plans focused on improving customer experience.•Develop and communicate customer experience reporting and root cause analysis to all level of management.•Drive data collection for Client Loyalty’s monthly statistics and reporting to Regional on all monthly achievements.•Conduct multiple monthly client survey and yearly survey to gauge client’s satisfaction.•Set a customer complaints handling platform and ensuring complaints are resolved effectively and within the turnaround time.•Conduct presentations and roadshows for Consumer Clients staff on Client Loyalty initiatives. Show less

• 

  Citibank berhad

  Oct 2009 - Jan 2014

  Vice president, head of customer experience

  •Lead a team of Customer Experience staff who supports the customer experience platform across bankwide focusing on customer experience projects, service recognitions programmes, training and internal communication to shape mindsets and behaviours.•Drive various customer satisfaction surveys (mainly NPS) across all customer touch points on key customer insights. Identify key drivers to customers’ feedback and work closely with business to conduct process reengineering based on the survey results. Work with business to loop back to customers based on feedback obtained from survey.•A leader to Client Excellence change agents by working closely to institute a culture of Client Excellence Service Values across the bank and daily continuous actions to embed values and changing mindsets.•Establish a strong platform to drive internal communication through daily newsletters and driving engagement from business to support customer experience initiatives.•Build recognition programmes for both internal and external compliments to cultivate Client Excellence values by driving awareness, teamwork, appreciation habit and ensuring sustainability of Client Excellence’s momentum. As at to date, successfully received 8900 internal compliments and 6000 external compliments.•Build a Client Excellence training platform for bankwide by conducting mandatory Client Excellence training. As at to date, completed training 3400 staff.•Plan yearly budget based on the customer experience initiatives set for the year. Show less

• 

  Hsbc bank berhad

  Feb 2014 - Jun 2015

  Vice president, senior department manager – contact centre sales & services

  • Scope, lead and implement projects that compliments Premier customers engagement model by leveraging on the capabilities of contact centre.• Perform improvement processes by working with product managers to simplify process at contact centre to promote a better customer experience. • Coach, motivate and strategically lead Service Delivery Operations Team at both sites (Manila and Cyberjaya) from RBWM perspective on daily floor management to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation.• Lead operational delivery of the contact centre by communicating, monitoring and guiding execution of RBWM business goals.• Build strong understanding on key business intelligence data working with central workforce team to translate into collective performance for both Manila and Cyberjaya sites.• Accountable for the level of service provided to our customers through working with Service Delivery contact centre teams.• Delivers by establishing a robust operational, financial and risk management infrastructure while centrally coordinates with internal stakeholders on value proposition of Contact Centre and to support multi-channel proposition and related customer contact strategies.• Provide regular updates on all projects, operational performance and customers’ satisfaction. Show less

• 

  Axa affin general insurance berhad

  Jun 2015 - Aug 2017

  Vice president, customer experience and customer service

  • Drive customer centricity projects across the entity to ensure customers’ pain points are being eliminated and improving customer satisfaction across touch points.• Responsible for creating and maintaining the entity’s overall customer experience, integrating capabilities from multiple providers, both internal and external, to create a consistent and seamless service platform.• Customer journey mapping across key customer touch points and implement desired customer journey with business stakeholders based on insights derived from customer satisfactions surveys and focus group studies.• Lead and drive customer satisfactions surveys working closely with regional counterparts, vendors and all internal stakeholders.• Establish a customer feedback mechanisms and service metrics across key customer touch points and ensure close loop process with customers.• Manage Customer Service Centre, Contact Centre, Service Recovery and Customer Experience Unit with 4 direct reports and 23 indirect reports.• Recommend and coordinate service enhancements across all platforms, develop business cases to support larger initiatives. Show less

• 

  Affin bank group

  Aug 2017 - Jun 2021

  Senior vice president

  • Contribution to build strategy team, including hiring, training and management team operations.• Highlight important business issues , proactive analysis and provide precautionary recommendations.• Creation of key value propositions by customer segments to capture current and future financial services needs as customers progress through life stages.• Review and optimise customer segmentation to maximise retention and value growth of agreed products. Ensure that retention activities are focused on the agreed priority segments and that programmes are optimised to their needs.• Identify strategic and tactical recommendations with associated prioritisations and business care, responsible for presenting recommendation to senior management.• Derive clear vision, strategy and measurable ROI for all engagement and retention programmes and channels understanding the operational channels implication and strategy.• Manage deliberations with internal and external stakeholders to ensure positive customer experience in product roll-outs.• Accountable for delivery of the agreed brand proposition across all channels and development, working closely with Brand owners to further develop the brand proposition and execute changes accordingly.• Liaise with customer operation team to ensure all customer issues are captured, analysed and triaged for action.• Monitor competitor change and development activities and provide regular speed, feature and functionality to all brand, marketing and development teams to ensure that key market learnings are shared across the business. Show less

• 

  Zeal capital market (seychelles) limited

  Jun 2021 - Oct 2024

  Global customer service director

  • Setup Global Hub to house various departments ie. Customer Service, Payments, Finance, Marketing, Human Resource, Office Administration, Risk and IT.• Deep understanding on legal matters and business setup requirements.• Setup Global Customer Service Department to serve clients globally through customisation of communication channels, systems infrastructure, processes, support and resources.• Lead centralisation of customer service functions to enable scalability, standardisation of service, drive efficiency and sharing of best practices.• Setup team, demonstrate leadership to motivate team, support structure and manage operational performance to deliver best in class service. • Create strong support functions to strengthen customer service team, including setup of complaints handling unit, training unit, quality assurance, knowledge management, workforce planning etc.• Strategize and lead process improvements with key stakeholders to improve customer experience and remove process redundancy.• Build a 24/7 team to support business and customers’ needs. • Create a strong engagement platform within the team to promote teamwork, unity and positive working environment.• Challenge status quo across the organization to drive customer experience and improve operational efficiency. Maintain good compliance and security for processes and workflow.• Ensure systems used by team are fully maximized and identify automation opportunities to assist team to deliver superior customer experience.• Ensure company sustainability through improving technology, optimizing procedure, upgrading products and services, and developing talents.• Develop good relationship with stakeholders across the organizational to work on collaborations, projects and daily work requirements.• Manage HR, Admin and Company Secretary functions.• Serve as an EXCO member to represent voice of customers, build strategy and blueprint for Customer Service setup. Show less

• 

  Global mind consulting

  Oct 2024 - now

  Founder

  Global Customer Experience Leader | Strategic Innovator | Transformation ExpertSherine Kan is a Certified Trainer by HRD Corp and graduated in Flinders University of South Australia.Sherine is a visionary leader with over two decades of proven success in transforming customer experience (CX) and service operations for major global brands across industries including fintech, banking, and insurance.Renowned for her ability to blend strategic foresight with operational excellence, Sherine has consistently delivered world-class customer service solutions that drive growth, customer loyalty, and operational efficiency.Sherine specializes in developing customer-centric strategies, designing customer value propositions, leading process reengineering, and pioneering technological advancements, including automation and AI-driven customer service tools.Her ability to identify opportunities for improvement and implement strategies that are not only effective but sustainable. Her work with Zeal Capital Markets, Affin Bank, AXA, HSBC and Citibank speaks volumes about her ability to turn vision into actionable results, making her an invaluable partner for organizations aiming to elevate their customer experience to the next level.Area of expertise:• Global Customer Experience and Customer Service Strategy• Operational Transformation, Operational Excellence and Process Optimization• Leadership in Global Hubs and multinational companies Show less