Chau Lih Pin

Experience

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  UOB

  Mar 2006 - Jun 2009

  Vice President

  - Headed the Inbound Services (phone, voicemails, emails, faxes, mails) for Cards and Retail Banking in the area of customer service management and client services- Managed Customer Support Services in workforce management, knowledge management, complaints handling, fulfillment management- Provided change management support to Business in product launches and system implementations- Provided support in creating value to increase revenue for Business through cross-selling- Managed performance in service level attainment, quality, employee engagement, talent development, succession planning- Secondment to UOB China - Posted to CEO's Office (Project Management Office) to manage projects and implementations upon its local incorporation Show less

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  Oakleigh Capital

  Jun 2009 - Feb 2010

  Director, Customer Service

  - Oversaw contact centre operations and all functions under Payments Department- Operations Management - achieved operational efficiency in operations and financial performance, strived for service excellence in client servicing by setting Key Performance Indicators for employees and team- Support Management - oversaw workforce management, training and quality, MIS and performance tracking to drive team effectiveness- Human Resource Management (HR Operations) - recruited talent from Asia Pacific region to provide premium service; conducted regular performance review to drive value- Customer Value Creation - managed customer loyalty initiatives through strategic customer contact and cross-selling measurement using the capabilities of technical systems- Conflict Management - achieved engagement amongst diversity in the workforce with employees of different nationalities and language proficiencies; built interpersonal skills in the workforce to gain better communication Show less

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  OCBC

  Feb 2011 - Jul 2014

  - Led discussion with Business over negotiation to establish new service-level indicators (SLIs) hence firming up service- level agreements (SLA) upon implementation of new service/product, enhancement of system, or change in business strategy- Conducted quarterly meetings to review SLI performance and transaction volume forecast with Business also as form of relationship building- Assessed overall impact of IT-related problems and service lapses on customer experience- Provided advocacy and advisory support in handling and resolving escalated complaints- Reviewed root causes and preventive measures and analyses trends for continuous improvement - Engaged Business to identify collaboration and improvement opportunities- Administered awards and recognition programs in the areas of quality and service excellence- Conducted monthly Service Management meetings to review service performance, and highlight significant compliments and complaints for improvements and prevention- Created a service culture in striving for service excellence for the non-customer-facing personnel- Drove clear communications and better writing skills to build stronger customer affinity Show less - Document Management – Headed a team of processors handling mail room, scanning and archiving functions for the department- Card Personalisation Management – Headed a team who manages vendor deliverables, oversees logistics in card personalization performed by vendor, and manages plastic inventory- Service Management – Administers service-related matters such as dispute resolution, reward and recognition programs, coordinates for BCP, audit, compliance reporting and is a Quality Driver (Six Sigma) for department Show less

  • Service Management

    Jul 2012 - Jul 2014

  • Card Operations Management

    Feb 2011 - Jun 2012
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  AXA Partners

  Jul 2014 - Jun 2015

  Operations Director

  - Directed all alarm centre activities on travel, health, motor, lifestyle and home assistance functions across the International and Malaysia teams.- Managed B2B business relationships (account management and customer retention) with BPO clients and providers. - Achieved quality assurance, cost efficiency and minimised concentration risks through expanding provider network in the areas of medical services and lifestyle services.- Developed and delivered business projects on customer experience management and product expansion: corporate mobility, tyre protection, medical concierge, extended warranty, third-party administration.- Built team responsiveness and groomed the team to be skilled multi-taskers with creative problem-solving, decision-making capabilities, time management and organization skills.- Established policies and procedures for adherence and compliance.- Was a member of the executive management team reporting directly to CEO. Show less

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  ANZ

  Jun 2015 - Aug 2017

  Head, Contact Centre

  - Provided strategic leadership to the ANZ Contact Centre, driving collaborative work, quality service and revenue through driving service innovation and thought leadership.- Championed Channels-Operations Excellence project to drive service digitisation.- Developed talent to build on their capabilities and coach them for career growth.

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  OCBC

  Nov 2017 - Jan 2021

  Head, Regional Sales & Service Operations

  - Led service quality management, customer satisfaction, service resolution, complaints investigation, training and development and performance management in Contact Centre- Drove revenue generation, sales operations and formulated frameworks surrounding sales operational activities in consideration of data privacy and personal data protection- Deployed information analysis to drive team performance in sales and service efficacy.

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  Amazon

  Jan 2021 - now

  Operations Management

  The Operations team focuses on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business.Responsibilities include- Overseeing 4 Team Heads, 18 Ops Managers, 5 Senior Specialist Leads and >250 Specialists- Leading the operational team that acts as the primary interface between Amazon and our business partners - Obsessing over providing extensive support to business partners who do business on the Amazon platform- Innovating to predict business partners' needs, directing the team in creating self-help tools and providing solutions to help our employees and partners to better serve their customers- Hiring and developing talents to attain their fullest potential for succession- Putting together and executing strategic plans to achieve key performance metrics set for the operations Show less