Wendy Chooi Voon Liew (Associate Chartered Banker)

Experience

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  Standard Chartered - Scope International (M) Sdn Bhd

  Sept 2001 - May 2007

  Document Analyst (Import Document Checking - Hong Kong and Malaysia)

  1) Senior Global Operation Officer (L/C Advising Malaysia & HK Team)• Verify transactions processed by officer and release those fall within own delegated release authority• Assist the team management in overseeing the daily operations of the team and contribute towards meeting the team’s objectives• Ensure awareness and full compliance of all laid down rules , regulations, policies, guidelines, procedures, practices and code of conduct imposed by SCB group• Support the roll-out of appropriate quality management systems in the and other initiatives by the SCB group/company• Ensure due care and diligence is exercised on day to day operational matters relating to money laundering and KYC, acquiring relevant knowledge and training thus providing support to superiors and subordinates• To review OP (operation procedure) for the team• Understand and respond to others bank enquiries via swift or telex• Conduct meeting and respond to ad-hoc situation• Liaise with Bank Negara for obtain appropriate approval on sanction countries2) Document Analyst (Import Document Checking - Hong Kong and Malaysia)• Checking on all the relative documents (eg: invoices, packing list, transport documents, etc) called against letter of credit.• Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, procedures, practices and code of conducts imposed by company• Ensure due care and diligence is exercised on day to day operational matters relating to Money Laundering and KYC, acquiring relevant knowledge and training thus providing support to superiors and subordinates• Check against letter of credit on compliance.• Aware and take precaution action on sanctioned countries transactions and commodities transactions against market volatility.• Perform multi-tasking and yet remain focus on major issue while dealing with voluminous data Show less

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  TransFingo (M) Sdn Bhd

  May 2007 - Oct 2008

  South East Asia & AEC Regional Hub Supervisor

  • To manage/monitor the daily operations of the team which support various country, eg: Vietnam, Singapore, Malaysia, Indonesia, Thailand and also Philippine on the claim and rebate processing team, T2 compliances and pricing tools team, program requisition team and rules of engagement team.• To assist the Operation manager to oversee and control the daily operation are perform on the trail and within the turnaround time.• To handling the enquiries from the client and also the partner on their claiming request via phone and also email.• To be involve in the recruitment and also the performance review with the client as well as staffs performance appraisal • To prepare the documentation on the daily process such reporting.• To be involved in restructuring and implementing of new process • Work closely with the client and various country support team on daily operations.• Carry out training session for the new joiner Show less

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  Citigroup Transaction Services (M) Sdn Bhd

  Nov 2008 - Aug 2014

  Manager - CitiService Offline Service Hub

  Citigroup Transaction Services (M) Sdn Bhd2008 Nov – 2014 AugBanking & Finance Manager - Cash and Trade Management (CitiService Offline Service Hub)• Staff managing of the current team and in-charge of performance review with the staffs.• Coordinated Service review with country partner and reporting to Head of Department • Acted as the single point of contact, handling escalation cases aside of normal investigations cases as well as the client’s complaints in order to maintain the client’s satisfactory • Performed a detailed root cause analysis, investigation for the inquiries received from corporate client / Financial Institution client pertaining to Cash management products or Trade Finance or Electronic banking related. • Work closely with the business partners to ensure investigations are resolved within the standard turnaround time • Look beyond the surface of operational / service issue by identifying the root causes, identifying the solutions and suggest any enhancement chances to the Regional Service Manager / Relationship Manager / Operation • Gained sufficient knowledge of the operational and technology aspects of corporate bank products (Cash and Trade), which would result in faster and better enquiries handling for the clients. • Acted as a quality control checker, to perform weekly quality checking on the existing team members’ work to ensure quality work is performed and provided • Coordinated in work migration as well as migration planning and ensure plan is delivery on time • Responsible in the recruitment process (selection, interviewed and finalized) • Developed the existing team members by providing training, coaching and mentoring • Handled Ad-hoc project which assign by Department Head, i.e. to prepared all the related reports and documents during the TW FSC auditor visit to KL office. Show less

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  Citibank berhad

  Sept 2014 - Jun 2017

  Client Experiences Manager (FI & Corporate)

  Acted as Single Point of Contact (SPOC) for identified Tier 1 financial institutions (F.I.) clients in local country (calls / emails) by responding to all day to day issues that are raised by F.I.customers at a local level. Acted as escalation point of contact for Corporate client which as ownership of the Service relationship managing overall client experience across the Citi networkEscalating where appropriate, if there are issues encountered with local client inquiries and investigations, providing updates and feedback to clients, and managing the country-level quality and performance for the assigned portfolio Participated with internal/external Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry-leading service provider With coordination and guidance from the Client Experience Head, acts as an advocate and champion for process improvements within Citi and in partnership with the client. Oversees the successful local relationship with client by understanding the client’s service needs and identifies gaps in delivery. Analyzes client’s activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience.Maintained knowledge of clients' primary products, system interfaces, common system breakages, and prescribed resolution process (local) Drive service support team to deliver against improved client satisfaction scores Proactive daily internal review of cases and client inquiries. Frequent domestic pulse calls to assess client satisfaction and identify issues .To perform local country Service Review / Scorecards.Educate/ train clients on operational & service procedures as well as product capabilities Continuously seek to identify opportunities for efficiency and control improvements in the processReviews and understands VoC surveys, creates action plans Show less

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  HSBC Global Banking and Markets

  Jul 2017 - now

  Associate, TL of Client Manager (FIG/ICG/Corp)

  Take accountable for the management and co-ordination of new on-boards, existing client maintenance, renewals and reviews and co-ordination of client exists.Acted as Single Point of Contact (SPOC) onboarding / renewal and off-boarding activity in a location (at Location, Sector or Sub-sector level depending on the scale of the location).Co-ordination of onboarding/renewal and off-boarding activity on behalf of the GBM Relationship Managers aligned to clients requirements.Work closely with GBM RM’s and Products Sales to pro-actively drive onboarding for the client to ensure all requests are captured, prioritized and resolved within agreed timeframes.Taking ownership of onboarding problems and resolving onboarding issues. Ensuring transparency and regular communication and updates to key stakeholders.With coordination and guidance from the management, acts as an advocate and champion for process improvements within the team.Build effective relationships with both internal and external clients / stakeholders to expedite resolution of onboarding issues and maintain fluidity of onboarding pipe to directly maximize revenue generation opportunities while ensuring full alignment with HSBC policy and controls e.g. KYC and Credit renewals policy.Support the RM and Client through the conversion to the new Global AML standard including having a clear understanding of the additional due diligence requirements and how they will impact the client and support clients and functional SME’s in the gathering of this information. Handled Ad-hoc roles and responsibilities which assign by Department Head, i.e.regional reporting and regulatory reporting.Lead by example by ensuring own on-boarding portfolio is case managed appropriately and also providing guidanceAdhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events. Show less