Greater Melbourne Area
I am an experienced financial and health services professional with a breadth of experience across a range of disciplines including Operational Risk & Compliance Management, Business Process Improvement, Operational Resilience, Change Risk Management, Product Management and Operations Management. A highly motivated and passionate leader with a strong track record of building highly engaged teams to meet customer and stakeholder needs with a track record of managing start up functions and hitting targets within a short defined timeframe. Working in the Financial Services industry for over 20 years, I have held roles across Product Management, Operations Leadership, Project & Operational Risk Assurance and External and Internal Audit. My key achievements include implementation of key industry leading initiatives to improve customer experience, obtaining the highest stakeholder satisfaction results of all states nationally in the first year of operations, consistently achieving better than the national average in turnaround time, delivered month on month reduction in operational losses and development and execution of key risk frameworks/initiatives. I have strong stakeholder management skills and a proven ability to lead large complex teams to deliver key business results. Language Skills • English • Cantonese (Spoken) • Bahasa Malaysia
Responsible for driving process excellence across Health Insurance to align with the strategic objectives of a global organisation. This includes identifying and prioritising key processes for optimisation to enhance customer outcomes and Net Promoter Score (NPS). I also lead a team of Business Improvement Specialists in mapping critical processes to defined quality standards, presenting improvement opportunities to process owners, and facilitating their implementation. Additionally, I serve as the Operational Resilience Lead for Bupa Health Insurance, ensuring compliance with CPS230 regulatory requirements.
As the Senior Risk and Control Business Partner in the Health Insurance business to 2 large strategic program of work,, I am responsible for working with the program and business to implement risk governance over the program implementation including training and application of the risk management framework, facilitation of delivery and delivered risks and controls assessment and driving risk awareness and culture. In addition, my remit includes uplifting the risk in change framework and working with the wider risk business partners and senior stakeholders in managing the impacts of the program changes to their respective risk profiles.
Manage a large team of Assurance Management Specialists (1st Line Operational Risk) supporting the Customer Resolutions business which is responsible for end to end complaints handling from customers and AFCA. Key service catalogue include business adherence to risk framework & policies, regulations (including RG271), support in triage and management of events, identification and management of key risks through controls and KRIs and uplift of risk hygiene through analytics and risk forums including building out of end to end complaints management risk oversight.
Manage a team of Assurance Management Specialists (1st Line Operational Risk) supporting a large and diverse product tribe covering Credit Cards (Consumer and Commercial), Personal Loans and Overdrafts. In addition, my remit also included leading Payments and Merchants Assurance team up until 2020 when the business was diversified. Key service catalogue include business adherence to risk and product framework & policies, support in management of key risks including emerging risks and uplift of risk hygiene through analytics and risk forums.
As the product manager for Term Deposits across the Retail, Commercial and Third Party Deposits channel, I was responsible for the product's strategy, proposition, sales/operational processes and financial feasibility (FUM and Margin). Work with a diverse range of stakeholders and support functions including Frontline, Finance, Legal, Assurance, Pricing and Marketing to deliver a product that is a critical funding lever for the lending business and Treasury's balance sheet management.
Led the implementation of high profile regulatory projects such as Sarbanes Oxley into the business and subsequently ensured that it complied with the requirements through audit of the e2e process and controls. Exposed to a range of equity and fixed income derivative products across Front Office, Products, Product Control, Middle/Back Office and Market/Credit/Operational Risk. Achievements included presentation of audit findings in conjuction with the Head of Internal Audit to Steering Committees/Executives and the formulation of an internship program into Internal Audit.
Lead Manager on the audit engagement of a number of high profile financial services clients including the funds management arm of Prudential and Barclays. Achievements included the successful tendering to Barclays Global Investors Management of a Sarbanes Oxley engagement and the subsequent lead and execution of it.
Lead manager on a number of high profile clients within the financial services industry including ANZ Staff Superannuation Fund, ANZ Funds Management and Mercer. Achievements included the formulation of a risk profile model for Superannuation clients that was subsequently rolled out nationally and the consistent completion of audit engagements within the timelines and budget set.