1. PROFESSIONAL EXPERIENCE:
HSBC Bank (M) Bhd Mar 2015 to Current
Banking Middle Office – Client Manager
Banking Middle Office is responsible for supporting Global Banking Relationship
Managers in global client onboarding and the on-going management & oversight of due
diligence activities through the full client lifecycle with HSBC on behalf of Global Banking
& Markets both as a customer group and product provider.
Client Manager function is to play as a central role in managing client onboarding for
Global Banking & Markets. Client Managers works closely with Global Banking
Relationship Managers and KYC Services to ensure all requisite information needed to
support onboarding / renewal activities are gathered from the client consistently and
efficiently.
• Managing client KYC portfolios by taking ownership of the renewal process, as well
as interactions with offshore teams, onshore stakeholders and the client to drive
resolution of KYC cases.
• Engaging with the RM / GRMs to discuss specific cases and provide advice /
guidance on the approach around resolution on overdue / problematic renewals.
• Playing a key role in driving the escalation process, by presenting cases at monthly
DAKS (governance) meetings to ensure timely completion of profiles
• To have a solid understanding of KYC Policy, Line of Business procedures and
guidance documents
• To keep up to date with the latest internal procedural / policy changes (working
closely with the Policy team)
• To assist with preparation and delivery of training and communication around
policy, procedures and guidance
• To maintain core standards of behavior at all times.
HSBC Bank (M) Bhd Oct 2012 to Mar 2015
Associate Relationship Support Manager – International Banking Centre (IBC)
Directs and controls the overall marketing, operations and administration of the
Commercial Banking (CMB) International Banking Centre (IBC) so as to promote

2. international business, secure new banking relationships generated from inward and
outward referrals and act as a one stop service/resource center for cross-border account
opening. When required, manages and overseasimplementation of assigned projects e.g.
enhancements to Global Links, Smartforms to meet business requirements. Assist the
Department Head in conscientiously portraying the Company in a positive light and as a
successful, strong and responsible corporate entity.
• Coordinate, act on and/or meet requests and requirements, provide prompt
response to enquiries
• Provide guidance on account opening process for HSBC Malaysia and Group
offices
• Liaise with internal departments and branches to resolve issues
• Ensure all cross-border referrals are tracked through Global Links
• Resolve IBC customer-related issues that cannot be handled by branches, conduct
investigation to minimise/mitigate/eliminate future occurrences and make
recommendations on improvements
• Ensures prompt and accurate processing of all account opening applications
• Provide guidance to potential/existing customers to ensure completeness and
compliance of all documentation to satisfy the host country/auditors recommendations
and to protect HSBC and customer interests
• Provide input and contribute to quality assurance of workflow procedures
• Formulate ideas to enhance customer experience in IBC
• Provide leadership/counsel/motivation and constructive performance reviews to
direct report(s), securing commitment to business goals
• Maintain full and up-to-date understanding of CMB’s business strategy
• Develop strategy on how to promote HSBC Malaysia and Group capabilities
through the IBC
• Actively promote/cross sell HSBC Malaysia and Group’s services when interacting
with potential/existing customers in the IBC
• Evaluate/respond/improve response times to sales and service enquiries from
international customers, refer them to specialized product areas as required

3. • Implement and manage project initiatives to improve CMB’s ‘joined up platform’
and cross-border account opening process e.g. enhancements to Global Links,
Smartforms
• Act as a subject matter expert in the responsible area, highlight potential issues,
maintain close contact with the project team and take appropriate action e.g. ensure
issues are addressed by the related parties
HSBC Bank (M) Bhd 2011 to 2012
Assistant Customer Service Manager – Payments & Cash Management
Provide Payments & Cash Management (PCM) best in class customer services to top-tier
corporate customers by liaising between internal departments & key stakeholders locally
and globally. This role requires me to pose excellent interpersonal, analytical and
organisational skills to ensure dedicated services are delivered for all PCM-related issues
• To provide customized services to assist valued customer with day to day
operations and to handle special request from customer under critical situation e.g
payment instructions received nearly cut off time.
• Assist Customer Service Manager (CSM) on customer investigation and to stand
in for them when they are out for customer visits.
• Provide dedicated account management and be the focal point of contact for a
portfolio of top-tier Global Banking and Commercial Banking customers.
• Liaising with/visiting customers (as and when required) independently and
making decision relating to customer's daily operational issues. Required to liaise with
group offices to ensure a high standard of service is provided in Malaysia and across the
region.
• Comprehension and analysis of customers' operations and systems set ups,
identifying/satisfying customer needs and promotion/cross-selling of Cash Management
products and other banking services where appropriate so as to proactively promote
utilisation of all cash management products to maximise the Bank returns.
• Maintaining close co-ordination with Product Team and Implementation Team of
MYH & ASP PCM in order to be updated on future release/enhancements to PCM
Products and working closely with all related internal/external stakeholders.

4. • In charge of corporate account opening for new and existing customers
• Take up Ad-hoc project assigned by superior
HSBC Bank (M) Bhd 2009 to 2010
Business Delivery Officer – CMB Business Management
Main responsibilities in this section is toensure smooth delivery of overall CMB Business
management projects & strategies for all regions by taking control of matters such as:
• Compliance
- Coordinate, support, act on requests and requirements in regards to CMB from
externalparties, for eg. BNM, other HSBC Malaysia business lines, internal functions and
Group functions/offices
- To liaise with other internal functions & branches to resolve compliance
requirement & issues that impact CMB.
- Providing help desk function to the line for compliance enquiries
- Provide support to the Local Compliance Representative (LCR) CMB to manage
the compliance functions/requirements for HSBC Malaysia CMB including reporting and
updates/review
• Operational Risk
- Implement and manage existing and new CMB operational risks, informational
risks, internal /operational control requirements and systems.
- GORDON (Compliance system) coordinator and user for CMB – updates system
and reviews risk assessment exercises undertaken by CMB and other internal functions &
branches.
- To support, guide and provide help desk functions on operational risk/reporting
requirements.
• Informational Risk (IR)

5. - Take up the role as the Deputy BIRO and ensures that IR is consistently and
appropriately managed within their line of business/department
• Assisting the BIRO with IR assessments and working directly with departmental
personnel to fully explain the IR assessment process.
• Working directly with CMB departments to ensure understanding of audit and
regulatory requirements relating to IR and provide assistance where appropriate.
• Support the business in improving general IR oversight and awareness and with
regional IR training and awareness projects.
• Customer Complaints Management
- Acts as the CMB coordinator for customer complaints and feedback by supporting
the resolution/responses to CMB customer complaints.
- Deals with all parties involved in improving CMB customer engagement, e.g.
Customer Experience team, branches and other internal functions in improving customer
experience and services.
• Business Performance Reporting
- By providing MI required by CMB management, CMB Regions/branches/MD
CMB/Senior Management
- By centralizing and reducing returns required from branches/regions
- By ensuring the data completeness and integrity of the CMB customer database.
- Processing and finalising the CMB Champions League results
HSBC Bank (M) Bhd 2008 to 2009
CMB Planning & Management Information Officer - CMB Business Management
Responsible in managing and supporting a new Sales team comprises of 131 sales staff
and 13 team leaders in acquiring new corporate customers besides calculating and
finalising the commission payments accordingly.

6. HSBC Data Processing Center 2004 to 2008
The job scope will be to produce Management Information (MI) for the top management
locally and globally. In order toproduce the reportsand statistics, I will liaise with all level
of staff to collate the information required.
Maxis Communications Bhd 2002 to 2004
Handling customer enquiries on Maxis products and promotions
Petronas Carigali Sdn Bhd 2001 to 2002
Preparing contract papers for vendors, generate monthly purchase and requirement
report and statistics.
Matsushita Compressor & Motor Sdn Bhd 1994 to 2001
I was a Buyer in this company and my main responsibilities were to source for new
components for the manufacturing of the motors for the air conditioners. I was also
required to ensure timely and sufficient stock orders are in place for production. While in
this role, I have liaised and negotiated with vendors from both local and overseas to
ensure the quality and price are to our expectations and acceptance level.