Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Developed and implemented business strategies to enhance the company’s market presence and achieve revenue growth, ensuring smooth operational workflows.</li> <li>Built and maintained strong relationships with clients, ensuring their digital marketing needs are met while delivering excellent customer service and support.</li> <li>Managed and mentor the operations team, ensuring that project deliverers align with client goals and internal processes, while fostering a culture of continuous improvement.</li> <li>Identified new business opportunities, led pitches to prospective clients, and worked closely with the sales team to close deals and expand the company’s customer base.</li> <li>Tracked key performance indicators (KPIs) related to digital marketing campaigns and operations, providing actionable insights to drive optimization and client satisfaction.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Identified inefficiencies and proposed improved-to-be points of banking operations processes to MD.</li> <li>Executed and managed strategic transformation plans: Central Live View System, Teller App Phase 1, and Call Center Enhancement projects.</li> <li>Maintained accurate project records and documentation.</li> <li>Planned the whole department’s monthly and yearly budgets.</li> <li>Prepared executive meeting reports for division offices.</li> <li>Developed and implemented the performance of the branch personnel by setting up monthly, quarterly, and yearly sales targets and incentive schemes to align with budget and monthly KPIs.</li> <li>Collaborated with the L&D team and internal departments in delivering risk management and compliance, customer service, sales acquisitions, general insurance, and life insurance sales training to promote bank product sales by 1% monthly.</li> <li>Participated in community engagement activities such as computer donations to orphanages and blood donations.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Cooperated with the Credit Operations Team in observing the conditions and status of business firms.</li> <li>Managed 10 RMs in loan assessment and credit underwriting processes for business loans & trade financing.</li> <li>Advised clients on business development, investment opportunities, risk management, and financial planning.</li> <li>Assessed and managed risks associated with customer portfolios and ensured adherence to legal and regulatory requirements and bank policies.</li> <li>Ensured to promote lending volumes by using effective business development performance and to reduce the NPL ratio by 2% monthly.</li> <li>Executed community engagement activities such as monsoon plantation and road safety campaigns.</li> <li>Outlined sales and product knowledge training programs by collaborating with the L&D and internal departments.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Communicated with the Risk Management Team in SME business visitation and inspection processes.</li> <li>Oversaw SME Banking RMs in SME loan assessment and credit underwriting processes to ensure compliance with bank policies and to promote a 5-7% monthly increment of qualitative loan approvals.</li> <li>Managed the customers’ portfolio, including key accounts, and advised on the business’ financial and investment planning.</li> <li>Carried out the development and implementation of 4 SME Centers in Yangon, Mandalay, and Nay Pyi Taw.</li> <li>Liaised with government authorities such as CBM and MOPF in implementing lending policies and SME events and preparing and submitting lending data reports.</li> <li>Planned MOU signing events between the bank and fundraising organizations such as KfW.</li> <li>Delivered SME products, SME lending policies, and customer service and customer acquisition training at the CB Bank Training Center.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Supervised the 20 customer service staff by analyzing the skill sets of the staff.</li> <li>Generated the call and agents’ performance reports and submitted them to the Country Director.</li> <li>Accomplished CRM & MIS system testing and translating scripts to local languages with relevant wording.</li> <li>Worked together with the sales and marketing teams at business development roadshows and events.</li> <li>Linked up with healthcare specialists at community healthcare education events and talks.</li> <li>Developed training modules and delivered customer service and sales training, warehouse management of products and marketing materials, and managed product delivery services to customers.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Administrated the contact center as well as the Mass Market Unit, Outbound Unit, and Dealer Channel Unit, there are about 60 Customer Service Champions.</li> <li>Monitored call handling and analyzed the individual skill sets of the Customer Service Champions.</li> <li>Assembled daily, weekly, and monthly call and service performance reports.</li> <li>Took part in UAT testing of the Contact Center.</li> <li>Teamed up with the Technology Team in setting up CRM and MIS systems for the Contact Center.</li> <li>Consorted with HR and the T&D Team in recruitment, Training Needs Analysis (TNA), Train the Trainer (TTT), and Employee Performance Management (EPM) processes.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Supported the Technical Manager in setting up and maintaining auto-packaging machines and attending technical meetings.</li> <li>Mediated with internal and external stakeholders for operations and process improvement.</li> <li>Compiled reports about operations updates for HOD and HO (Thailand).</li> <li>Structured and planned payrolls and carried out general office administration.</li> <li>Delivered production processes, operating procedures, and personal hygiene training to operation staff.</li> </ul>

Myanmar (formerly Burma) Yangon Yangon

<ul> <li>Directed steel production processes and monitored the quality of the steel billets.</li> <li>Coordinated with the service team on maintenance activities.</li> <li>Maintained and controlled the stock data of steel production materials.</li> <li>Pulled together in logistics for product delivery to the target area on time.</li> <li>Assisted the Chief Engineer in generating reports, attending internal and external meetings, and updating operational procedures and guidelines as assigned.</li> </ul>