Please post your requirement

We recommend that you provide us with as much information as possible to ensure that the listing will attract a suitable candidate.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
partnership migrants icon

Thank you for showing an interest in our Job Seeker client.

Please give us some details about the role you want to fill and let us know why you think our client might be the perfect candidate for you.

What happens next?

Our Job Search Specialist Mark Beltran will facilitate the next steps:

Mark will let our client know that you have shown an interest in their professional skills.

You will receive a full job application from our client and might want to offer them a formal job interview if you see the right potential in this candidate.

If you decide that you would like to offer the role to our client, we will help to make the next steps as smooth as possible.

You will be supported by our Licensed Immigration Advisers, who will take care of all visa related aspects of the process of offering our client a job.

Offering a job to our client will be straight forward.

Candidate Details
Name :
Chiu Mae Hoh
Qualification :
Operations Manager
Industry :
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
New Zealand Immigration Concepts Logo
Candidate ID:
CMH118
This candidate has been hired.

Operations Manager

About

Commercially savvy Operations Manager with a reputation for getting things done and 20 years of experience in the financial services industry working with people from different cultures and language backgrounds. Strong collaborative approach and experience in shaping and developing a team, influencing strategy, and creating positive internal relationships with key stakeholder groups. Enjoy big-picture thinking whilst bringing people onboard the journey for change. Skilled in interpreting and clarifying complex financial and risk implications and committed to creating great customer experiences and delivering high-quality solutions within required timeframes. Areas of experience include operations risk, operations, customer service, and transformation.

Achievements

• Hands-on leadership experience: Liaison between clients and team managers. Streamlined communication on project completion progress through app development, resulting in an increase in customer satisfaction by 25%.

• Led a team of 50+Operations staff from 6 departments; including Policy Servicing andAdministration, Collections, Claims and Call Centre and Branch Services, Admin departments

• Audit management: SOX,AML, regulatory and internal audit management exposure

• Drove the planning and launch of campaigns to encourage customers to sign up for recurring payments, to reduce policy lapsation and identified and set up new premium payment methods to enable customers to have easier access to premium payment arrangements

• Multilingual: Speak and write fluent English, Mandarin and French

Professional Experience

Head of Regional Operations Risk & Controls (Asia), Sept 2020- Present 

• Hands-on leadership to drive communication with key internal stakeholders includingSenior management

• Implemented a progressive, effective and efficient Operational Risk strategy, and RiskFramework in operational practices to embed risk-based frameworks and compliance standards and policies into the Department processes and standards, including RCSAs, Control Testing, Quality Assurance Programs, Remediation programs

• Raise and embed the mindset of proactive Risk Awareness at all levels of the organization

• Audit management: SOX, AML, regulatory and internal audit management exposure

• Data analysis to extract meaningful information that will drive risk management strategies and form the basis of plans to strengthen controls

• Work closely with 2LoD (Operational Risk Management and Compliance) and Regulators, representing the business unit, providing input and feedback, seeking advice, and identifying best practices

Achievements

• Created and implemented Operational Risk & Controls Framework and strategy inOperations across the Asia segment of 10 countries

• ConductedTraining needs analysis and planning training programs for 1LoD to improve risk awareness and provide ongoing coaching to ensure continuous improvement of internal controls to strengthen risk governance

• Led a team of 30people across Asia on a direct and matrix reporting relationship. Coached, upskilled, and provided training programs to grow team members’ capabilities, risk knowledge and soft skills

• Simplified systems causing a backlog in claims and implemented status notifications to customers (claim received, claim pending requirement, claim approved/declined)to reduce calls from clients to find out their claim status. As a result, case turnaround time was within expectations (7 days from the last document received) and more than 3000 long outstanding cases which had been open for more than 2 years were cleared within 12 months.

• Drove the planning and launch of campaigns to encourage customers to sign up for recurring payments, to reduce policy lapsation and identified and set up new premium payment methods to enable customers to have easier access to premium payment arrangements 

• Setup a Deferred Premium Payment arrangement in response to the pandemic situation; whereby customers who had financial difficulties could apply to defer the premium payment, but their coverage would remain in effect. Proposed that interest charges be waived during this period, to further help customers to make ends meet, which assisted more than 1000 customers.

 

Head of Customer Experience, April 2016 – Aug 2020

• Leda team of 50+ Operations staff from 6 departments; including Policy Servicing and Administration, Collections, Claims and Call Centre and Branch Services,Admin departments

• Initiated and participated in customer-centric operations transformation programs to improve the customer experience while maintaining appropriate controls to safeguard the company, customers, and employees.

• Participated in Customer Journey and Design Thinking workshops

• Drove process improvements for greater efficiencies and better risk controls and worked closely with regulator and 2LOD to ensure Operational compliance with regulatory, compliance and risk management standards

• SOX and other Audit management and Budget setting

 

Senior Manager, Policy Servicing, 2008 -June 2016

• Led a team of 45 people handling policy servicing processes, including collections, customer service

• Setup banking agreements with various banks to provide the most cost-effective recurring billing arrangements

• Ensured compliance with SOX, PCI-DSS, AML, regulatory, compliance and risk management standards

• BusinessContinuity Planning, SOX and other Audit management, and budget setting

 

Prior to 2008, I was employed as an OperationsTeam Lead,Personal Lines (General Insurance) with AmericanInternational Assurance (AIA) and as Credit Evaluation Executive  with Hong Leong Bank

Education

• Bachelor of Commerce: Double major: Human Resource Management & Marketing 

• Diploma in Business: MSC Syme Business School (in association with Monash University, Australia), Kuala Lumpur, Malaysia

Interests

  • Volunteer with Manulife Malaysia to support schools and resource centres in remote areas
  • Enjoy meeting new people and serving on committees
  • Reading detective stories, stories with historical or action elements, and books on self-improvement

Skills

Technical Skills

Interested in this Candidate?
Contact the Job Search Team at NZIC using the form below.
Thank you for showing an interest in this candidate.

One of our Job Search Specialists will contact you to have a chat about the next steps of connecting you with our client.
Oops! Something went wrong while submitting the form.

Are you a New Zealand employer or recruiter and interested in any of these candidates?

All our clients are visa ready!