Summary
Overview
Work History
Education
Skills
References
Awards
Languages
References
Timeline
Generic

Christine Fernandez

Petaling Jaya,Malaysia

Summary

Detail-oriented Assistant Manager offers more than an extensive, progressive record of accomplishment in leadership. Ability to be a team player, and resolve problems and conflicts professionally, keeps staff satisfied and on target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.

Overview

21
21
years of professional experience

Work History

Assistant Manager Existing Business

AIA Shared Services
Cyberjaya
10.2019 - Current
  • Ensure team processes all Life change requests as received as per stipulated requirements.
  • Monitor Work Queue daily to ensure team is meeting agreed Service levels.
  • Coach and develop team members to ensure they possess the right skills and knowledge to meet the minimum service benchmarks.
  • Complete Management Reporting, Day end reports, Update CIQ accurately and within agreed timelines.
  • Ensure daily audit reports are checked, verified and rectified as per stipulated target and timeline.
  • Ensure suspense account(s) are maintained within the stipulated requirements.
  • Approve cases that exceed subordinates’ authority including financial transactions.
  • Identify, propose and implement improvement opportunities in regard to Technology, People & Processes.
  • Attend and obtain certification(s) for authority limit, up-skill, and personal development.
  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
  • Review team’s performance on a monthly basis to consistently drive meritocracy and high performing team.

Trainer

AIA Shared Services
08.2017 - 09.2019
  • Conduct training in the appropriate delivery method for
  • One to one and classroom training for new starters
  • Staff identified as requiring retraining
  • All staff in the event of a process change
  • Developing the following training framework outputs and training materials
  • Best practice principles
  • Multiple training method processes
  • Templates
  • Style guide
  • Worked with OSS Australia team Managers and Retail Administration Team Leader conduct training needs analysis and a training program that addresses these needs.
  • Travelled to Melbourne , Australia in Dec 2018 to learn up the Life Insurance Framework and came back and trained this knowledge to approximately 50 staff back in Malaysia

Migrations Trainer

AIG Shared Services
Kuala Lumpur
01.2013 - 07.2017
  • Travelled to United States, Bermuda and Philippines for knowledge transfer and have successfully migrated the projects to Shared Services.
  • Conducts soft skill training such as email writing, telephone techniques and customer orientation.
  • Conducts Language Enhancement Programs
  • Conducts Microsoft Excel Classes (Intermediate and Advanced)
  • Conducts Microsoft Power Point Classes
  • Train all new hires with help of all process learning theories and provide technical support to implementation and introduction of all systems required.
  • Administer working of all staff and recommend continuous improvement in quality of services and provide training to production team.
  • Maintain knowledge on all products and participate in all team meetings and monitor all transaction in adherence to all code of conduct.
  • Assist all specialists to effectively transit from training to work environment and ensure compliance to all business requirement and maintain work according to timeline and content flow.
  • Conduct training, coaching for new hires, prepare quality and process improvement initiatives as and when required by management. Participation in various developmental trainings
  • Identify process level gaps, analyze root cause of complaints and implement TNA (Training Need Analysis) for new hires and BAU (Business as Usual).
  • Review applicable training materials and processes to stay abreast of current process and methods for meeting training needs in a cost-effective manner.
  • Actively involved in any special project related to function that has been assigned to in terms of Process Training Perspective.

Process Specialist/Backup Assistant Manager

HSBC Electronic Data Processing
Cyberjaya
01.2009 - 01.2013
  • Traveled to Bermuda in February 2009 to learn different types of payments
  • Came back and trained the rest of the team on these queues
  • Learned the stop payments, account closures, 10 day deferred payments, coin journals and foreign exchange (via Webex) from the Operations Specialist in Bermuda and trained the team on these queues accordingly
  • Went alone to train the Bermuda Payments team in India for four weeks on the following queues Fixed Deposits, Standing Instructions, top payments, account closures, 10 day deferred payments, coin journals and foreign exchange and drafts queue.

Global Support Executive

HSBC Electronic Data Processing
Cyberjaya
01.2005 - 01.2009
  • (May 2005- Dec 2005) Team: EFT: Processing payments within the UK itself. Handling calls to customers and relationship managers
  • (Jan 2006-Mar 2006) Team : Priority Payments: Validating payments within UK and outside the United Kingdom
  • (Apr 2006- Jan 2009) Team: Inward Remittances Telegraphic Transfers: Pre-processing, data entry and approving the items into HSBC Hong Kong. Doing the final checks on items before releasing them. Was granted highest releaser level 3

Education

Master of Business Administration - Human Resources

Open University Malaysia
Kuala Lumpur
01.2015

Bachelor of Information Technology and Management -

Open University Malaysia
Seremban
01.2010

Skills

  • Process improvement
  • Team leadership
  • Service level management
  • Management reporting
  • Training development
  • Customer relationship management
  • Performance evaluation
  • Quality assurance
  • Knowledge transfer
  • Coaching and mentoring

References

To be provided upon request

Awards

Operations Excellence Quarter 1 Award 2015, Operations Excellence Quarter 1 Award 2014, Prestige Award-Team Service Excellence 2015, Best GSE for 2007 Grand R and R, Best GSE for October 2008 monthly R and R, Best GSE for 2009 Grand R and R, Best GSE for the months of May, June, August and October 2010, HTSU & Bermuda Superstar (July-November 2010), Hot Staff (3rd quarter 2010), 100 club semifinalist for year 2011 (100 club award is given out to the top 100 people out of 63000 people worldwide in global resourcing), Organized team building activities for both Inward Remittances Telegraphic Transfers and Bermuda Payments

Languages

English
Full Professional
Bahasa Malaysia
Professional

References

References available upon request.

Timeline

Assistant Manager Existing Business

AIA Shared Services
10.2019 - Current

Trainer

AIA Shared Services
08.2017 - 09.2019

Migrations Trainer

AIG Shared Services
01.2013 - 07.2017

Process Specialist/Backup Assistant Manager

HSBC Electronic Data Processing
01.2009 - 01.2013

Global Support Executive

HSBC Electronic Data Processing
01.2005 - 01.2009

Master of Business Administration - Human Resources

Open University Malaysia

Bachelor of Information Technology and Management -

Open University Malaysia

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