CINDY MANALO
Singapore
Summary
Dynamic leader with a proven track record at JP Morgan Chase & Co, excelling in fraud risk management and operational excellence. Expert in regulatory compliance and crisis management, achieving a 33% reduction in fraud losses through innovative strategies. Adept at talent acquisition and fostering stakeholder relations to drive organizational success.
Overview
19
19
years of professional experience
Work History
Founder & Owner
CS Sparkles
Singapore
01.2025 - Current
- Established comprehensive brand and operational framework for waterproof, non-tarnish jewellery in SG market.
- Developed eco-conscious product strategy focusing on performance and sustainability.
- Managed logistics, marketing, supplier sourcing, customer service, and branding initiatives.
- Cultivated relationships with industry stakeholders to enhance brand visibility.
- Negotiated vendor contracts to secure optimal pricing structures.
- Implemented policies and procedures to streamline workflow management.
AVP / Business Unit Head – Fraud Risk and Controls
JP Morgan Chase & Co
Philippines
07.2019 - 02.2024
- Built and led multi-site fraud operations across Manila, India, US supporting Branch Deposits, New Account Screening, and In-clearing functions
- Zero non-compliance findings across multiple audits through robust controls and regulatory alignment
- Spearheaded contingency planning, site recovery protocols, and process redesigns post-pandemic
- Initiated and led Project Snowgoose — successful on-site return of ~1,200 FTE across departments
- Established policies and risk frameworks (e.g. 3-Step Fraud Process) rolled out globally
- Reduced fraud losses through analytics-driven initiatives, enhancing operational KPIs and reducing complaints
- Partnered with market players and regulators to respond to sector-wide fraud trends and operational threats
- Hired, coached, and retained leadership bench across operations; integrated succession planning and retention
Operations Manager – Check Fraud & Compliance
JP Morgan Chase & Co
05.2017 - 06.2019
- Delivered 33% reduction in fraud losses via workflow automation and job aid enhancements
- Automated deferral and profiling workflows, resulting in 62% error rate reduction and 40 FTE hours/week saved
- Harmonised platform strategies across 3 international sites during tech stack transitions
- Controlled vendor costs through actionable oversight and process tuning
Assistant Manager – Claims, Disputes & Recovery
JP Morgan Chase & Co
01.2014 - 04.2017
- Identified and resolved fraud escalations, reducing turnaround time and improving satisfaction
- Designed tracking dashboards and reporting models adopted by leadership
- Partnered with other sites for process alignment and call volume management
Quality Assurance Lead / Associate Roles
Encore Receivable & JP Morgan Chase & Co
01.2006 - 12.2013
- Managed QA teams for 80+ FTE, setting standards and thematic reviews
- Enhanced fraud detection and response, contributed to a 16% site performance increase in 2014
- Led internal culture improvement initiatives as part of Project Delta
Education
PMP – Project Management -
Process Doctors Academy
01.2022
Leadership Acceleration Program -
Manila01.2021
Lean Six Sigma -
Process Doctors Academy
01.2020
Bachelor of Science - Entrepreneur Technology
MAPUA College
PhilippinesBachelor of Science - Business Accountancy
National College of Business & Arts
Quezon CitySkills
- BPO Setup & Expansion
- Regulatory Compliance & Risk Mitigation
- Full-Cycle Operations Leadership
- Budget Management
- Forecasting
- Cost Control
- Talent Acquisition
- Succession Planning
- Culture Building
- Strategic Project Delivery
- Multi-Site Governance
- Crisis Management
- Stakeholder Relations
- Client Relations
Locations
- Singapore
- Metro Manila
Key Awards And Accomplishments
- Champions of Chase Awardee (2022, 2023)
- Ops Manager of the Year, Retail Fraud – 2018 to 2020
- Innovation Excellence Awardee (2020)
- Women to Celebrate – 2019 to 2020
- Project Lead – Return-to-Office (1,200 FTE, 3 countries)
- Founder – CS Sparkles SG, launched 2025
Accomplishments
- Champions of Chase Awardee (2022, 2023)
- Ops Manager of the Year, Retail Fraud – 2018 to 2020
- Innovation Excellence Awardee (2020)
- Women to Celebrate – 2019 to 2020
- Project Lead – Return-to-Office (1,200 FTE, 3 countries)
- Founder – CS Sparkles SG, launched 2025
Timeline
Founder & Owner
CS Sparkles
01.2025 - Current
AVP / Business Unit Head – Fraud Risk and Controls
JP Morgan Chase & Co
07.2019 - 02.2024
Operations Manager – Check Fraud & Compliance
JP Morgan Chase & Co
05.2017 - 06.2019
Assistant Manager – Claims, Disputes & Recovery
JP Morgan Chase & Co
01.2014 - 04.2017
Quality Assurance Lead / Associate Roles
Encore Receivable & JP Morgan Chase & Co
01.2006 - 12.2013
PMP – Project Management -
Process Doctors Academy
Leadership Acceleration Program -
Lean Six Sigma -
Process Doctors Academy
Bachelor of Science - Entrepreneur Technology
MAPUA College
Bachelor of Science - Business Accountancy
National College of Business & Arts
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