Jay Low
Singapore
Summary
Operations professional with strong background in optimizing processes and driving efficiency. Adapt at strategic planning, resource management, and continuous improvement initiatives. Demonstrates exceptional team collaboration and adaptability to changing needs, ensuring reliable and results-driven performance. Skilled in business development, project management, and cross-functional coordination, with focus on achieving operational excellence.
Overview
14
14
years of professional experience
Work History
OPERATIONS & STRATEGY PLANNING
LUCE
03.2024 - 10.2024
- Managed budgets and resources effectively, ensuring optimal allocation for maximum results.
- Launched training programs for employees to enhance skills resulting in better job performance.
- Streamlined supply chain management for reduced lead times and increased customer satisfaction.
- Implemented risk management strategies to mitigate potential issues and ensure business continuity.
- Utilized data-driven decision-making to identify areas of opportunity and implement targeted solutions.
- Ensured compliance with industry regulations by regularly reviewing policies and procedures.
- Championed change management efforts, leading staff through transitions and encouraging adaptation to new processes.
- Developed comprehensive operations plans, addressing short-term goals and long-term objectives.
- Facilitated stakeholder meetings aimed at addressing concerns while keeping projects on track.
- Enhanced operational efficiency by implementing strategic planning initiatives and process improvements.
- Reduced operational costs through careful analysis of expenditures and identification of cost-saving opportunities.
- Improved communication channels between departments, facilitating smoother workflow processes across the organization.
- Increased overall productivity, delegating tasks and setting clear performance expectations for team members.
- Collaborated with cross-functional teams to drive continuous improvement across the organization.
- Assisted with internal financial planning, analysis and budgeting.
- Planned resources, conducted costing activities, and managed bid and proposal phases.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked trends and suggested enhancements to both challenge and refine company's product/service offerings.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
ACCOUNT DEVELOPMENT EXECUTIVE
DBS Bank Limited
09.2023 - 02.2024
- Identify and target potential clients or businesses for account development
- Develop and implement strategies to attract new customers to the bank's products and services
- Build and maintain strong relationships with existing clients
- Understand clients' needs and provide customized solutions to address their financial requirements
- Regularly communicate with clients to ensure satisfaction and address any concerns
- Stay informed about the various banking and financial products and services offered by DBS
- Provide clients with information about new products and services that may be beneficial to them
- Meet sales targets and contribute to the overall revenue goals of the bank
- Cross-sell and upsell financial products to existing clients to maximize their engagement with the bank
- Stay updated on industry trends, market conditions, and competitor activities
- Use market insights to identify new business opportunities and stay ahead of the competition
- Ensure that all activities comply with relevant regulations and internal policies
- Assess and manage risks associated with client relationships and financial transactions
- Prepare regular reports on account development activities, client feedback, and sales performance
- Provide insights and recommendations for improving customer satisfaction and business growth
- Work closely with other departments, such as product development, marketing, and customer service, to ensure a cohesive and effective approach to client engagement
- Stay informed about changes in banking regulations, industry best practices, and emerging trends in the financial sector
COMMUNITY OPERATIONS LEAD | FACEBOOK TRUST & SAFETY
TDCX Pte Ltd
07.2018 - 12.2022
- Manage day to day operations across multiple regions with cross-functional partners
- Provide mentorship, guidance, and career development to team members
- Lead and enable a high-performing team to deliver on operational goals by providing superb 1:1 support and enabling deeper, more scalable solutions
- Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results
- Deliver projects involving quantitative analysis, industry research, and strategy development working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Content moderation to evaluate and block of inappropriate content that users post on a company's website or online message forums and encourage positive conversation about the brand
- Constantly identify workflow improvement areas and suggest solutions to ensure maximum efficiency for the organization and its marketing initiatives
- Closely communicating with the internal marketing and client teams in order to revise the strategy according to the client's needs and the audience's interests
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
TEAM LEAD - SOCIAL MEDIA PLATFORMS | FACEBOOK SMB GREATER CHINA MARKET & ID MARKET
TDCX Pte Ltd
07.2017 - 06.2018
- Manage, grow and guide a team to build and execute the digital marketing and media strategy to drive brand lift amongst small and medium businesses on Facebook platforms
- Create a strong culture centred on impact, transparency, individual and business growth, and fun
- Build and manage strong and effective relationships not just the project but organization as a whole
- Manage and drive results like RR, CSAT, Efficiency etc
- Ruthlessly prioritize across initiatives and stakeholders to ensure that team is delivering the most impact results
- Communicate effectively to all levels of the organization
- Generate break-through insights, capabilities, thought leadership that drive significant response improvement
- Last but not least is to create healthy, happy and work life balance environment by conducting consistent engagement activities within the project
TEAM LEAD | NESPRESSO PROJECT (16TH CCAS DOUBLE GOLD AWARDS)
TDCX Pte Ltd
05.2016 - 07.2017
- Responsible for Hong Kong Macau Thailand
- Covering end to end customer management from servicing, relationship management, customer commercial related activities (new products selling, cross selling, upselling etc.)
- Ensuring delivery of good customer service (measured by PS) while ensuring delivery of N sales target
- Maintaining good relationship with both internal and external parties
- 16th International Contact Centre Awards 2016
- BEST Outsourced Programme/Section Contact Centre = GOLD
- Customer Experience Mystery Calling Award = GOLD
TEAM LEADER, APAC
PayPal Malaysia Services Sdn Bhd
10.2013 - 03.2016
- Sit as a member of the APAC Customer Support leadership team
- Responsible for APAC level attainment of Customer Support key KPIs; services levels, efficiency (AHT), contact volume, customer loyalty (PS) and other operational measures
- Provide functional leadership to the Customer Support team - (direct reports 20)
- Lead employee engagement; communicate key business information and business metrics to the Customer Support team on a regular basis (Town halls, One to One, etc.)
- Ensure teams are in compliance with all policies and operational procedures and that deficiencies are rectified
- Ensure organization has the appropriate tools and competencies to perform effectively and efficiently
- Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level
- Utilize formal correction action procedures as required
- Conduct periodic and step level reviews with the wider team on PDP coaching and OTR process
TEAM SUPPORT LEADER, APAC
PayPal Malaysia Services Sdn Bhd
04.2011 - 09.2013
- Answer phone calls, emails, and tickets from Customer Support teammates and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately
- Handling escalation calls for Customer Support line and Limitation Appeal line
- Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal
- Assist Customer Support team to deliver on metrics for example; phone handled time, customer experience (PS), proactive product offer, etc
- Provide consistent feedback regarding overall customer satisfaction (PS), tools and processes
- Provide leadership, guidance and assistance to peer employees
Education
"O" LEVEL - ACCOUNT & ECONOMY
SMK KATHOLIC
CERTIFIED BASIC INSURANCE CONCEPTS AND PRINCIPLES
Singapore College Of Insurance09-2023
CERTIFIED PERSONAL GENERAL INSURANCE (PGI)
Singapore College Of Insurance09-2023
DALE CARNEGIE EDUCATED
08-2022
Skills
- Customer Satisfaction
- Leadership
- Account Management
- Business Development
- Project Management
- Strategy Planning
- Operations Management
- Mentorship
- Relationship Management
- Sales
- Digital Marketing
Languages
English
Cantonese
Mandarin
Bahasa
Hakka
Hobbies and Interests
- Futsal
- Badminton
- Basketball
- Darts
- Painting
- Drawing
- Piano
- Guitar
- Hiking
- Camping
- Participate in charity events
Personal Information
- Date of Birth: 17 September
- Nationality: Singapore
Additional Information
Immediate
Timeline
OPERATIONS & STRATEGY PLANNING
LUCE
03.2024 - 10.2024
ACCOUNT DEVELOPMENT EXECUTIVE
DBS Bank Limited
09.2023 - 02.2024
COMMUNITY OPERATIONS LEAD | FACEBOOK TRUST & SAFETY
TDCX Pte Ltd
07.2018 - 12.2022
TEAM LEAD - SOCIAL MEDIA PLATFORMS | FACEBOOK SMB GREATER CHINA MARKET & ID MARKET
TDCX Pte Ltd
07.2017 - 06.2018
TEAM LEAD | NESPRESSO PROJECT (16TH CCAS DOUBLE GOLD AWARDS)
TDCX Pte Ltd
05.2016 - 07.2017
TEAM LEADER, APAC
PayPal Malaysia Services Sdn Bhd
10.2013 - 03.2016
TEAM SUPPORT LEADER, APAC
PayPal Malaysia Services Sdn Bhd
04.2011 - 09.2013
"O" LEVEL - ACCOUNT & ECONOMY
SMK KATHOLIC
CERTIFIED BASIC INSURANCE CONCEPTS AND PRINCIPLES
CERTIFIED PERSONAL GENERAL INSURANCE (PGI)
DALE CARNEGIE EDUCATED
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