Jocelyn Lee
Summary
Motivated and dependable individual with 17 years of private banking operations experience. Skilled in payments, stakeholder and risk management. Encouraging manager and problem-solver with talents for team building, leading and motivating who manages multiple priorities with a positive attitude.
Overview
18
18
years of professional experience
Work History
Team Head, OneOps (AVP)
Bank Of Singapore
11.2022 - 04.2024
- Led and managed team of 4 in level 1 query management support in areas of operations and digital banking
- Chairs monthly Operations working group to engage Front Office and seek feedback on Operations Process improvement initiatives
- Led and guided team successfully in creating engaging and informative roadshow with Front Office to drive up adoption rate for Chatbot in simple queries
- Recognized importance of timely resolution and collaborated with stakeholders to review and ensure Service Level Agreement (SLA) are met in resolving issues reported by Front Office
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Conducted regular catch ups with individual team members to identify areas for improvement and provide guidance on career development opportunities
- Held weekly team meetings to share any team/project updates and address any BAU concerns/challenges
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Ensure all staff in the department complete their mandatory training before deadline as training coordinator
- Achieved timely completion for department's user access review and ensure users within the same team has consistent access
Team Lead, Asset Transfer Validation (AVP)
Bank Of Singapore
04.2019 - 11.2022
- Led and managed team of 16 staffs
- Supervised team members to ensure clients' payment instruction is submitted to remittance team for processing by cut off time
- Handled escalation from Front Office and work collaboratively to resolve issues positively to minimize client impact
- Assessed risk and approve any callback deviation cases
- Worked with Front Office and Fraud Risk team to collate feedback for periodic review of callback procedure
- Prepared and draft latest update of callback procedure and provide training to Front Office and Operations of upcoming callback procedure changes prior to go-live
- Held weekly team meetings to share any team/project updates and address any BAU concerns/challenges
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Coached and provide guidance to staff in handling BAU issues faced
- Successfully transition processing of client payment instruction from email to payment system achieving process streamlining to reduce human error and improved overall efficiency
- Worked collaboratively with stakeholders to discuss and improve payment submission process after go-live of payment system
- Created test cases based on BAU requirements and conducted end-to-end testing to ensure seamless functionality
- Consistently provided clear, concise feedback to development teams regarding identified issues
- Worked with Operations risk partner to prepare for team's audit
Senior Associate - Asset Transfer Validation
Bank Of Singapore
08.2014 - 04.2019
- Handled pre-processing checks for all client related payments prior to processing by Remittance team and performed callback verification on required instructions
- Maintained strict adherence to callback procedure and accuracy in performing pre-checks for payments
- Review and draft callback deviation submitted by Front Office for approval
- Provided excellent service to stakeholders by promptly addressing inquiries and resolving issues related to payments.
- Trained and supported new and junior team members to successfully fulfilled their roles and responsibilities
- Prepared training slides and conducted new joiner induction to help Front Office new joiner understand callback procedure requirements
- Department risk representative (RCSA, outsourcing, BCM)
Assistant Manager - Treasury Admin Senior Officer
ABN AMRO Bank N.V
05.2011 - 08.2014
- Handled day to day client transactions (Dual Currency Deposit, Options and FX) for Singapore and Dubai.
- Handled of Interbank money market deals and FX trades to ensure accurate and timely cash management and submission of Nostro balances to dealers for funding
- Investigate or resolved any queries or discrepancies to ensure no long outstanding issues.
- Performed daily reconciliation to ensure that client transactions are processed timely.
- Print and check client confirmations before sending out
- Liaised with broker and counterparty on trade confirmation
- Assisted in training new team members
Assistant Manager - Payment and Receipt Officer
Abn Amro Bank N.V.
07.2006 - 04.2011
- Handled day to day outward/inward remittance and cash/cheques for Hong Kong, Singapore and Dubai location
- Expedited processing times for high-priority payments, ensuring efficient and timely processing of payments
- Performed due diligence and reconciled any outstanding balances in bank’s Nostro accounts to ensure there is no breaks
- Investigation of non-receipt of funds before crediting into client’s account to avoid incurring overdraft interest on nostro account
- Actively facilitating front office in client’s enquiries.
- Managed workload effectively in fast paced environment and maintained accuracy in processing
User Acceptance Tester
Abn Amro Bank
05.2010 - 06.2010
- Participated in implementation of Olympic system
- Assisted in inputting outgoing and incoming payments in system to ensure that transaction codes and charges are correct in test environment
- Performed checks and ensure that MT103 and MT202.cov sent out from Olympic system have the correct fields in order to support BAU
- Assisted to input transaction for BAU on non-testing days
Education
Bachelor of Commerce - Finance And Marketing
Curtin University of Technology
Singapore04.2009
Skills
- Management Team Leadership
- Service recovery
- Customer Service
- Process Improvements
- Stakeholder Management
- Operational risk management
- Fraud prevention
- Microsoft Office and Visio
- User Acceptance Testing
- Presentation Skills
Languages
English
Chinese (Mandarin)
Chinese (Cantonese)
Timeline
Team Head, OneOps (AVP)
Bank Of Singapore
11.2022 - 04.2024
Team Lead, Asset Transfer Validation (AVP)
Bank Of Singapore
04.2019 - 11.2022
Senior Associate - Asset Transfer Validation
Bank Of Singapore
08.2014 - 04.2019
Assistant Manager - Treasury Admin Senior Officer
ABN AMRO Bank N.V
05.2011 - 08.2014
User Acceptance Tester
Abn Amro Bank
05.2010 - 06.2010
Assistant Manager - Payment and Receipt Officer
Abn Amro Bank N.V.
07.2006 - 04.2011
Bachelor of Commerce - Finance And Marketing
Curtin University of Technology
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