Summary
Overview
Work History
Education
Skills
Accomplishments
MISCELLANEOUS INFORMATION
Handle events for local tabletop gaming communities
Timeline
Generic

JOEL KOH

Manager
Singapore

Summary

UWA Psychology and Management graduate with 4 years of CRM Administrator experience at United Overseas Bank in Singapore & 3 years of Business Management & Client Servicing at United Overseas Bank Asset Management. Strong leadership experience from smoothly managing team of 5 for in-house UAT upgrade release at UOB; strong project management and analytical skills with inclination to identify problems and develop solutions. Managing customer queries & processes at UOB Asset Management and following up on their requests. Capable of quickly picking up internal business processes & aligning them with customer expectations. Exceptional interpersonal skills with proven track record of partnering with stakeholders across different organisational levels in Singapore, China, Hong Kong, Taiwan, Australia and USA.

Experienced with strategic planning, resource allocation, and team leadership. Utilizes effective communication and organizational skills to drive project success and operational efficiency. Track record of streamlining processes and fostering collaborative environments for achieving business objectives.

Overview

7
7
years of professional experience
1
1
Language

Work History

Business Service Management Officer

United Overseas Bank Asset Management, Singapore
08.2022 - Current
  • Perform customer onboarding, client servicing and managing the company's walk-in customers. Handle up to 20 new customer cases that require special handling a week.
  • Work closely with internal stakeholders to manage client expectations & improve on their experience with the firm. These include Relationship Managers, Operations staff & colleagues within the analyst teams.
  • Understanding internal compliance processes and what to look out for when managing clients with more complicated cases such as overseas clients or clients that are marked as high risk individuals and tightened these processes.
  • Manage complaint cases and conducting investigations onto why they were triggered. Plan for resolution with customer whilst aligning with firm policies & processes.
  • Liaise with external vendors to manage internal company systems and projects and serve as an effective liaison between all parties.
  • Identifying processes within the company relating to client issues or internal requirements and improved on ways to better handle these processes. Highlighting where there are deficiencies and implementing new processes to improve.
  • Handle queries and onboarding for the UOBAM Invest system. Manage clients on the app and identify opportunities for the sales team to act on.

CRM ADMINISTRATOR

United Overseas Bank, Singapore
05.2018 - 08.2022
  • Perform accurate and timely client data management for more than 1000 end-users across various business units in Singapore, China, Hong Kong, Taiwan, US and Australia.
  • Develop tracking systems, tasks, and processes to ensure effective utilisation of CRM system (MS Dynamics), and accurate tracking of user transactions in close collaboration with business stakeholders.
  • Conduct training sessions, both online & offline, for system updates and enhancements across different departments.
  • Monitor end-user system usage, perform daily administrative and support tasks, and escalate it to IT department when required while ensuring data integrity and security.
  • Contribute subject matter expertise in support of projects from other departments e.g., trade financing project, employee skills project, and operating model mapping for another system.
  • Significant Achievements include developing a new Leads tracking system for business units. Planning and conducting training for new users & new releases twice a year. Leading team of 5 in new UAT testing.

Education

Bachelor of Science - Psychology, 2nd Major in Management

University of Western Australia
Australia
01.2018

Skills

  • Project Management

  • Client Management

  • Process Improvement

  • Data Analysis

  • Business Management

  • Client Onboarding

  • Training

  • Account Management

  • Vendor Management

Accomplishments

  • Single-handedly developed lead generation tracking system for sales department; bringing efficiency and structure to business processes, and subsequently generating more revenue.
  • Led team of 5 staff for in-house UAT upgrade release. Designed and conducted training in coordination with multiple departments, resulting in time and money savings for UOB.
  • Proven ability to contribute to teams with minimal training; commended by superiors for contributions to firms.

MISCELLANEOUS INFORMATION

  • Nationality: Singaporean
  • Technical Skills: MS Office Suite, MS Dynamics
  • Availability: 1 month notice

Handle events for local tabletop gaming communities

In my free time, I occasionally do community building & event organising for local tabletop gaming events.

Timeline

Business Service Management Officer

United Overseas Bank Asset Management, Singapore
08.2022 - Current

CRM ADMINISTRATOR

United Overseas Bank, Singapore
05.2018 - 08.2022

Bachelor of Science - Psychology, 2nd Major in Management

University of Western Australia

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