Muhammad Syaffiq
Summary
I have accumulated substantial abilities and competences in the fields of law enforcement, investigation, quality management, and training and development. I am a current Senior Manager with Certis, a former Ministry of Home Affairs officer with CNB, and a previous Manager with Grab and Getgo. A flexible senior manager with expertise in training and quality management who is adept at organising, carrying out, and supervising major enhancements that promote productivity and business expansion. A vast history of fostering an information-sharing culture that is open, pursuing fresh career opportunities with an expanding business.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Manager, Quality Management & Training
Certis Cisco Aviation
10.2023 - Current
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Mentored junior staff members for skill development and career progression within the organization.
- Provided strong leadership to enhance team productivity and morale.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Manager, Trust, Safety & Quality
Getgo
09.2022 - 10.2023
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Cross collaboration to formulate safety and quality frameworks.
- Handled accident claims & billing.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Conducted competitive analysis to identify market trends on quality control
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Successfully managed to drive a reduction of fraudulent accident claims and billings by 40
- Eliminated over 20k fraudulent users for Singapore market
Manager, Trust & Safety
Grab
04.2016 - 08.2022
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed frameworks on a regional level.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Successfully reduced the number of fraudulent activities across Grab by 38%.
Education
Diploma - Architecture
Singapore Polytechnic
Singapore, Null, Singapore03.2010
Skills
- Partnership Development
- Cross-Functional Communication
- Operations Planning
- Cross-Functional Collaboration
- Data-Driven Decision-Making
- Performance Management
- Process Improvement
- Operations Management
- Team Leadership
- Training and Development
- Policy Implementation
- Data Analysis and Reporting
Soft Skills - Description
- Presentation
- Public speaking
- Teamwork
- Leadership
- People management
- Microsoft skills
- Power BI
- Power Apps
- Holistics
- Tableau
Hard Skills - Description
- Conceptualization of Data studies
- Investigations
- Conflict resolution
- Operations Management
- Standard operating procedures
Personal Information
Date of Birth: 19 Sept 1990
Status: Married
Children: 1 son
Awards
- CNB service excellence award.
- Lead investigator, Shangri-La shooting case (CNB)
- Grab's Leadership committee recognition award: Managing the 'partner status related' operations process during GRAB and UBER merger.
Certification
- BizSafe level 2 (Safety)
- In house Certified Manager Certification
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Advanced (C1)
Timeline
Senior Manager, Quality Management & Training
Certis Cisco Aviation
10.2023 - Current
Manager, Trust, Safety & Quality
Getgo
09.2022 - 10.2023
Manager, Trust & Safety
Grab
04.2016 - 08.2022
Diploma - Architecture
Singapore Polytechnic
Similar Profiles
Nurtazirin AhmadNurtazirin Ahmad
Aviation Screening Officer II at Certis Cisco Aviation Security Pte LtdAviation Screening Officer II at Certis Cisco Aviation Security Pte Ltd
Azizul Hakeem Abdul AzizAzizul Hakeem Abdul Aziz
Operational Planner at Certis Cisco AviationOperational Planner at Certis Cisco Aviation
G ShaaranG Shaaran
Aviation Security Officer at Certis CiscoAviation Security Officer at Certis Cisco