Sim Connie
Singapore
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Inspires staff loyalty through strong leadership and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Branch Manager
OCBC Bank
10.2014 - Current
- Recruited, interviewed, hired and trained employees and mentoring to promote positive feedback and engagement
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance
- Boosted branch sales by developing and deepening customer loyalty through incentive programs
- Assessed employee performance and developed improvement plans
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Maintained friendly and professional customer interactions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
Sales Manager
OCBC Bank
08.2012 - 09.2014
- Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries
- Improved sales processes to streamline customer acquisition and onboarding strategies
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Grew market penetration and sales figures by leveraging supplier relationships and personally overseeing negotiations resulting in revenue increase
- Accomplished sales goals and boosted revenue through product knowledge and customer relationship management
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Branch Relationship Manager
OCBC Bank
07.2010 - 07.2012
- Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy
- Managed internal operational standards and productivity targets for both sales and service
- Set enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
Personal Financial Consultant
OCBC Bank
05.2008 - 06.2010
- Helped clients plan for and fund retirements using mutual funds and other options
- Enhanced client financial stability by developing tailored investment strategies and retirement plans.
- Built strong relationships with clients through regular communication, trust, and understanding of their financial goals.
- Increased client satisfaction by providing exceptional customer service and promptly addressing questions or concerns.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs
- Cultivated and strengthened relationships with new and existing clients
- Investigated and resolved customer complaints to foster satisfaction
- Adhered to established policies, procedures and compliance for satisfactory audit rating
- Communicated value and position to sales team and developed tools to support selling process
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from Bancassurance and investment, protecting company reputation and loyal client base.
Customer Service Manager
OCBC Bank
11.2006 - 01.2008
- Kept branch counter and e-lobby areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Optimized customer support by establishing collaborative service environment.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Senior Officer
OCBC Bank
04.2005 - 10.2006
- Streamlined processing procedures for various financial and employee documents to improve traceability
- Interacted with customers professionally by phone, email, or in-person to provide information and directed to desired staff members
- Increased customer service success rates by quickly resolving issues
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
Bank Officer
OCBC Bank
11.2001 - 03.2005
- Provided direction and leadership to all employees to maximize productivity and bottom-line profitability
- Supervised branch operations and made continuous improvements in each area
- Encouraged employee development and promoted management staff from within.
Education
CMFAS paper M5, M8, M8A, M9, M9A & HI -
High School Diploma -
Lifelong Learning Centre - Singapore
07.2019
High School Diploma -
SHRI - SINGAPORE
08.2007
Skills
- Branch management in Sales and Service arena
- People Management
- Emotional Intelligence
- Branch Profit & Loss
- Risk Mitigation
- Employee Development
- Interviewing and Hiring
- Branch Operations Management
- Customer Service
- Coaching and Mentoring
- Performance Reviews
- Sales Planning
- Product Training
- Staff Supervision
- Work Prioritization
- Relationship Building and Management
- Client Relationship Management
- Goals and Performance
Accomplishments
- Million Dollar Round Table Qualifier.
- Improved employee satisfaction and reduced turnover.
- Exceeded full-year quotas.
- Best Improved Branch Customer Service.
- Consistently maintained 100% or better of established production goals.
- Grooming and nurturing both Sales and service members in the team in charge.
Languages
Chinese (Mandarin)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Chinese (Cantonese)
Intermediate (B1)
Malay
Intermediate (B1)
Timeline
Branch Manager
OCBC Bank
10.2014 - Current
Sales Manager
OCBC Bank
08.2012 - 09.2014
Branch Relationship Manager
OCBC Bank
07.2010 - 07.2012
Personal Financial Consultant
OCBC Bank
05.2008 - 06.2010
Customer Service Manager
OCBC Bank
11.2006 - 01.2008
Senior Officer
OCBC Bank
04.2005 - 10.2006
Bank Officer
OCBC Bank
11.2001 - 03.2005
CMFAS paper M5, M8, M8A, M9, M9A & HI -
High School Diploma -
Lifelong Learning Centre - Singapore
High School Diploma -
SHRI - SINGAPORE
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