SITI MASTURAH ALI
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organised and dependable Team Leader with more than 20 years' experience in the Banking Industry, in many areas such as Operations and Sales Support, Customer Service, Mortgage / Housing Loan Retention, Review of Mortgage / Housing Loan Processes, Account Opening, KYC and screening of customers at onboarding stage, Periodic Review of existing customers, Controls, Banking Operations, Staff Training, Business Continuity Plan Manual Preparation and General Administration for the department. Organized, result-oriented and skilled in problem resolution and process review with successful end-to-end migration of Mortgage/ Housing Loan Processes to a Third Party Vendor. Provided home loan solutions advisory, excellent customer experience and successfully retained existing home loan customers whilst generating revenue. With a hands-on approach and good negotiation skills, collaborates well with multi-cultural business partners and stakeholders.
Overview
32
32
years of professional experience
Work History
Senior Team Lead, Operations Support
PropertyGuru Pte Ltd
11.2019 - Current
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- lead the Sales Operations team in fulfilling all the end-to-end administrative functions within the FinTech Mortgage Team in a timely and efficient manner
- Provide excellent customer service to the company's internal and external stakeholders.
- Together with a team of Mortgage Specialists, collaborate closely with Business Partners to effectively process and track PropertyGuru Finance clients loan applications.
- Provide one-stop-shop support to Sales and Sales Management by assisting them with sales administration questions and other related matters.
- Partner closely with the relevant teams to execute strategies and tactical campaigns, and all other such activities related to Fintech and Mortgage Advisory
- Conduct training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supervise team members to confirm compliance with set procedures and quality requirements.
- Assist in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitor team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Work with team to identify areas of improvement and devised solutions based on findings.
- Manage leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Provide reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Devise and successfully implement processes and procedures to streamline operations.
- Conduct regular reviews of operations and identified areas for improvement.
- Evaluate staff performance and provided coaching to address inefficiencies.
EBS & BDM Service Manager
HSBC BANK (SINGAPORE) LIMITED
10.2018 - Current
- Responsible for the day-to-day operation of new loans acquisition for Residential Loans in Singapore
- Provides overall operational, administrative and sales support in mortgage loan applications and account opening, ensuring it complies strictly with internal guidelines and controls standards
- Rectify / improve processes and internal documentation etc during audit, working with the relevant internal stakeholders to ensure uniformity in understanding and execution
- Prepares MIS Reporting for Management.
Analyst, Lending Operations
WESTPAC BANKING CORPORATION SINGAPORE
02.2018 - 09.2018
- Responsible for providing day to day operational support to the Bank's Mortgage Loans Department for Premier and Private Wealth (PPW) / Private Bank Customers in Singapore and Hong Kong (Property in Australia and New Zealand)
- Main responsibilities include loan servicing duties like drawdown, rollovers, arrears, repayments, partial repayments and discharge of loans and mortgage collaterals
- Also, preparation of various reports on a daily, weekly, quarterly and monthly basis.
Manager, Service & Process Quality
ANZ SINGAPORE
05.2017 - 09.2017
- Seconded to Business Assurance (Retail and Wealth Singapore) to manage complaints and investigation for Unsecured Products.
Team Head, Mortgage Client Services
ANZ SINGAPORE
01.2010 - 01.2017
- Responsible for the smooth operation of new loans acquisition for Residential Loans in Singapore and Australia
- Guide team members in problem resolution
- Manage Team Error / Rework Rates, Post Disbursement Servicing Enquiries, end-to-end handling of Mortgage Retention and pitching of home loan interest rate packages
- Performs KYC and screening of customers at onboarding of customers stage and assists Sales Team with periodic review where required
- Proficient with usage of systems like Worldcheck, Questnet, Credit Bureau System and Microsoft Office Tools
- Prepares MIS Reporting for Management
- Collaborates closely with various internal stakeholders in the end-to-end successful migration of Mortgage Loan Processes to a Third Party Vendor
- Provides / supervises team in overall operational, administrative and sales support in mortgage loan applications and account opening, ensuring it complies strictly with internal guidelines and controls standards
- Rectify / improve processes and internal documentation etc during audit, working with the relevant internal stakeholders to ensure uniformity in understanding and execution
- Works closely with Department Head and maintains Business Continuity Plan Manual for the department.
AVP, Sales Support and Administration Mortgage Sales
HSBC SINGAPORE
01.2004 - 01.2010
- Responsible for the day-to-day operation of new loans acquisition for Residential Loans in Singapore
- Supervised a team of 6 and guided members in problem resolution
- Managed Team Error / Rework Rates within the 10% target
- Collaborated with various internal stakeholders in running the operational aspect of the business
- Provides / supervises team in overall operational, administrative and sales support in mortgage loan applications and account opening, ensuring it complies strictly with internal guidelines and controls standards
- Rectify / improve processes and internal documentation etc during audit, working with the relevant internal stakeholders to ensure uniformity in understanding and execution
- Prepares MIS Reporting for Management.
Sales Support Officer and Administrator
DBS SINGAPORE
01.2002 - 01.2004
- Responsible for preparation of MIS Reports, Budget Reports and non-sales related activities like Controls, Audit and Compliance matters for the Business Unit
- Planned the training needs for the Sales Team
- Liaised with internal stakeholders on maintenance of office premises and provided administrative support in logistics, technical and IT-related matters.
District Administrator
DBS SINGAPORE
01.2000 - 01.2002
- Responsible for preparation of MIS Reports for the Business Unit
- Liaised with internal stakeholders on training needs of Sales Team, Product-related matters and provided sales support and logistics support at roadshows.
Customer Service Officer
DBS SINGAPORE
01.1992 - 01.2000
- Provided end-to-end credit administration of housing loans and personal loans in the Credit Control Section
- Provided support in counter and backroom operations.
Education
WSQ Diploma in Service Leadership -
MDIS
01.2016
GCE 'A' Level Certificate -
St Francis Girls School
01.1990
GCE 'O' Level Certificate -
Bedok South Secondary School
01.1987
Skills
- Accuracy and Efficiency in Documentation
- Oversee Administrative Functions
- Team Communication and Collaboration
- Team Leadership
- Problem Identification
- Operational Procedures
- Compliance Requirements
Accomplishments
- Maintained Error / Rework Rate at an average of 10% in FY15 and FY16
- Generated revenue of S$100,000 in Mortgage Retention in FY15 and FY16
- Successful migration of end-to-end Mortgage Loan processing which resulted in improved turnaround time from application processing to generation of letter of offer within 6 hours
- Trained 16 Mortgage Sales Specialists and 4 Personal Bankers after the migration of Mortgage Loan processing
- One of Twelve Staff selected in Retail and Wealth Singapore to embark and successfully attained a fully Bank-funded Diploma Program awarded by MDIS
- Star Awardee for Excellent Service Award (EXSA) 2016
- Gold Awardee for Excellent Service Award (EXSA) 2015
- Outstanding Service Award for Q2 FY 2015
- Project Implementation Award for Q1 FY 2015 for Post Acceptance Rework Initiative (Team Effort)
- Silver Awardee for Excellent Service Award (EXSA) 2014
- Outstanding Sales Support Award Q1 2014
- 1H2013 ANZ Singapore CEO Staff Recognition Award
- Nominee for 4L4B Award Q2 2012
Languages
English
Bilingual or Proficient (C2)
Malay
Upper intermediate (B2)
Chinese (Mandarin)
Elementary (A2)
Timeline
Senior Team Lead, Operations Support
PropertyGuru Pte Ltd
11.2019 - Current
EBS & BDM Service Manager
HSBC BANK (SINGAPORE) LIMITED
10.2018 - Current
Analyst, Lending Operations
WESTPAC BANKING CORPORATION SINGAPORE
02.2018 - 09.2018
Manager, Service & Process Quality
ANZ SINGAPORE
05.2017 - 09.2017
Team Head, Mortgage Client Services
ANZ SINGAPORE
01.2010 - 01.2017
AVP, Sales Support and Administration Mortgage Sales
HSBC SINGAPORE
01.2004 - 01.2010
Sales Support Officer and Administrator
DBS SINGAPORE
01.2002 - 01.2004
District Administrator
DBS SINGAPORE
01.2000 - 01.2002
Customer Service Officer
DBS SINGAPORE
01.1992 - 01.2000
WSQ Diploma in Service Leadership -
MDIS
GCE 'A' Level Certificate -
St Francis Girls School
GCE 'O' Level Certificate -
Bedok South Secondary School
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