Soo Fei Lai

• Client Onboarding : Manage end-to-end onboarding for new clients, ensuring comprehensive compliance checks in accordance with regulatory standards (KYC, AML, CDD/EDD).
• Document Verification : Review, validate, and maintain accurate records of all required documents such as identification, proof of address, and perform name screening to ensure full compliance with regulatory obligations and internal policies.
• Transaction Monitoring & STR Filing : Monitor and analyze client transactions to detect potential suspicious activities or anomalies. Escalate red flags promptly to Head of Compliance & Senior Management and prepare Suspicious Transaction Reports (STRs) in line with regulatory guidelines.
• Ongoing Due Diligence : Conduct periodic compliance reviews for both retail and corporate client accounts to ensure continued adherence to risk and compliance standards.
• Policy Development & Risk Mitigation : Continuously implement and enhance onboarding-related compliance frameworks. Identify and assess compliance risks and propose solutions to mitigate regulatory exposure.
• Cross-Functional Collaboration : Work closely with Tech team to enhance the systems and ensure automation aligns with compliance controls and audit requirements.
• Audit Readiness : Maintained clear records of all compliance activities for audit purposes. Assist in preparing and responding to internal and external audits, maintaining high standards of documentation and regulatory alignment.

• Merchant Due Diligence & Periodic Reviews: Performed comprehensive periodic reviews of existing merchants, assessing risk profiles and transaction behaviours to ensure continued alignment with regulatory standards.
• Transaction Monitoring & STR Filing: Analyzed and assessed high-volume merchant transactions to identify unusual activity and financial crime indicators. Escalated suspicious behaviour and prepared Suspicious Transaction Reports (STRs) in accordance with MAS and internal reporting protocols.
• Audit Preparation & Documentation Oversight: Supported internal and external audit processes by ensuring transaction records and documentation meet compliance and regulatory requirements. Collaborated with various departments to address audit queries effectively and timely.
• Policy & Framework Development: Worked closely with the Compliance Manager to review, develop, and enhance internal compliance frameworks, SOPs, and policies, ensuring they reflect the latest legal and regulatory updates.
• Regulatory Advisory Support: Assisted Compliance Manager to advise business units on existing and upcoming regulatory requirements including but not limited to: (i) financial crimes and payment compliance, including sanctions, anti-bribery, anti-money laundering, combating the financing of terrorism etc., (ii) regulatory licensing, (iii) outsourcing, both internal as well as third party and (iv) data privacy.
• Worked with different departments to promote organization-wide understanding of compliance protocols, fostering an environment of shared responsibility.

Interim Risk Officer

• Risk Assessment & Onboarding: Conducted in-depth onboarding and credit risk evaluations for merchant applications. Identified and assessed key risk drivers, creating robust client risk profiles to support sound underwriting decisions.
• KYC, CDD & EDD Execution: Performed KYC, CDD, and EDD if required on new merchants prior to onboarding. Ensured all required documentation is accurate, complete, and compliant with internal policies and regulatory standards.
• Fraud Detection & Transaction Surveillance: Led investigations into suspected fraudulent activity including card testing, account takeovers, credit BIN attacks, and transactional anomalies.

Leadership & Promotion
Promoted to Operations Manager in August 2021 in recognition of performance and leadership potential. Appointed to lead the full operational setup of a new corporate card product, overseeing its development from concept to launch.

• Process Design & Optimization: Initiated and implemented new operational workflows while enhancing existing ones, resulting in improved team productivity, reduced processing times, and streamlined documentation standards. Maintained clear SOPs and process maps to ensure operational consistency.
• Client Management: Oversaw end-to-end management of SME client accounts, including onboarding, account opening and closure, payment reconciliation, billing cycle management, credit adjustments, and dispute resolution.
• Compliance & Documentation: Verified and ensured the accuracy and completeness of all KYC documentation before account activation, adhering strictly to compliance and internal control requirements.
• Data & System Coordination: Maintained and updated client data systems to provide accurate visibility to internal stakeholders on credit usage and limits.
• Credit & Risk Liaison: Worked closely with the Credit and Collection teams to monitor risk indicators, manage delinquent accounts, and support restructuring efforts to mitigate financial loss.
• Cross-Functional Collaboration: Worked closely with Sales and Customer Service to address and resolve client queries as well as Tech Team to troubleshoot system issues and drive automation initiatives that enhanced operational efficiency.
• People Management & Training: Led recruitment and performance review processes for Operations Executives. Provided onboarding training and shared product knowledge with new hires across both local and offshore teams to ensure operational readiness and alignment.

Operations Executive

• Managed a portfolio of SME clients for multiple financing solutions including Invoice Factoring, Credit Lines, and Payable Financing. Executed end-to-end operational workflows from funding requests to payment reconciliation and collections.
• KYC & Compliance: Conducted comprehensive KYC due diligence for new client onboarding, verifying the accuracy and completeness of documentation in accordance with internal policies and external regulatory requirements.
• Cash Flow & Disbursement Oversight: Ensured disbursements and collections were processed within the established 48-hour SLA, maintaining high client satisfaction and contributing to strong operational KPIs.
• Issue Resolution & Stakeholder Support : Worked closely with the Sales Team to resolve client inquiries. Investigated discrepancies and ensured smooth coordination across legal, tech, and credit teams to address both client and internal issues.
• Collections & Risk Monitoring: Worked closely with Credit and Collection teams to monitor payment behaviours, address red flags, and manage delinquency & restructuring workflows.
• Process Documentation & Training: Assisted in training new staff and documenting operational procedures. Worked closely with the Legal Team on reviews of newly drafted client contracts and agreements.

• Retail & Corporate Banking Operations: Performed a wide range of banking transactions in accordance with internal controls and regulatory standards. Assisted both retail and corporate clients in account opening, closure, and daily transactions, including deposits, withdrawals, cashier's orders, and cheque processing.
• KYC & Customer Due Diligence: Performed name screening, KYC, CDD, and EDD procedures prior to customer onboarding. Ensured completeness and accuracy of all documentation to support regulatory compliance and audit readiness.
• AML/CFT Controls & STR Reporting: Conducted thorough transaction monitoring and customer risk reviews, escalating red flags and unusual behaviour in a timely manner. Prepared and submitted Suspicious Transaction Reports (STRs) in line with AML/CFT regulatory frameworks.
• Cash Management & Reconciliation: Performed Chief Cashier responsibilities, overseeing daily teller balancing and branch vault reconciliation. Ensured accurate ATM cash management and maintained detailed daily cash reports for compliance and operational audit purposes.
• Internal Audit & Compliance Support: Supported internal audits by ensuring all transactional records and documentation were compliant with MAS regulations and bank policies. Proactively identified gaps and participated in remedial action planning.
• Client Engagement & Relationship Building: Delivered high quality customer service, resolving client inquiries and complaints efficiently and empathetically. Cross-sold relevant bank products based on client needs and referred potential business opportunities to Relationship Managers.
• Training & Mentoring: Provided onboarding support and practical training to newly hired tellers, sharing frontline operational insights and service best practices.
• Achievements:
  Awarded Top Customer Service Staff — March & August 2018
  Promoted to Chief Branch Cashier — March 2019, in recognition of operational excellence and leadership