Zanaria Binte Zainal
Singapore
Summary
Experienced with project management, team leadership, and strategic planning. Utilizes effective communication and problem-solving skills to drive team success. Knowledge of fostering collaboration and implementing process improvements to achieve organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
KYC Operations Senior Team Lead
Wise Asia Pacific PTE LTD
06.2024 - Current
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Developed and implemented training programs for staff, improving team performance and engagement.
- Streamlined processes to reduce turnaround time, resulting in significant workflow improvements.
- Facilitated regular team meetings to align goals and ensure clarity on project objectives.
- Mentored junior team members, fostering skill development and career growth within the organization.
- Analyzed project metrics to identify trends, driving data-informed decision-making strategies.
- Collaborated with stakeholders to define project scope and set achievable milestones effectively.
- Spearheaded initiatives that enhanced communication between departments, improving overall collaboration efforts.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.
- Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
- Promoted a collaborative work environment by initiating team-building activities and fostering open communication channels.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
KYC Team Lead
Wise Asia Pacific Singapore PTE LTD
06.2018 - 06.2021
- Help support and develop the ROA SEA verification team using coaching, mentoring and training methods, 1:1’s, team meetings and goal settings
- Help set the team’s SLAs and KPIs up for success by deep diving into issues that are controllable on our end to fix and also take a look incoming volumes for the hour/day, setting correct shifts for agents to maintain capacity and demand
- Monitoring agent’s KPIs weekly and ensuring it is maintained
- Coordinating training and development for new joiners, or refresher course for existing agents (to meet regulatory obligations and keeping check that we are continuously in line and abiding)
- Work cross functionally to ensure customer satisfaction is met, through tribe meetings and compliance meetings
- Help and assist with hiring for the KYC team within the region or cross regions, submitting scorecards to aid making decisions to hire
Customer Support Team Lead
TransferWise Singapore PTE LTD
06.2018 - 06.2021
- Maintaining Customer Service Standards:
- Liaising with different departments to ensure that customer’s objectives and NPS scores/comments/feedback are acknowledged and met
- Ensuring a high level of customer focus with due care and attention to customer priority issues and appropriate level of customer communication is given
- Assigning and monitoring customer support tickets and implementing action plans and escalation procedures to address problematic situation and areas
- Developing and maintaining customer cSAT measurement into metrics
- Defining and implementing the procedures and policies to ensure high quality service is delivered and adherence to KPIs
- Bringing focus to the team to reach KPIs by setting weekly goal setting (WIGs)
- Quality Assurance for team and reporting results
- Collaborating with CS outsourcing to work efficiently with Sykes
- Forecasting and scheduling monthly, monitoring and maintaining planned and unplanned absences
- Daily leading (a point of contact) operational work or crisis management where needed
Customer Support Agent
TransferWise Singapore PTE LTD
12.2017 - 06.2018
- Assist customers have the best experience possible with our product working across emails, phones and chats
- Being attention, empathetic towards customers and getting them the solutions they need to complete their transfers
- Be liaison between cross teams to raise issues and fix tech problems
- Trained newbies joining the team and assisting with mentoring and side by side where needed
Personal Assistant
Pan Pacific Serviced Suites Orchard, Singapore
04.2014 - 12.2017
- Attended to Customers enquiries, feedback and complaints in the most efficient and service oriented manner
- Coordinate monthly in house events / Set meeting rooms where necessary
- Taking note of resident(s) preferences and taking care of flight arrangements
- Maintain good knowledge of current local events and places of interests
- Manage pre arrival, departure and check ins, booking of transportations and travel arrangements
- Ensuring confidentiality of residents information
- Perform ad hoc duties and administrative work
Cabin Crew
Valuair PTE LTD (Jetstar International Airways)
06.2012 - 03.2014
- Attending pre flight briefings
- Carrying out pre flight duties, including safety equipment checks, security checks and tidiness of aircraft
- All security information are visible to passengers
- Welcome passengers onboard
- Informing passengers of safety procedures and ensuring aircraft is safe and non hazardous before take off
- Making announcements on behalf of pilot
- Serving meals and refreshments
- Attend yearly refresher trainings and reassessment for aircraft familiarity, emergency situations and First Aid
Education
Diploma - Tourism Hospitality
University of Nevada
01.2012
Skills
- AI tools (Credal, Gemini)
- Coaching and mentoring
- People management
- Production coordination
- Stakeholder management
- Problem-solving
- Attention to detail
- Verbal and written communication
- Relationship building
Certification
ICA Certification in KYC/CDD Completed in Sept 21
Timeline
KYC Operations Senior Team Lead
Wise Asia Pacific PTE LTD
06.2024 - Current
KYC Team Lead
Wise Asia Pacific Singapore PTE LTD
06.2018 - 06.2021
Customer Support Team Lead
TransferWise Singapore PTE LTD
06.2018 - 06.2021
Customer Support Agent
TransferWise Singapore PTE LTD
12.2017 - 06.2018
Personal Assistant
Pan Pacific Serviced Suites Orchard, Singapore
04.2014 - 12.2017
Cabin Crew
Valuair PTE LTD (Jetstar International Airways)
06.2012 - 03.2014
Diploma - Tourism Hospitality
University of Nevada