Available to hire
I am an experienced banking and operations leader with over 20 years of expertise across consumer banking, technology governance, digital product management, and proposal delivery. My career spans senior roles at Citibank and J.P. Morgan, where I led transformation initiatives, managed complex RFPs, and drove digital payment adoption.
I specialize in:
Process improvement & risk management – strengthening controls and enhancing service delivery.
Proposal & project management – delivering strategic, client-focused solutions across APAC.
Technology & digital products – launching mobile wallet innovations and overseeing large-scale transformation portfolios.
I bring a proven track record of cross-functional leadership, regulatory compliance, and client relationship management, with recognition for excellence in sales conversion and service delivery.
Whether it’s operations, governance, or digital transformation, I thrive on helping organizations streamline processes, strengthen resilience, and deliver results.
Experience Level
Language
English
Fluent
Chinese
Fluent
Work Experience
Delivery Services Manager at Citibank Singapore Limited
December 1, 2025 - June 1, 2026Led cross-functional transformation initiatives across consumer banking operations, improving process efficiency, strengthening risk controls, and enhancing service delivery standards. Managed third-party relationships including contract execution, performance monitoring, issue resolution, and on-site audits. Oversaw third-party risk and security assessments (TPRM, TPISA) to ensure compliance with internal controls and regulatory requirements. Drove process improvements, system enhancements, COB testing, and audits to enhance productivity and control effectiveness.
Career Break
July 1, 2024 - December 1, 2025Planned sabbatical focused on family responsibilities and personal wellbeing, with return to workforce readiness for senior operational and transformation roles.
Asia Pacific Proposal Manager at J.P. Morgan Chase Bank, N.A. Singapore Branch
January 1, 2019 - July 1, 2024Managed end-to-end delivery of complex APAC RFPs, RFIs, and DDQs for multinational clients across transaction banking and payments solutions. Partnered with Sales, Product, Legal, Compliance, and Implementation teams to deliver strategic, compliant, and client-centric proposals within tight timelines. Improved proposal quality and operational efficiency via standardized templates, content governance, and process enhancements. Produced executive-level reporting and pipeline analysis to support regional business strategy and revenue opportunities. Supported internal audits, RCSA, and regulatory control requirements for proposal governance processes.
Digital Product Manager at Citibank Singapore Limited
September 1, 2017 - November 1, 2018Led Citi mobile wallet initiatives in Singapore, driving digital payment adoption and enhancing customer engagement across consumer banking channels. Defined product roadmaps and collaborated with technology, compliance, operations, and marketing teams to launch secure digital payment capabilities. Conducted market and competitor analysis to identify emerging digital banking trends and customer opportunities. Managed full product lifecycle from ideation to post-launch optimization to improve customer experience and operational efficiency. Tracked KPIs including transaction growth, adoption rates, and customer feedback to drive continuous feature enhancements.
Country Technology Manager at Citibank N.A.
May 1, 2015 - September 1, 2017Led Singapore country technology governance initiatives, aligning local technology strategy with global banking and infrastructure roadmaps. Oversaw regulatory engagements, MAS audits, technology risk reviews, and remediation programs across multiple banking platforms. Managed large-scale technology transformation portfolios to ensure delivery compliance, operational resilience, and risk mitigation. Partnered with regional and global stakeholders to strengthen governance frameworks, technology controls, and business continuity capabilities. Represented country technology leadership in governance forums and regulatory discussions.
Release Manager at Citibank N.A.
October 1, 2012 - May 1, 2015Directed end-to-end release management for multiple banking applications, ensuring timely and compliant deployments. Coordinated cross-functional teams (development, QA, operations) to deliver seamless release cycles. Established standardized release governance processes, improving efficiency and reducing deployment errors. Maintained release documentation and audit trails to meet MAS and internal compliance requirements. Acted as the central liaison for release planning, scheduling, and execution across regional technology teams.
Account Services Manager at Citibank N.A.
October 1, 2011 - September 1, 2012Directed account servicing operations for retail and institutional clients, ensuring timely and accurate processing of account openings, maintenance, and servicing requests. Supervised a team of account service officers, providing coaching, performance evaluations, and staffing oversight. Ensured compliance with MAS regulations and Citi’s internal audit requirements, reducing operational risk. Acted as the primary liaison between front-office relationship managers and back-office operations, resolving escalated client issues. Partnered with technology teams to streamline account servicing workflows, improving turnaround times.
Account Manager at Pico Art International Pte Ltd
October 1, 2008 - September 1, 2011Managed client accounts for exhibitions, events, and design projects as primary liaison between clients, internal teams, vendors, and contractors. Led proposal development and GeBIZ tender submissions, coordinating cross-functional stakeholders to deliver competitive and client-focused presentations and RFP responses. Supported project execution across design, construction, and event implementation phases while ensuring timelines, budgets, and client requirements were met. Built long-term client relationships contributing to repeat business. Prepared user documentation and conducted client training for custom software and design-related systems. Coordinated administrative and operational activities across multiple concurrent projects to support smooth delivery.
Account Manager at Helu-Trans (S) Pte Ltd
November 1, 2007 - September 1, 2008Managed key client accounts including museums, galleries, and private collectors, ensuring seamless delivery of fine art logistics services. Coordinated end-to-end logistics for exhibitions and auctions, including transportation, storage, and installation. Strengthened client relationships by providing tailored solutions resulting in a 15% increase in repeat business. Collaborated with operations teams to uphold international standards for art handling and storage. Maintained accurate records of contracts, billing, and client communications to support transparency and efficiency.
Telemarketing Executive at DHL
August 1, 2006 - November 1, 2007Generated and qualified new sales leads, consistently exceeding monthly conversion targets. Managed small trading accounts, providing customer-oriented service and coordinating with sales and marketing teams. Maintained accurate customer records in DHL’s system to ensure data integrity and smooth account transitions. Supported direct marketing programs to open new accounts and strengthen customer relationships.
Sales Executive at Citibank N.A.
October 1, 2004 - July 1, 2006Assisted clients in refinancing auto loans by tailoring repayment schedules to reduce interest rates and monthly payments. Processed loan applications, verified documentation, and collaborated with underwriting teams to assess creditworthiness. Delivered personalized financial solutions and cross-sold insurance and savings products. Ensured compliance with lending regulations and internal credit policies.
Team Leader at Tan Chong & Sons Motor Pte Ltd
September 1, 2000 - June 1, 2003Provided technical guidance and training to interns. Delivered and managed excellent customer service. Ensured new vehicles were in good condition before handing to clients.
Education
BA (Hons) Business Studies at University of Greenwich
January 11, 2030 - August 24, 2026Qualifications
Industry Experience
Financial Services, Professional Services, Transportation & Logistics, Retail, Media & Entertainment
Experience Level
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