Mohamad Redduan Man

• Led the design and implementation of a comprehensive data analytics platform to support operational decision-making and drive business growth. • Leveraged data analytics to enhance customer engagement and retention strategies, optimizing revenue generation and profitability. • Automated data collection, analysis, and reporting processes to improve efficiency and accuracy in operational decision-making. • Conducted assessments of operational processes, identifying areas for improvement based on data-driven insights. • Collaborated with cross-functional teams to implement process improvements, streamline workflows, and enhance operational performance. • Led the data management & governance initiative, ensuring data integrity, accuracy, and compliance with regulatory requirements.

• Oversaw the design and delivery of reports and insights for various business functions within AKPK. • Developed and managed business intelligence solutions to support decision-making processes. • Collected and analyzed primary data to identify trends, patterns, and insights. • Recommended implementation strategies based on data-driven findings to improve business operations and customer experiences. • Managed projects with internal and external stakeholders, including coordinating procurement and documentation. • Collaborated with cross-functional teams to ensure effective data governance and compliance. • Collaborated with senior management to develop data-driven strategies and initiatives.

• Support global/regional lead team and responsible for investigate & research the AML processes and tools, identifying efficiency, effectiveness and opportunities • Investigated and researched AML processes and tools, identifying opportunities for efficiency. • Synthesized information into actionable metrics and provided visualization for decision-makers. • Supported initiatives for scenario effectiveness advancement and operational efficiency. • Minimized audit breaches and managed risk exposure in coordination with the Risk Management team. • Produced compelling visuals and dashboards to convey insights from data.

• Leveraged data analytics tools and techniques to extract actionable insights and generate meaningful reports for decision-making. • Manipulated, cleansed, and processed data using advanced programming languages and software. • Developed and implemented data models and algorithms to uncover patterns, trends, and relationships in large datasets. • Produced visually appealing and informative data visualizations to facilitate understanding and communication of insights. • Worked closely with stakeholders to understand their analytical needs and deliver customized solutions to meet their requirements. • Collaborated with higher management to provide valuable business insights and support strategic decision-making processes.

• Coordinated and implemented performance improvement initiatives and processes to enhance operational efficiency and customer satisfaction. • Established standards for Service Level Agreements (SLAs) and monitored their impact on the overall customer experience. • Executed action plans to drive performance improvements, developed tools to track performance and SLAs, and provided data analysis. • Identified service gaps and bottlenecks through data analysis, conducting root cause analysis to pinpoint underlying issues. • Verified findings and implemented process improvement measures to optimize workflows and eliminate inefficiencies. • Collaborated with cross-functional teams to implement process changes, ensuring alignment with organizational goals and objectives. • Conducted regular performance reviews and assessments, identifying areas for improvement and recommending corrective actions. • Developed and delivered performance reports and presentations to senior management, highlighting key insights and recommending strategies for improvement. • Utilized Lean Six Sigma methodologies to identify process bottlenecks, reduce waste, and streamline operations.

• Led and drove customer satisfaction by establishing and maintaining best-in-class standards. • Supervised a team of more than 10 Customer Service Executives (CSEs), providing guidance and motivation. • Conducted monthly coaching sessions to improve performance and exceed KPI targets. • Resolved escalated customer cases and collaborated with other units for efficient issue resolution. • Trained and mentored new customer service intake, enhancing their skills and knowledge.

• Attended inbound calls via the customer service hotline, providing excellent customer service. • Liaised with other departments/units to resolve subscribers' requests, inquiries, and complaints. • Ensured timely fulfillment of customer requests and performed up-selling and cross-selling activities. • Regularly followed up with other departments to obtain resolutions and provide timely feedback to customers. • Handled customers in a courteous and professional manner, building a positive company image.

Deputy of President College of DPP PETRONAS, UUM. President of Debate College of DPP PETRONAS, UUM.