Open to opportunities

sufina User

@sufinauser

Seasoned compliance and operations manager who strengthens banking customer service through KYC/AML and process improvement.

Turkey

Message

What I'm looking for

I’m looking for a customer service-focused role where I can combine operational oversight and compliance expertise. I want to lead teams, resolve issues fast, and improve processes while maintaining strong KYC/AML and regulatory standards.

I’m a seasoned compliance and operations leader with 27+ years of experience across banking and customer service. I manage branch operations end-to-end while ensuring regulatory standards are met and customer experience stays consistently high.

At Affin Bank Berhad, I coordinated and supervised branch operations, including transaction processing, account management, and administrative support. I also oversaw accurate customer profile management under KYC and AML, conducted compliance monitoring through regular reviews and audits, and handled daily cash balancing and reconciliation to minimize discrepancies.

I’ve spent years leading teams and driving growth through business development and relationship management, coaching and mentoring banking professionals to reach performance targets. I’m now eager to contribute to a customer service role, leveraging my issue resolution, operational oversight, and process improvement experience to deliver exceptional service with efficiency and compliance.

Experience

Work history, roles, and key accomplishments

Compliance and Operation Manager

Affin Bank Berhad

Jan 2020 - Jan 2022 (2 years)

Coordinated and supervised branch operations to ensure operational efficiency, productivity, and cost-effectiveness. Ensured KYC/AML compliance, conducted compliance monitoring through reviews and audits, and managed daily cash balancing and reconciliation while leading customer service support.

Compliance Customer Relationship Management KYC (Know Your Customer)AML Issue Resolution Audit Customer service management Account Management Transaction Processing Risk Mitigation

Branch Manager

Affin Bank Berhad

Jan 2001 - Jan 2020 (19 years)

Managed daily branch operations and ensured branch performance through cross-functional oversight of cash management, customer service, loans, and account management. Drove business development by executing strategic plans to expand the customer base and increase revenue while maintaining compliance.

Branch Operations Management Business Development Compliance Risk Management Customer Relationship Management Customer service management Cash Management Loans Account Management Strategic Planning

Assistant Branch Manager

Affin Bank Berhad

Jan 2001 - Jan 2020 (19 years)

Supported daily branch operations to ensure smooth and efficient service delivery across multiple banking functions, including customer service, cash management, loans, and account management. Assisted with team leadership, coaching, and regulatory adherence through audits and corrective actions.

Team Leadership Branch Operations Management Risk Management Customer Relationship Management Customer service management Cash Management Loans Account Management Audit

Head of Operations

Affin Bank Berhad

Jan 2001 - Jan 2020 (19 years)

Directed and oversaw daily branch operations across functions including cash management, customer service, loans, and account management. Led and mentored branch teams and ensured adherence to regulatory requirements and internal risk protocols.

Branch Operations Management Risk Management Customer Relationship Management Cash Management Customer service management Loans Account Management

Customer Service Officer

BSN Commercial Bank

Jan 1997 - Jan 2001 (4 years)

Provided high-quality customer service by addressing inquiries, resolving complaints, and processing transactions while offering personalized financial advice to support a positive customer experience. Helped maintain operational integrity through policy and regulatory adherence.

Customer Relationship Management Customer Support Issue Resolution Conflict Management Customer service management Transaction Processing

Customer Service Representative

BSN Commercial Bank

Jan 1997 - Jan 2001 (4 years)

Handled customer inquiries and complaints and processed transactions to deliver a consistent customer experience. Supported day-to-day branch operations by ensuring adherence to bank policies and regulatory requirements.

Customer Relationship Management Customer Support Customer service management Issue Resolution Transaction Processing

Head of Department

BSN Commercial Bank

Jan 1997 - Jan 2001 (4 years)

Supervised and managed the customer service department, including recruitment, training, and performance evaluation of staff, and implemented departmental policies to streamline operations. Conducted regular audits and monitored branch operations for compliance with policies and industry standards.

Customer service management Recruitment Training Performance Evaluation Compliance Audit Policy Implementation

Management Trainee

UOB Bank

Jan 1997 - Jan 1997 (0 months)

Completed a rotational management training program covering banking functions, operational procedures, and customer relationship management. Assisted with process improvement initiatives by analyzing workflows and supporting efforts to streamline departmental performance.

Customer Relationship Management Process Improvement Operational Analysis Workflow Optimization