Sai Kyaw Swa
Deputy General Manager
Ideo Mobi Sukhumvit Eastgate, Room 4371/33, 5th Floor, Sukhumvit Road, Bang Na District,Bangkok
Summary
Seasoned Operations Manager and talented leader with more than 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
Work History
DVCGM - Deputy Head of Virtual Branch Function, Head of Service Quality and Process Improvement
Kanbawza Bank Limited (KBZ Bank)
9 2021 - Current
- Lead Service Quality and Process Improvement pillar under the virtual branch department to ensure bank wide service quality is meet and achieve daily, weekly and monthly target
- Manage the team of Service Recovery, Quality Assurance, Training and Content Management, MIS, NPS and Project Development
- Analyze and develop SOP workflow improvement for internal and cross functional team in accordance with industry benchmark and set up the strategy to comply
- Initiate and manage strategically the service quality improvement project including NPS enhancement, ticketing process, call center performance and Fintech projects
- Analyze VOC, QA and Audit reports periodically to identify the training needs and service quality improvement
- Ensure to deliver targeted SLA and NPS score for internal and across business units
- Responsible to set the team KPIs, manpower and budget planning to ensure team is resourceful and productive
- Present monthly VOC & Service Request analysis report to Deputy CEO, MDs and occasional update to BODs
- Taking a leading role on the bank wide projects of Service Quality Improvement.
Head of Sales and Operation Planning
Agrastar Myanmar Company Limited
06.2020 - 09.2021
- Lead Sales and Operations Planning process to optimize the value chain relationships within company businesses to deliver value and provide transparency to the organization
- Develop dashboards to provide transparency and single source of truth across functional areas to ensure alignment and optimal results.
Customer Registration Professional Lead, Manager-Training & Content Management & Contact Center Operations, Manager-Customer Registration Management
Telenor Myanmar Limited
02.2014 - 04.2020
- Manage agency activities in performing end-to-end SIM registration processing life-cycle, effective and cost-efficient operations, and performance evaluation of outsourced vendor
- Manage the execution on the service quality assurance of outsourced vendor, to ensure the quality of services provided meet the agreed SLA
- Work closely with relevant stakeholders in the regulator in order to execute the regulation requirement from government bodies (Myanmar Post & Telecom Department)
- Lead the delivery of new initiatives which are in line with overall company strategy
- Lead customer registration team to be more efficient in term of productivity, quality and progressive performance based on the monthly performance data
- Define quarterly KPIs and provide guidance and direction to junior members in professional matters
- Manage Call Center operation and customer touch points to ensure service quality achieve at all time
- Drive Call Center operation to achieve monthly targeted CPOC benchmark & CSAT/DSAT score
- Strategically drive capability development program within Call Center unit
- Identify learning needs and setup guidelines to ensure standardized customer services across CS units
- Ensure implementation of defined processes to all CS channels (Call Center, E-Care, CAF & Complaint Management)
- Establish standard processes and identify areas of improvements at channel level (Call Center, E-Care, CAF & Complaint Management).
Project Coordinator cum Deputy Project Manager
Teacly (S) Pte Ltd & Ley Choon Group Holdings Limited
08.2010 - 02.2014
- Responsible for supervising & coordinating various projects
- Responsible for claiming & documentation for required submission to respective clients (Public Utilities Board, Singapore) as well as sub-contractors
- Coordinate between all the various departments which are government bodies, such as PUB, LTA, NEA, Institutions and HDB council and appointed Consultants in order to achieve project timeline
- Work closely with Assistant General Manager and Operation Manager in order to achieve for daily & monthly target
- Analyses work progress and completed work done to achieve targeted quantities
- Being involved in the project from the planning stages to completion.
Customer Service Executive (Project of Nokia Service Center)
Axis Plus Pte Ltd
11.2007 - 07.2010
- Ensure customer satisfaction by proactively assisting in service relationships
- Responsible for Floor Management and Team Management during daily operation
- Build strong rapport with customers through excellent customer service
- Empowered with certain authority to handle customer requests in the best possible ways taking into consideration customer satisfaction and the cost effectiveness of the resolution.
Education
Executive Master of Development Studies (EMDevS) -
Yangon University of Economics
Bachelor of Computer Science (B.C.Sc) - undefined
University of Computer Studies
Skills
Strong leadership mindset, excellence communication abilities and knowledge of regional marketing trends
Passionate in Customer Relationship Management and Service Improvement
Project Management with proven track records
Strategic leadership
Staff Development
Analytical Skills
Professional Development Planning
Excellence in Interpersonal, Public Relations, Negotiation & Problem-Solving Skills
Proactive, Energetic, Outgoing and Cheerful Personality, Professional with positive attitude
Experience in Influencing, Developing and Motivating people from diverse backgrounds
Passionate on training and development
Accomplishments
- Appreciation certificate on delivering extra ordinary customer service by Deputy CEO of KBZ Bank (2023)
- Runner Up team award in Customer Service Leadership Workshop - KBZ Bank (2022)
- Unsung Hero award for backend support team achievement - Telenor Myanmar (2019)
- Awarded Employee of the Month for Blue Social Club (2018) & New Office Moving Project- Telenor Myanmar (2019)
- Talent in Master of Ceremonies in Telenor Myanmar Activities & Events (2014 - 2019)
- Excellence in Customer Service award in Nokia Care Centre, Singapore (2009)
References
- Dr. Jonathan Chih, Country Sales Director | Mekong Area, A.P. Moller - Maersk, Yangon, Myanmar, jonathan.chih@maersk.com
- Dr. Nant The Su Mon, Senior Health Manager, International Rescue Comittee, Mae Hong Son, Thailand, NantTheSu.Mon@rescue.org
Timeline
Head of Sales and Operation Planning
Agrastar Myanmar Company Limited
06.2020 - 09.2021
Customer Registration Professional Lead, Manager-Training & Content Management & Contact Center Operations, Manager-Customer Registration Management
Telenor Myanmar Limited
02.2014 - 04.2020
Project Coordinator cum Deputy Project Manager
Teacly (S) Pte Ltd & Ley Choon Group Holdings Limited
08.2010 - 02.2014
Customer Service Executive (Project of Nokia Service Center)
Axis Plus Pte Ltd
11.2007 - 07.2010
DVCGM - Deputy Head of Virtual Branch Function, Head of Service Quality and Process Improvement
Kanbawza Bank Limited (KBZ Bank)
9 2021 - Current
Executive Master of Development Studies (EMDevS) -
Yangon University of Economics
Bachelor of Computer Science (B.C.Sc) - undefined
University of Computer Studies