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NAY LIN AUNG
DawBon Tsp,Yangon,,MYANMAR
Summary
Team-driven Business Operations Manager committed to developing specific and attainable departmental goals and standards while supporting the vision of the organization. Determined leader with over 10 years of contributing to short and long term business planning and strategy. Offering integrity, a strong work ethic and sound judgement skills. Focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
13
13
years of professional experience
Work History
Head of Business Operation
Yoma Bank Head Office
Yangon, MYANMAR
03.2022 - Current
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- To set up business operation units fraud, risk, other techinical resource planing to.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Developed and maintained courteous and effective working relationships
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
Head of Merchant Business Operation & Support
CB BANK
Yangon, MYANMAR
03.2017 - 02.2022
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns
- Lead cross-functional groups and IT to develop business requirements and ensure projects are shepherded through capital planning process to client implementation and then tracking of usage (post-implementation)
- Drove operational improvements which resulted in savings and improved profit margins.
- Ownership of merchant business development and recommending new structure and plan that ensure broader compliance effort focused on all card payment associations.
- Manage all aspects of merchant acquiring in collaboration with cross-functional teams, clients, strategic partners, service providers, and vendors.
- Develop relationship and coordinate with strategic partnership in Myanmar such as international card schemes (MasterCard / Visa / UnionPay / JCB), local card schemes of MPU and others e-Money providers.
Merchant Sales Supervisor
KBZ BANK. Yangon
05.2013 - 01.2017
- Drive improvement by monitoring the effectiveness of policies and processes in service and delivery areas and facilitating product upgrades
- Promote and present to merchants, retailers and other entities in Myanmar products to acquire new business partners
- Maintain the merchant's relationships to ensure continual growth and sales targets
- Leverage prospect and contract new merchants and partners by presenting the appropriate solution for the business
- Constantly enhancing processes for better services of merchant team in handling new merchant on-boarding, merchant transactions, and merchant supports along with other related forms for merchants
- Monitoring charge back and fraud volumes of merchant accounts and ensuring action plans are implemented in reducing risk from merchants.
Supervisor
FABULOUS PTE. LTD
01.2009 - 12.2012
- Attended to reception set up and table placement as well as Theatre, Classrooms
- Managed over more than 50 customer calls per day and increased sales by 10%
- Wedding -Reception, Embassy, and Conference
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Coordinated employee schedules to keep pace with business needs and meet company demands
Education
MBA - Master of Business Administration
YANGON UNIVERSITY oF ECONOMICS, Yangon
MYANMAR07.
Diploma - Business Law
UNIVERSITY OF YANGON
Bachelor of Science - Physics
Dagon University
Yangon,MYANMAR11.2009
Skills
- Process Improvement
- Coaching and Mentoring
- Customer Complaint Management
- Customer Service
- Business Operation Management
- Market Knowledge's
- Decision Making
- Strong Communication
- Complex Problem Solving
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 70 staff members.
- Reduced operational expenses by 50% by streamlining branch operations.
- Saved the company 45% by aggressively negotiating with suppliers.
- Increased company savings by 65% through corporate consensus-building and cross-functional geographical team coordination and development.
•Electronic Cash Register ( ECR) integration with Hotel Merchants (Jan-2020 – Present)
•UPI Card Acceptance Migration from MPU Host to Finexus Host (Feb 2020 – Present)
•CBPay QR Payment & Contact less (NFC) Acceptance Implementation (Dec 2018 – Jul 2019)
•Castle Terminal Management System (CTMS) New Server implementation for better operation process of merchant business. ( Oct 2018- June 2019)
•Online Manual Entry for all Hotel, travel & tours merchant instead of Offline to control the risk and increase the bank reputation. (June 2018- Dec 2018)
•Ali pay QR Payment Implementation Jul 2018 – Dec 2018
•VISA Card Acceptance form Planet Payment Host to Finexus Host Migration Jan 2018 – Jun 2018
Additional Information
- AUNG NO.24, KYAUNG ST, DAWPON TSP, YANGON, 11241 (MM) Personal info
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Head of Business Operation
Yoma Bank Head Office
03.2022 - Current
Head of Merchant Business Operation & Support
CB BANK
03.2017 - 02.2022
Merchant Sales Supervisor
KBZ BANK. Yangon
05.2013 - 01.2017
Supervisor
FABULOUS PTE. LTD
01.2009 - 12.2012
MBA - Master of Business Administration
YANGON UNIVERSITY oF ECONOMICS, Yangon
Diploma - Business Law
UNIVERSITY OF YANGON
Bachelor of Science - Physics
Dagon University
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