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Manager, Compliance, Risk Management, Audit, Quality Assurance,Trainer

Dubai, Dubai, United Arab Emirates
AED 40000
November 14, 2017

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P O Box ******, Dubai, UAE CHEE HAI WOO

- Track record of building organizational value by deploying innovative initiatives while addressing today’s business challenges of attaining goals, controlling expenses, satisfying clients and offering expert skills in property management and governance EXPERT IN: Property Management & Administration Organizational Culture, Strategy, Vision & Mission Planning Project Management Strategic Planning Operational Efficiency Improvements Governance Leadership Building Risk Management ISO 9001 Certification Leasing Strategy Manpower Management Company Process Mapping Process Improvement Negotiation ~

A staunch believer of continuous improvement with an innate ability to identify, analyze, organize, and lead scalable operational development opportunities to influence & drive change to instill a powerful collaborative culture

Meticulous property & Governance Management Champion with a performance driven experience of working on numerous engagements geared towards improving performance of companies through efforts in: Delivering work against agreed scope, budget & expectations ~ Escalating promptly any issues that may impact operations ~ Managing expectations by ensuring the delivery of highest quality service ~ Managing complex projects in various environments

■ Professional Overview

• Strategic senior management expert with core skills in developing and implementing strategic services and plans and with an aim to deliver continuous operational improvements across the property & governance portfolio. Extensive knowledge and understanding of management and administration principles, practices, methods, and techniques; at ease in managing, or providing a variety of administrative functions.

• Deft in managing projects in various phases of development in order to meet or exceed established goals with primary focus on specific needs of client, vendors, contractors and stakeholders; proficient in spearheading large property operations; handling all real estate transaction activities and facility services. Offers well-built legal and commercial acumen, including international legislative acts and standards.

• Strategy & Governance Management Specialist, adept in managing complete operations with focus on top-line & bottom-line performance; expertise in taking ownership of compliance, risk management, audit and quality assurance. Understands contractual relationships between parties and business governance. Prioritizes safety and environmental factors.

• Expert in establishing structure, droving vision, streamlining operations and transitioning processes and accelerating profits thereby delivered sustained growth in dynamic environments

Professional Highlights & Skills

Professional Profile



Energetic and results-driven strategic thinker with strong leadership, management, and influencing skills; well organized with a track record that demonstrates self-motivation and initiative to achieve organizational goals

Known for utilizing time effectively and efficiently – Can concentrate efforts on important priorities along with attending to a broader range of activities as a result of organizing time; excellent communication skills with a strong problem-solving capability; committed to deadlines & quick turnaround times

Outstanding success in building and maintaining relations with key corporate decision makers, business units and peers

■ Work Experience

2009- Present National Bank of Abu Dhabi, Dubai

Career Elevation:

2010 – Present: Divisional Business Control Manager 2009 – 2010: Assistant Vice President / Property Manager Value Proposition: Served as NBAD’s Expert Champion in 2017 in the Bravo Campaign of NBAD. Recognized as a SKEA Champion’ certificate in May 2013 for active participation in SKEA (Sheikh Khalifa Excellence Award) – Diamond Category (National Bank of Abu Dhabi). Finalist in the Bank Top Recognition Award – IMTIAZ AWRDS – Safety Category and finished in the top four (out of 6,000 staff) in March 2015 (National Bank of Abu Dhabi). Awarded ‘Inspire Champion and Sustainability Champion’ in 2012 in recognition of overseeing the suggestion scheme and encouraging ‘green’ ways of working (National Bank of Abu Dhabi). Awarded significant accountability as Signatory ‘A’ and Authority for Bank Head Office and UAE branches in 2014

Key Deliverables

Divisional Business Control Manager

Strategic Support: Leading the policy, strategic planning and project development to determine the most effective solutions to meet requirements; developing and implementing property management plans; developing, schedules and budgets including annual spending plans and cost estimates. Developing a sustainability policy for the Group, in conjunction with the Operations Manager. Received approval for draft policy and saw it published in Bank QPR Portal in 2013, entailing a review and update of the existing company tariff.

Property Management: Analyzing a gap in MIS and implementing property management and finance software system with Yardi software, as Co-Project Manager, within an aggressive 7-month project timescale. Leading a review of the complaint handling process, and other general processes, as Compliance Officer. Rationalized some of the existing process and revised the KPIs from 7 to 32 indicators, during the 6-month period after the ISO award, across valuation, operation, leasing and facility management

Risk Management: Instrumentally integrated all three code services (i.e. quality; risk management and compliance) to drive the company in the right direction whilst integrating the Yardi System. Successfully conducted merger with the bank premises and renamed ADNP to Property Management Department (PMD) which reports to Group General Service (GGS). Introduced a new risk management assessment method and successfully implemented new a KRI.

Quality Assurance: Performing quality control review emphasizing in continuous small improvement of procedures and staff. Driving utmost quality/value for the business by reviewing and minimizing the number of contractors from 500 to 130. Spearheaded effective implementation of ISO 9001 Certification for ADNP and ensured audit recommendations were implemented as Internal Audit Coordinator

Process Improvements: Identifying and implementing process improvements to increase efficiency and accuracy. successfully transformed the process map from a manual to automated process, so that the Yardi system could interface with the bank system, subsequently completing several reviews of the new process with the Yardi system

Cost Control Initiatives/ Man Power: Dexterously directed the takeover of two commercial buildings (Emaar Business Park) in Dubai in Feb 2011 and played a direct role in achieving cost savings of AED 720,000/- for these buildings in terms of facilities services.

Liaison & Coordination: Developing the SLA and Customer Feedback Survey, in close coordination with the Business Excellence Team, and secured sign off for the SLA. Delivering anti-money laundering training, cross functional collaboration and meeting with landlords.

Team building & Leadership: Leading a team of 7 departmental staff and for supervising the IT, Legal Coordination and Customer Care teams. Imparting appropriate training and teamwork as well as supporting service staff so as to attain service excellence & teamwork. Delivered support in set up and take over of the Al Ain operation and manpower requirement for the team in 2011 Assistant Vice President / Property Manager

Value Proposition: Supported in strategic aims and objectives by assisting the team to establish the operational procedure and bring new ideas to the company. Appointed as Property Manager. Promoted to Head of Northern Emirates in Oct 2009, and again to Assistant Vice President in Oct 2010. Proactively slashed down the building cost of a commercial building from 1.8million AED to 1.2 million AED during the first 3 months. Key Deliverables

Provided support in the maintenance team in their processes, including monitoring service request/complaints and selection criteria for maintenance contractors and supporting property handover 3

Planned leasing strategy and succeeded in getting a residential building (96 Units) fully rented in six weeks, after taking over the building from the landlord in 2009. Instrumentally set up a base in Dubai and expanded the existing Northern Emirates Team whilst supervising 35 buildings, 45 villas and 50 apartments in Northern Emirates (2,800 units). 2006 – 2009 with IDAMA LLC, Dubai Senior Property Services Manager Value Proposition: Commenced career as Property Services Manager and promoted to Senior Property Services Manager. acted as evaluator for AFAAQ at SALWAN company level in 2008. Attained ISO 9000 certification for the Property Management Department in 2007. Evaluated for staff suggesting scheme and was awarded the accolade of Best Evaluator and Best Business Suggestion in 2008. Attained +90% feedback rating for delivering training to In House Technicians for customer service Key Deliverables

Acted as founding members for the Company IDAMA Property Services (IPS), reporting directly to the IPS, Director. The post demanded significant strategic level input and commercial accountability.

Established the infrastructure of the Property Management Dept. and successfully scrutinized the Tower Association Constitution and Master Community Declaration, along with legal team. Optimized running of the third-party leasing and developer project, through coaching and mentoring of the property management team.

Recipient of ‘Certificate of Recognition for AFAAQ’ in September 2007, December 2007 and March 2008 (IDAMA LLC).

Acted as Member of EFQM (European Foundation Quality Management) for processes, partnership and resources during the years 2006 and 2007 (IDAMA LLC).

Handled the world’s biggest single phase resident project comprising of 40 tower blocks JBR (Jumeirah Beach Residence) with responsibility for 21 staff to run the daily operations for these estates.

Selected as representative of the Dubai Properties Shifting, representing IPS as well as one of the internal trainers for ‘Up Your Service’. Member for the Service Culture Committee.

Received Certificate of Appreciation for outstanding performance and participation towards excellence which made Idama Property Services LLC successfully handing over the Jumeirah Beach Residence (JBR) Project in 2017. INITIAL CAREER GLIMPSE:

2003 – 2006 with Chamber Property Management Services Pte Ltd., Singapore as Manager / Property Manager 2002 – 2003 with Chan Kok Hong Property Consultants Pte Ltd., Singapore as Asst. Manager / Condominium Manager 2000 – 2002 with Knight Frank Estate Management Pte Ltd., The Claymore as Property Manager / Condominium Manager 1999 – 2001 with Colliers Jardine Pte Ltd., Singapore as Property Manager (Team Leader) Accomplishments: Received a ‘Letter of Commendation’ for driving achievement of ISO 9002 in 2000 and awarded ‘Best Performance Team’ for 1999 (Colliers Jardine Pte Ltd.).

1996 – 1999 with Nanyang Polytechnic, Singapore as Estate Administration Officer (Building) 1994 – 1996 with MINDEF (SAFTI Military Institute), Singapore as Head of Estate Branch 1993 – 1994 with Chamber Property Management Services Pte Ltd., Singapore as Property Executive 1986 – 1989 with National Services Reservist Armour Training Centre as Combat Medical Orderly/Senior Medic 2 I/C

■ Professional Enhancements

Professional Training:

Risk Management in Banks - Emirates Institute for Banking and Finance Services (NBAD - May 2016)

Anti-money Laundry Training Course – 90% Mark (2013)

Cross Border Training for Compliance (2013)

Sustainability Training –Merit (2013)

Corporate Governance –Merit (2013)

Organization Excellence (2013)

QPR for Business Score Card Report Mgmt/ Facilitating Other Risk Approved Process/ Facilitating Self Risk Assessment (2013)

Design Thinker (2013)

Facilitating Key Risk Indicator (2013)

Teammate System - Compliance Software System (2012)

Compliance Strategy Day (2012)

FATCA – Overview & Impacts (Compliance) (2012)

Internal QMS Auditor Training Course (Based on ISO 9001:2008) (NBAD- March 2011) 4

ISO 9001 Awareness (2011)

Customer Complaints (2012) Make a Difference Workshop I; II; and III (2011)

Conflict Management (2011)

Internal QMS Auditor Training Course (2011)

ISO 9001: Quality Awareness Workshop (2011)

Mid-Year Review (2009)

Coaching for High Performance (2010)

Performance Management - Senior Managers (2008)

Orientation for New Staff (2009)

Effective Budgeting and Cost Control (2007)

John Adair’s Action Centered Leadership Skills (2007)

The Building & Common Property Act (2000)

Land Title (Strata) Act in 2002

Professional Certifications:

Certificate on Level 3 Certificate in Leadership (2013)

International Compliance Officer Certificate - CCL Academy (2012)

Leadership Journey 2, Module 4-6 – Institute of Leadership & Management (ILM) - Level 3 Certificate in Leadership (2012)

Leadership Journey 1, Module 1-3 (2011)

Real Estate Broker Certified Training (Foundation Program) - RERA (2008)

Up Your Service – Certified Course Leader - Increasing Customer Loyalty (2008)

Up Your Service – Certified Course Leader - Building Service Partnership (2008)

Up Your Service – Certified Course Leader - Achieving Superior Service (2007)

Up Your Service – Certificate of Achievement - Achieving Superior Service (2007) Professional Membership:

Association of Property and Facility Manager (Singapore) - Member since November 1999

■ Education & Credentials

1998 Executive Master of Business Administration from Graduate School of Management (Rutgers University, Newark, USA) 1993 Bachelor of Science (Estate Management Honors) from National University of Singapore IT Skills: Well versed with Window 98, Microsoft word, Excel, Flow Chart, Dbase, Lotus 123.

■ Personal Details

Date of Birth : 9th June, 1966

Languages : English, Mandarin, Teochew, Hokkien and Cantonese.

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