Hoi Man, Hugo Chan

• Supervising and managing the client administration team on the daily loan operations, ensuring delivery of excellent customer service to the clients across the regions

• Providing on-job coaching, delegating tasks to team members, performing on-going team performance evaluation

• Collaborating with the sales, coverage, and transaction management teams to customize solutions for highly complex transactions and commented on operation provisions

• Addressing inquiries from clients and syndicate, acting as the primary escalation point for key clients facing operational challenges, ensuring timely solutions and support

• Assessing and monitoring the efficiency of the end-to-end operation process; reviewing and updating procedures to improve team productivity and efficiency

• Establishing minimum control requirements and conducting operational risk assessments with the Risk and Control Team, mitigating the risk and enhancing overall operation effectiveness

• Developing a regional strategy in partnership with various stakeholders, focusing new initiatives that include process re-engineering, strengthening control measures, and ensuring long-term sustainability

• Representing Loan Operations in driving various project initiatives, including the implementation of the new loan system (Loan IQ), launching a ticketing system for management oversight of team performance, automating sanction screening in the loan system to ensure compliance, and digitizing the audit confirmation process that significantly reduces turnaround times and minimizing manual intervention

• Structuring the test plan for UAT, delegating the team for testing and monitoring the result

• Managing the closing of secondary loan trades with sales, traders, and the settlement team. Communicating and working with counterparts from onboarding, documentation, and settlement within a tight timeline

• Preparing KPIs and reports for senior management to drive effective strategic planning

• Maintaining strong partnerships with third-party vendors and offshore Citibank affiliates through regular service meeting

• Supervised the daily loan operation for over a hundred of Bilateral and syndicated Loans Portfolios in Hong Kong

• Addressed internal and external inquiries, provided timely solution and delivered excellent customer service

• Reviewed and commented on provisions regarding loan operation

• Collaborated with the credit control team on facility management

• Managed waiver and amendment requests

• Performed reconciliation and investigation on the daily transaction break

• Prepared reports for regulatory and control purposes

Participated in system UAT and COB drill

• Managed the end-to-end loan administration of bilateral and syndication loans in Hong Kong and Singapore, covering both participant and agency transactions.

• Reviewed and commented on provisions regarding loan operation

• Performed T/T and RTGS payments for fund settlement

• Coordinated funding with the RM and liquidity desk

• Ensured settlements and fee bookings complied with the internal procedures

• Prepared monthly KPI reports for management.

• Performed fee reconciliation on all types of fee bookings

• Provided coaching to subordinates and supporting the job transition to India hub

Participated in the System UAT and COB drill.