Yu-Chen (Calvin) Chung
PMP, NPDP
Taipei
Summary
Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Overview
2021
2021
years of professional experience
10
10
years of post-secondary education
Work History
Director, Head of Sales Management Office for Wealth Management
ANZ
2 2017 - 2 2018
- Led a team with 5 project managers as the contact window with stakeholders to manage and oversee sales performance, incentive design, operation flow, and governed branch risk, compliance, and audit controls
- Contributed to WM process, system, and people integration project with DBS
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Participated new digital investment platform study for WM with digital team
Director, Head of Mortgage Management Office & Retention Team
ANZ
10.2012 - 3 2014
- In charge of sales incentive scheme design, performance MI tracking and analysis, and sales governance
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Managed a retention team with 3 members and a supporting team with 8 assistants to reduce customer attrition and increase loan operation efficiency
- Revamped incentive scheme to revenue driven from volume driven by uplifting new sales margin 11bps and improving VIP penetration rate by 14% In FY14
- Won FY13 ANZ Retail Business leadership award
VP, Head of Support and Transformation Team at Contact Centre
HSBC
2 2018 - 10.2020
- Coordinated Taiwan contact centre (200+ agent) transformation initiatives with stakeholders/distribution channels
- Setup Digital insurance team – TMs, Product, IT and Internet Teams
- Worked with HK TM office for migrating machine-learning leads referral system for Taiwan team
- Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Planed and evaluated department risk and compliance management, prepared department PCBs arrangement
- Planed and arranged agent and staff for cross-product and functional training
- Arranged agent well-being campaigns and chaired VOEs for improvement initiatives
VP, Head of Personal lending Sales
HSBC
02.2018 - 10.2020
- Responsible for country top line target delivery for Taiwan home loans business Taiwan and contributed to streamline and drove business strategic planning and implementation
- Participated online personal loan and card application projects
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Achieved both FY18 & and FY19 sales target with 1st performance rank in FY19
Director, Head of Home Loan Sales
ANZ
03.2014 - 02.2017
- Responsible for country top line target delivery by leading Direct Sales, Telemarketing, Branch Consultant teams with 55 sales and contributed to business strategic planning and implementation
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Initiated streamline project to reduce pre-appraisal turnaround time by 50%
- Exceeded sales target by 15% and 8% and contributed to meet P&L target in FY14 and FY15, respectively with result in grade promotion
- Initiated a project to resolved funding issue by increasing NT2bn+ lending capacity, and led Home Loan team to win FY16 Customer Focus Event
VP, Head of Mortgage Product & Marketing and Retention Team
HSBC
04.2011 - 08.2012
- Resigned product features and worked with legal and finance department to resolve mortgage concentration crisis
- Initiated a straight through project to become the model practice among Asia countries and shortened process turnaround time by 50%
- Redesigned anti-attrition tool to retain customers, resulting of uplifting retention margin by 5bps and reducing attrition by 20% in 2012
VP & Branch Manager, Hsin- Chuang Branch
HSBC
06.2009 - 04.2011
- Directed branch development to delivery top line target by co-working with other business units for carrying out local development strategy to grow client base
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Leveraged external/internal resources to generate significant cross sell opportunities for Credit Card, Home Loan, SME and PB
- Ranked in top performance branch among peer branches in 2010
Assistant Branch Manager, Tein Mu Branch
HSBC
01.2009 - 06.2009
- Led branch an operation team and a service team to manage branch operation and customer service
- Revamped operation and service prospecting effectiveness to double up referrals
- Initiated and designed in-branch service activities as a result in high customer involvement and staff engagement scores
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
Manager, Project Management Office for Card & Consumer Asset Integration
HSBC
04.2008 - 01.2009
- Responsible for consumer asset migration project management to ensure tasks on schedule and resolved exceptional occurrences among stakeholders
- Accomplished multiple tasks within established timeframes.
- Participated retail loan system and customer integration project
Manager, Resource Planning & Re-engineering; Wealth Management MO
HSBC
11.2004 - 04.2008
- Designed and implemented Taiwan hot-desking project for retail business
- Prepared secured/unsecured business annual budgeting, reporting and tracking
- Designed WM incentive scheme and universal incentive system for retail sales
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Management Trainee – PL Credit, WM MO, Mortgage MO
HSBC
08.2002 - 11.2004
- Initiated and carried out new prospecting method, directly contributing 5% mortgage sales per month through Card & PL credit recorders
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Gained knowledge of company policies, protocols and processes.
- Prepared WM business annual operation budgeting and KPI tracking reports
Contracted Translator for IT Related Papers
InfoPower
03.2001 - 08.2002
- Translated new IT and business management development articles
Officer, E-Commerce
Standard Chartered Bank
08.2001 - 11.2001
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
IT Consultant
Delirium Cybertouch
01.2000 - 08.2001
Education
Master - School of Law
Soochow University
Taipei 09.2024 - Current
Bachelor of Arts - School of Law
Fu Jen Catholic University (FJCU)
Taipei City, Taiwan 09.2021 - 06.2024
MSc - Management of Information Systems (MIS)
Claremont Graduate University (CGU)
LA, US 09.1998 - 12.1999
MBA - Marketing and Strategy
Claremont Graduate School, Peter F. Drucker & Masatoshi of Mgmt.
LA, US 09.1996 - 06.1998
BA - Industrial Engineering (IE)
Fung Chia University
09.1991 - 06.1995
Skills
Cross-functional team leadershipOperational Efficiency
Strategic business planningProblem-solving abilities
Project ManagementBudgeting and forecasting
Sales Leadership
Training
- 2019, Attended Law credit program with National Taiwan University (NTU) School of Professional Education & Continuing Studies
- 2016, Attended Real Estate Appraiser credit program with National Cheng-chi University (NCCU)
- 2005, Attended Fu-Jein University graduate school with finance major
- 2001, Graduated from Post Graduate International Marketing Program with International Trade Institute
- 2001, Graduated from E-Business Project Manager program with Institute for Information Industry
Timeline
Master - School of Law
Soochow University
09.2024 - Current
Bachelor of Arts - School of Law
Fu Jen Catholic University (FJCU)
09.2021 - 06.2024
VP, Head of Personal lending Sales
HSBC
02.2018 - 10.2020
Director, Head of Home Loan Sales
ANZ
03.2014 - 02.2017
Director, Head of Mortgage Management Office & Retention Team
ANZ
10.2012 - 3 2014
VP, Head of Mortgage Product & Marketing and Retention Team
HSBC
04.2011 - 08.2012
VP & Branch Manager, Hsin- Chuang Branch
HSBC
06.2009 - 04.2011
Assistant Branch Manager, Tein Mu Branch
HSBC
01.2009 - 06.2009
Manager, Project Management Office for Card & Consumer Asset Integration
HSBC
04.2008 - 01.2009
Manager, Resource Planning & Re-engineering; Wealth Management MO
HSBC
11.2004 - 04.2008
Management Trainee – PL Credit, WM MO, Mortgage MO
HSBC
08.2002 - 11.2004
Officer, E-Commerce
Standard Chartered Bank
08.2001 - 11.2001
Contracted Translator for IT Related Papers
InfoPower
03.2001 - 08.2002
IT Consultant
Delirium Cybertouch
01.2000 - 08.2001
MSc - Management of Information Systems (MIS)
Claremont Graduate University (CGU)
09.1998 - 12.1999
MBA - Marketing and Strategy
Claremont Graduate School, Peter F. Drucker & Masatoshi of Mgmt.
09.1996 - 06.1998
BA - Industrial Engineering (IE)
Fung Chia University
09.1991 - 06.1995
Director, Head of Sales Management Office for Wealth Management
ANZ
2 2017 - 2 2018
VP, Head of Support and Transformation Team at Contact Centre
HSBC
2 2018 - 10.2020