Sarina Abu Yamin — Consultant

Banking and digital transformation professional with over 15 years of progressive experience across core banking operations, compliance governance and system implementation within local and international financial institutions. Experienced in leading access control frameworks, supporting regulatory initiatives and driving core banking enhancements aligned with ISO 20022 standards, AML/KYC requirements and audit best practices. Strong background in both operational banking and system transformation environments. Recognized for expertise in Role-Based Access Control (RBAC), transaction reconciliation, system audit reviews and migration projects across digital retail and corporate banking platforms. Played key roles in SWIFT ISO 20022 migration, core banking upgrades and international banking implementations across Papua New Guinea and Africa. Combines technical knowledge (SQL, SmartStream TLM, ICBA, Way4) with strong governance oversight to ensure regulatory compliance, operational integrity and risk mitigations. A collaborative and results-driven professional with proven ability to engage cross-functional stakeholders, manage vendor relationships and deliver structured training to strengthen internal capability. Adept at translating business requirements into system solution, improving workflow governance and supporting strategic banking transformation initiatives in dynamic, regulated environments. Let/s connect to exchange perspective, knowledge and industry discussion.

Stackforce AI infers this person is a Fintech professional with expertise in regulatory compliance and digital banking transformation.

Location: Shah Alam, Selangor, Malaysia

Experience: 12 yrs 9 mos

Skills

Regulatory Compliance
Digital Banking Transformation
Digital Banking Initiatives
Project Implementation
Stakeholder Management
Complaint Management
Regulatory Reporting
Advisory Support
Customer Engagement
Customer Service Operations
Process Improvement
Customer Support
Retail Banking Operations

Career Highlights

Over 15 years in banking and digital transformation.
Expert in regulatory compliance and digital banking initiatives.
Led successful international core banking migration projects.

Work Experience

Kina Bank

Advisory Responsibilities (Short-Term Assignment) (3 mos)

Subject Matter Expert (5 yrs 4 mos)

INFOPRO

Customer Service Manager cum Banking Consultant (2 yrs 3 mos)

Financial Markets Ombudsman Service (FMOS)

Senior Executive - Operation (4 yrs 9 mos)

HSBC

Advance Financial Guide (5 mos)

CIMB

Customer Resolution Executive (4 yrs 3 mos)

Standard Chartered Bank

Junior Care Consultant (1 yr 1 mo)

Education

Master of Customer Service Management at Universiti Teknologi MARA

Bachelor of Business Administration - BBA at Multimedia University

Foundation in Business Administration and Management at Multimedia University

Sarina Abu Yamin

Consultant

Shah Alam, Selangor, Malaysia12 yrs 9 mos experience

Highly Stable

Key Highlights

Over 15 years in banking and digital transformation.
Expert in regulatory compliance and digital banking initiatives.
Led successful international core banking migration projects.

Stackforce AI infers this person is a Fintech professional with expertise in regulatory compliance and digital banking transformation.

Contact

Skills

Core Skills

Regulatory ComplianceDigital Banking TransformationDigital Banking InitiativesProject ImplementationStakeholder ManagementComplaint ManagementRegulatory ReportingAdvisory SupportCustomer EngagementCustomer Service OperationsProcess ImprovementCustomer SupportRetail Banking Operations

Other Skills

Conflict resolution techniquesProblem SolvingISO StandardsAMLSKYC VerificationSQLAuditingRisk ManagementCustomer ServiceData CollectionCustomer ExperienceLoansLoan OriginationMortgage LendingAnalytical Skills

About

Experience

12 yrs 9 mos

Total Experience

2 yrs 6 mos

Average Tenure

Current Experience

Kina bank

2 roles

Advisory Responsibilities (Short-Term Assignment)

Sep 2025 – Dec 2025 · 3 mos

● Advised senior stakeholders on digital banking transformation initiatives, ensuring alignment with ISO 20022 standards, including support for the KATS MX Upgrade project
● Provided regulatory advisory on AML/KYC frameworks, supporting policy enhancements in line with evolving compliance requirements
● Recommended workflow redesign initiatives that improved documentation efficiency and strengthened internal reporting governance
● Participated in cross-functional strategic discussion, contributing insights on vendor evaluation, system integration and risk mitigation
● Delivered structured knowledge transfer and training sessions to internal teams, strengthening operational readiness and compliance awareness
● Supported documentation standardization efforts to reduce regulatory exposure and improve audit traceability
● Contributed to SWIFT ISO 20022 migration initiatives, ensuring smooth transaction with minimal operational disruption
● Improved transaction integrity through structured SQL reconciliation checks, mitigating financial posting risks

Conflict resolution techniquesProblem SolvingISO StandardsAMLSKYC VerificationSQL+5

Subject Matter Expert

Aug 2020 – Dec 2025 · 5 yrs 4 mos

● Led requirement analysis and supported delivery coordination for strategic and regulatory-driven digital banking initiatives across corporate and retail channels.
● Managed end-to-end transaction journey analysis across Core Banking (eICBA), Way4 payment systems, wallet ecosystem, and General Ledger integrations to ensure alignment between business requirements and system behaviour.
● Reviewed BRDs, FSDs and Change Request to ensure accurate system enhancements
● Facilitated cross-functional workshops with business, IT, risk, compliance, and vendor stakeholders to ensure scope clarity and stakeholder alignment.
● Embedded AML controls, audit trail requirements, and segregation-of-duty principles into solution design to support regulatory-by-design implementation.
● Supported Agile delivery activities including backlog refinement, requirement traceability, UAT validation, and production readiness planning.
● Identified integration gaps between payment platforms and General Ledger systems, contributing to reduced reconciliation discrepancies.
● Improved documentation standards and UAT coverage across multiple digital migration initiatives.

Conflict resolution techniquesProblem SolvingCustomer ServiceData CollectionCustomer ExperienceSQL+8

Infopro

Customer Service Manager cum Banking Consultant

Feb 2018 – May 2020 · 2 yrs 3 mos · Kuala Lumpur, Malaysia · On-site

● Led project implementation support and conducted primary business requirement analysis for core and digital banking solutions.
● Translated client business needs into structured functional specifications and supported stakeholder validation and sign-off.
● Conducted solution walkthroughs, system training, and knowledge transfer sessions to ensure operational readiness.
● Acted as key liaison between client stakeholders, product management, and development teams to drive requirement clarity and prioritization.
● Maintained strong stakeholder relationships through structured communication and requirement refinement discussions.
● Designed comprehensive test packages including test scenarios, test cases, test data, and expected outcomes aligned with business requirements.
● Delivered successful international core banking migration project (Africa & PNG) with stable post-go-live performance
● Documented defects and collaborated with development teams to ensure timely resolution and validation.

Conflict resolution techniquesProblem SolvingCustomer ExperienceQuality AssuranceMortgage LendingAnalytical Skills+4

Financial markets ombudsman service (fmos)

Senior Executive - Operation

Apr 2012 – Jan 2017 · 4 yrs 9 mos · Kuala Lumpur

● Consistently achieved departmental KPI s and reporting timelines to regulatory authorities
● Strengthened complaint resolution framework, improving case handling consistency
● Contribute to transition from Financial Mediation Bureau to Ombudsman framework, ensuring regulatory continuity
● Led complaints handling operations and regulatory reporting under Public Relations and Communication Department
● Managed Complaint Management Unit and supervised Customer Service team performance
● Prepared monthly departmental reports for CEO and Central bank of Malaysia
● Developed structured complaint handling training manuals
● Oversaw daily operations Complaints and Case Management Units

Problem SolvingData CollectionCustomer ExperienceMortgage LendingAnalytical SkillsCustomer Satisfaction+3

Hsbc

Advance Financial Guide

Sep 2011 – Feb 2012 · 5 mos · Shah Alam, Malaysia

● Provided advisory support on Shariah compliant financial products while ensuring adherence to internal credit and compliance policies
● Assessed customers, financial profiles and recommended appropriate Islamic banking products aligned with risk appetite and policy guidelines
● Evaluated credit applications and exercised sound judgement within delegated authority limits
● Promoted retail banking campaigns and cross-sold financial products to support revenue targets
● Maintained strong customer satisfaction ratings through consultative, need—based advisory approach
● Contributed to product uptake initiatives by effectively promoting sales campaigns and bundled offerings
● Minimized credit risk exposure by adhering strictly to credit assessment and exception handling procedures
● Maintained high service standards through proactive client engagement and issues resolution

Conflict resolution techniquesProblem SolvingCustomer ExperienceCommunicationMortgage LendingCustomer Satisfaction+4

Cimb

Customer Resolution Executive

Apr 2007 – Jul 2011 · 4 yrs 3 mos · Kuala Lumpur, Malaysia

● Managed high volume customer service operations and supported continuous improvement initiatives within call center environment
● Handled inbound customer inquiries related to retail banking products, transactions and account services while meeting SLA targets
● Investigated and resolved customer complaints in a timely and professional manner
● Escalated complex cases to relevant departments while ensuring follow through until resolution
● Analyzed recurring service issues and recommended process improvement initiatives
● Consistently met or exceeded service level targets in high volume call center environment
● Improved customer satisfaction by providing accurate and timely resolutions to service issues
● Contributed to operational efficiency improvements through feedback driven process enhancement initiatives

Conflict resolution techniquesProblem SolvingCustomer ExperienceContact CentersMortgage LendingCustomer Satisfaction+3

Standard chartered bank

Junior Care Consultant

Jan 2006 – Feb 2007 · 1 yr 1 mo · Kuala Lumpur

● Delivered frontline banking support and maintained high service quality standards in customer engagement
● Managed day-to-day customer inquiries across deposits, cards ad transactional services
● Assisted customers with account related issues while ensuring compliance with bank policies
● Maintained accurate documentation and system updates to support operational integrity
● Supported cross- functional teams in resolving service escalations
● Built strong customer relationship through empathetic and solution-oriented service approach
● Achieved high customer satisfaction ratings through consistent service quality
● Developed foundational expertise in retail banking operations and compliance practices, forming strong platform for career progression