Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Hong Luu

Ajax,ON

Summary

Strategic and results-oriented individual, with a proven track record in risk management, process optimization and effective people management. A seasoned business professional with a strong technical and operational background, focused on enhancing the client experience. Adept at developing and implementing robust strategies, leading cross-functional teams and ensuring compliance with regulatory standards. Recognized for optimizing processes, building new target operating models, driving efficiency and delivering impactful solutions in dynamic environments.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Director, AML Applications and Testing

CIBC
01.2020 - Current
  • Manage a specialized team responsible for thorough User Acceptance Testing (UAT), Application Product Ownership, Release Management, and Production Support.
  • Lead and successfully execute strategic and tactical application deployments.
  • Oversee development, testing and implementation of all AML applications (Actimize/ActOne, SLMS, AMPECS, ESDL, Cerebro, Hunter, Canary, PEGA) to mitigate operational risks, improve operational resiliency, and enhance product features e.g., 87 releases implemented in fiscal 2023, deployed High Risk Client Program enhancements, system upgrade and infrastructure updates, workflow controls, production issues, etc.
  • Collaborate with cross-functional teams e.g., Financial Crimes Technology, Financial Intelligence Unit (FIU), Enterprise Data and Business Applications (EDBA), Business Effectiveness (BE), Risk Analytics (RA), etc., to align on strategic initiatives and gather business requirements.
  • Developed several new target operating models (Actimize/ActOne, SLMS, AMPECS and TMSA) to efficiently coordinate resources, infrastructure, and processes to effectively deliver on key objectives.
  • Optimized processes and developed non-system processes to effectively mitigate risks, submit risk-based decision proposals and maintain regulatory compliance e.g., developed a manual control report for high-risk client periodic reviews, developed a manual Fenergo PEP alert suppression report to reduce false positives by 98%.
  • Report and present production issues management and remediation to the CAMLO, and executives.
  • Provide leadership and effective management of my team to build team and individual capabilities, manage performance, and foster a positive work environment.

Senior Manager, Third-Party Demand Operations

CIBC
09.2018 - 01.2020
  • Provide effective leadership and management of 4 teams,
    overseeing 40 employees.
  • Manage over 40,000 demand requests per annum which are
    complex in nature with regulatory requirements, carries high risk and exposure to CIBC if not fulfilled on time.
  • Negotiate and influence CIBC business partners to ensure
    alignment of initiatives, streamline processes, obtain
    commitment on deliverables and support project delivery
    (Technology, Operations, Corporate Security, Legal, Compliance, Product, Wealth Management, AML, Client Care, Privacy Office, etc.) as well as external partners/clients (Third Party Issuers, clients, CRA, law enforcement, etc.).
  • Lead the successful implementation and transition of the Third-Party Demand French Migration project, to centralize all French requests to Montreal to better position the demand fulfillment in Quebec and Canada.
  • Developed a capacity management framework by implementing a capacity planning model and supporting reports to assess resource requirements and forecast capacity; developed standardized productivity reporting for the entire Centre across functional teams.
  • Lead strategic planning and project delivery e.g., Electronic File Delivery to CRA Project, Intelligent Process Automation (IPA) Assessments, Artificial Intelligent Process Review, Intelligent Digital Mailroom Project and Fulfillment Processing.
  • Within first quarter of hire, recipient of Q1 Individual Achiever's Award- managing employee performance, addressing resourcing issues and successfully completed an unusual, highly complex demand through collaborating with multiple internal and external business partners, requiring development of large technology data queries in short order.
  • Exceeded employee survey results, with 100% team participation: Employee Engagement score 98%; eNPS 78.
  • Reduced operating costs by 15%, despite volume increase by
    improving process efficiencies and managing capacity.

Group Product Manager

CIBC
08.2015 - 09.2018
  • Led strategic product management initiatives and campaigns as the Group Product Manager for Retail Banking Fixed Term Investments and Savings.
  • Developed and executed comprehensive product strategies to enhance and increase revenue and market share.
  • Conducted market research to identify trends, client experience and competitive landscape.
  • Collaborated with several cross functional teams e.g., Marketing, Finance and Analytics, Client Experience and Strategic Initiatives, Legal and Compliance, Operations, etc., to develop effective campaigns and develop efficient operational processes.
  • Cultivated strong and positive relationships with stakeholders, including internal and external partners to drive successful delivery and profitable revenue.
  • Developed and launched the F'18 Targeted GIC Acquisition and Balance Growth Campaign Project, including price sensitivity offers, newly developed targeted online application process and designed the fulfillment process and procedures to provide clients with a simple, quick and exclusive GIC offer via multichannel servicing; F'18 sales of over $500MM.
  • Launched the front line Commission Enhancement Project to
    develop the ability for front line staff to provide discretionary
    pricing on exclusive offers and relationship-based pricing, build product and geographical level pricing authority capability, simplified six commission grids into one grid, development of a pricing calculator to allow front line to make quick pricing assessments, providing targeted offer capability, and respond quickly to competitive and market changes; Annual incremental revenue run rate projection of $2.58MM.
  • Lead the project delivery and product management of the
    digital online application to provide convenience to clients in
    purchasing Special Offer GIC Products and developed the
    fulfillment process and procedures.
  • Lead the project delivery of the CIBC RESP online SmartSAVER application process to facilitate Canada. Learning Bond applications and referrals into RESP promoters to help lower income families start their RESP savings, with a projection of $1.9MM spot balance at 5-year.
  • Lead the contract management and negotiation of the GIC
    Mystery Shops to expand from 40 shops in Toronto to 576 shops nationally and reduced the reporting delivery from 2 months to 2 weeks.
  • Developed and presented strategic plans, revenue proposals and market trends to the SVP and executive level management, including presenting to the CIBC Board of Directors.

Snr Consultant, Client and Operational Improvement

CIBC
09.2012 - 08.2015
  • Developed the CIBC Client and Employee Journey Mapping
    practice, strategy deployment, presented and facilitated several journey mapping workshops (over 20 participants per workshop) within Retail and Business Banking.
  • Lead and developed the first employee journey map initiative at CIBC, Contact Centre Employee Onboarding Journey Mapping to improve the Inbound FSR first year experience and reduce attrition.
  • Lead the Access-To-Deposited Funds Program (ATDF), across
    several functional teams and implemented 6 projects to address Holds issues across our clients’ lifecycle from account open, to client transactions through to problem resolution; Improvements observed in Hold process in F’14 with 15% reduction in deposits held while losses reduced 5% (YoY); increased ATDF for low risk clients and removed 99.3% holds on deposits with no reported losses, with 300% increase in account limits set at account opening for improved client access to their funds.
  • Lead the implementation of the Amazing Ideas Project on CIBC Today to promote and deliver on client-focused improvements.
  • Analyzed key client irritants to prioritize and implement quick
    wins and longer-term strategy plans.

Business Consultant, PMO

CIBC
07.2011 - 09.2012
  • Lead the project implementation of the Quebec Sales Tax
    Increase in 2012, to satisfy and adhere to regulatory requirements with multiple stakeholders across the bank and successfully implemented the project within 2 months.
  • Lead the Basel III Business Requirements Project, to determine the data elements to fulfill Basel III liquidity business requirements and completed the associated business requirements in a very short period.
  • Provided project management support on the Nomis Mortgage Project to increase margin and revenue within the new originations and renewal management process by enhancing the pricing and discount strategy.
  • Lead the Commitment Clause Project to implement a controls
    and maintenance process within Mortgages and Lending groups.
  • Provided leadership and coaching to junior consultants.

Consultant, Integrated Service Delivery

CIBC
10.2007 - 08.2011
  • Lead the successful implementation of the CIBC Tax Free Savings Account (TFSA) Pre-Sale Project to support the operational processing fulfillment, involving a development of four new operational teams, new physical location set ups, development of process, procedures and controls, obtaining technology accesses, etc. resulting in over 50,000 applications processed from project forecast of 5,000 applications.
  • Lead the Process Work Package on the INTRIA ABM Platform
    Replacement Pilot Project that resulted in a National roll out
    strategy in the other 13 regional processing centres.
  • Lead the Third Party Demand Project to centralize the operational demand processing at Commerce Court Operations.
  • Lead the eDocs Lending Process Work Package by centralizing all Regional Lending exception processing in support of building a single repository for storing all future lending and mortgage documents within CIBC’s existing Enterprise Content Management (ECM) repository.
  • Managed the implementation of the Capacity Management
    Project across Retail Markets, Global Operations and INTRIA,
    which resulted in the building of key reporting tools that have
    helped staffing management.

Team Leader, Retail Mortgage Servicing Operations

CIBC
08.2002 - 09.2007
  • Implemented Productivity and Quality Assurance metrics and
    measurements that led to significant operational financial gains, employee development and performance improvement.
  • Consistently exceeded Employee Satisfaction survey results.
  • Led operational effectiveness and automation projects resulting in significant savings annually e.g., EFT payment processing (PayTran), process transformation implementation from manual to automation, and reduction of over 50% in FTE savings.
  • Collected over $220,000 recoverable savings in 2005.
  • Collected over $300,000 recoverable savings in 2006.
  • Consistently reduced significant property tax write offs annually by 26% or savings of over $21,000.
  • Designed and implemented strategic plan to transfer Tax
    Investigation processes to the SWAT department, resulting in annualized savings of over $100,000.
  • Initiated and lead the Competitive Banking Partner meetings
    with other financial institutions to share and learn best practices.
  • Recipient of the 2005 CIBC Annual Achiever's Award.

Education

Diploma - Business Administration

Dawson College
Montreal, QC

Skills

Relationship Management

People Management

Business Management

Risk Management

Strategic Planning and Delivery

Operations Management

Strong Leadership

Client Experience

People Change Management

Product Management

Applications and Testing

Project Management

Languages

English

Certification

Project Management Professional (PMP) Certification

Timeline

Director, AML Applications and Testing

CIBC
01.2020 - Current

Senior Manager, Third-Party Demand Operations

CIBC
09.2018 - 01.2020

Group Product Manager

CIBC
08.2015 - 09.2018

Snr Consultant, Client and Operational Improvement

CIBC
09.2012 - 08.2015

Business Consultant, PMO

CIBC
07.2011 - 09.2012

Consultant, Integrated Service Delivery

CIBC
10.2007 - 08.2011

Team Leader, Retail Mortgage Servicing Operations

CIBC
08.2002 - 09.2007

Diploma - Business Administration

Dawson College

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Hong Luu