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Lok **** *** Process Improvement/Operation Excellence Manager

$500 / day 40********* Login to See Resume
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Summary

Organisation and Methods Analyst (ANZSCO 224712) with 14+ years in operations transformation and process engineering within a regulated fintech. Currently on a Subclass 482 visa in Sydney and seeking nomination transfer in the same occupation. Experienced in workflow redesign, capacity modelling, automation, and AI governance (including practical use of agentic AI approaches for operational processes and CPS 230-aligned controls). Available to commence once a new nomination is lodged/approved.

Education

2006-2009 Bachelor of Social Science (Psychology) (Honours) at City University of Hong Kong

Quantitative & Experimental Design: Trained in empirical research methodologies, hypothesis-led problem solving, and multivariate statistical analysis applied to operational datasets and baseline testing.
Cognitive Psychology & Human Factors: Grounded in human information processing and decision-making architectures, informing human-in-the-loop control gates and exception handling in automated workflows.
Workforce & Organisational Dynamics: Studied behavioural change, institutional resistance, and organisational psychology, providing the analytical foundation for operational work redesign and enterprise AI enablement across non-technical teams.

Apr 2025 Certified Administrator at Salesforce

An industry-recognized credential validating expertise in configuring, managing, and maintaining Salesforce platforms. It demonstrates a strong capability to streamline business processes, manage user setups and security, build custom objects, reports, and dashboards, and maximize the efficiency of CRM solutions for organizational growth.

Jan 2026 Executive Certificate in AI Strategy and Product Innovation at MIT xPro

An advanced professional program focused on the intersection of artificial intelligence, strategic business management, and product development. It equips leaders with frameworks to identify high-impact AI opportunities, design AI-driven products, lead innovation initiatives, and ethically scale AI technologies to drive enterprise transformation.

SKills

AI GovernanceAmazon Web ServicesAnti Money Laundering & Counter Terrorism FinancingArtificial IntelligenceBusiness Process ReengineeringChange ManagementContinuous ImprovementData GovernanceDigital Business Transformationpayment operationsProcess Automationproject managementPython ProgrammingRegulatory Reportingrisk managementRobotics Process AutomationSalesforce AdministrationSettlementsSQL Query LanguageStakeholder managementTreasury Operation
IT Project Management

Experience

2025-04-01 to 2026-10-12 Digital Enablement Manager at OFX Group Limited (ASX: OFX)

• Owns process redesign and automation that released approximately 1,000 workhours per month sustained while the business absorbed 21% transaction growth; reports to the Global Head of Business Transformation.
• Built and deployed AI agents and skills as instruments of methods analysis and operational improvement, with human oversight remaining in the loop; brought governed solutions into production use across business domains.
• Authored and led delivery of an enterprise AI governance framework aligned to operational risk and AI management standards, taking it from authorship through executive endorsement to adopted policy.
• Strengthens operational controls, data integrity and management information; coordinates cross-functional delivery of process and system changes.

2024-02-01 to 2025-03-31 Digital Enablement Manager at OFX Group Limited (ASX: OFX)

• Delivered a COO-sponsored enterprise enablement mandate supporting post-merger integration of two acquired businesses and the new client platform programme across Commercial, Customer Service and Operations.
• Handed over line management of the settlement operations function on a planned basis and shifted focus to cross-functional process and operating-model work.

2020-05-04 to 2024-01-31 Continuous Operational Improvement Manager at OFX Group Limited (ASX: OFX)

• Line-managed a hybrid team of settlement operations staff plus automation delivery; built and sustained a production automation portfolio that carried 20–25% of Payment Operations workload.
• Redesigned settlement roles and processes to absorb growth and two acquisitions without proportional headcount increase; ran structured ROI assessment to sequence the improvement backlog.
• Built and deployed an intraday reconciliation solution in seven days during the 2021 meme-stock surge, absorbing more than 2,000 incoming client funds per day from a single partner.

2014-11-03 to 2020-04-30 Settlement Supervisor at OFX Group Limited (ASX: OFX)

• Led Hong Kong settlement operations, building operational discipline, controls and process foundations that later supported the continuous-improvement and automation programme.

2012-11-19 to 2014-10-31 Settlement Officer at OFX Group Limited (ASX: OFX)

– Executed multi-currency settlement, funding and reconciliation for cross-border client payments within a regulated environment, working to daily cut-offs across APAC counterparties.
– Investigated and resolved payment exceptions and non-matched funds, escalating through defined operational and compliance paths

2010-12-01 to 2012-11-16 Operations Associate at Forex Capital Markets (FXCM)

– Performed client due diligence, sanctions and AML screening and anti-fraud verification at onboarding for a global retail FX broker.
– Supported daily trading operations, account maintenance and client query resolution across a multilingual client base.