Lie Yohanes Santoso Bahari

• Project Management Professional (PMP) certified with 16+ years of experience in project management, call center operations, digital banking, and service transformation. Skilled in leadership, managing up to 40 direct reports, and driving successful outcomes.
• Tech-savvy MBA graduate known for delivering excellent service and ensuring high customer satisfaction. Strong people management skills combined with technical expertise.
• Creative and goal-driven problem solver with a strategic mindset. Collaborative team player with exceptional interpersonal skills and a track record in designing effective operating models.
• Certified Financial Planner (CFP) passionate about finance and integrating financial expertise into business success.

Jan 2020 – Present       VP – Corporate Banking (Wholesale) Service Delivery Head

                                 DBS Bank Indonesia

Key Responsibilities:

• Providing end-to-end solutioning for corporate banking digital improvements, including product proposition (cash management, channel – API, trade), financial (budgeting), operational efficiency (loan, account services, securities & fiduciary), servicing support (call centre), data analytics (customers’ trend analysis), and people development (training).
• Strengthen collaboration among Business, Product, Sales, Risk, Compliance, Operation and Technology teams for various digital projects, business expansion, incident management, vendor management and reporting (single point of contact).
• Leading transformational projects which involve BODs and regulator (BI/OJK), such as: BI-FAST ($7millions), Corporate Call Centre Premier Service Unit, and Operation Business Continuity Plan (BCP) readiness.

Key Achievements:

• Launched BI-FAST in various digital channels (API, Internet Banking, Mobile Banking, Host-to-host) for both corporate (wholesale) and consumer (retail) banking.
• Implemented corporate banking loan operation workflow, enhanced account opening process, and initiated servicing demand management, resulting in 15% operation resource optimization.
• Reduced 90% fax incidents by improving fax system and collaborating with telco providers, automated RTOL switcher report, and launched 24/7 corporate banking call center.

Awards & Role Expansion:

• Asian Technology Excellence Awards for Digital Banking (BI-FAST), Asian Busines Review [2023]
• Expanded role from "Corporate Banking Service Delivery" Manager to Head [Jul’23]
• DBS Global Transaction Service Award – best transformation project (BI-FAST) [2022]
• DBS High Potential Leader - Leadapreneur (innovation) program - Top 3 in Indonesia [2020]

Jul 2014 – Dec 2019     VP - Service Improvement Head (Project, MIS, and Demand Management) – Deputy of Call Centre Head

                                 DBS Bank Indonesia

Key Responsibilities:

• Managed call centre system and process improvement projects, MIS reporting, data analytics, financial, and demand reduction (calls, chats & emails) through various initiatives.
• Had been exposed in managing mega-size projects, service transformation, big data analysis, workforce management, people development, hiring, digital banking servicing operation, people engagement, & service delivery management (BPO vendor management).
• Supported various Personal Banking & Wealth Management (retail) business expansion initiatives, such as: credit card, cash line, personal loan, Digibank mobile banking.

Key Achievements:

• Launched a $5millions automation project with 10 STPs (Straight Through Processing), generating more than 30 resource savings.
• Successfully led $14millions DBS & ANZ call centre integration project, which involved 300+ staffs hiring, 500+ staffs training, 188 new credit card and cash line processes, 4 new premises, resource planning & various key enablers development (iServe - single sign on system, dynamics IVR, knowledge portal, etc).
• Pioneered in setting up ID corporate banking call centre, mainly to lead enabler (system & process) improvements.
  • Attained “Top Rating” performance [2016, 2018, 2019]

Performance Rating & Promotion:

• Promoted to Assistant Vice President [2016] and Vice President [2019]

Awards:

• DBS Gandalf Silver Award – most innovative project (iServe), best transformation team [2019]
• DBSI WeTQ (Innovation) Award [2019 & 2018]
• Platinum (1st winner) & Gold (2nd winner) of The Best Contact Centre (ICCA) Award as “Best Reporting Teamwork” [2019] & “Best Technology Innovation” [2016]
• DBSI T&O Innovation award – most innovative projects [2016]
• DBSI T&O Risk Story contributor – top risk awareness contributor [2016]
• SPOT award as DBSI Agent of change (top 10% individual contributor) [2016 & 2015]
• Joyful award as DBSI Best “Making Banking Joyful” contributor (only 3 DBSI staffs were awarded) [2015]

Feb 2011 – Jun 2014    Senior Associate - Regional Corporate Banking Project Manager

                                 DBS Bank Singapore

Key Responsibilities:

• Became regional contact point in implementing corporate banking call centre infrastructure improvement projects in 6 regional countries (Singapore, Hong Kong, Indonesia, India, China, & Taiwan).
• Initiated and led various SG corporate banking call centre improvement projects.
• Conducted user training, performed User Acceptance Testing (UAT), assisted testers on Live Verification (LV), and created complex UAT/LV testing scenarios.

Key Achievements:

• Successfully led $2 millions SG call centre relocation project, which comprises of complex infrastructure setup, systems migration and 400 staffs relocation, less than a year timeline.
• Streamlined 4 existing corporate banking call centre internal hotlines into single hotline to maintain single point of contact to support Relationship Managers (RMs).
• Pioneered in setting up SG corporate banking call centre, mainly to lead enablers (system & process) improvements.

Performance Rating & Promotion:

• Attained “Top Rating” performance & Promoted to Senior Associate [2013]

Awards:

• “The Most Creative Idea” award – Corporate Banking Fax Forwarding project [2013]
• “Monthly Story Improvement board” publisher – Regional Corporate Banking Customer Service Intranet Portal project [2012]

May 2010 – Jan 2011    Project Manager (Consultant)

                                 Edgilis Pte. Ltd, Singapore

                                 PT. Gemalto Smart Cards, Jakarta - Indonesia

• Led and managed EMV Key Management national migration project to enhance the security of ATM cards for all banks in Indonesia (from magnetic stripes to EMV chips technology).
• Established national-wide standard policy and guidelines for the EMV key migration with the agreement of Central Bank of Indonesia (BI) and 3 participating pilot banks (Bank Central Asia, Bank Mandiri, and Bank Permata).
• Gathered requirements, conducted feasibility study, and finalized implementation approach together with Forum (Indonesia’s switching companies), Central Bank of Indonesia and three pilot banks, and matched the requirements with the necessary local context (customization).

Dec 2008 - Dec 2009    Project Coordinator (Treasury Migration Advisor)

                                 Bank of America Merrill Lynch, Singapore  

• Successfully led the migration project for India clients with 100% completion rate identified by migration control centre during project closure.
• Effectively handled and conducted various setup, testing and training in Treasury Banking Payment System for multi-national clients.
• Effectively managed client expectations, change requests, and provided one-day issue resolutions for almost all cases.
• Ensured that the team deliver high-quality deliverables with 0% defect and verified the deliverables with the defined project requirements (scope, quality, cost, and schedule).

Aug 2007 – Nov 2008   System Analyst 

                                 Synergix Technologies Pte Ltd, Singapore

Synergix Technologies is an ERP Software provider and an Advance Business Partner of IBM

• Had analyzed complex business process and translated requirements and design specifications to program codes (ERP System) with specialty in Financial module (Account Receivable, Account Payable, General Ledger, etc).
• Effectively led, supervised and managed Quality Assurance, Quality Control, and System Developer team in India virtually.
• Maintained existing applications (ERP System) and ensured that project change requests are attended to and closed within a specified time and according to specifications. 
• Conducted user training for various clients in Singapore, Malaysia, and Indonesia.

Jan 2006 – Dec 2006    Programmer (Software Developer)

                                 PT. Artindo Design Surabaya - Indonesia

Artindo Design is an IT company, subsidiary of PT. Gudang Garam TBK, the world’s top ten largest cigarette manufacturers

• Successfully developed comprehensive database software (Hotel, Gas Station, Supermarket, Inventory, etc) and conducted user training for various clients.
• Did troubleshooting technical problems, installation of hardware and software.
• Effectively managed customer expectation, gathered clients’ requirements, resolved day-to-day issues and provided good customer services to difficult and unhappy customers.

Education 

Apr 2007– Mar 2009     MBA - Master of Business Administration (Entrepreneurial Management)

                                 ERC Institute, Singapore

Jun 2001 – Dec 2005    Bachelor of Information System and Computer Engineering

                                 Sekolah Tinggi Teknik Surabaya – STTS, Indonesia 

License and certification 

Apr 2022                     ICP-APM (ICAgile Certified Professional – Agile Project and Delivery Mgmt.)

Jan 2022 - Jan 2024     CFP (Certified Financial Planner)

Mar 2010 - Mar 2019    PMP (Project Management Professional)

Professional development

Apr 2022                     ICP-APM (ICAgile Certified Professional), SoftEd, Singapore

Oct 2021                     CFP (Certified Financial Planner), Universitas Indonesia

May 2013                    National Achievers Congress (Finance and Investment), Singapore

Aug 2009                    PMP (Project Management Professional), Singapore

Mar 2009                    Wealth Management Academy (Finance and Investment) 

                                 Adam Khoo Learning Technologies, Singapore