I joined HSBC Amanah Takaful on 1st October 2006. My role is to support our business partner, Insurance Centre of Excellence (ICoE), which is part of HSBC Global Resourcing. I graduated with a Bachelor degree in Business Administration. Prior to joining HSBC Amanah Takaful, I was in Sales and Marketing and then moved into Customer Service.

Although I'd never thought of being in customer service, I've certainly learned a lot along the way. I started by managing a team of customer service representatives. My job was full of challenges, not to mention managing customers' expectations and grievances - as the saying goes "the customer is always right". Now, being at HSBC Amanah Takaful has given me a different kind of exposure and learning while also handling daily operations and customers' feedback on our products and services.

My responsibilities centre on strategising and planning the services provided by our business partner, as well as driving service quality and turnaround time on our own services. I am also responsible for deploying operational processes, providing the right tools for implementing a quality service and reviewing internal/external escalated queries, complaints and resolutions.

The greatest part of my learning at HSBC Amanah Takaful has been the opportunity to work with colleagues who are from different parts of the world with different experiences, cultures and backgrounds. They are talented, motivated and energetic individuals. Of course, in a new company like ours, it's normal to also face challenges when dealing with people who have different expectations and their own working style. Still, I believe that the Group's "Joined Up" campaign is helping us succeed in developing a team that consistently works to achieve the Company's vision. In fact, barely less than two years since we first set-up, I can already see a vast improvement in inter-departmental relationships and the partnership shown among staff at HSBC Amanah Takaful.

The other aspect of what I like most about the Company is the priority it gives to staff welfare and career development. The emphasis of a balanced work-life culture and the development of human capital have further improved the employee-employer working relationship. This has also translated into higher employee productivity and inspired each of us to be more enthusiastic in serving customers and making HSBC Amanah Takaful "The Best Place to Work".

Looking to the future, I hope to continue learning new things so that I can keep up with the dynamism of the insurance business and help take HSBC Amanah Takaful to greater heights, particularly in the Islamic Takaful market. At the end of the day, my mission is to make "Life Worth More" for all stakeholders of the HSBC Group.