TRAN LE MAI PHUONG
Ho Chi Minh City
Summary
Senior Risk & Control professional with 14+ years of experience across banking and technology environments, specialising in operational risk, risk governance, control frameworks, obligations, business process improvement and risk culture. Currently an Associate Director leading Risk & Control for NAB Vietnam’s technology centre, with experience establishing first-line risk capability, strengthening governance, advising business stakeholders and embedding practical risk management across technology delivery. Combines strong banking risk expertise with hands-on business and operations experience, partnering across Business, Risk, Compliance, Audit and senior stakeholders to translate risk requirements into practical and sustainable outcomes.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Associate Director, Risk & Control (Divisional Control Office)
NATIONAL AUSTRALIA BANK – VIETNAM SOFTWARE DEVELOPMENT CENTRE
01.2022 - Current
- Established and lead the first-line Risk & Control function for the Vietnam technology centre, aligning operational risk management activities with the NAB Group framework.
- Developed and embedded local risk management practices, including risk profiles, control setup and management of local obligations aligned with Group Compliance Policy.
- Lead risk governance activities across the centre, including risk management forums, local and Group risk papers, policy alignment, assurance coordination and audit activities.
- Partner with business and technology teams to identify key risks, strengthen controls, address obligations and improve processes while supporting effective business delivery.
- Provide risk advisory and challenge to business units on control design, process improvement, obligation compliance and business efficiency.
- Lead initiatives to uplift risk culture and strengthen speaking-up behaviours across the centre.
- Coordinate engagement across business stakeholders and Group functions to support consistent risk management and governance.
- Key Achievement: Star of the Year Award – 2024
Business Operational Risk Manager
STANDARD CHARTERED BANK VIETNAM LIMITED
10.2016 - 01.2022
- Led operational risk management across Retail Banking, covering risk identification, assessment, monitoring, control and mitigation.
- Implemented risk management processes by understanding business activities, identifying gaps and developing appropriate checks and controls across business lifecycles, aligned with Group standards and Board Risk Appetite.
- Performed control assessments to validate staff and process compliance with Group procedures and local regulatory requirements.
- Contributed to successful outcomes across Group Internal Audit, Country Audit, regulatory and external audit reviews.
- Led and participated in Group and local initiatives, working across functions to embed effective risk management practices.
- Conducted investigations into staff misconduct and operational incidents, preparing investigation reports and partnering with HR and Business Heads on appropriate disciplinary actions.
- Delivered risk communications and awareness activities to strengthen risk culture and reinforce key risk messages.
Manager / Assistant Manager / Senior Client Experience Executive, Client Experience
STANDARD CHARTERED BANK VIETNAM LIMITED
07.2012 - 10.2016
- Supported the Head of Client Experience in driving and enhancing service quality across multiple customer touchpoints within Retail Banking.
- Re-engineered processes to improve operational efficiency, client experience and compliance with Group policies; delivered related training to relevant departments.
- Analysed turnaround time and process performance across retail banking products, including current account opening, personal loans, mortgage loans and credit card approval.
- Performed assurance over complaint handling and call centre processes and managed associated service quality reporting to Group and local stakeholders.
- Maintained departmental operating instructions and led the annual NPS survey and associated improvement activities.
- Led service initiatives including call-centre customer satisfaction and service guarantees, as well as social engagement activities.
- Key Achievements: Outstanding Staff Performance Awards – Q3 2021, Q4 2020, Q2 2019, Q1 2015 and Q2 2013; CEO Values Award – Q1 2014.
Education
Master’s Degree in Business Administration -
Centre Franco-Vietnamien de formation à la Gestion (CFVG)
Bachelor’s Degree in Business Administration -
Industrial University of Ho Chi Minh City
Bachelor’s Degree in English Linguistics and Literature -
University of Social Sciences and Humanities
Professional Banking Fundamentals -
FINSIA
Skills
- Risk and control leadership
- Operational risk management
- Risk governance
- Control frameworks
- First-line risk management
- Compliance and obligations
- Stakeholder management
- Risk culture and advocacy
- Audit and assurance
- Process improvement
- Business analysis
- Banking operations
Certification
- Certified Internal Auditor (CIA), The Institute of Internal Auditors, 2025-01-14
- AWS Certified Cloud Practitioner, Amazon Web Services Training and Certification, 2024-06-03
Custom Section
1988-01-25
Additional information
- Operational Risk Management
- Risk & Control
- Governance
- Controls
- Obligations
- Process Improvement
- Risk Culture
Timeline
Associate Director, Risk & Control (Divisional Control Office)
NATIONAL AUSTRALIA BANK – VIETNAM SOFTWARE DEVELOPMENT CENTRE
01.2022 - Current
Business Operational Risk Manager
STANDARD CHARTERED BANK VIETNAM LIMITED
10.2016 - 01.2022
Manager / Assistant Manager / Senior Client Experience Executive, Client Experience
STANDARD CHARTERED BANK VIETNAM LIMITED
07.2012 - 10.2016
Master’s Degree in Business Administration -
Centre Franco-Vietnamien de formation à la Gestion (CFVG)
Bachelor’s Degree in Business Administration -
Industrial University of Ho Chi Minh City
Bachelor’s Degree in English Linguistics and Literature -
University of Social Sciences and Humanities
Professional Banking Fundamentals -
FINSIA