Manager, NS Enforcement

• Nov 2020 - Present

● Product Management: Worked with multiple stakeholders as part of the Project Management Team of the development of in-house bespoke system for enforcement purposes through agile development in multiple releases. ● Customer Analytics: Review multiple processes with data insights to better prevent offences committed against the Enlistment Act, resulting in substantial reduction of over 20% in Enlistment Act offenders while protecting organisational interests. ● Enforcement and Prosecution: Oversee and review the enforcement and prosecution process of offenders of the Enlistment Act and Regulations including timely conclusion of investigations and liaising with other government agencies to ensure a smooth prosecution of offenders. ● Policy Formulations: Conducted 3 high impact reviews on the relevant NS policies as well as the Enlistment Act with the relevant stakeholders to ensure they remain current and relevant in the present context. ● Customer Relationship Management: Managed CRM systems and provide clarity to the members of public. Regular reviews are also conducted with the assistance of data to make changes to work processes such that certain types of enquiries can be reduced. Show less

Senior Systems Officer, (Systems Management)

• Nov 2019 - Nov 2020

● Product Management: -Managed the waterfall development of TradeNet 2.0, a system under Singapore Customs for trade declarations through the review of multiple requirement specifications documents.-Manage product specifications creation process in consultation from key stakeholders.-Manage complex, cross-functional products and lead the delivery process of these products (Requirement Specifications, User Acceptance Test, Releases)● Collaborations with overseas partners: -Worked with other government agencies and foreign governments including US and China to digitalise B2G and G2G functions required for trade declarations● Customer Relationship Management:-Manage the CRMs to address enquiries in a timely and effective manner-Conducted a review to explore the use chatbots to better manage enquiries through machine learning. Show less

Senior Intelligence and Investigation Officer, Team Leader

• Sep 2016 - Nov 2019

● Leadership-Led and managed a team of officers to provide intelligence support, conduct surveillance and investigations to suppress duty evasion and syndicated smuggling-Led a working group to detect online sellers of duty unpaid products on multiple e-commerce and messaging platforms through use of pattern of speech and searching of keywords.● Review of work processes- Conducted Standard Operating Procedures (SOP) reviews to streamline procedures that resulted in smoother investigation processes● Procurement-Conducted procurement for services that facilitates enforcement efforts in targeted areas● Collaboration with overseas partners-Represented Singapore Customs for international law-enforcement seminar targeted at anti-smuggling in China-Participated in joint enforcement agencies operations and meetings to combat smuggling-related crimes Show less

Process Engineering Intern

• Jan 2015 - Jun 2015