Chong Yeong Shin
Service Excellence Lead at Etiqa Insurance Singapore- Claim this Profile
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Bio
Credentials
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Certificate in Product Ownership Analysis
IIBAJun, 2022- Nov, 2024 -
Data Modelling For Qlik Sense - Part 2
NTUC LearningHubDec, 2021- Nov, 2024 -
Data Modelling For Qlik Sense - Part 1
NTUC LearningHubOct, 2021- Nov, 2024 -
Robotic Process Automation - Beginner
NUS School of Continuing and Lifelong Education (SCALE)Aug, 2021- Nov, 2024 -
Businesa Analytics with Qlik Sense
NTUC LearningHubJul, 2021- Nov, 2024 -
Google Analytics for Beginners
Google Digital Academy (Skillshop)Jun, 2022- Nov, 2024
Experience
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Etiqa Insurance Singapore
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Singapore
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Insurance
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200 - 300 Employee
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Service Excellence Lead
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Feb 2022 - Present
• Contribute to Product Development and define system and process requirements to support the new products, perform impact analysis on existing current process and system and sign off business requirement document and test plans. • Establish User Acceptance Testing (UAT) test scenarios and execute UAT plans in accordance to the agreed timeline and specifications. Ensure quality of UAT for successful implementation to production. • Support operational activities by assisting users in… Show more • Contribute to Product Development and define system and process requirements to support the new products, perform impact analysis on existing current process and system and sign off business requirement document and test plans. • Establish User Acceptance Testing (UAT) test scenarios and execute UAT plans in accordance to the agreed timeline and specifications. Ensure quality of UAT for successful implementation to production. • Support operational activities by assisting users in resolution of production errors and liaising with IT & BA on proposed solutions. • Facilitate discussions with the business in order to gain insights into the processes and document the necessary rules and enhancement that are required. • Assess high-level solutions and provide suitable recommendations to business users. • Engage discussion with business users and key stakeholders to identify and prioritize necessary changes, ensuring that any gaps in business requirements are addressed without affecting the agreed-upon launch timeline. • Planning and monitoring of the Product Day 2 backlog items including scheduling, ensuring efficient monitoring of the project's progress and plans. Show less • Contribute to Product Development and define system and process requirements to support the new products, perform impact analysis on existing current process and system and sign off business requirement document and test plans. • Establish User Acceptance Testing (UAT) test scenarios and execute UAT plans in accordance to the agreed timeline and specifications. Ensure quality of UAT for successful implementation to production. • Support operational activities by assisting users in… Show more • Contribute to Product Development and define system and process requirements to support the new products, perform impact analysis on existing current process and system and sign off business requirement document and test plans. • Establish User Acceptance Testing (UAT) test scenarios and execute UAT plans in accordance to the agreed timeline and specifications. Ensure quality of UAT for successful implementation to production. • Support operational activities by assisting users in resolution of production errors and liaising with IT & BA on proposed solutions. • Facilitate discussions with the business in order to gain insights into the processes and document the necessary rules and enhancement that are required. • Assess high-level solutions and provide suitable recommendations to business users. • Engage discussion with business users and key stakeholders to identify and prioritize necessary changes, ensuring that any gaps in business requirements are addressed without affecting the agreed-upon launch timeline. • Planning and monitoring of the Product Day 2 backlog items including scheduling, ensuring efficient monitoring of the project's progress and plans. Show less
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HSBC
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United Kingdom
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Financial Services
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700 & Above Employee
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Vice President - Policy Servicing
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Jan 2019 - Feb 2022
• Leading policy services department, oversee day to day policy servicing operations and ensuring smooth day to day operation of all Policy Servicing processes. • Ensure policy services processes are fully compliance with regulatory requirements and adherence to agreed service levels. • Manage system related support on policy servicing matters, delivering system related enhancements in support of product launches, new process or streamlining the policy servicing process to bring… Show more • Leading policy services department, oversee day to day policy servicing operations and ensuring smooth day to day operation of all Policy Servicing processes. • Ensure policy services processes are fully compliance with regulatory requirements and adherence to agreed service levels. • Manage system related support on policy servicing matters, delivering system related enhancements in support of product launches, new process or streamlining the policy servicing process to bring efficiency and optimization to cost and processes. • Prioritize objective and implement strategies that focus on improving policy servicing experience and mitigating risks as determined by the company strategic goals. • Planning, deploying and managing team resources for policy servicing day to day BAU tasks, projects and any ad hoc engagement. • Provide training and mentorship as needed for staff to grow.
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Assistant Vice President - Policy Servicing
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Jan 2018 - Dec 2018
· Ensure smooth operation of all Policy Servicing processes, full compliance with regulatory requirements and adherence to agreed service levels. · Oversee and manage the Policy Servicing offshore team and ensure smooth operations of the team · Review and monitor erroneous transactions and identify areas for process improvements or retraining to the team · Handle complaints from customers on Policy Servicing transactions · Handle emails and enquiries from Customer Service and… Show more · Ensure smooth operation of all Policy Servicing processes, full compliance with regulatory requirements and adherence to agreed service levels. · Oversee and manage the Policy Servicing offshore team and ensure smooth operations of the team · Review and monitor erroneous transactions and identify areas for process improvements or retraining to the team · Handle complaints from customers on Policy Servicing transactions · Handle emails and enquiries from Customer Service and offshore Policy Servicing team · Update Standard Operating Procedure and coach the processing team · Assist to support audits and control testing on Policy Servicing functions · Assist to provide user requirements and perform User Acceptance Test for system defects and system enhancements · Support ad hoc projects and coordinate user testing when needed. · Co-ordinate and support activities including customer communications.
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Manager - Policy Servicing
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Nov 2016 - Dec 2017
· Ensure smooth operation of all Policy Servicing processes, full compliance with regulatory requirements and adherence to agreed service levels. · Oversee and manage the Policy Servicing team and ensure smooth operations of the team · Review and monitor erroneous transactions and identify areas for process improvements or retraining to the team · Handle complaints from customers on Policy Servicing transactions · Handle emails and enquiries from Customer Service and offshore… Show more · Ensure smooth operation of all Policy Servicing processes, full compliance with regulatory requirements and adherence to agreed service levels. · Oversee and manage the Policy Servicing team and ensure smooth operations of the team · Review and monitor erroneous transactions and identify areas for process improvements or retraining to the team · Handle complaints from customers on Policy Servicing transactions · Handle emails and enquiries from Customer Service and offshore Policy Servicing team · Update Standard Operating Procedure and coach the processing team · Assist to support audits and control testing on Policy Servicing functions · Assist to provide user requirements and perform User Acceptance Test for system defects and system enhancements · Support ad hoc projects and coordinate user testing when needed. · Co-ordinate and support activities including customer communications.
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Prudential Assurance Company Singapore
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Singapore
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Financial Services
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700 & Above Employee
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Associate Manager - IT Business Analyst
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Nov 2014 - Nov 2016
• Serves as the liaison and the reference point between the business and the technical analyst in making sure the requirements are clearly understood and translated to the functional requirements. • Responsible to analyze processes and best practices among work-streams to ensure the system is delivered with maximize synergies, quality and efficiencies. • Support product delivery manager closely in areas requiring systems and business domain knowledge • Write user stories along with… Show more • Serves as the liaison and the reference point between the business and the technical analyst in making sure the requirements are clearly understood and translated to the functional requirements. • Responsible to analyze processes and best practices among work-streams to ensure the system is delivered with maximize synergies, quality and efficiencies. • Support product delivery manager closely in areas requiring systems and business domain knowledge • Write user stories along with acceptance criteria adopting best practices • Conduct prioritization with product owner • Perform sprint planning for Day 1 product launch scope and also day 2 • Walkthrough user stories and acceptance criteria with developers and testers to ensure accurate understanding. • Write test plan and test scenario (testing will be executed by separate team) • Review test results and participate in defect triage • Sign off SIT for new product release • Obtain UAT sign off for deployment into production Show less • Serves as the liaison and the reference point between the business and the technical analyst in making sure the requirements are clearly understood and translated to the functional requirements. • Responsible to analyze processes and best practices among work-streams to ensure the system is delivered with maximize synergies, quality and efficiencies. • Support product delivery manager closely in areas requiring systems and business domain knowledge • Write user stories along with… Show more • Serves as the liaison and the reference point between the business and the technical analyst in making sure the requirements are clearly understood and translated to the functional requirements. • Responsible to analyze processes and best practices among work-streams to ensure the system is delivered with maximize synergies, quality and efficiencies. • Support product delivery manager closely in areas requiring systems and business domain knowledge • Write user stories along with acceptance criteria adopting best practices • Conduct prioritization with product owner • Perform sprint planning for Day 1 product launch scope and also day 2 • Walkthrough user stories and acceptance criteria with developers and testers to ensure accurate understanding. • Write test plan and test scenario (testing will be executed by separate team) • Review test results and participate in defect triage • Sign off SIT for new product release • Obtain UAT sign off for deployment into production Show less
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GREAT EASTERN
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Singapore
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Insurance
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700 & Above Employee
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Assistant Manager - Operations Support
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Oct 2011 - Oct 2014
• Play the role as test support lead for testing activities as administered under FPMS, GMBS and Life Asia system. • Evaluate and initiate proposal for enhancement to business processes arising from new product or revised product requirement and/or process changes. • Plan, coordinate, supervise and support User Acceptance Testing of new product and system enhancement. • Evaluate and monitor system defects fixing status with rectification and solution in for minimal impact to daily business… Show more • Play the role as test support lead for testing activities as administered under FPMS, GMBS and Life Asia system. • Evaluate and initiate proposal for enhancement to business processes arising from new product or revised product requirement and/or process changes. • Plan, coordinate, supervise and support User Acceptance Testing of new product and system enhancement. • Evaluate and monitor system defects fixing status with rectification and solution in for minimal impact to daily business processing. • Ensure system functional specification and user training materials for system are updated as per enhancement. Perform internal quality audit on core system. Conduct MIS data extraction to support business reporting and statistical analysis’s. • Setting AS/400 table parameter for SIT and UAT for new product and system enhancement. • Creating QTP script to support work automation for manual business processes. Show less • Play the role as test support lead for testing activities as administered under FPMS, GMBS and Life Asia system. • Evaluate and initiate proposal for enhancement to business processes arising from new product or revised product requirement and/or process changes. • Plan, coordinate, supervise and support User Acceptance Testing of new product and system enhancement. • Evaluate and monitor system defects fixing status with rectification and solution in for minimal impact to daily business… Show more • Play the role as test support lead for testing activities as administered under FPMS, GMBS and Life Asia system. • Evaluate and initiate proposal for enhancement to business processes arising from new product or revised product requirement and/or process changes. • Plan, coordinate, supervise and support User Acceptance Testing of new product and system enhancement. • Evaluate and monitor system defects fixing status with rectification and solution in for minimal impact to daily business processing. • Ensure system functional specification and user training materials for system are updated as per enhancement. Perform internal quality audit on core system. Conduct MIS data extraction to support business reporting and statistical analysis’s. • Setting AS/400 table parameter for SIT and UAT for new product and system enhancement. • Creating QTP script to support work automation for manual business processes. Show less
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Education
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2007 - 2007
Sheffield Hallam University
Bachelor of Arts with Honours, Banking and Finance -
2005 - 2007
Tunku Abdul Rahman University College
Advanced Diploma in Business Studies, Banking & Finance
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