Experience

Prudential plc

• Hong Kong
• Financial Services
• 700 & Above Employee

• Regional Director, Customer Experience

  • Apr 2023 - Present

• Senior Director

  • Apr 2018 - Apr 2023

  Hong Kong

• Director

  • Mar 2013 - Mar 2018

  Hong Kong Lead and implement customer management strategy in key markets across Asia, including driving strategic initiatives such as Voice of Customer Program, Journey Mapping and Human-Centered Design Thinking which will equip the markets with the necessary knowledge and tools to drive continuous improvement in our customer experience.



Citi

• United States
• Financial Services
• 700 & Above Employee

• Vice President, Customer Experience, Regional Marketing, Asia Pacific

  • Aug 2008 - Feb 2013

  • Lead and implement new customer measurement strategy (Net Promoter Score) across all 12 markets in Asia, which include introducing the strategy, aligning and synchronizing the effort to ensure a smooth transition into the new customer metric. • Drive continuous improvement actions in customer service delivery through key learnings from both internal and external customer metrics.

• Vice President, Strategy & Branding, Regional Marketing, Asia Pacific

  • Sep 2007 - Jul 2008

  Alignment of branding guidelines for credit cards across Asia, which included the enhanced process on development of new card designs.

• Assistant Vice President, Strategy and Planning, Regional Marketing, Asia Pacific

  • Nov 2005 - Aug 2007

  Pioneer in setting up the Competitive Intelligence Unit, a relatively new area in Asia, across 11 markets in Asia.



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Portfolio Marketing Manager, Credit Cards and Personal Loans

  • Jun 2003 - Oct 2005

  Drove and managed all aspects of designated portfolio to maximize economic profit contribution, including: product innovation, acquisition strategy, developing marketing collaterals, tie-ups with external parties, portfolio management, brand management, risk compliance, identification of high-level system requirements and streamline key processes.

• Analyst, Process Re-design, Finance Change Program

  • Apr 2002 - May 2003

  Part of key team in the Finance Change Program which was a bank-wide initiative to migrate finance-related operations to a Finance Shared Service Centre (FSSC) in Chennai, India.



OCBC

• Singapore
• Banking
• 700 & Above Employee

• Assistant Vice-President, Management Information Services

  • Oct 1996 - Jan 2000

  Prepared business units' monthly profitability reports to facilitate decision-making process by senior management.



DBS Bank

• Singapore
• Banking
• 700 & Above Employee

• Assistant Manager

  • May 1991 - Aug 1996

  - Explored, reviewed and evaluated latest technologies. - Identified, translated and implemented users' requirements into banking systems - Led and managed a team of analyst programmers.