Head of Claims

• Jun 2021 - Present

SVP, Head Operations & Claims

• Jun 2018 - May 2021

As the core member of the operations and claims team, I manage a team of 12 direct reports consisting of Business Processing, Customer Service, Claims, Underwriting & Risks and Digital Innovation & Analytics Lab (IT). My remit covers across Operations Management, Claims Management, Customer Service Management, Underwriting & Risks Management, Digital Innovation & Analytics Lab Management and Data Protection I successfully lead and guided the IT team to launch the exclusive maid insurance on ECICS in-house Maid Insurance System for one of our insurance agents on 1 March 2019. Other key career highlights include but not limited to : • Leading the project for system consolidation (4 backend systems into 1 backend system). • Migration of email to the cloud (Office 365). • On-boarding of Medical TPA to ECICS maid insurance medical benefit. Business Processing, Claims and IT involvement in the project, which include system integration with TPA’s system. • Appointed as a Panelist discussing on topic Moving Claims into the 21st century at the Insurance Claims Management Conference APAC. • Robotic Processing Automation (RPA) for Motor between front-end and core system. • Robotic Processing Automation (RPA) for Foreign Worker Bond between front-end and core system. Show less

Head of Claims, Life & Non-Life

• May 2016 - May 2018

As Head of Claims, I managed a claims team consist of claims staff handling both Life and Non-Life claims as well as a large team of service providers, including a panel of Motor workshops, Motor assessors Investigators, loss adjusters/surveyors and lawyers and Third Party Administrators. Reporting directly to the Chief Operations Officer of FWD Singapore, I oversee the team ensure Turn-Around-Time for processing is met, and the loss ratio is managed to ensure the profitability of the business as well as supervise a team of 8 direct reports. In December 2017, involved in the conference, “Digital Transformation for Insurance” as a Roundtable Speaker, sharing on “Optimising Claims Efficiency & Experiences”. We were also shortlisted for 2 Claims Awards Asia-Pacific, (1) The Insurer Claims Team of The Year 2017 and (2) The Claim Innovation of The Year by The Claims Club Asia of POST Magazine. Our team was highly commended by the judging team of The Claims Club Asia of POST Magazine on our innovation. Show less

Head of Claims, Life & Non-Life

• Jan 2016 - May 2016

Head, Claims

• Feb 2008 - Dec 2015

I managed a claims team of 15 claims staff and a panel of Motor repairers, loss adjusters/surveyors and solicitors and oversee the team to ensure Turn-Around-Time for processing is met; the loss ratio is managed to ensure the profitability of the business. Key career highlights include but not limited to : • Shortlisted for 2 Claims Awards, (1) The Insurer Claims Team of The Year 2015 and (2) The Claim Innovation of The Year by The Claims Club Asia of POST Magazine. The event was held on September 2015 in Singapore. • Won The Claims Award for The Claim Innovation of The Year for the Year 2014 and was also shortlisted for The Insurer Claims Team of The Year 2014. Both awards were by The Claims Club Asia of POST Magazine. • Won The Claims Award for The Claim Innovation of The Year for the Year 2014. Show less