Director Business Transformation

• Sep 2020 - Present

I am leading StarHub's Business Transformation within the ambitious 5-year programme initiated in 2020 to digitalise the company. I am leading StarHub's Business Transformation within the ambitious 5-year programme initiated in 2020 to digitalise the company.

Group General Manager, Digital Transformation Programme Director

• Jul 2016 - Jun 2020

As part of both the Assistance Business and the Technology executive leadership teams, I take part in deciding the strategy that I then drive and enable with the business and IT teams. Responsible for the optimal performance of our Operations teams, I am also an initial and core team member of the digital transformation 3-year programme ($15-20m), which is under way to overhaul and further integrate our service delivery capabilities for the benefit of our members and clients. We celebrated our successful first phase with the new digital platform and the launch of LiveChat under my lead, which enhances the experience of our current 1.5m App members and established our new digital platforms and teams.The Assistance Business Line represents more than half of the Group’s business and is its core growth engine. Since summer 2016, my role expanded to also join the newly appointed Group CIO’s ExCo as part of a major investment in IT and its further business partnership enablement. I report to the Group Director of Assistance and the Group CIO. Show less

General Manager Assistance Programmes and Business Applications

• Jul 2013 - Jun 2016

Leading long term and large scale transformation programmes across our Assistance business, made up of 27 Assistance Centres.With technology as a key enabler, I was also responsible for the design, delivery and support of technological solutions, supported by $2.5m of capex and a team of project managers.I was offered to join our Group Director of Operations' new management team when he was promoted to the role in 2013. This came as part of a transformation from an Operations function to a comprehensive business line with P&L responsibility, including our digital travel risk mitigation vertical.Achievements:• reduced annual investments in legacy Business Applications from an initial $2.5m to $150k over a 4-year period to enable the redirection of investment to the digital transformation, while achieving operational stability by bringing incidents down 4-fold.• completed a 3-year programme to assess and review information security of the Assistance Business Line and improve our organisation, processes and technology appropriately. Show less

General Manager, Global Shared Services

• May 2010 - Jun 2013

I set up and centralised the Group’s back office capabilities in Finance and IT, as well as Operations and Sales - a business unit of 200 staff representing $10m/year of G&A recharged by service fee to the internal customers.From 3 initial large-scale projects in Europe, Asia and across the US and Singapore, I eventually took the full P&L responsibility of service delivery centres (run), supported by a build team of project management and process ownership.This role spanned the entire spectrum of business unit creation and management, including the design of the pricing, costing models, P&L, financial analysis, service catalogue, KPI and SLA build and run, job profiling, recruitment and talent management.I am particularly proud of the quality of service achieved over the years, and of having successfully transitioned Shared Services from setup to stable delivery and eventual management handover. The recovery from an early staff turnover greater than 50% to levels below 15% was a highlight as we built a robust and motivated team.I successfully saw through the funding support obtained from Singapore's Economic Development Board and set Global Shared Services on the path to an eventual financial breakeven through close relationships with the locations and innovative pricing and costing strategies.Finally, I developed robust knowledge of the shared services industry, from joining conferences to becoming a panelist, speaker and judge. Show less

General Manager, Group Finance Projects

• Oct 2006 - May 2010

Managed a team of 7 Project Managers in charge of $500k/year of capex.Led large-scale projects in billing, working capital and across other functions.Awarded Group CFO Finance award and promoted to General Manager within first year

Group Finance - Projects Manager

• 2005 - Oct 2006

Delivered the largest internal project ($6.5m) to design and implement new applications for our Assistance business across EMEA as a Finance lead, and across the Group for client and internal reporting

Business Process and Training Manager, Northern Europe

• 2003 - 2005

Led the company’s largest contract implementation until 20-man strong team in place. Setup and management of a team of 5, providing operational support to a delivery platform of over 100 staff

Business Process and Integration Manager, Northern Europe

• Aug 2002 - 2003

Business Analyst / Project Manager

• 2000 - 2001

Managed the implementation of the financial module of a service ERP, including process mapping, configuration, application integration, training and reporting to the Board Managed the implementation of the financial module of a service ERP, including process mapping, configuration, application integration, training and reporting to the Board

Manager

• 1999 - 2000

Project selection and consulting for start-ups and dotcoms, including strategy, business plan, financial modeling, marketing, and presentation to venture capitalists Project selection and consulting for start-ups and dotcoms, including strategy, business plan, financial modeling, marketing, and presentation to venture capitalists

Deputy Chief Representative, Jakarta

• Oct 1997 - May 1999

Worked on Export Credit and Correspondent Banking, and on the budget and management of the bureau 6 months into the role, further to the departure of the Chief Representative Worked on Export Credit and Correspondent Banking, and on the budget and management of the bureau 6 months into the role, further to the departure of the Chief Representative