Experience

GREAT EASTERN

• Singapore
• Insurance
• 700 & Above Employee

• Manager of Business Support & Process Improvement

  • Apr 2021 - Present

  • Leading 12 staff to manage Employee Benefits operation process (including conducting customer due diligence screening, renewal terms, billing issuance)• Review and enhance existing process to improve the processing time to provide better customer experience to clients- Improve efficiency of the member movement team from 26% to 71% of cases within TAT with no increase in headcount- Improve the end-to-end TAT for New Business cases by up to 50% from original 28 working days - Improve the end-to-end TAT for Renewal cases by up to 53% from original 17 working days• Control and reduce the department operating cost – reducing the paper usage by propose and implement softcopy documents for trial bill & underwriting listing submission (internal) and e-billing to clients.• Corporate with RPA team in implementing Robotic Processing Automation for e-bill (PDF & Excel) to reduce the processing time, human intervention and error for e-bill preparation.

• Assistant Manager

  • Sep 2019 - Apr 2021

  • Team Leader of 4 to manage Employee Benefits operation process (including conducting customer due diligence screening, renewal terms, billing issuance)• Main Department Coordinator for Group Insurance Employee Benefit on Business Continuity Planning to conduct repeated end-to-end system testing and department BCP briefing annually- Manage the splitting of operation to multiple offsite and onsite locations to ensure unaffected productivity during Movement Control Order (MCO) • Subject Matter Expert (SME) to assist in implementing Robotic Processing Automation (RPA) on Employee Benefits operation process• Review and enhance existing system to increase market competitiveness (including writing User Requirement (UR), design test scenarios, review User Acceptance Test (UAT) results)• Maintain and update SOP for Employee Benefits operation process

• Associate Sales Support Group Insurance

  • Jun 2017 - Aug 2019

  • Responsible for setting up new and existing clients’ employee benefits in G400 system while analysing and fitting the customized benefits into the system within all system constraints • Issue bills and policy contract for all New Business, Renewal and mid-policy year changes• Report team productivity to HOD and Sales Team on a weekly basis to ensure service excellence and assist in tracking achievement of overall department sales target• Ensure complete processing of New Business and Renewal cases upon clients’ confirmation including follow up for incomplete submissions• Handle company background checks from screening high risk score directors to collecting information and reporting to Compliance department • Assist Account Managers to retain existing clients by prepare Renewal invitation and verify the accuracy of quotations • Resolve and coordinate all enquiries, escalations and complaints (walk-in, call-in and email) from clients, intermediaries (broker and agents), health maintenance organisation (MiCares and Asia Assistance Network) and internal Sales and Operations team



AIA Bhd.

• Associate

  • Aug 2014 - May 2017

  • Set up clients’ employee benefits in G400 and Compass system while analysing and fitting the customized benefits into the system within all system constraints • Chair meeting between Sales and Operations team to find the balance between customer request and system/process constraints• Lead system migration project for the Setup team to redesign and migrate all policies data from existing system to new system• Execute multiple projects including process improvement, streamlining of benefits during merger of AIA Bhd. and ING Insurance Berhad and implementation of a new common front end workflow system • Assist Underwriting team to create New Business and Renewal quotation during quarterly peak periods

• Sales Support

  • Dec 2013 - Jul 2014

  • Provide quarterly cost reporting and claim analysis to the entire Sales team• Resolve and attend to all enquiries, escalations and complaints (walk-in, call-in and email) from client HR and employees within the Direct Unit• On-ground support through helpdesks on a weekly basis at clients’ office – assisting on employees’ claim submission, enquiries and other benefit and process related issues• Arrange travel and accommodations for Sales Team meeting clients outside of Klang Valley• Complete permanent and ad-hoc administrative work including filing report and preparing presentation slides for Sales Team• Support in on-ground selling of new product launch to employees and process the applications received