Experience

RHB Singapore

• Singapore
• Financial Services
• 200 - 300 Employee

• Customer Experience Manager

  • Mar 2021 - Present

  Customer Experience (CX): Established governance and monitoring of the CX program across omni-channels (contact centre, website, social media) for the Bank. Lead cross-functional teams and partnered with business stakeholders to improve CX processes by understanding the current processes and propose standardization or improvement initiatives to improve customer / stakeholder satisfaction. Feedback Management & Advocacy: Main liaison for regulators and mediation bodies i.e. MAS, FIDREC, CASE on case escalation and to resolve issues amicably with the Bank’s customers. Provided independent review and consultation to business units to ensure fair and efficient handling. Achieved complaint resolution within SLA of 14 days, despite a y-o-y increase in cases by 30%.Call Centre Management: Managed RHBSG Customer Contact Centre (CCC) to ensure the objectives of outsourcing are being achieved, and expected requirement of the outsourcing guidelines by MAS and Bank’s Group are complied with. Consistently achieved SLA of 100% for First Call Resolution, despite resource constraints due to COVID-19 management measures implemented at CCC. Communications: Managed internal and external communications through RHBSG Facebook page and Workplace by Facebook. Increased publishing frequency from once a week to 3-4 posts a week, and consistently exceeded monthly KPIs for page reach and engagement rate. Show less

• Project Analyst

  • Aug 2020 - Mar 2021

  MAS 610 project support

• Senior Talent Acquisition Specialist

  • Apr 2017 - Aug 2020

  Project Management: Ownership of end-to-end HR project management to implement an ATS system and an onboarding solution. Managed all aspects of project delivery, from planning to implementation, and drove timely execution the detailed project plan. The ATS system implemented contributed to a reduction of time-to-hire by 38%, by streamlining the approval and job posting processes, leading to higher efficiency in the talent acquisition team. The onboarding solution implemented reduced onboarding turnaround time by 50%, through automated workflows to allow candidates to complete their onboarding documentation online. Stakeholder satisfaction also increased by 30% in terms of logistics preparation for new joiner Day 1.RHBSG Internship: Increased the number of interns recruited by 19% (from 42 to 50) through active stakeholder management across business and support departments. Internal engagement with interns rose by 85.7%, through intern welcome lunches and certificate presentation closing ceremony. Communications: Point of contact for all HR announcements on internal communications platform, Workplace by Facebook. Planned and managed content calendar, prepared announcements to be posted and directed enquiries to relevant HR partners. Show less

• Secretary

  • Jan 2010 - Apr 2017

  • Primary point of contact for all internal and external correspondences in the Executive Office. Maintained high level of confidentiality of all appropriate communications and documentation. Coordinated cross-border and inter-departmental meetings, appointments and events. Arranged detailed business travel plans and itineraries with secretaries from regional offices. • Organized Senior Management meetings monthly. Prepared correspondences and meeting materials, and followed up on matters requiring attention. Effectively communicated and collaborated with business and support units to complete monthly reports and presentations. • Built strong partnerships with Finance and Procurement units to complete procurement and payment processing matters promptly. Show less



Prudential Assurance Company Singapore

• Singapore
• Financial Services
• 700 & Above Employee

• Financial Services Consultant

  • Aug 2007 - Dec 2009

  Consistently achieved monthly sales target to qualify for Summit Club in 2007 & 2008 Partnered with channel relationship managers to deliver superior client service through holistic financial planning Consistently achieved monthly sales target to qualify for Summit Club in 2007 & 2008 Partnered with channel relationship managers to deliver superior client service through holistic financial planning



TMP Worldwide

• United States
• Advertising Services
• 300 - 400 Employee

• Copywriter

  • May 2006 - Jun 2007

  Editor of “Personnelity” newsletter, a monthly online newsletter distributed to agency clients Crafted compelling copy for recruitment campaigns for clients such as Intel, HP and Certis Cisco Editor of “Personnelity” newsletter, a monthly online newsletter distributed to agency clients Crafted compelling copy for recruitment campaigns for clients such as Intel, HP and Certis Cisco