Digital Engagement Specialist

• Jun 2023 - Present

Director (APAC Consulting)

• Apr 2022 - Feb 2023

Project Manager for Global Family Office project focusing mainly on business development by working closely with Market Pod leads to define short term and long term goals with the aim of increasing efficiencies within the division Project Manager for Global Family Office project focusing mainly on business development by working closely with Market Pod leads to define short term and long term goals with the aim of increasing efficiencies within the division

VP (CX & Digital, Group Business Banking)

• Jun 2019 - Apr 2022

Member of the Group Transformation Team - designs channel transition strategy to focus on self-service capability to combat against the Virtual Banks - customer journey mapping and experience management (incl. customer expectation via customer research etc.) - stakeholder engagement across various units (e.g. product, technology, credit, legal etc.) - new way of working with agile methodology in requirements gathering, user testing, mock-up screens development via various sprints Customer Experience - works closely with the regional team (Singapore, Malaysia and Indonesia) in designing the Top Down and Bottom Up NPS measures for management reporting and ongoing process/digital improvements Beyond Banking - leads the design and development of beyond banking services with partners to offer various value adding services for our customers (e.g. Google My Business for SMEs) Show less

Project Manager (Advisory)

• Mar 2017 - Apr 2019

Notable Projects: (i) Design Thinking - Lead for Design Thinking workshops to train selected Marketing Department staff in developing new targeted marketing ideas/ campaigns via Design Thinking methodologies - Facilitated firm-wide Design Thinking Training with participants across ASEAN (ii) New city development - Key workstream lead for the development of an overarching vision for a new city to be developed within the ASEAN region. Key activities include: (a) Conducted benchmarking analysis across various global cities from various perspectives including economy, infrastructure, environment, living, talent and government partnership; (b) Facilitated series of 1-on-1 engagements with the key Principals of the organisation; (c) Planned and developed a strategic vision for the future city (e.g. building frameworks, setting key guiding principles etc.); (d) Designed a whole new set of organisation structure (with high-level job description) for the development of a ‘new separate entity’ for the organisation, with the aim to build and run the city. - Key workstream lead for the development of high-level stakeholder engagement plan. Key activities include: (a) Conducted series of interviews with key internal stakeholders and facilitated various discussions between the Project Team members with the client; (b) Mapped a comprehensive list of key external stakeholders to be engaged during the later phase of the project and developed a high-level stakeholder engagement plan for the client. - Key PMO workstream lead in coordinating 4 different workstreams with over 30 internal stakeholders to ensure timely delivery. (iii) User Experience Enhancement - User Experience Lead in assisting client in forming various user archetypes. Key steps taken include validating the existing Personas through Voice of Users’ information gathering followed by user journeys formation. Show less

Operations & Technology

• Jul 2016 - Mar 2017

Special assistant to the Head of Group Technology Services, focusing in the development of improvement plans for key business units to drive greater operational excellence. Key roles include: (i) supporting HoDs in identifying key operational gaps and recommending solutions for improvement (e.g. streamlining existing BAU processes, performance metrics etc.) (ii) facilitating sessions between HoDs and the working teams (iii) providing guidance to the working teams in relation to management reporting Show less

Assistant Manager (Performance Improvement, Advisory)

• May 2011 - Jul 2016

Notable Projects: (i) Banking - Key team member in current/ future state assessment of the bank’s Members Function. Performed ongoing stakeholder engagements and developed a transformation roadmap - Workstream lead in implementation of quick wins from previous assessment. Led development of approach and concepts for overall Member Onboarding initiatives. Defined processes and identified areas to promote better experience - Led Cooperative Programme Optimisation Workstream. Conducted assessment on programme effectiveness based on VOC and internal business. Identified loopholes within existing programmes and recommended improvement opportunities (ii) Telcos - Developed a Channel Transition Strategy. Conducted current/future state assessment to determine the organisation’s transition vision. Facilitated workshops and recommended a 3-year vision setting plan to management team - PMO workstream lead in setting up project governance. Dealt with various project managers, introduced PMO assets and collaborated with clients from different divisions to report to the management (iii) Airlines - Led the development of a CRM roadmap to enhance customer experience across all touch points within the Customer Journey. Conducted requirement workshops and built a holistic roadmap. Workstream lead for the portfolio review against Strategic Plan. Facilitated sessions between HoD and working team to prioritise the initiatives. Project managed initiatives and led operational process review, identified gaps and provided recommendation - Key team member in implementing an online accrual/redemption platform for Frequent Flyers. Facilitated end-to-end vendor selection process, business/ technical requirements gathering etc. - PMO workstream lead in a large scale restructuring project. Played key role in the physical set up of the Restructuring Management Office. Rolled out a standard bio-rhythm to report to BODs and customised project management tools for clients Show less

Intern (Tax)

• May 2008 - Jul 2008