Alex Tan Email & Phone Number

Global - Toronto, Canada; Memphis, Usa; Warsaw, Poland; Kuala Lumpur, Malaysia; Hyderabad, India

Kuala Lumpur, Malaysia

Global Head of GWS Client Accounting, from Jan 2023Completed a location optimization project (moving roles from US to India) which resulted to 3.8m USD run-rate annual savings.APAC General Manager, from Jan to Dec 2022 Center management and business growth for the APAC BSO in Kuala Lumpur, Malaysia with more than 550 FTEs as of end Dec 2022. Stand-up the Hyderabad, India center with 40 FTEs as of end Dec 2022.Global Head of Operational Excellence, from Jul 2021 to Jul 2022 An additional role covering the Operational Excellence strategy and execution of about 2,100 FTEs globally. Passing on the role to a full-time candidate and shift focus to center management as the APAC GM.

Kuala Lumpur, Malaysia

APAC Head of Business Operations - driving platforms (including Operational Excellence, Transitions / PMO, Business Analytics) and business growth for the APAC BSOGlobal Head of Operational Excellence, starting July 2021 - an additional role covering the Operational Excellence strategy and execution of about 2,100 FTEs globally.

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Selangor, Malaysia

• Translating business needs to solutions in terms of efficient and effective processes and up to date supporting systems, driving sales process optimization.• Lead, coach and train the taskforce members from each campuses (5 campuses in Malaysia) to support the entire development and execution.• Drive SOP creation, alignment, controls for all the key processes from time to time for consistency in processes, improved productivity and future enhancements• Making sure that the salesforce.com CRM data is reliable with high level of integrity.• Key liaison with project team, corporate IT and CRM users nationwide on salesforce.com CRM issues, enhancements & improvements.• Key focal point for sales and work closely with digital marketing to explore new digital channels or new technologies, driving the leads to enrollment sales conversion.• Track and monitor key KPIs through systems, enabling the stakeholders to analyze and manage the business through reports and dashboards.• Project Lead for BPM documentation for entire sales organization (Corporate, Local & International campus sales)

Selangor, Malaysia

• Supporting the Network Globally, 220+ Countries with their monthly performance management. • Lead and participate in re-engineering projects with a major impact on performance and benefit measurements and advice management on any KPI- and ad-hoc analyses performed.• Centrally manages reviews and provides recommendations and detailed analysis on received requests for change (RFC) and fully manages implementation of new processes. • Strives for continuous process standardization and harmonization, secures business continuity and delivers improved and best in class operational effectiveness.• Review and approve, together with the Senior manager any country exceptions to the Global Operating Model.• Providing day to day support on any business or user related application issues that may arise.

Selangor, Malaysia

• Responsible for performance management covering Asia, Middle East, Africa & Europe, more than 100 countries.• Implemented, managed and maintained a KPI reporting framework encompassing over 250 measures (FTE, KPI, Volumes, HR measures, Financials).• Drastically reduced report creation time while increasing quality in order to support Activity Based Costing and cost savings for business partners.• Provided regional input for the creation and improvement of the Global SLA Product Catalog and the Global KPI Scorecard.• Applied VBA programming to create timely, efficient, accurate analysis and reporting that supported top management decision-process.• Decreased reporting time from days to minutes while enabling multidimensional visibility on the regions' data.• Communicated regularly with the process leader and global head in analysis follow-ups.• Using LEAN Six Sigma methodology to reduce manual reports from 90 to 16 reports within the time span of 6 months and resulted to an improvements of 82% in productivity.

Selangor, Malaysia

• Contribute as a “Business Expert" in regional/global projects.• Create controls in billing department that met global standards.• Support and professionalize all billing operation activities, assists in execution of billing service reviews, systems training of new and improved processes and projects implementation.• Appointed as project lead for Data Maintenance Standards (DMS) in APAC region, piloting MY, HK & SG country.

Selangor, Malaysia

• Reporting directly to the Head of Billing, serves as a Subject Matter Expert (SME) in the billing team, covering APAC and EEMEA (approx 100+ countries)• Go-to person for any internal or external audits.• Handles all performance management related task in billing that includes KPIs, SLAs, issue management as well.• Supports billing continuous improvement projects, initiated and lead the revenue leakage project with exceptional outcome

Selangor, Malaysia

• With the growth of the team size, handles a team of 20 individuals and reports to manager on daily operational matters with additional responsibilities of people management.

Selangor, Malaysia

• As part of Sputnik project, perform remote work shadowing for 7 EU countries and completed with recommendations from business partner as well.• Guide and share best practices to juniors.

Selangor, Malaysia

• Handles the Central Error Managing System (CEMS) within DVRA (Data Validation Revenue Assurance) for Germany, Austria & France.• As part of Sputnik project, perform work shadowing in Netherlands for 1 month, completed with recommendations from business partner.

Kuala Lumpur, Malaysia

Doctor Of Business Administration (Dba), Leadership, Strategy, Value

Master Of Business Administration (Mba), International Business