Anna Kok Email & Phone Number

Kuala Lumpur, Malaysia

•Oversee the operation of customer service, new policy set up, billing, provider management and claims processing for Group Insurance •Develop and implement operation and service strategies for the department

Oversee claims, policy servicing and premium management divisions

•Build and lead a team of Process Engineers and Business Analyst•Work with regional operations towards building the regional operation models across region•Develop strategies to improve efficiency gain from all processes •Implement strategies as per agreed upon TQC target (Time, quality and cost)

•Head of Operations for Insurance Backroom Processes migrating from Hong Kong and Singapore•Responsible for operation planning in process migration, process redesign and process management.•Design operation team structure, recruit and develop operation team to achieving SLAs

•Six Sigma Green Belt •Manage and prioritize the department portfolio of projects•Coach new members to Green belt certifications•Manage transaction base projects to acheiving targeted efficiency gains

•Responsible for Group Employee Benefits Operation inclusive of project management, claims and market analysis, product development, portfolio underwriting and customer service strategy development and medical underwriting. Lead a team of 57 employees• Developed procedure manuals and workflow charters for all critical functions to facilitate future training projects and as blue print for Disaster Recovery Program• Local Project Leader for the Business Process Reengineering in 1998, and successfully restructured the operation section and improved operation efficiency by more than 100%