Choon Lee Email & Phone Number

Melbourne, Australia

Melbourne, Australia

This appointment resulted from the restructure post takeover to be wholly accountable for the technology management, strategy and operations for the company consisting of 8 sites including the Philippines and 4 distinct businesses in the group in a shared services environment, including a national Legal Practice. I was responsible for the formulation and management of all IT costs and budgets working closely with the CEO to set the strategy, projects and technology delivery agenda.Successes: Successfully uplifted the security posture, achieving ISO-27001 certification in 9 months; well under budget and in half the time. The ISO-27005 risk management framework was used to identify, rank and mitigate the risks. Delivered competitive advantage to the business by demonstrating industry best-practice level of data protection. I successfully spearheaded the highly complex certification of ISM (2016), a Federal Government standard for Data Security to on-board the Department of Human Services multi-million dollar contract in revenue.

Melbourne, Australia

 Expert Global Solutions Inc (USA), the result of the merger of NCO Group Inc and APAC Customer Services (USA), is one of the largest ARM and BPO providers in the world. The Australian operation (ARL) is highly regarded in the industry within AU/NZ region. Continued and successfully implemented the change and integration program of the previous 9 months of consolidation The mandate was to modernise, add value and innovate, working closely with the leadership team to deliver better customer contact experience and develop more effective methods to increase contact success rates by leveraging the use of omni-channel technology. Abandonment rates dropped from 15% to 2% within 3 months. Reviewed and executed the restructuring of the IT service delivery model to optimise the cost/value proposition by expanding to include an off-shore team saving the company $200K annually. Responsible for overseeing IT costs and budgets, strategy development, setting technology roadmaps, managing vendor relationships and service contracts within the group of companies

Melbourne, Australia

NCO(USA) acquired ARL with the main aim of growing ARL in ARM services in AU/ANZ. I was brought on board to transform the IT service delivery model, building team and capability, expand on capacity to support the growth of 6 company acquisitions. NCO Group Inc (USA) acquired ARL with the main aim of growing ARL into a dominant provider of Financial Care services in AU/NZ I was brought on board to transform the IT service delivery model from outsourced to insource, building team and capability to expand on capacity to support the projected growth through aggressive M&A of 6 companies in the end, resulting in 4 separate business entities after consolidation. I restructured and resourced the IT department from 1 FTE and 2 contractors to a team of 7 IT specialists, providing the whole range of services from Helpdesk, engineering and application development/support with the appropriate management framework. I was responsible for managing and steering the integration post M&A – architecting and designing new infrastructure with the roadmap to consolidate data silos, disparate applications and sites; centralizing to one Data Centre

Melbourne, Australia

Melbourne