Responsible for the APEA region Workflow System, Operation Processes and Change Management in the Corporate Institutional Client Services and Enablement Functions.The Enablement Functions includes Client On-Boarding, Channel On-Boarding, Maintenance , and Ongoing Due Diligence.

Business Operational Role● Manage and support business priority projects and business activities on a global scale.● Track and facilitate progress against plan / milestones for initiatives.● Work with cross functional teams across the entire span of business operational activities.● Identify and implement tools, models and methods for making key business decisions● Owns and drives business operational programs / activities that aligned to business strategic initiativesTechnology and Innovation Role● Conceptualise technological roadmap that supports current and future business needs● Defining business requirement and needs with business partners and teams● Interacting with the technical team to ensure that the requirements are clear and well understood● Review test strategy and test case

● Consulted on six to seven month project with local country project team to implement contact centre standard operating model that allows better service consistency for the client through raising productivity and efficiency of the existing contact centre team capacity.● Successfully implemented Standard Operating Model in existing contact centre in India and new department setup in Taiwan and America● Lead a project team with diversity in knowledge and culture from project initiation to deployment.● Collaborated with various stakeholders in people movement, training curriculum, technology and premises infrastructure setup.● Organized and delivered contact centre trainings to the country teams.● Collaborated with project team in process re-engineering.● Exercised significant risk management.● Planned and organized testing before live deployment.● Extensive knowledge in Telephony Automated Call Distribution System.● Training of contact centre principles and knowledge● Designed web-based solution on real-time volume tracking● Partnership with countries on improvement of Service, Productivity and Efficiency.● Created Business Requirement Document and coordinate Proof of Concept on Client Co-Browsing capability.● Lead a technology project team of 5 from designing of Global Dashboard business model using Oracle Business Intelligent (OBIEE) to successful global implementation to 35 countries.

● Designed and built Client Enquiry Management System to make the new Client Servicing Standard Operating Model possible.● Assistant to Lead Project Manager in the roll-out of Client ServicingStandard Operating Model to Indonesia and Thailand.● Station-in-country up to five months and monitor progress of project tasks.

● Designed and built Reporting Engine for consolidation of country metricsand generate management report.● Designed and built software tools to generation of standardised reportpack from voice of customer survey.● Coordinate with country representative to conduct yearly voice of customersurvey.● Analyse the survey results and create analysis pack for the stakeholders● Training country representative on the survey results and coordinate actionplan workshop.● Track and monitor the progress of action plan.

Designed global data consolidation and reporting system