• Led consolidation of frontline functions across all MOM service centers into a single department, resulting in enhanced operational efficiency; managing S$11 million annual operating budget.• Drove customer service innovation by digitalising migrant workers' Special Pass documentation, enhancing accessibility via the SGWorkPass app.• Implemented spatial redesigns and wayfinding system improvements in service centers, significantly improving customer experience.• Fostering a knowledge-sharing culture, established learning circles and a digital compendium for updated SOPs to ensure continuous training and skill enhancement among staff.

• Led service innovation initiative to facilitate digital consultations during COVID-19 pandemic, ensuring safe and seamless advisory services with uninterrupted service delivery; awarded the Minister for Manpower Award for Service Delivery Excellence in 2022.• Directed workforce transformation by training frontline staff for virtual advisory roles, enabling continuity and expansion of services during remote work conditions.• Managed a 110-member team for the Displaced Worker Task Force, prioritising the well-being of migrant workers during pandemic-induced border closures.

• Led change management initiatives during the implementation of a new enforcement case system in 2018, streamlining processes and improving enforcement efficiency.• Promoted public awareness campaigns on employment rights and increasing employer accountability through media profiling of salary offence cases in 2017.• Collaborated with cross-functional teams to draft comprehensive reports and compile critical evidence, resulting in MOM's attainment of business excellence certifications — People Developer, Innovation Class, Service Class, and Singapore Quality Class Star from SPRING Singapore in 2016.• Established and implemented an enforcement framework for Employment Act compliance, mandating the issuance of Key Employment Terms (KETs) and itemised payslips, enhancing transparency and accountability in employment practices nationwide; awarded the Minister for Manpower Award in 2015 for contributions to labor rights and regulatory enforcement.• Enhanced enforcement team capabilities by sourcing external trainers for customised defence tactics training, reducing operational risk and strengthening field enforcement.

• Secretariat support for tripartite discussions that led to the Industrial Relations Amendment Bill in 2015, improving representation for PMEs.• Provided timely daily situation report to senior management ensuring effective management of the crisis following the 2013 Little India riot; awarded with the Minister for Manpower Award for contributing to the One-MOM coordinated response.• Renewed the MOM Partnership Agreement with International Labour Organisation (ILO) in 2014, bolstering ASEAN social partners' ability to improve labour practices across the region.

• Secretariat support for tripartite discussions that led to the 2013 amendments to the Employment Act, strengthening worker protections and rights; awarded with the Minister for Manpower Award for instrumental contributions to strengthening worker protections and rights.• Coordinated and supported senior tripartite delegations at the 2012 International Labour Conferences, managing logistics, speechwriting for Minister of State (Manpower), and bilateral meetings. Coordinated with ILO on Singapore's ratification of ILO Convention C187 on Occupational Safety and Health, strengthening national commitments to workplace safety and health.• Strengthened international partnerships by organising workshops under the ILO-MOM Partnership Agreement, bringing together over 70 ASEAN delegates to advance regional best practices in labor management. Focused on Employment Disputes (2013) and Work-Life Harmony/Flexible Labour Practices(2011), these workshops enhanced collaborative efforts and set new benchmarks for labor standards across ASEAN.• Provided daily situation report to senior management ensuring timely and effective management of the crisis following the 2012 SMRT strike; awarded with the Minister for Manpower Award for contributing to MOM's unified crisis management team, ensuring a swift resolution.

• Conducted market analysis and feasibility studies for expanding ground handling and in-flight catering services across Asia-Pacific, identifying growth opportunities for overseas ventures.• Collaborated with ground handling operations teams to develop and implement turnaround strategies that streamlined workflows and standardised processes, driving operational efficiency and increasing profitability.

• Collaborated with creative and media agencies to execute integrated marketing campaigns across paid and owned channels (including website and email content) and strategic partnerships, to increase bookings and achieving targeted business outcomes.• Strengthened community partnerships and corporate social responsibility by sponsoring and participating alongside Presbyterian High School students in a Habitat for Humanity home-building project in a leprosy colony in Guangdong, China, that dovetailed with the filming of an MTV segment by Singaporean singer A-Do, amplifying the project's visibility and inspiring youth participation in meaningful, globally impactful service.