Eddie Ma Email and Phone Number

Building intelligent Automation capabilities to deliver exceptional service and value for our customers. Oversee and drive cross functional automation transformation projects including application of process automation, machine learning and AI technology to deliver positive impact on process improvement, long term cost savings, efficiencies and improvement in customer experiences for Optus.Leading highly complex automation projects that cut across business units within and beyond Optus, and potentially across Singtel Group. Responsible for setting and tracking performance against the key financial, process, CX, EX and strategic targets related to automation, and reporting outcomes to the executive sponsors who ar SLT/ELT members. Building and maintaining strong influence, and collaborative relationships with Optus MDs, senior leaders and peers, accountable for designing and delivering the key E2E automation programs and interventions that will drive the automation transformation journey across Optus to enable a customer-centric culture.

Senior leadership role within Optus Wholesale & Satellite, managing teams accountable for Project Management, Business Analysis, Billing, Revenue Assurance, Sales Commissions governance, delivery of commercial and operational reporting insights and analytics for the Wholesale & Satellite teams.Additionally the role holds the accountability for analysing and transforming the OWS Customer Experience. The role leads a team of 20 with 7 direct reports with the responsibility for ensuring the integrity and governance of the following key business support functions: • Business Improvement: Business Analysis, process improvement & automation • Project Management of complex, large scale projects from site acquisition, procurement, construction, installation and testing of services • Billing • Revenue Assurance • Big Data Reporting Insights and Analytics • Sales Commissions Governance • Customer Experience: CX Insight, CX Strategic Roadmap, Change Management & Innovation

Supporting Sales growth through: • Guiding a team of four Customer Account Executives to provide pricing quotes to customers, ensuring processes are in place, documented and followed to provide professional, accurate, efficient and timely quotes to customers using required site qualification tools• Coordinate annual Sales Commission Plan review in consultation with line Manager and Head of Sales• Manage administration of Sales Commission Plan, including review and approval of commission related issues and administration of short term incentive programs • Identify and implement sales process improvements, including understanding current and to-be process, engaging stakeholders and documenting and implementing changes • Manage effective and on-time end-to-end delivery of Sales Operations projects, liaising with other Operational areas as required, including project planning, stakeholder engagement, virtual team management, testing and implementation• Oversee Sales governance processes, including providing reporting on Sales KPI performance and liaising with Customer Experience team regarding Customer Satisfaction Index survey contacts and action planning• Manage Sales reporting for opportunities to order, weekly Sales trading meeting and other reports as required

Operational management of the Billing and Provisioning teams, ensuring services are delivered to SLA with exceptional customer experience. Inspire a team of ten to passionately deliver “right first time” ICT solutions, covering the entire order to bill process. Be the central point of contact for escalations, ensuring any delays of delivery to service are swiftly managed - communicated effectively and brought back on track. Enable beneficial implementation of telephony, managed data and outsourced ICT services to be successfully released into a client’s environment, with minimum disruption to their business operations. Ensuring new billing components for products, services, rate plans are configured correctly in the Singl.eView & SAP billing platforms. Recovery of lost revenue across all service lines and the process improvements to ensure that we mitigate any future revenue leakage.

Internally promoted to this newly created role as a result of the combination of the Contract & Invoicing and Channels teams - total staff under management increased to 13. Ensuring the commercial integrity of the Contract Management & Billing process for all annuity revenue is captured and invoiced with optimal efficiency & customer satisfaction.Managing the channel partners in all operational matters to achieve excellence in account management, revenue management and expense control management

Team manager for three Account Administrators and one Web Applications Specialist. Providing leadership, coaching and mentoring of staff. Developing strong business relationships with indirect sales channel consisting of 31 dealers to support their business and offer best mutual beneficial solutions. Implementing credit policies to optimise receivables collections, validate commission claims and accruals calculated based on recognised accounting standards.

Provide pricing support for bulk deals and tenders to 12 operating companies within the region. Liaise with the regions key marketing members to review local pricing conditions/trends and use the data to build a competitive database. Collaborate with marketing department of our Japan parent company to devise the value chain of transfer pricing for new product launches in the region. Work on the formulation of the Mid-Range Plan, Strategic Planning Assumption & 1 Year Plan by researching & analysing market share, economic indicators and market size data of the operating companies within the region

Developing go-to-market pricing strategy for all product groups including market attack plans. Providing detailed product and margin analysis, including monitoring deviations from plan are swiftly actioned by promoting pricing offers, contests and incentives to tackle shortfalls. Conducting pricing research projects based on competitor market analysis and fair price valuations, to identify patterns and trends in customers to ensure pricing strategies are based on informed decisions. Supporting all bulk deals and tender bids with pricing, by constructing financial models to analyse the revenue stream and overall profitability.