• Systems Management- Regional lead in managing Customer Care systems (Chatbot, Help Center, CRM, Telephony) for five South Asia countries- Led a team of Product Owners in planning their product vision and roadmap- Prioritising product backlog with alignment from stakeholders, balancing business and operation needs• Process Management- Create structured processes that streamline and improve workflows for business units, ensuring relevant stakeholders are involved and updated regularly- Provide full visibility of local countries’ business requirements and its project statuses through the use of knowledge management portal and project management tools• Customer Experience Lead- Set structured roles and responsibilities for Product Owners in Customer Experience domain- Collaborate with Product Owners through the use of project management tools and Agile techniques- Oversee local countries’ systems and processes, value-adding through guidance and support to the teams

• Project Management (Mobile App)- Own digital product vision and responsible for business outcomes- Defining requirements and ensure scope are understood by all stakeholders- Planning product roadmap and end-to-end strategy to delivery working products - Governing Digital Journey Framework- Area Channel Lead for Chatbot and Payment Services - Measuring and analysing NPS, using scores and verbatim to initiate process improvements and increase customer experience- Leveraging Adobe Analytics to understand and improve the overall digital self-serve journey• Scrum Product Owner- Create, refine, and prioritise product backlog items- Defining sprint goal through backlog refinement and sprint planning sessions- Work with Scrum Master, Development, Product and Customer Experience Teams to deliver successful digital product- Effective usage of Jira to plan and prioritise product backlog items

• Project Management (Contact Centre)- Management of institution-level projects that enhance patients’ experience through use of IT systems- Analysing business data and processes, preparation of user requirements and functional documentation- End-to-end Agile project planning; including budget, milestones, procurement, and deliverables- Ensure systems have full compliance to Hospital and Security policies- Coordination with different stakeholders from internal departments, vendors and project sponsors• Workforce Management- Management of Contact Centre 24/7 operations- Through strategic planning and forecast, allocating resources to maintain high service levels- Implementation of leave approval techniques for staggering staff leaves throughout the year, ensuring staff members get sufficient rest while maintaining high service level in operations- Provide training and guidance to colleagues in preparation of emergencies, critical events and use of IT systems• Achievements- Launched new Contact Centre Telephony System with improved Interactive Voice Response (IVR) for multiple hotlines- Set up new location with Telephony System as part of Business Continuity Plan (BCP) during Covid-19 pandemic

• Customer Service (Regional Contact Centre)- Interact and resolve customers’ queries through digital channels, phone and official letter correspondences- Providing service to Premier and Personal Banking Customers- Handle financial and service-related queries/disputes and respond to them within service-level agreement (SLA) time-frames- Provide first-level dispute resolution to prevent escalations- For escalated cases, identification of root causes and liaise with multiple business units to achieve amicable resolution- Close liaison with Product Managers to understand customers’ needs and streamline processes to improve customer experience- Project member of new system implementations and UAT- Initiate projects that improve workflows and reduce manualprocesses- Conduct briefings, training and orientate new joiners• Sales- Identify potential customers of bank’s loan products and perform cross-selling- Promoting bank’s campaigns to customers- Provide one-stop resolution for all loan enquiries and requests- Contribution to department’s total sales target• Intermediate Writer- Proven proficiency in English language and writing- Certified to write formal emails and letters to customers that followsBusiness Language with full compliance to Banking Policies• Awards received during service- Excellent Service Award (EXSA) Star Winner 2016, 2017 and 2018- OCBC GEMS Award Winner 2016 (H2)

• Project Management (E-Business)- Identify and resolve issues with system enhancements- UAT for Digital Banking platforms (Internet Banking and Mobile App)- Cross department support for digital banking issues- Close liaison with regional colleagues through conference calls to resolve system errors• Product Management (Auto Business)- Processing of auto loans, promotional campaigns and auto insurances- Communicate and strengthen relationship with automobile dealers and insurance companies- Generate daily reports and KPI targets- Conduct morning huddles in engaging tone to energise colleagues for the day- Work closely with Unit Head and other business units in ad-hoc duties