• Deliverables are agreed and based on template, tools and modeling standard.• Requirements reviews are conducted for all project stakeholder• Requirement is delivered within the approved budget and timeline.• Ensure the quality of requirements

• Draw out high-level business requirements ensuring requirements meet business & company objectives• Conduct feasibility studies, process reviews, project impact analysis• Elicit requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and task and workflow analysis for major and minor projects• Identify and document constraints, assumptions and risks associated with business requirements• Achievements:o Major and minor project: Delivery of common requirements across various departments such as MPO Revamp, BOH phase 2, ATC Refund, allow WCHR pax to request seat in MMB and chargeable extra leg room seat at IBE flow.

• Coordinate digital servicing and ensure all aspects of the project are as per the requirements• Work out with other business units for the communication plans for projects related to online and mobile channel applications• Manage day to day operations and coordinate with internal departments and vendors for problem identification• Achievements:o Extended current notiFLY services to cover more countries such as Japano Worked on the coordination of preflight reminder via Google Now

• Analyzed customer feedback and queue handling in order to provide immediate and proactive customer recovery, and facilitate customer travel experience.• Provided remedial actions and arranged channel to customers during disruption and shortfall in services performance.• Achievements:o Developed and recommended strategic initiatives-“Flight Disruption QIK Handling System”, email can be automatically sent to customer during flight disruption and so customer can have the flight info updated immediately.

• Conducted UAT and closely reviewed the testing processes• Prepared report on the progress and coordinated with business readiness team to ensure that the testing process is efficient.• Achievements:o Participated PSS reservation program-externalization of “compartment change”, “historical PNR retrieval” and “infant floatation Cot Count”, all launched in February 2012

• Managed the operations of e-services and the Oneworld line• Monitored a team of front-line staff to ensure delivery of quality services• Presented findings and solutions to new business initiatives• Achievements:o Assisted managers in business case development, requirements collections and analysis online application usage rate and customer inquires distribution.

• Meet, greet, and serve passengers and deliver quality services• Evaluated the effectiveness of programmes on a regular basis in response to competences and standards• Achievements:o Captured and analyzed data to make sure that if the system failed due to Y2K bug, HKIA can manually handle the check-in process and gate managemento Coached new team members and assist develop staff program in promoting continuous self learning culture.