Strategize, design, drive and facilitate the direct and indirect Go-to-Market strategy, solution development, program management and Contact Center Operations for TMONE Business Process Outsourcing services by bringing together People, Process and Technology for short term, intermediate, long term or strategic opportunities. Provide corporate innovation and growth leadership through strong innovation management in alignment with overall business front end strategies.

Strategize, design, drive and facilitate the direct and indirect Go-to-Market strategy, solution development and program management for TMONE Business Process Outsourcing services by bringing together People, Process and Technology for short term, intermediate, long term or strategic opportunities. Provide corporate innovation and growth leadership through strong innovation management in alignment with overall business front end strategies.

Act as Transformation Office and being responsible to govern and drive the successful implementation of critical programs or projects at the Group level that enable the organisation to be transformed and improve performance. Drive alignment and ensure that the objectives of transformation are met, rather than being distracted by the objectives of specific programs of work. Motivate, encourage and inspire the development of a strong, efficient and effective professional team operating ethically… Show more Act as Transformation Office and being responsible to govern and drive the successful implementation of critical programs or projects at the Group level that enable the organisation to be transformed and improve performance. Drive alignment and ensure that the objectives of transformation are met, rather than being distracted by the objectives of specific programs of work. Motivate, encourage and inspire the development of a strong, efficient and effective professional team operating ethically and with a clear focus on delivering outcomes Show less

Design, drive and facilitate the Customer Experience transformation for Managed Account business (B2B) of Telekom Malaysia focusing in supporting TM in the journey from just Connectivity service provide to become Integrated ICT player. Understand and respond to the diversified business and customer requirements without compromising operational integrity. Assure timely implementation of solution, quality of solution delivery, completeness and consistency of the deployment from pilot to… Show more Design, drive and facilitate the Customer Experience transformation for Managed Account business (B2B) of Telekom Malaysia focusing in supporting TM in the journey from just Connectivity service provide to become Integrated ICT player. Understand and respond to the diversified business and customer requirements without compromising operational integrity. Assure timely implementation of solution, quality of solution delivery, completeness and consistency of the deployment from pilot to nationwide rollout.Selected accomplishment:• Designed and established customer journey, personas for B2B segments and implemented the Voice of Customer programmes using Net Promoter Score (NPS) and Net Easy Score (NES).• Designed and architected the Integrated Service Desk new ticketing system and implemented successful migration from Siebel to Salesforce Service Cloud with introduction of new digital interaction channels.• Assisted with the transformation of one of TM subsidiary, InneoNusa Sdn Bhd focusing on Smart City Services.• Speaker at TM Forum Live Asia 2016 and Digital Transformation Asia 2018 Show less

Manage and execute Lean IT transformation project using lean methodology through diagnostic & planning, solution design, development of tactical implementation plan, pilot implementation and nationwide rollout to ensure successful transformation and implementation of strategic programs in realizing TM’s vision to sustain competitive edge, create organizational wealth, deliver exceptional customer experience and maximize stakeholder values.Selected accomplishments:• Rollout of ITSM… Show more Manage and execute Lean IT transformation project using lean methodology through diagnostic & planning, solution design, development of tactical implementation plan, pilot implementation and nationwide rollout to ensure successful transformation and implementation of strategic programs in realizing TM’s vision to sustain competitive edge, create organizational wealth, deliver exceptional customer experience and maximize stakeholder values.Selected accomplishments:• Rollout of ITSM system• Implementation and enforcement of Incident Management, Problem Management, Change Management, Request Management.• Successfully reduced ageing IT complaints by 85% and improved SLA performance by more than 20%• Process Lead for TM Presales migration to Salesforce Sales Cloud and successful roll out within only 2 months. Show less

Manage a 7-person team for end to end fulfillment of TM Data Services with a primary focus on driving revenue growth, optimizing operating cost, increasing profit and managing risk. Spearheaded various initiatives to improve performance of fulfillment value stream resulting into business process re-engineering especially on IPVPN. Provided constructive inputs for system enhancements, product development, processes and procedures. Handled multiple administrative activities that include… Show more Manage a 7-person team for end to end fulfillment of TM Data Services with a primary focus on driving revenue growth, optimizing operating cost, increasing profit and managing risk. Spearheaded various initiatives to improve performance of fulfillment value stream resulting into business process re-engineering especially on IPVPN. Provided constructive inputs for system enhancements, product development, processes and procedures. Handled multiple administrative activities that include documentation, Human Resource matters and being data controller for performance analysis.Selected accomplishments:• Establishment of IPVPN Expedite Delivery Process, Partial Delivery Process, Project Charter and introduction of TM Internal Wiring package for IPVPN projects promoting shorter project delivery timeline, revenue optimization as well as minimizing revenue leakage.• Spearheaded cross functional initiatives achieving 94.6% meeting RFS for IPVPN orders delivered in 2010 & reduced average Mean Time To Install (MTTI) by 46%.• Initiated action plans resulted into 58% reduction of IPVPN returned orders between May-December 2010 & stimulated 30% reduction of pending IPVPN new installation orders more than 3 months between June to December 2010 achieving revenue of over RM12 million for monthly charges and over RM15 million for One Time Charge. Show less

Lead, strategize, control and manage for successful implementation of end-to-end provisioning of Data Services (IPVPN, Frame Relay, ATM, Metro Ethernet, Global VPN, xDSL, ISDN, IPValue, IPLite), leased circuits, telephony and VSAT. Developed and maintained solid business relationships with customers to gain incremental business. Established strategic alliance with other divisions/subsidiaries of TM and TM partners, which is essential for successful network commissioning and installation within… Show more Lead, strategize, control and manage for successful implementation of end-to-end provisioning of Data Services (IPVPN, Frame Relay, ATM, Metro Ethernet, Global VPN, xDSL, ISDN, IPValue, IPLite), leased circuits, telephony and VSAT. Developed and maintained solid business relationships with customers to gain incremental business. Established strategic alliance with other divisions/subsidiaries of TM and TM partners, which is essential for successful network commissioning and installation within the customer's project timeline. Recommend solutions to customer complaints associated with project implementation and provide updates on findings to all relevant units. Selected accomplishments:• Appointed as Project Manager for Maybank New Off ATM IPVPN Project (800 sites) and successfully completed the project significantly generating revenue of RM8 million.• Well versed with end to end IPVPN and other data services process including provisioning systems involved from PreSales to Post Sales. Assigned as data controller for performance analysis. Show less

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA’s. Responsible for relationship building and resolving customer inquiries in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Acquire and update knowledge on procedures related to relevant processesProcess work as requested by line management/customerEnsure that work is completed in accordance with established… Show more To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA’s. Responsible for relationship building and resolving customer inquiries in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Acquire and update knowledge on procedures related to relevant processesProcess work as requested by line management/customerEnsure that work is completed in accordance with established procedures and standardsProduce MI as requiredIdentify and escalate potential showstoppersWorks well independently, completes assigned tasks in the established timeframe, completes regular assignments without reminders or additional requests. Works productively and professionally. Demonstrates ways to improve customer service, increase productivity and increase sales. Assists line manager/supervisor with managing day-to-day operations and trains peers as needed. Participates in team meetings, activities, promotes team spirit and cohesiveness. Demonstrates adherence to Core standards and behaviourContribute to the creation of a supportive work environment driven by people centric valuesBuild professional relationships with colleagues in other areasExhibit ownership of the business Show less