- Playing an integral role throughout the entire life cycles of multiple Products/APIs from gather requirements, to sharing inputs and feedback during the designing, to testing and delivery to the customers using Agile methodologies- Orchestrated seamless stakeholder management initiatives by employing effective communication strategies to align diverse stakeholder interests with project objectives, fostering collaboration, and ensuring successful project outcomes- Leading the execution of multi-million dollar MDAS programs across NAM and SEA regions, ensuring alignment with organizational goals and objectives- Effectively managing large vendor teams to streamline map data operations, reduce cost and ensure timely deliveries- Conducting thorough market research and engaging with existing clients to understand customer problem statements and gather detailed insights into their specific challenges. Leveraged the firsthand knowledge to recommend suitable tools and solutions, leading teams in the development of customised products and solutions- Leading in-depth competitive benchmarking analysis on various proprietary tools, utilising market insights and expertise to discern key strengths and areas for improvement. Provided strategic recommendations to enhance product features and sustain a competitive advantage within the industry landscape- Providing strategic guidance and mentorship to junior program managers and project teams

- Managed end-to-end delivery of a $3M mapping operations project, including scope definition, resource allocation and operations management- Conducted regular status meetings and reporting to track progress and communicate project milestones- Collaborated with cross-functional teams to develop and execute project plans, ensuring adherence to timelines and budgets- Implemented project management best practices and tools to streamline processes and improve team productivity- Led post-project reviews to identify lessons learned and opportunities for process improvement- Implemented strategic enhancements to map data leveraging real-time feedback from ride-hailing drivers in Singapore and Jabo, resulting in a 2% reduction in estimated time of arrival (ETA) and fares, optimising route efficiency and improving overall customer satisfaction- Optimised feedback resolution processes through effective forecasting, automation, prioritisation, and a culture of continuous improvement to swiftly address customer concerns and enhance satisfaction, reduced the TAT by 30%

- Ran day-to-day Operations with a team size of 300 associates and serve as Primary point of contact to the client- Oversaw all critical process metrics including productivity, quality, TAT, attrition, shrinkage, billing, and consistently achieved the project SLAs- Driven Operational Performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimisation- Managed and developed a team of 4 Team Leaders, directing them and working with them towards developing high performing teams- Proficiently addressed operational challenges within a fast-paced and constantly evolving environment, adeptly steering through obstacles to ensure smooth and efficient workflow- Baselined Productivity and Quality targets of different workflows in the Process and working towards 15% efficiency gain as agreed with the client.- Performed Risk Assessment to identify process gaps and areas of improvement within the process, working with cross functional teams towards Process enhancements

- Managed a Team of 25 Associates by consistently maintaining core metrics such as quality,productivity, TAT and ensuring team's performance to be above expected threshold to meet OKRs- Managed various Projects and Evals end-to-end, from Capacity planning, Headcount management, Training & ramp-up,- Setting individual targets & expectations, Operations implementation, Qualityevaluation, Coordination with global stakeholders, Crisis & risk management, to Analysis & Reporting- Consistently upheld project quality standards through the systematic execution of RCAs and thedevelopment of comprehensive action plans. Employed a range of quality methodologies including Cause and Effect analysis, Pareto Analysis, and other relevant techniques to drive continuousimprovement and ensure optimal project outcomes- Liaised between different Stakeholders such as Product Engineers, Program Managers (client) andservice delivery unit w.r.t. product, policy/process, infrastructure, recruitment etc, and providingstrategic inputs- Conducted weekly, monthly and quarterly business reviews with clients to report performance anddiscuss potential business improvements- Provided timely feedback to the associates regarding their performance, areas of improvement andfuture aspirations- Led the Global Compliance Team across 4 sites, spearheading initiatives to address unethicalpractices by analyzing historical data trends

- Managed a Team of 25 Associates by consistently maintaining core metrics such as quality, productivity, TAT and ensuring team's performance to be above expected threshold to meet OKRs- Managed various Projects and Evals end-to-end, from Capacity planning, Headcount management, Training & ramp-up, Setting individual targets & expectations, Operations implementation, Quality evaluation, Coordination with global stakeholders, Crisis & risk management, to Analysis & Reporting- Consistently upheld project quality standards through the systematic execution of RCAs and the development of comprehensive action plans. Employed a range of quality methodologies including Cause and Effect analysis, Pareto Analysis, and other relevant techniques to drive continuous improvement and ensure optimal project outcomes- Liaised between different Stakeholders such as Product Engineers, Program Managers (client) and service delivery unit w.r.t. product, policy/process, infrastructure, recruitment etc, and providing strategic inputs