Lead and manage the successful delivery of programs and projects, departmental restructuring, process streamlining and automation to design and deliver the target operating model across Hong Kong Insurance.• Product Owner for Operational Transformation, charged with enhancing the operation and customer experience across over 2 million annual claims.• Managed Business Continuity for Insurance Operations while losing building access for 14 days during COVID-19 outbreak. • Designed Target Operating Model and three-year strategy & roadmap for back of house functions. • Delivered Outsourcing Fulfilment and Enterprise Content Management projects within budget and timeline. • Relationship Owner of key operational suppliers, including establishing new contracts to maintain business continuity and deliver on Transformation roadmap.

Assess, plan and integrate all business activity (project, transformation, initiative, campaign, product, risk) to ensure operational impacts are minimized and accounted for, working from strategy to execution.• Lead on major projects including Health Insurance Government Reforms, Implementation of new CRM platform, Product & Pricing and Transformation.• Work with Directors to surface risks & issues and develop remediation plans for critical business activity. • Lead a team (7 FTE) to understand, assess, plan, report on and deliver all Bupa change activity to frontline teams.• Creation of, ownership and facilitation of go-to-market mechanisms and processes for all customer or frontline impacting projects and initiatives.• Operational lead for all critical response activity that drives customer or business impact.

Develop and deliver change management and business readiness strategy for all business activity and its impact to Customer Service (500+ frontline consultants). • Represent Customer Service on multiple cross-functional steering committees, working groups and forums to ensure outcomes align with business strategy, impacts are mitigated understand and pipeline upcoming change initiatives. • Worked on and delivered over 250 projects/initiatives/campaigns since with minimal disruption to frontline or customer experience.• 2017 Director’s Award Nominee.

Responsible for change implementation and business readiness strategy within Customer Service.• Delivered multiple cross business projects, influencing to drive enhancements through technology and design, decreasing inbound annual call volume by >5%.• Delivered multi-year transformational project implementation months ahead of schedule.• Customer Service Top Collaborator 2015

Analyse, interpret and present customer insight and operational data to drive meaningful business improvements through digital initiatives. • Produced insight utilised to drive multi-million dollar replatform and redesign of self-service platform.• Established social media servicing team, utilizing insights to design low-cost interactions, winning a Bupa Global Breakthrough Award.

Responsible for development, implementation, optimisation and reporting of digital marketing strategy for 120+ clients across a range of industries.

Responsible for sourcing, producing and editing all QLD content to increase coverage and penetration while ensuring consistent tone of voice. Coordination of event coverage from a pool of 500+ contributors.

Responsible for branch development within the local area and maintaining strong relationships with a high-profile network through customer service, efficient and effective processing of financial documents & agreements and increased customer stickiness to drive profitability.