Responsible for the safety of QR’s ground operations across 150+ airports that QR flies to.

Re-titled to Head Safety, Compliance & Performance.Responsible for the safety of SIA airport operations across all of SIA’s 80+ airports, including Singapore• Achieved Year-on-Year (YoY) improvement in the global safety performance from 2019-present for SIA’s airport operations (incident rate declined by double-digit % YoY)• Strengthening safety foundation by implementing a 4-pronged strategy [a) Enhancing training, b) tightening contracts, c) engaging the ground and d) incentivizing safety behaviour and performance]• Cultivate close relationships with key stakeholders – governments, airports, airlines and service providersLead a team of auditors to plan and deliver comprehensive audit and advisory services for ground handling for SIA's operarions• Develop team members to grow in their careers through mentoring and training• Develop customer service, operational and safety KPIs and review Service Level Agreement (SLA) terms for ground handling contracts• Drive global safety and operational excellence through implementation of an incentivized performance programme • Achieved a safe re-start of SIA’s airport operations during the COVID-19 period through the development and implementation of a re-start frameworkProvide specialist support to SIA management to plan and manage operational costs and enhance operational efficiency• Budgetary planning and management of SIA’s customer services & operations costs• Project Lead to review airport operations processes and services to achieve cost efficiencies• Achieved savings of >60,000 manhrs/annum through removal, simplification and/or automation of reportsExecuted the successful integration of SilkAir’s airport operations across 24 airports into SIA’s business - Project lead (Chairperson) of the Airport Operations SilkAir Integration Committee, guiding and managing the whole airport operations integration involving >15 business units

• Similar responsibilities as role for Head Safety, Compliance & Performance (above)

Manage all aspects of SIA’s airport and customer service operations at Munich (Aug15-Jul18), Dhaka (Jul13-Aug15) and Melbourne (Feb13-Jul13) airports• Conducted end-to-end customer experience journey reviews to identify gaps in customer experiences and processes• Developed operational and customer handling procedures to improve operational and service resilience• Achieved consistently high customer satisfaction scores for airport ground experience• Drove and achieved high standards of operational and safety excellence with ground service providers. Implementation of SLAs and performance monitoring• Developed crisis management plans and business continuity Plans (BCPs) for airport operations• Station budgeting and management of operational costs amounting to several S$M/annum• Maintained active external stakeholder engagement – Foreign ministries, civil aviation authorities, international airline bodies, government and airport authorities, airlines and service providers – to implement a safe system of work and operations• Developed team members to grow in their careers through mentoring, training and career development • Led teams and managed staff performance involving teams of between 8 to 35 staff• Handled customer complaints and customer engagement – involving VIPs, high-net worth individuals• In-charge of handling airport experience for VIPs – Members of Royal families, Presidents, Prime Ministers, Ministers, etc. Exceeded high customer service expectations of VIPs

• Similar responsibilities as role based in Munich (above) • Achieved the prestigious Monitor Award for Best Airline in Bangladesh in 2014 (First-time winner)• Appointed as Vice-Chairman of Dhaka Airport Airline Operators Committee (AOC) from Jan15-Aug15 – representing the operational and customer experience interests of all airlines operating in Dhaka airport

• Assisted the Station Manager to execute similar responsibilities as roles based in Munich and Dhaka (above), as part of the final training to be an independent Station Manager

• Managed SIA’s Changi airport operations to ensure that the highest safety and customer service standards are upheld in all areas such as passenger handling, departure & arrival handling, delays and disruptions, service recovery, baggage & cargo handling, VIP handling, customer care situations, safety and security compliance, systems maintenance• Worked alongside Changi Airport, government and airport agencies, ground service providers e.g. SATS to ensure SIA’s operations at the Hub meet key performance indicators and complies with safety and security regulations• Made key decisions to drive Hub punctuality and efficient passenger connections• Developed operational and customer handling plans to improve operational and service resilience

• 9 months of intensive training in airline and airport operations, leadership and management skills. Training consists of both classroom and on-job-training