Sheane Sng Email & Phone Number

- Lead the division in fostering strong partnership and collaboration with service partners- Strengthen VITAL's branding and profiling through strategic communications- Partner Operations units to deliver on partnership outcomes

- Implemented Operations-wide initiatives such as in the development and implementation of a Performance and Benchmark Model, a refreshed Service Delivery Model, Workforce Management solution and Errors and Lapses analytics.- Led process reviews, identified opportunities for process improvements and implemented process streamlining and standardisation using Lean methodology in collaboration with Subject-Matter-Experts (SMEs) - Formulated and implemented strategies to promulgate the use of design and other human-centred methodologies at enterprise-level to enhance service delivery and satisfaction- Rolled-out enterprise-wide new technologies in collaboration with Innovation Hub, IT department and Operations teams to increase productivity.- Led Operations teams in the end-to-end process mapping and time norm reviews with the rollout of new HR, Payroll and Finance systems.

- Led a team of Operations leads and specialists to ensure the delivery of HR and Helpdesk functions - Strengthened service partnership, governance and reporting- Leveraged customer relationship management tool and visualisation solutions to support trends and themes to drive operations and service excellence- Implemented customer engagement initiatives to strengthen sharing and partnership- Led the design, development and implementation of NUS Cloud HR System (CHRS) on SAP SuccessFactors with integration to OpenText xECM, PowerDoc and DocuSign for onboarding, cross-boarding and offboarding- Led the design, development and implementation of enterprise-wide Service Management tool- Implemented chatbot to support HR enquiries for NUS community

Singapore

- Co-developed the Shared Services Strategy that successfully led VITAL to the appointment as the central agency for Corporate Shared Services and the Robotics and Automation Lead in the corporate and administrative domain.- Led the team in the review of the enterprise-wide corporate planning framework to ensure alignment of strategic direction, implementation plans and outcomes with strategic and long-term priorities. - Developed VITAL’s roadmap, long-term goals and strategic objectives by translating strategies into actionable workplans.- Conducted performance and KPI tracking, critical assessment of progress made by the organisation and its programmes, and designing of success targets. - Collaborated with respective line divisions to prepare Management reporting of performance to stakeholders, including tracking of performance vis-a-vis strategic targets.- Partnered cross-functional teams to co-drive VITAL’s business transformation, change management strategies, workforce and staff training plans.- Facilitated quarterly conversations between Senior Management and VITAL Advisory Panel. - Organised Town Hall, Management Retreats, drafted and prepared internal comms, key messages and narratives.

Singapore

- Formulated business strategies, drove and implemented business plans in consultation with Senior Management and stakeholders- Acquired new government clients and expanded subscription for existing clients.- Co-developed VITAL’s pricing strategy and charging model, established policies and guidelines and recommended effective pricing of VITAL’s services. - Led in the end-to-end onboarding of new clients. - Led business performance analysis to strengthen VITAL’s value proposition.

Singapore

- Oversaw a team of Account Managers and Helpdesk Executives- Spearheaded organisation-driven special projects for departments (e.g. right-pricing of services for client agencies, developing courseware for CRM system and e-training system)- Led bilateral meetings with Service Partners and implemented innovation and transformational initiatives to improve quality and service delivery- Administered annual customer satisfaction survey and conducted annual Communities of Practice for practitioners of corporate services - Handled key accounts contributing to organisation’s top revenue

Singapore

- Served as the single point of contact and acted as an escalation point on Service Partner’s issues and feedback. - Proactively engaged Service Partners to develop sound understanding of their corporate services needs and explored collaboration opportunities. - Partnered agencies and internal operations units to ensure that the agency’s needs are met and concerns of operations units were addressed or mitigated.- Projected VITAL positively through regular updates of VITAL’s developments and initiatives.- Ensured services met service performance targets set out in the service agreements and prompt resolution of errors and lapses. - Resolved any disputes in fees in collaboration with agencies, VITAL Corporate Finance and operations units.- Led agency meetings, prepared meeting materials and followed-up on matters arising till closure.- Analysed and prepared reports on service performance.- Led and drove agency engagement efforts and programme to promote and strengthen service culture.- Member of the QSM team that handle and escalate high signature complaints and responses.

Singapore

- Managed project from inception to completion. - Ensured sales and cost control. - Conceptualised creative and copy ideas with design studio. - Proof-read all marketing collaterals. - Liaised with clients’ media house and sponsorship partners. - Ensured delivery deadlines and clients’ expectations were met.

Singapore

- Provided a differentiated customer experience to customers in the Premier Banking Centre. - Upkept and maintained the Premier Banking Centre’s premise and supported merchandising activities. - Managed customer traffic flow and monitored queue waiting time. - Performed the role of Floor Manager.

Singapore

- Trained to handle emergencies such as emergency evacuation, aircraft hijacking, fire-fighting, decompression, turbulence, cardiac and in-flight medical situations. - Developed rapport with passengers through exceptional interpersonal communication skills. - Ensured safety and comfort of passengers through practised empathy and thoughtfulness. - Prepared and serviced on-board food and beverage. - Marketed in-flight duty-free items.

Singapore

- Conceptualised marketing strategies to strengthen brand equity, increased market share and sales revenue. - Involved in campaign, collaterals and advertisement design and copywriting. - Managed marketing budget and cost. - Analysed marketing effectiveness. - Sourced for sponsorships and tie-ups. - Prepared tenders for retail units in shopping malls and Changi Airport. - Liaised with media advertisers and shopping mall management. - Handled visual display of merchandises in retail outlets. - Managed corporate website and online shopping cart.