Vinmon Li Email and Phone Number

1. Improve cost-effective daily operation and drive for service excellence target.2. Drive self service adoption and effectiveness by Automation/AI chatbot/Cross Communication Channel Integration

1. Responsible for the end-to-end efficiency and effectiveness of IT operation, including Incident management and Major incident management.2. Manage Request Fulfillment Process and its activities to ensure customer requirements are met3. Deploy new ITSM tool - ServiceNow to the organization. There are 3000 users participated in the training and user portal adoption rate raised from 13% to 30%.4. Demand management and Prioritize opportunities on automation. The automation workflow has reduced 5000 hours human effort in 2016.5. Leading in Continual Service Improvement of Processes; Worked with the developers to deliver new functionality in ServiceNow.6. Monitor and report on process performance. Review and analyze key performance indicators (KPIs) to identify opportunities for improvement of the process execution.7. Define and maintain Process Documentation.8. Stakeholder management: maintain a close partnership with 60+ Functional experts and other process owners around the world.

1. Provided daily consultancy to project managers and leaders in more than 40 projects to improve the effectiveness of project management and deliverable quality.2. Led a team of 3 to roll out new process and best practice in the development center in China, which involved more than 150 projects, 2000 ppl to align with the group policy, e.g. the roll-out of Common Estimation Framework.3. Delivered regular process training for organization to improve process and quality awareness. Positive feedback of 4.7 is received.(1 is worst, 5 is best).4. Planned and organized the process promotion activity to improve the awareness of process in the company by quiz, forum and screen saver deployment etc.5. Contributed in organization process definition and process re-engineering, to ensure the process framework are in line with industry framework like CMMi and ITIL, and more effective and applicable to the projects.6. Participated in data analysis on project metrics and customer survey result, report preparation. It helps senior management to better control the overall situation and helps the projects to find best approach for customer satisfaction improvement.7. As the representative of Q&PG, conduct the induction session for all new staffs.8. Conducted monthly process check to the projects to ensure the project quality and process adherence.9. Participated in CMMi Level 3 implementation and appraisal journey10. Participated in ITIL implementation and organizational ISO20K certification journey

1. Acted as a key member in HSBCnet flagship project (Release 9-16) and Participated in requirement gathering and analysis, design, programming and testing. HSBCnet is a web-base cash flow management system, which widely used by the corporations in 80 countries.2. Worked closed with the Project manager in HK and responsible for tracking the project progress and reporting.3. Experienced in communication with the HK partner, customer and Others internal parties, e.g. Backend Team and Independent testing team.4. Prepared the User Guide document and conducted the new function briefing to the support team.5. Handled the user query and improved the user satisfaction.6. Acted as a supervisor to train up newcomers and helped them to give full play to their potentials.7. Handled the tight deadlines and work under pressure8. Solid knowledge on project lifecycle management and banking industry.