Looking for a Transformation Consultant who can drive change within your organisation and deliver innovative solutions to complex challenges? You’ve landed on the right profile!
Project Management
Process Outsourcing
Process Mapping
Process Streamlining
Transformation
MS Dynamics CRM 365
Stakeholder Management
JIRA
Business Analysis
Lean (Green Belt)
CRM
Innovation & Growth
BPMN
Agile
Transformational Coaching
“I bring a unique blend of transformation and coaching expertise to help your organisation in steering change.”
As a Change Agent with extensive experience in Change/ Transformation in Banking & Financial Services, I have led and supported multiple projects and programs for global banks bringing transformation in innovation, efficiency, and growth. It has taken me to several countries, living in dynamic cities, and my stories have been shaped by very diverse cultural influences.
Faced with adversity promoted a self-transformation whereby I pursued coaching and obtain my ICF ACC credential in under 6 months!
My journey through five countries in various roles has deepened my understanding of and appreciation for life's transformative challenges, enabling me to deeply empathise with others.
Outside work, I am very passionate about the richness of food and diverse cuisines. I am a cookbook author & food writer with two published titles and multiple features in prestigious publications. I celebrate and share the richness of food and cuisines through my writing and photography, bringing stories to life through words and flavours.
🗣️Languages:
English, Mandarin, Malay, Cantonese, French
🌍Global Experience:
Kuala Lumpur, London, Hong Kong, Singapore
🪧Values:
RESILIENCE
EMPATHY
Adaptability
Reliability
Collaborative
Integrity
Continuous Learning
Key Accomplishments:
Business Process Automation with MS Dynamics 365 CRM
The project aimed to enhance, standardise, and automate manual business and product approval processes.
Acted as the APAC lead, I oversaw the deployment of the MS Dynamics 365 Workflow. My responsibilities included documenting current processes, conducting workshops with stakeholders, identifying pain points, and facilitating sessions to define future processes.
Collaborated with IT partners in an Agile setting, translating business requirements into user stories, participating in sprint planning, supporting UAT, and conducting cross-functional training.
Key results:
Simplification of risk assessments, making it easier the business to understand risks and make informed decisions.
A 20% reduction in unnecessary repeat business approvals by senior management and stakeholders.
Meaningful and automated reports MI.
Automation resulted in shorter turnaround times, aligning with the objective of promoting a better customer experience.
User-friendly interface encouraged greater system adoption.
Digitisation of Customer Correspondence
The project objectives were to reduce costs and promote digitization.
As a member of the regional process streamlining team, I collaborated with various stakeholders to identify initiatives aimed at reducing paper usage, eliminating non-value-added and non-regulatory-specific correspondence, digitizing customer communications, and increasing the adoption of digital channels.
Key results:
On reducing paper usage: implementation of black-and-white and double-sided printing, along with eliminating non-value-added and non-regulatory-specific correspondence has led to significant cost savings.
On digitization: collaboration with the marketing team to define and execute marketing campaigns contributed to an increase in customer adoption rates of digital channels, from 50% to 70%. This shift was crucial in providing customers with alternatives to receiving correspondence via traditional mail.
Efficiency on Customer Onboarding Process
The objectives to the project is to enhance the efficiency of customer onboarding process.
As a key member of the regional process streamlining team, my role involved identifying opportunities to improve overall efficiency.
Pain points identified:
Significant challenge faced by the business was the misalignment of mail collection and scanning timetables, resulting in certain peak hours requiring additional resources.
Semi-automated document scanning workflow, which often required manual intervention. Through a thorough review, root cause was on the lack of detailed scanning queues in the workflow tool, leading to manual sorting of documents from a general folder. This manual process made it challenging to meet operational SLAs.
Key results:
To address the misalignment of mail collection and scanning timetables - recommendation on re-aligning the timetables to reduce the need for extra resources, thereby reducing cost.
To address this the semi-automated document scanning workflow, a more detailed file structure was implemented to streamline document classification and eliminate the need for a general catch-all folder.
