Is your organisation facing a challenging change, or preparing for one ahead?
Looking for an expert to take the reins, steer the course, and lead your team toward the success you envision — with impactful results, intentional growth, and a fulfilling journey for everyone involved?
I collaborate with change-makers to integrate the art and science of transformation, delivering meaningful results and lasting impact.
Transforming change into opportunity.
A Change Agent with extensive experience in driving transformation in the Financial Services, Shipping, and Telecom industries.
My experience encompasses leading and supporting projects/ programmes for global institutions, including Credit Suisse, HSBC, and BNP Paribas, across various areas such as Retail Banking, Commercial Banking, Markets & Securities Services, Wealth Management, and Legal.
My expertise focuses on enhancing automation, process efficiency, business continuity, and growth across various global programs.
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.
I am very passionate about the richness of food and diverse cuisines. I authored 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
🎖️Skills:
Project Management, Process Streamlining & Mapping, Outsourcing, Stakeholder Management, Business Analysis, Innovation & Growth, Agile, JIRA, Coaching
🌍Global Experience:
Kuala Lumpur, London, Hong Kong, Singapore
🪧Values:
RESILIENCE
Integrity
EMPATHY
Adaptability
Reliability
creativity
COLLABORATIVE
Continuous Learning
Key achievements as a Change Agent in Banking:
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.
Organisations I’ve Worked For:
