WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Highly motivated and experienced professional with significant experience in both operations and project environments in the Reinsurance and Insurance industry. In my experience with people leadership, I have focused on change delivery, capability uplift and managing risks that come with new technology deployments in an operations space. Experienced in Agile Project Management, Active Operations Management, Operational Resilience, Outsourcing Governance, Business Continuity Management and also Operational Excellence. Worked with stakeholders from Risk Management, Legal and Compliance, and Quality Assurance teams to enable plans and strategies in driving team performance whilst complying with regulatory requirements. Experience in several areas of the business has enabled me to develop invaluable skills in people management and strategic delivery.
- Outsourcing Governance - Operational Resilience - Business Continuity Management
- Responsible for managing, monitoring and supporting strategic business activities and projects specialising in Business Planning, Process Improvement and Digitisation for Digital distribution, Family Takaful Operations and Channel management by working in close collaboration with all functional heads across the organisation. - Responsible for planning and developing business operational strategies that are in line with the Family Takaful business directions in driving the continuous improvement and innovation in the operational infrastructure. - Responsible for implementing and coordinating strategic/transformation projects (e.g. new services / processes, automation and digitisation, etc) in accordance with the project objectives and target deliveries set, which involves working with key stakeholders to ensure the requirements are covered through BAU activities, encompassing operations, customer experience, claims, and resolving any project issues, coordinating and monitoring implementation. - Responsible for ensuring ensure effective governance structures are in place to enable oversight, control and monitoring of strategy execution and implementation plans.
- Transitioned the Adviser Services function which was administered by the MLC Wealth team at the National Australia Bank onto a new technology platform. - Recruited and Onboarded a new team of 15 direct reports in order to successfully administer this new function and led them through this large technological change by creating training plans and were successfully delivered. - Delivered on systems and controls testing and end to end process creation for this new team and successfully managed a number of technical defects with various stakeholders and vendors to resolution through the utilisation of several platforms. - Developed a new framework with the Quality Assurance team in order to ensure that all controls were operating effectively to continue to achieve desired customer service. - Experienced in Operational Risk Events ensuring that they are managed, identified and escalated in line with the company's Event Management policy and also implementing new controls for the new processes in line with our obligations. - Achieved set target KPIs within a 6 month timeframe with the challenge of also managing inflight work due to the transition of this function and its manual migration to the new platform, whilst also focusing on building capability in both current roles and focus on future development, and ensuring the safe delivery of the new technological changes.
- Proactively managing Grade of Service of customer requests coming through for the New Business team while building strong connections with our clients and key stakeholders resulting in a positive customer experience. - Met and exceeded Operational Key Performance Indicators by creating and leading a team driven environment and positive team culture. - Led and developed team members by providing mentoring, coaching on individual development plans, implementing performance and conduct management. This led to several of my direct reports obtaining new roles progressing internally within the business. - Experienced in Risk Events ensuring that they are managed, identified and escalated in line with the company's Event Management policy. - Actively involved in the recruitment process and also redeveloped our Recruitment strategy by improving our interview and candidate selection process. This has led to a higher uptake rate of candidates applying for the role and also sped up the time to competencies for candidates at the induction stage.
- Stepped out of Leadership role into a Project role to transfer and form the Resource Planning function from each of the Operational teams into a singular Centralised team. - Realised efficiencies from this Centralised model in the form FTE savings, increase in leader engagement, increased capacity to enable people development and an increase in forecast accuracy; enabling us to direct resources where necessary according to seasonal trends and team performance. - New Operating Rhythm created for the Operational teams for reporting and planning; new reporting structure formed to track team performance and also centralised plans which led to a more consistent view of accountability and planning. - Worked closely with the reporting team leading to the creation of new reporting dashboard for the purposes of daily data validation.
- Ensured that customer requests are handled in a timely manner in line with our Service Level Agreement targets. - Met and exceeded Operational Key Performance indicators for the performance year – received Unicorn Employee award in 2016. · - Successful in numerous step-up opportunities into a Team Leader role. - Experienced in risk event identification and investigation while also keeping an understanding of Key Operational Risks and Obligations associated with BAU processes. - Worked on numerous continuous improvement initiatives which provided efficiencies to BAU processes at the time.