Singapore
An experienced Professional in the Insurance industry with over 5 years of experience in managing insurance product implementation and digital transformation project. Being a certified Scrum Master, I am also familiar with Agile and Scrum methodology. Beyond my professional life, I am keen on topics such as personal finance and personal development. Inspired by thought leaders like Ali Abdaal and Tim Ferriss, I am committed to continuous learning and self-improvement, both personally and professionally. Key achievements: 1. Successfully delivered the implementation of more than 30 life and health insurance products of various categories. 2. Led the digital transformation initiative to transition to digital communication, driving significant cost savings and process improvements. 3. Proficient in developing product launch collaterals and customer facing collaterals that require compliance with regulation and with good customer experience (e.g. Policy Contracts, Communication letters, Email templates). Proficient in project management and insurance industry knowledge: - SMU Business degree with double major in Finance and Operations Management - Certified Scrum Master - Lean Six Sigma (Green Belt) - Certification in Health, Investment-linked and Life Insurance (HI, M9, M9A) - LOMA – FLMI Level 1
•Led the end-to-end implementation of over 30 insurance products of various categories for Life insurance (Whole-life plans, Term plans, Protection plans, Savings plans, Investment-Linked plans) and Health Insurance (IncomeShield and CareSecure), ensuring timely market launch and adherence to business goals. •Drove cross-functional collaboration among the different departments (e.g. Product, Actuarial, IT, Operations) to assess new product design to define implementation scope and timeline. •Led product design specification review discussions with cross-functional teams (e.g. IT, Testers, Operations and Product teams) to align on implementation approach and operational requirements, and hence ensuring the development of an optimal IT solutioning to meet customers and business needs. •Developed product launch collaterals, such as Policy Contract, Policy Schedule, Proposal Form, IncomeShield Renewal Cover Letter and Ad-Hoc One-time communication letter, that are reviewed internally by cross-functional teams (e.g. Product, Operations, Legal, Compliance) and reviewed externally by MOH and Plain English Campaign (crystal mark certification). •Led the weekly Cross-functional Product Implementation Workgroup (PIWG) meeting with the agenda of resolving product implementation challenges, planning of resources to support product calendar changes, tracking of resource utilisation, and identification of issues that requires escalation to senior management. •Conducted the annual product calendar budgeting exercise with the PIWG to align on resource and timeline planning to support next year product calendar to meet business needs, and identify resource deficit to be communicated to management for additional budget approval. •Coached and mentor new team members by providing leadership and feedback to build their competencies in managing product launches and other team projects. •Appointed as the Department Business Continuity Management representative
•Spearheaded the digital transformation initiative to transition from hardcopy letters to digital communication for customers, resulting in the digitalisation of more than 100 letters to achieve millions of dollars in costs savings and significant reduction of paper consumptions. •Identified opportunities to drive additional cost savings by re-engineering existing letters to substantially reduce number of pages, resulting in 6 figures annual postage savings. •Developed and executed the comprehensive digitalisation roadmap by detailing the end-to-end customer journey, crafting communication strategies to transition customers to digital communication, developing new operational processes and materials, and establishing system enhancement prioritisation schedule. •Collaborated with multiple stakeholders in IT and Operations to review business processes and provide requirements to develop an optimal IT solutioning. Ensured optimal customer experience by implementing best practices from market research and internal focus group reviews. •Developed Tableau reports in collaboration with IT and Analytics Team to track and report digital savings to senior management as part of ESG goals.
•Developed comprehensive knowledge of an Insurance Company processes through job rotations across distribution channels (Branch services, Agency, Partnership Distribution) and Life and Health Operations (New business, Underwriting, Claims, Policy Servicing). •Co-organised Income Hackathon case competition (FutureX) for university students. Mentor a team of 4 in the use of design thinking methodology for the hackathon
- Designed a new process flow to meet business needs via quantitative analysis of historical trends and qualitative analysis of stakeholders’ work routines and feedback, leading to increased efficiency and accountability - Developed an Inventory Management system using Excel and Salesforce to effectively track inventory level, and also to set KPIs to measure returns on investment of samples given to clients & operations - Coordinated with the various business groups & vendors to execute marketing events e.g. 3M Step Up Challenge
•Streamlined business processes in the cross functional department through designing new SOPs that improve communication whilst reducing projects’ costs. •Analysed profit margins of the various project tenders and investigate any large deviation from planned margins. •Managed third party vendors’ compliance to Siemens Supplier Quality Management by tracking their accreditations as per required for the individual product categories. •Involved in the procurement of third parties vendors for various projects