WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Technology and Business Transformation Executive with over 15 years of experience leading enterprise modernisation across telecommunications, media, logistics and energy sectors. Proven track record delivering end-to-end operating model, process and technology transformation through AI, cloud and data strategies that accelerate business growth and operational excellence. Board-facing leader experienced in architecting enterprise technology roadmaps, modernising core platforms and translating technology investments into measurable commercial value, delivering large-scale transformation programmes impacting thousands of stakeholders.
· Led enterprise technology strategy development by conducting capability maturity assessments, defining transformation roadmaps and preparing ROI-driven business cases for Executive Committee and Board review, securing alignment and investment for strategic technology initiatives. · Led the end-to-end modernisation of Pos Malaysia's core OMS , redesigning OMS enterprise architecture, business processes, operating models and enterprise service delivery across 12,000 employees and over 1,000 touchpoints. · Established enterprise technology governance and product delivery capabilities across OMS, parcel tracking, CRM and contact centre platforms. Defined enterprise architecture, technology roadmaps and Agile delivery standards while building blended internal and vendor product teams operating continuous two-week development cycles. · Established enterprise AI capabilities spanning agentic AI, machine learning and intelligent automation while modernising customer operations through omnichannel CRM and Customer 360, delivering operational efficiency improvements and cost savings. · Led enterprise-wide customer transformation, increasing Net Promoter Score (NPS), establishing Voice of Customer, Customer Journey Management and enterprise service excellence as enterprise capabilities that improved customer outcomes, service quality and operational performance. · Directed enterprise-wide governance, stakeholder engagement and organisational change across strategic transformation programmes, aligning business, technology and operational teams while embedding Agile ways of working, product ownership and continuous improvement across the organisation.
· Built and led six enterprise functions comprising Customer Experience, IT Service Operations, Cloud, Group Data, PMO and Cybersecurity, establishing a 50+ member organisation that delivered enterprise-wide transformation across people, process and technology within 18 months. · Architected and executed the enterprise technology modernisation roadmap, redesigning enterprise architecture and implementing an integrated technology ecosystem comprising Microsoft 365, CRM, ERP, ITSM, HRM, Marketing Automation and Data & Analytics, supporting businesses spanning AI, IoT, Digital Payments, Media, Telecommunications and Digital Banking. · Established enterprise technology governance, architecture standards, operating models and portfolio governance across technology, cloud, cybersecurity, data and project delivery. Built and led cross-functional internal and vendor teams while standardising delivery governance, technology decision-making and enterprise execution. · Established enterprise cloud, data engineering and analytics capabilities while driving automation, process optimisation and platform modernisation to improve scalability, operational efficiency and digital maturity across the Group. Held full P&L accountability for the Cloud business, defining commercial strategy, technology investments, vendor partnerships and business growth. · Led organisation-wide transformation by embedding Lean Six Sigma, Agile and hybrid delivery methodologies as enterprise ways of working, coaching leadership teams and developing organisational capabilities that improved delivery maturity, governance, cross-functional collaboration and continuous improvement.
· Established Astro's Cloud Business Office, defining enterprise cloud governance, operating models and cloud financial management frameworks that accelerated cloud adoption while delivering operational and cloud cost savings. · Championed strategic technology investments that strengthened enterprise capabilities, including introducing social media and brand intelligence platforms that enhanced brand protection while enriching Customer 360 and enterprise customer analytics. · Led strategic initiatives spanning Cloud Transformation, Customer 360, Big Data, Loyalty & Rewards and Digital Commerce, aligning technology capabilities with commercial strategy and business growth.
Led enterprise e-commerce strategy and commercial transformation across product management, supply chain, procurement and commercial operations. Responsible for defining business strategy, operating models and investment priorities that accelerated digital growth, strengthened operational performance and supported long-term business expansion. · Developed e-commerce strategy and capability roadmaps across product management, procurement, supply chain and logistics, aligning investment priorities with long-term business objectives that delivered category growth. · Led operating model transformation initiatives, redesigning operating processes to improve productivity, reduce operating costs and support revenue growth. · Developed data-driven commercial, pricing and customer segmentation strategies using advanced analytics to improve competitiveness and support sustainable growth.
· Led global transformation programmes for multinational energy clients, managing cross-functional teams and delivering a large technology transformation portfolio of critical projects. · Led business transformation across multiple SAP programmes, including SAP FI, PP, MM and BusinessObjects, defining business requirements, redesigning end-to-end business processes and governing solution delivery to align enterprise systems with strategic business objectives. · Developed enterprise transformation roadmaps, redesigning business processes, operating models and technology capabilities for Trading Risk Management and Transport Management platforms supporting global operations. · Delivered supply chain and logistics transformation across 40 countries, improving operational visibility, process efficiency and decision-making through technology-enabled process redesign. · Partnered with executive stakeholders to align business strategy, operational excellence and technology transformation across complex multinational environments.