Shah Alam, Selangor, Malaysia
23 years of working experience in both Multinational and SMEs. Started as an IT support engineer, growing into various roles such as Team Lead, Operations Manager, Service Management and Service Delivery Management. Expanded skills (2 years) as a Process Consultant for SMEs. Key skill areas: People Management, Service Delivery/Operations, Process development and Improvements, IT compliance, Project Coordination, understanding of Budgets and Tracking, Strategy Planning and execution aligned with Strategic Business Directions/Roadmaps, E2E Supply Chain Process (tiling retail industry). Also skilled in resource hiring and performance/career management, mentoring/coaching and learning facilitation. Highlights: • Shell Management Trainee Programme graduate. • Exposed to global working in diverse cultural and ways of working. • Awarded multiple performance recognition awards and company shares. Promoted on average every 4 years. • Team received Contact Centre Association Malaysia - Best Newcomer Contact Centre 2012. • Certified Experience Hire/Graduate Programme (Management Trainee) Shell interviewer. • Facilitated Leadership training for new Leaders (Shell Cyberjaya). • Strong interpersonal and communication skills, logical thinker with continuous improvement mindset. • Customer centric and strong relational skill with people at all levels. Coaching, nurturing and building others to succeed. Areas of Expertise: • Strategy Planning, Operations, Service Delivery. • Customer Care/Service Centre Setup, Operate and Management (IT/Business). • Business Analysis, Process Development and Continuous Improvement (LEAN). • Business Cost Improvements and execution. • Teams and Stakeholders management–internal/external. • Change Management (IT) and Controls. Career Goal: A leader who leaves a legacy in nurturing others to continuously improve and fulfil their potential, resulting in an excellence mindset to achieve and excel in achieving both personal and business goals.
Manage and lead the IT department. Providing IT strategy and identifying key IT projects implementation. Leads a team of IT professionals in implementing key IT projects and IT as an enabler improvements in addition to daily operational support of internal users.
Process Mapping and drive usage of standardised processes - overall end to end business operations processes. Process improvement - Introduce process efficiency and effectiveness using LEAN methodology. Provide process input into the ERP (MS D365) implementation exercise. Provide knowledge sharing and consultancy to Senior Management (Head of Finance Department -Senior Finance Manager - International entity)
Contracted to map the End to End business processes for this Online Florist Company. Also Headed the Customer Service Dept and Purchasing Department on an interim basis to improve the services and processes. Highlight - Significantly reduced issues reported during mothers' day orders by more than 1.5% compared to the previous year. Also introduced new ways of working to provide customer alternative solutions for logistic issues.
Setup a new team, Commission, Manage and lead the team of Contracting and Procurement (C&P) Support Service Desk personnel to provide solutions for C&P related queries and issues. Drives continuous process improvements through the collection of data, identifying areas of improvement and rectifying deficient working in the end to end process. Team Manager for 3 Team Leads and 25 Support Analysts. Lead and manage service KPIs/SLA delivery. Strong in process improvements, involved in strategic planning and key in strategy implementation.
People management - Staff and Contractors, Operations delivery againsts set KPIs/SLAs and Continuous Service improvements.
Manage the team and services providing Payroll and Time Application Services (SAP ERP) for Shell APME region. Manage internal staff and also contractors. The service include 3rd level support for internal Shell customers.