Singapore
I build products and systems that deliver real outcomes - across customer journeys, digital platforms, and now AI-driven workflows. At FPG, I led the development of our omnichannel platform, scaling it into a product-led ecosystem serving ~1M+ weekly users. I focus on structuring teams around customer journeys, owning measurable outcomes, and integrating operations as part of the product experience - not treating them as separate layers, especially not just as "tech". Today, I lead AI Product Development and the AI Centre of Excellence (CoE), driving the shift from assistive AI to agentic workflows that can take action with clear accountability. I’m shaping our enterprise AI workspace (Workbench) and establishing the governance needed to scale AI safely and responsibly across the organisation. I work at the intersection of product, engineering, and design, bringing a product mindset to complex systems and focusing on how technology translates into better decisions, better experiences, and better business outcomes.
Leading the enterprise adoption of Agentic AI at FairPrice Group through the AI Centre of Excellence - driving the transition from experimentation to production-grade AI embedded into everyday work. Own the end-to-end development and scaling of AI-driven products, working cross-functionally across business, product, engineering, data, and operations to identify high-impact opportunities and translate them into practical, scalable solutions. Focusing on, 1. AI Product & Strategy 2. Workbench (Agentic workspace) 3. Responsible AI & Governance 4. Autonomous Operationalisation at Scale Building towards accountable AI-driven workflows, with clear human oversight and accountability.
Built and scaled FPG’s Omnichannel App and E-Commerce Fulfilment Operations into a product-led omnichannel platform (exceeding a million WAU), structured around core journeys (shopping, checkout, fulfilment, loyalty) with clear ownership of outcomes. Established a true product operating model with teams owning problem discovery through to outcomes, while enabling scale through high-velocity product engineering (~400 deployments/month, >95% SLO) and integrating operations as part of the user's experience. Delivered key omnichannel experiences including seamless online-to-store journeys, Scan & Go in-store checkout, embedded loyalty and vouchers within shopping and payment flows, and flexible fulfilment (delivery, fulfilment-from-store, direct fulfilment) - driving higher conversion, repeat usage, and customer satisfaction. Sustained high growth and reliability at scale, improved engagement and basket size through continuous experimentation, strong DORA performance (low CFR, fast recovery with low MTTR), and zero change failures during major festive periods (e.g. CNY, Hari Raya, Deepavali, Xmas).
Takes care of core products at FairPrice Group, which are customer-facing products, involving designers, product managers and end-to-end teams of software engineers. All discovered, designed, developed and maintained in-house! The teams work with our social enterprises and are committed to improving the lives of families in Singapore. Our core products are, Identity - a single account that securely and uniquely identifies customers across NTUC Social Enterprises, to make welfare beyond daily essentials accessible Memberships - several membership programs for repeat customers, such as Plus! and Just Wine Club. Rewards - our rewarding program that makes shopping at FairPrice Group fulfilling by providing valuable rewards, such as Linkpoints, Vouchers, Lucky Draws. Payments - our omnichannel payments platform to provide customers with their preferred payment method for offline and online channels, such as Pay via FairPrice app - involving FairPrice, Unity, Cheers, and Kopitiam outlets. I also take care of Common Services, and these are developer-facing services and tools, such as for communications (Email, SMS, PNS), media (Image, Video, File) handling, Continuous Integration / Continuous Testing / Continuous Deployment toolings. I lead a niche Quality Engineering team with a unique setup, not a separate testing department. All testing processes and activities are diffused, blended into the entire scrum team, ensuring that product quality is everybody's responsibility.
Line Management; conducts team member appraisals, goal settings, and runs regular team member 1:1s. Assesses team member training requests for suitability against agreed objectives and professional development plan. Leads and coaches on Agile (Scrum, Kanban) activities ran across multiple teams. Contributes to technical pre-sales; Verifies opportunities from a tech point of view, provides estimates for commercial proposals, and provides technical subject matter expertise during sales calls and meetings. Reviews and provides expert opinion on outgoing Commercials Proposals and Statements of Work. Provides expert opinion on project deliverables including wireframes, designs and other project artefacts. Recruiting team members in accordance with Tigerspike policies and ensuring new recruits have the right personal and professional attributes. Plans resourcing options for team members. Involves in regular senior management catch-ups with Heads and Directors (Design, Delivery, Sales). Disseminates expert knowledge within the business by conducting lunch and learns, sending information to the appropriate SMEs, and updating the intranet developer wiki. Determines how evolving best practice can be applied to projects and feeding that into policy setting with the Technical Director and appropriate technical groups (SMEs). Maintains relationships with regional counterparts to ensure the regional policy is consistent between offices and applied uniformly. Ensures software development best practice is followed by reviewing code in source control, meeting with project developers, and critiquing solution and software architectures. Authors software designs and architectures for technical projects. Develops software and ensures the quality of developed software by team members. Ensures team members follow JIRA best practices as workflows laid out and designed collaboratively with Tech Director.
Contributes to technical pre-sales, including qualifying commercial opportunities, providing estimates for commercial proposals, and providing technical subject matter expertise during sales calls and meetings. Performs as the principal technical contact (Technical Lead) for the projects to which are assigned, including attending Sprint Planning, Backlog Grooming, and Showcase meetings. Contributes to the software design processes; leading whiteboard sessions, technical workshops, and prototyping. Develops iOS/Android software rapidly and robustly, ensuring the quality of the engineering work on the projects assigned. Authors software designs and architectures in projects. Peer reviews colleagues code. Follows development best practice, including adhering SOLID principles, contributing to development wikis, using GitFlow, etc. Mentors more junior colleagues.
Joined under an IDA Mobile Venture Fellowship program. Inherited Agile Methodology through Scrums, Sprints, StandUps and Spikes. Sustained life-cycles of Software Development for banking projects in different markets. Lead By Example with Product Management for an inhouse employees management mobile application. See-Through, Developed and Launched iOS Applications from project initiation till production stage. Enabled Responsive Web Development for existing mobile applications of the bank through CSS, HTML5 and Javascript. Involved in development of a classified project between Standard Chartered Bank and a Telco which deals with mobile payment in SG market. Crafted Testing Automation Standards to reduce redundant manual manhours on testing. Designed and Maintained jobs on Continuous Integrated servers to streamline processes. On top of BAUs, Marketed the World's Highest Transaction which uses SCB's Breeze on the summit of Mount Everest. Promoting the mobile banking philosophy where customers can bank anywhere, anytime. Played competitively for Standard Chartered Football Club. Trained and fight through league matches with networks across the bank.
Tasked to an on-going project, Far East Home Buyers’ Web Portal. Took ownership of the Content Management System and also developed admin backend modules of the portal with The Team. Designed EDMs for customers. Engaged in merchants negotiation. Facilitated meetings with merchants. Proposed contracts extension with merchants for customers.