HSBC

Senior Project Manager ASP Transformation, Global Private Banking & Wealth

Sun Life

As a Regional Product Owner at Digital Enterprise Asia, I reported to the Chief Transformation Officer and oversaw the "single product source" program.  This included implementing a refined product development process, integrating a modern product configuration tool into the host system through vendor engagement, and adopting Agile methodologies across the project team.

I also remediated the program's timelines, budgets, development, and approval of the Hong Kong business case, as well as the benefit realization profile. To ensure successful future market implementations, I developed a regional playbook.

Director, Digital Enterprise Transformation Asia (Regional Product Owner)

I was responsible for managing the strategic delivery of insurance products across HSBC's key Insurance manufacturing markets on behalf of the Global Product function.  I was also responsible for day-to-day business management functions such as finance, recruitment, risk management and reporting for the Global Head of Product. 

In 2021 and 2022, I contributed to the AXA Singapore acquisition and integration, with a focus on the General Insurance strategy in the Singapore market. This involved collaborating with various stakeholders within both companies and external vendors/partners across different functions to ensure a timely and successful merger.

From 2019 to 2020, I was the Delivery Manager for the Financial Planning sales process work-stream for HSBC Pinnacle, a digitally-enabled financial planning service in Mainland China. I worked with various teams and vendors to ensure alignment with the strategic vision and led a team of BAs to produce detailed specifications and business requirements for the Technology team. I also co-developed the UAT testing strategy, processes, and related reporting and dashboards.

In 2018, I partnered with the China team and key group teams as part of the Core Policy Administration System Modernisation programme. I led a comprehensive review of product team operating models, documented key Product team processes, designed and recommended the future state operating framework, and established an operational excellence framework with measurable outputs. By leveraging these new frameworks alongside their modernised policy administration system, the local business was in a better position to reduce time to market of new products.

Global Programme Manager, Insurance

SMS Management & Technology

As a Senior Management Consultant at SMS Asia, I provided consulting services to insurance clients in Hong Kong, including AXA (Regional IT) and Sun Life (HK).

At the AXA Asia Regional Office, I led the development of Production Support and Maintenance for their General Insurance Claims Transformation program. My responsibilities included defining a new Target Operating Model, vendor sourcing, and collaborating with IT leadership, Transformation Office, and stakeholders from 7 countries/8 entities. I also evaluated and provided recommendations for the support vendor after launching an RFP with the Regional Procurement Team.

As a Digital Program Manager at Sun Life (HK), I was responsible for delivering the digital portfolio, remediating Audit items, and improving Project Management capability.

Senior Management Consultant

As a Transformation Project Manager, I delivered end-to-end operational transformation projects for ANZ's Captive BPOs. I led and coached a virtual team across Australia, the Philippines, and India. 

Some of my achievements include:
•	Establishing a multi-site resilience operating model for Australian Mortgage Fulfilment, which balanced operations between hubs in Australia, Bengaluru, and Manila,
•	Establishing ANZ OnePath Life Insurance Sydney's back-office Wealth Management operations and financial systems into ANZ's Manila hub,
•	Expanding ANZ Call Centre presence in Wellington, New Zealand, providing increased operational capability, capacity, and cost savings,
•	Establishing ANZ Private Banking Operations in multiple hub locations, improving customer satisfaction, resilience, and reducing operating costs

Transformation Project Manager

As a Business Analyst in ANZ's Call Centre, I implemented process improvement initiatives and sales campaigns while representing the call centre on ANZ Group-wide projects. 

My key responsibilities included:
•	Business requirement gathering, process mapping, process reengineering, risk identification and documentation, business case development, finance and budgeting,
•	Facilitating workshops with key business partners to determine business impacts, 
•	Development of a diverse range of training materials, call flows, call scripts and delivery of training to the frontline consultants

Business Analyst

In the Practice Operations Management & front-line Insurance support roles, I ensured the Financial Planning practice was well managed and that sales capability was well supported. 

Key Responsibilities:
•	Management of operational budgets, including expenses, corporate spending, and monitoring profit and loss statements
•	Forecast revenue flows and assist in sales processes, including quality assurance and compliance
•	Coordinated recruitment and training of new Financial Planners

Financial Planning

Commonwealth Bank

As a Tier 2 accredited financial advisor, my primary responsibility was to increase revenue through outbound sales to existing customers.

Key Responsibilities:
•	Receive customer leads from the CBA data warehouse based on certain triggers
•	Generate referrals to other areas such as the Network, Financial Services, Investment, and Insurance
•	Manage outbound calling campaigns to engage with customers and sell relevant products and services

Customer Service Officer

I am an accomplished Project and Program Manager with a focus on Business Transformation, strategy development, and execution. I have extensive international work experience and a proven track record of success in driving results across various cultures and multiple geographical locations, including Australia, New Zealand, the Philippines, India, Singapore, Hong Kong, and China.

My expertise lies in deploying complex operating models that require changes to people, processes, and technology platforms. With experience spanning digital, wealth management and insurance operations and contact centre transformations, I am committed to delivering projects with a customer-centric approach to achieve optimal results.

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