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Summary

I have extensive working experience in both life and general insurance Company, mainly in the Customer Service and Operation department. I'm currently working in AIG Asia Pacific Pte Ltd as a Senior Business Analyst/Project Manager. I'm versatile and can adapt to new changes very well. My strength is in connecting with people, work with them and achieve common objective. In addition, I can  plan and organize things well. My skill set is in customer service, project & change management, process analysis. communication and team building.   

Work experience

Mar 2013Present

Senior Business Analyst/Project Manager

AIG Asia Pacific Pte Ltd

 

Name of the Project : Travel Back Office system 2

From Oct’15 to Present

 Act as a Business Analyst Manager for Asia Pacific – familiar with the business requirements and business solutions (both functional  & non-functional).

  • Work very closely with the local team from 4 countries (Singapore, Malaysia, Thailand and Hong Kong). 
  • Support the Product Revamp & updates exercise (a program dependency) and work very closely with the regional Underwriting team.
  • Support the IT team, change management team and the local teams on requirements, clarifications, testing, and training.
  • Support the program manager in providing concrete information and/or action plans for decision steering.
  • Manage and maintain the schedule, resource plan and budget within own work stream.
  • UAT lead in planning & executing the UAT plan. 
  • Prepare the test scenarios & assist country users to prepare test cases.

 

 

Name of the Project : Commercial Lines Administrative staff Migration.

From Jul’14 to Sept’15

 Achievements

  • Worked with AIG Shared Serviced Project team in executing the project plan and work schedule including highlighting issues, conflicts and interdependencies.
  • Assist in the collation of the requirements of the work to be migrated.
  • Be the Person of Contact for any clarification/Escalation in Singapore.
  • Track the benefits of the project and present it to the Sponsor before and after the project.
  • Reviewed the process flow and training document, provide advises and guidance to users.
  • Arranged travel arrangement for Subject Matter Expert to train shared service staff in overseas.
  • Worked with Head of Operation and Risk Officer to prepare Risk assessment document for MAS for the migration work.
  • Engaged Head of Department in various stage of the project phase and obtained sign-off.

 

 

Name of the Project : Global Document Management Solution (GDMS)

From Mar’13 to Jun’14

 Achievements

  • Successfully implement the GDMS in Singapore on time and budget.
  • Manage the highest number of end users of about 200+ as compared to other Asia Pacific countries.
  • Identify the gaps and work with external Consultants to deliver and present the new solution to Consumer and Claims user.
  • Appointed as an interim Process Owner for 3 months after the system went live to resolve the major bugs and fixes of GDMS.
  • Participated in the Change Management process and workflow review with internal stakeholder in Singapore.
  • Work well with the project team members and effort was recognised by Company, was awarded a token of appreciation at the end of the project.

 

Deputy Manager                                          

Customer Service Group

 From Apr'11 to Feb'13

  • Manage about 12 staff to process Group & Individual Personal Accident policy and Commercial policy (Casualty, Financial Lines, Marine, SME, Surety, Aviation & Trade credit).
  • Ensure that the policy processing meet KPI.
  • Continuously seeking process improvement and document Standard Operation procedures.
  • Handle the feedback from the various HOD of the respective business lines.
  • Participated in a project to manage a team of temporary staff to manually data transfer for 16 months with an average of 1400 records per month from an existing system to a new system.

 

 From Jan'09 to Mar'11

  • Participated in the project of migration of processing activities to Malaysia Shared services for Consumer Lines products.
  • Promoted from Assistant Manager to Deputy Manager in Jan 2012.
  • Participated in the project of conversion of incoming documents to paperless solution for consumer line (Home, Auto, Individual Personal Accident and Travel).
  • Trained a newly setup mailroom and scanning team to identify the different types of documents. Prepared Standard Operation Procedure (SOP) for various stakeholders such as accounts dept, profit centre to understand and manage the changes.

 

Period : Jun'03 to Dec'08

Consumer Line products - Direct/Worksite Marketing and Fast Track (Creation of Auto Claims), Non-auto product insurance, Auto and Travel Insurance

  • Handle write in complaints and occasional walk-in customers.
  • Ensure that the Processing Turnaround time and Quality for all the business line was met.
  • Participated in projects on system change for Home Insurance and GEM (Customer Interactive System).
  • Coach and trained new staff to learn the applications to process insurance documents.
  • Distributed daily work to staff and tracked processing KPI.
  • Handle write in complaints for Non-auto, Travel, Direct Marketing/Worksite Marketing products.
  • Sole contact person for HDB fire insurance, act as a liaison between HDB and AIG. Compile monthly billing report, handle all enquiries, oversee the staff at HDB counter that issued HDB basic fire and Home Contents Insurance.  

 

 

Jul 2000May 2003

Customer Service Officer

Prudential Assurance Company Ltd - (Life Insurance Department)

  

  • Attend general/product enquiries for policyholders.
  • Handle complaints by identifying the root causes and resolves problems.
  • Process minor alteration on customer data such as address, date of birth,   Occupation etc.
  • Ensure that the quality and quantity of calls meet the KPI set by the Company.

 

Jan 1994Jun 2000

Executive Assistance/Insurance Consultant                              Overseas Assurance Insurance Corporation Ltd                  Consultant                                                                                        Prospect and source for new customer.                                    Provide Financial & Estate planning advices.                             Provide after sale services                                                                  Executive Assistance.                                                                      Explain general/product enquiries to insurance agents and policyholders.                                                                                  Process major & minor alterations for customer data such as cancellation, reinstatement, giro, policy loans etc.                  Attend daily walk-in insurance agents and policyholders.            Handle phone calls from insurance agents and policyholders.

 

Education

Jul 1998Jun 2001

Bachelor of Science in Psychology with Management                   

 Singapore Institute of Management

Completed 4 years part-time study awarded by UK Open University.

 Was awarded The Professional Diploma in Management at the same time.   

Jul 1990Jun 1993

Diploma in Chemical Process Technology

Singapore Polytechnic

Completed 3 years full-time study

Certifications

Australian Insurance Affliate

Australian Insurance Institute

Equivalent to the Diploma in Life Insurance in Singapore.

Certificate in Personal General Insurance, Health Insurance and    Investment-linked life insurance

Singapore College of Insurance

Skills

Computer/Technicial Literacy

Competence in using MS Words, Excel and Powerpoint. And the various application such as  for the insurance products.

Adaptability/Flexibility

Adaptable, mobile, positive, patient risk-taker who is open to new ideas. 

Problem-solving 

Innovative problem-solving who is able to generate workable solutions and resolve complaints.