Vince Wong

Experience

• 

  Datacom Southeast Asia (M) Sdn Bhd

  Dec 2006 - Jun 2013

  Reporting directly to Divisional Manager, in this role I am the business/account owner of Microsoft Loyalty Program account, a complex multi-lingual inbound call centre with staff size of over 130 reps across multiple sites (both on-site and off-shore) under my leadership, servicing Microsoft Loyalty Program customers through multiple channels and varying line of businesses within the AsPac, Greater China and South Korea Region - Accountable to deliver strategic reviews along with full operational, people and financial excellence for the overall service lines. Show less - Responsible for coaching and supervising a group of Team Managers, also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed- Maximize revenue generation to reach long and short term financial projects- Selecting, training, developing, and managing performance of direct reports; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)- Create and maximize relationships with client partners- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements- Attend business reviews with the client- Handle a team of Team Managers Show less - Responsible for the overall performance of the team, technical and procedural competency/expertise of support team and Customer Satisfaction results. - Monitoring and managing for performance of all KPI's including quality of service, service levels, call volumes and schedules.- Took action needed to ensure customer satisfaction, cost control, and efficiency by analyzing data from multiple sources to find areas in need of improvement.- Developed daily call center team plans with strategic personnel.- Supervised 4 supervisors and 30 customer service reps to provide supports on inbound calls and emails over one line of business for client's commercial customers and consumers throughout South East Asia. Show less - Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performance and turning around under-performing customer service reps, resulting improved contribution in customer satisfaction and team morale.- Supply all required knowledge on an adhoc and structured basis.- Analyze data from multiple sources to find areas in need of improvement and provides this through process improvement and staff management.- Resolved escalated customer complaints and issues, ensuring one call resolution. - Acting supervisor and or team manager as needed Show less

  • Business Manager - Microsoft Loyalty Program AsPac, Greater China and South Korea

    Nov 2012 - Jun 2013

  • Operation Manager - Microsoft Customer Service SEA

    Apr 2011 - Oct 2012

  • Team Manager - Microsoft Customer Service SEA

    Aug 2009 - Apr 2011

  • Team Lead - Microsoft Customer Service SEA

    Jun 2007 - Jul 2009

  • Customer Service Representative

    Dec 2006 - Jun 2007
• 

  British American Tobacco

  Jul 2013 - Dec 2016

  Reporting directly to Head of Marketing IT, I am the Service Line Owner for a critical Regional Trade Marketing application, SWIFT+, which is used by AsPac markets to manage sales and distribution, collection, stock management at sales van or depots, and interface data with SAP systems and multiple legacy applications. I am accountable to business systems owners for the end to end lifecycle of the system, covering multiple business functions and processes on a range of technologies and platforms (SAP, Oracle, Bespoke, package apps). Key Responsibilities • Accountable and manage the application’s day-to-day operations via the handling of IT Service Management ie. Incident, Change, Problem & Request Management;• Responsible to manage the overall TCO (Total Cost of Ownership) of the systems;• Lead the development of new and improved service capabilities to meet changing global business requirements; • Negotiate, agree and manage operational plans, service level agreements, contracts and budgets and monitor implementation to ensure targets are met; • Pro-actively adopt new global processes, tools, policies and metrics; • Led an outsourced support team (off-shore) of 10 to deliver operational performance excellence; • Ensure operational risks are mitigated by implementing common business release planning, change, quality and release management processes; • Extended continuous support to multiple key projects; • Ensures the agreed global, standardized IT Service Management processes are used e.g. for Financial Management, IT Security, Service Transition Management, Configuration & Asset Management, Knowledge Management; • Ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions. Show less Reporting to Service Line Owner, I led an outsourced support team (off-shore) of 12 resources and was responsible to manage the day-to-day support operations of a critical regional trade marketing application for ~2000 internal and external users within AsPac region. Key Responsibilities • Responsible to manage the application’s day-to-day support operations via the handling of Incident, Problem (Root Cause Analysis) & Request Management;• Responsible for the delivery of agreed work products, resources, expertise and guidance in order to: 1. Analyse and review vendor performance against contract and agreed SLAs 2. Manage vendor governance to ensure performance issues are addressed and relationship is effectively managed 3. Work with vendor to identify and implement opportunities for service improvement 4. Actively drive minimization of total cost of ownership Use professional language and show how your duties impact the business where possible • Uses agreed global, standardised IT Service Management processes; • Ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports;• Implement appropriate risk management processes and take appropriate and timely actions;• Tracks and reports progress and performance against team objectives, service level agreements & budgets;• Co-ordinate the activities needed for effective management and delivery of application support service;• Service Architecture, Design & Transition and Service Integration - Collaborate to ensure effective transition of services and improvements to application support processes;• Vendor Management - To collaborate in effective supplier management and to develop and improve supplier management of service providers, Business Systems Owners (and their representatives) / Functional IT Managers. Show less

  • Solution Center Manager - Sales Trade Marketing Application (AsPac)

    Jan 2016 - Dec 2016

  • Application Support Manager - Sales Trade Marketing Application (AsPac)

    Jul 2013 - Dec 2015
• 

  RB

  Aug 2017 - Nov 2020

  - 1 Year acting capacity- Head of IT for Malaysia, Singapore, Thailand, Philippines, Indochina, and Indonesia. The SEA team is responsible for the IT Management to 5 Commercial and 3 Manufacturing sites- Business partnering with Local Sales, Marketing, and Supply Chain (Includes IT Project, critical operation activities, IT service improvement and IT cost)- Leading and managing a team of great talents – Business analysts, software developers and infrastructure support team focusing on implementing global and local IS strategy in the business through business requirements definition, IT projects execution and deployment of agreed services. These includes but not limited to: o Big data & advanced Analytics ie. Power BI, Machine Learning and Predictive Analytics o Distribution Management System, Sales and Merchandiser Force Automation ie. Newspage o System Integrations o RPA & Digital Marketing o Infrastructure Support, Maintenance and Upgrades- Ensure resolution of IT issues impacting business performance - act as the escalation point for IT in the Business Unit- Manage finance and budgets Show less Reporting directly to the Regional IS Manager, I work in close co-operation with local & regional marketing and sales teams and the Global IS competency center, to play a pivotal role of instilling IS processes, practice and standards and to facilitate the initiation and delivery of agreed business projects. Primary responsibilities will be to act as business partner on Customer Sales and manage/lead projects.• Deploying solutions delivered by the IS/IT Team in the following area and responsible for all phases of project delivery -o Big Data reporting and Analytics o Distributors Management Systems (Newspage DMS)o Sales Force Automation / Execution (Newspage SFA)o Merchandising Force Automation/Execution (Newspage MFA)• The accurate delivery of all allocated projects (in terms of time / cost / scope / resource allocation)• Identifying and initiating any new projects in line with established project methodologies• Development of functional documentation to support projects• Analysis, capture and documentation of project requirements• Adopt and enforce standard project management methodologies for all projects Show less

  • Regional Information System (IS) Manager - SEA and Indonesia

    Jun 2019 - Nov 2020

  • Regional IS Senior Business Analyst - SEA

    Aug 2017 - May 2019
• 

  Dutch Lady Milk Industries (M) Bhd

  Nov 2020 - Apr 2024

  Head Of Information Technology
• 

  FrieslandCampina

  Apr 2024 - now

  Regional IT Commerce Lead (Asia & MEPA)