Ting Ting Ng 黄婷婷

Experience

• 

  Shell Business Service Centre Sdn Bhd

  Sept 2010 - Dec 2016

  Lead the management and implementation of any projects or initiatives that have Centre wide implications in Customer Operations, Shell Business Operations, KL.Responsibilities:- * Own a single integrated plan, detailing all the projects and initiatives happening in the Centre, and overseeing the overall program/ project delivery and reporting* Ensure all the projects comply with the DS-1 design and program management responsibilities in terms of governance structure, management processes, plans, procedures, tools, stage gates etc. * Establish a tracking mechanism to measure and monitor progress to ensure that the projects deliver on time and in full * Manage and identify all the interdependencies between the initiative to ensure successful delivery of all the individual projects* Manage the project resource and planning the logistics between projects (e.g. Coordinating testing, training, recruitment), making sure that the resources are effectively allocated and used across the initiatives * Manage all the consolidated risk and issues for all the simultaneous projects in the centre* Oversee the integrated Stakeholder and change management plans for the centre, ensuring that the projects include stakeholder and Comms activities* Conduct Project Look Backs and lesson learned sessions to ensure that the centre and other projects continuously improve their project delivery capabilities Key Achievement:-1) Successfully transitioned from legacy Commercial Fleet Cards platform to single-integrated <Horizon 3> systems for Malaysia, Singapore and Hong Kong; enabling stronger Customer Value Proposition and business margin potentials although heavily challenged by numerous preliminary system glitches. 2) Successfully deployed integrated change agenda for Offer-to-Cash Retail Malaysia organization in streamlining job scopes and processes, contributing to resource efficiency, world-class customer experience and values worth $2.3mln Show less Supervise the operations of the sub Tier 1 Team. The scope includes all HR SAP related process and system requests, self- service HROL and queries and support needs for Shell Open University and Open Resourcing.Responsibilities:* Manage a team of 16 Tier 1 Advisors by ensuring the delivery HR Services across the relevant region achieving Service Level Agreements, KPI and targets, by providing day-to-day HR systems support to individuals, Managers and HR Users within the region* Mentor, coach and support Team Members including annual performance* Manage complaint cases, satisfaction survey with the relevant Tier 2/customer and share learnings* Identify, develop and build talent within the team, ensuring regular effective communication so business and customer requirements are achieved* Provide input to streamline processes and procedures within HR Services using best practice and Shell People functionality, to provide better efficiencies and reduce costs* Work with GF IT support teams, GOS, P&S etc on changes, roll outs of projects - focal point for system support matters* Lead and/or participate in regional and global projects of HR Services (as well as those from support organizations) such as new case monitoring tool EIC 7.1, upgrade of telephony system, Welcome to HR Services onboarding etc Additional Roles:-1) Support HR Services with Learning activities/initiatives as the KL HR Services Learning Focal Point. 2) Support Emergency Evacuation team as the IT/Admin Crisis Lead (for temporary relocation of Expatriates and/or dependants during emergencies). 3) Train new joiners of HR Services on Beyond Service Excellence (BSE) – 2 days course as certified trainer Key Achievement:-Lead transition of blending the support scope/ portfolio of HR Services advisors (Tier 1 merger) through strategic action plans, empowerment and quality coaching, in overcoming knowledge challenges and achieving the highest standards of performance. Show less

  • Customer Service Delivery Manager

    Mar 2013 - Dec 2016

  • HR Operations Lead

    Sept 2010 - Feb 2013
• 

  Shell

  Jan 2017 - now

  Lead a community of ~50 FTEs globally in supporting day-to-day activities of Customer Operations frontline teams of 2000 agents; covering all countries and operating units across all Line of Businesses (e.g. Lubricants, Mobility, Chemical & Catalyst, Marine, Aviation, Agri & Construction)Key workstreams: System Support, Coaching & Knowledge Management, Controls and Workforce ManagementResponsibilities:1) Control tower support for the regional operational teams in Customer Operations, through the delivery of technical support, coaching and knowledge management and ensuring Operations controls have been correctly performed without compromising Shell's license to operate.2) Manage the global workforce in accordance with key workforce management components of scheduling, forecasting and intra-day analysis and sizing of operational teams.3) Oversee 24/7 global systems support and manage escalations to minimise operational disruption.4) Own Customer Operations business continuity plan.5) Manage standard operating procedures (SOP) across the businesses and equip all operational staff with ability to perform their task efficiently. Where needed, facilitate change management and upskilling.6) Sustain knowledge management tool as a key part of the Integrated Support Model to achieve FTE optimisation (time liberation with self-help approach)7) Work with Process and Performance manager to ensure training material is relevant and that any new business models are integrated into the design.8) Operate Financial and Business Controls including all billing, compliance and audit activities in Customer Operations. Show less Responsible for one of the most material use cases (One Shell) in the Shell EC sponsored B2B Customer Back Digital Transformation (CBDT) programme in driving transformational change by working from the customer back to deliver on our Powering Progress ambitions enabling a potential value of $61Mln. One Shell is a horizontal customer CRM that provides a set of data driven, insights led digital tools that make it easier for Sales and Marketing teams to uncover deeper customer insights and collaborate across internal organisations. This empowers account teams across Shell to show up cohesively as "One Shell" and work effectively together in supporting complex customer decarbonization engagements. Responsibilities:1) Create the digital capabilities to enable front line teams to engage in complex discussions and win with customers (current scope at scale-up involved 44 Enterprise Accounts, 1000+ Sectorial Key Accounts, 3000+ Regional Key Accounts)2) Manage a portfolio of our largest B2B Enterprise and Global Key Accounts with an agile squad delivery, interact with 5 central transformation teams and manage continued alignment across up to 14 distinct Sector teams across Downstream & RES at scale with senior Business stakeholders (VP-level and above)3) Manage investment by balancing tactical Minimum Viable Product (MVP) delivery to prove early value, while simultaneously building up digital foundation capabilities for the medium-long term4) Build reports and measurement frameworks to help Shell tracking and monitoring the strength of its key account relationships5) Leverage existing data & insights to articulate key account strategy around engagement, short-term sales and longer-term growth opportunities6) Lead a natural agile working team of 20 (Tech Developers, Architecture, User centric Design, Process, Change & Engage) across multiple geographical locations, manage ambiguity and execute complex deliveries through constant iterations. Show less Lead change and engage strategy and execution of Shell Downstream eCommerce platform (Shell MarketHub), aimed as the equivalent “AppStore” in Shell for all B2B products/services/solutions through a “Shell Digital Commerce Store” that brings the best of Shell’s digital commerce offerings in one place. Responsibilities:1) Change Design​* Owner for Digital adoption platform: WalkMe (design, development, implementation and experience improvement via analytics review) ​* Content development for training/communications​* Content coordination for product visuals/translations/etc.​* Budget owner for 2.0 Transformation Budget ​2) Change Execution​* Own coordination of local activities with various stakeholders (e.g. Product Visuals, translations, testing, training, hypercare)​* Lead Frontline team engagement for awareness /excitement/knowledge to actively promote product and platform* Owner of Rapid response / Voice of Customer close-the-loop process​ with frontline agents* Lead general team updates, on-boarding & People Survey​3) Change Adoption ​* Drive top quartile Customer On-Boarding Experience (2.0 deploy transformation) * Drive high customer adoption/stickiness post migration​/ transformation Show less Responsibilities:* Design, deploy and lead Customer Experience (CX) in Customer Operations and translate CX strategy into operational reality.* Drive Customer centric culture needed across the Customer Fulfillment e2e process to better serve customers.* Understand CX strategic intent and digital road map, its impact on the business and operations; and work with the various Business partners in Downstream as well as Customer Journey Managers, Design/Deploy Leads within the organization and Continuous Improvement/ CX Professionals to manage its execution. * Lead Customer insights (voice of customer) change management program enabling actionable insights and commercial values* Lead data analytics use case within Downstream Lubricants organization, in customer retention/ churn prediction capturing $3mln for two pilot markets * Gain insights from external research and professional bodies (on topics like Customer Experience and Digital); and make recommendation/ reference to Leaders in the organization on potential future transformation Show less

  • Head of Support Desk, Customer Operations

    Jun 2024 - now

  • Sr. Product Owner - One Shell (B2B Digital Transformation)

    Mar 2023 - Jun 2024

  • eCommerce Change & Engage Lead

    May 2020 - Jun 2023

  • Global Customer Experience Design Lead, Customer Operations

    Jan 2017 - Apr 2020