Veronica Lum

Experience

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  ORACLE FINANCIAL SERVICES SOFTWARE LIMITED

  Jan 1998 - Jan 2000

  Senior Technical Consultant (JD Edwards ERP, Architecture, ETL, Analytics, Application Development)

  •Technical consultancy and trainer in ERP architecture, ERP installations/upgrades, Application development, Analytics Development, ETL, Data Migration, Software objects modification and deployment •Conducted Business partner technical ERP audits•Clients served: Deloitte Malaysia, HCL Technologies India, SsangYong Cement Singapore, Kimberly-Clarke Malaysia (Sanitary ware manufacturer), ASJ Pte Ltd Singapore (Resistor Manufacturer), China General Plastics Corporation (Taiwan)

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  SAP

  Jan 2000 - Jan 2002

  Senior SAP CRM Consultant

  Reported to Consulting Manager of SAP Singapore, top ERP IT company. Responsible for SAP CRM consultancy, pre-sales engagements, conducting SAP CRM Training.1. SAP Pre-sales engagements with large MNCs and Singapore government organizations• CRM Value Proposition presentations and CRM demo to “C” level audience• Business opportunity assessment, risk assessment, follow up with leads• SAP Professional Consultancy Services cost estimations, RFI, RFP, Tenders, CRM solution proposals for million-dollar CRM opportunities • Clients won: Successful mySAP licence conversions through pre-sales engagements - NUS, Sony, Chevron Texaco, Diethelm DKSH2. Application Consultancy, Application Services in Asia (SAP CRM - Marketing, Sales, Services, B2B, B2C, Ecommerce, Mobile Technology, Sales Order entry, Omni-channel processes)• Consultancy methodology tools and techniques – Opportunity Assessment, Risk Assessment, ASAP Project Management Methodology, Business Analysis, Business Process Mapping, Business Blueprint Design, Prototyping• Functional Area Subject Matter Expertise of SAP CRM, SAP Middleware systems• Excellent customer satisfaction ratings as SAP CRM Instructor at SAPient College• Consultancy clients served: City Development Limited Singapore, Chevron Texaco, HP Computers Show less

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  Dimension Data

  Jan 2004 - Mar 2008

  Program Manager - Projects & Governance (PMO, Global Service Centre - Managed Services)

  Global technology integrator and IT managed services provider. Fortune 500 MNC clients in all industries. Reported to Global Service Centre GM. 1. Strategic Organization Transformation Program Management in 13 APAC countries. • Led cross-function teams from Managed Services, Finance, HR, IT, country operations to achieve corporate objectives and strategies• Executeed consolidated project roadmaps across different functions within business areas and IT• Developed, implemented effective project management strategies that align with the organization's objectives, goals, and mission• Integrateed, maintained project schedules, tracked progress, provideed status reports to stakeholders• Launched 2 Global Service Centres of 400 agents, 10 Satellite Support Centres, integrated with Service Delivery, Field Services operations• Agent interviews, recruitment, call simulation trainings• Clients served: Insite, Uptime Managed Services (Infrastructure monitoring, field engineer dispatch) for BMW, J&J, State Bank of India, Sumisho Japan2. ITIL Process Management, ISO20 000 Organization Certification• Led team leads to create Support Policies, Procedures, Work Instructions• Continuous improvement, Performance Metrics KPI Measurement, Core Metrics.• Organized ITIL trainings for 400 agents, shift leaders, operation managers.• Incident Management, Change Management, Configuration Management, Problem Management, Service Level Agreement SLA Management, Service Request Management3. Technology Architecture Programs 24x7 Dimension Data Contact Centres• Global Siebel CRM - Workflow, SMS Escalation, Analytical reports• Contact Centre Infrastructure - CISCO Telephony IPCC, Customer Hotlines Call Routing, Hotlines IDD backups, Call-flow design, Voice mail, Bandwidth Capacity4. Operation Management, Continuous Improvement• Customer Satisfaction Surveys, Service Improvement Plans, Balance scorecard, KPI Metrics, SOP Trainings, Shift Roster, resource optimization, PDCA Show less

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  IMS Health

  Apr 2008 - Sept 2016

  Director of Project Management (APAC PMO) - Global Delivery, Technology Solutions

  1. Director of PMO Office - SEA, China, Korea, Australia, India, Japan - 2013 to 2016• Improved standards of Project Management by introducing Corporate Project Management Methodology to 40 project managers in the region• PMO activities: Risk Management, Change Management, CRISIS management, Monthly Project Performance Dashboard and Employee Certification Target• Monitor project deadlines, budgets, and quality standards• Continuously improve project management processes and methodologies2. APAC Quality Manager (OpEX Operation Excellence) – SEA, China, Korea, Australia, India, Japan – 2013 to 2016• Set up team of 6 matrix-report APAC Quality Managers in 2013 who trained APAC project managers in corporate quality management QMS framework • Conducted EMEA & APAC PM project management process audits• Worked with local BU teams to prepare presentations and audit evidence for Client audits (Project Management Process and ITIL Software Support process)3. CRM Analytics Support & Operation Management – 2013 to 2016• Technology Product: Mobile Intelligence Asia CRM, Qlikview Analytics• Coached team of agents from China, Singapore, Korea to provide level 2 support to key account pharmaceutical client (procedures based on ITIL framework). • Performed day-to-day operation management of software support members. Ensured that SLA KPI are achieved, and quality service was provided. Show less

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  IQVIA

  Oct 2016 - May 2024

  Director of Project Management - Technology Solutions, Global Delivery

  1. Global software program management, project management of large complex cloud projects for top pharmaceutical, healthcare, and life sciences firms• Technology Delivery Lead of APAC, Europe, USA resources in IT strategy digital transformations• Agile methodologies, Scrum master, SDLC waterfall.• Program, project planning, schedule dependencies, risk management and mitigation, IT project roadmaps• On-time, on-budget, high customer satisfaction, profitable projects• Commercial Financial Management – Proposal, SOW, Cost estimation, Resource Forecast2. Team Management, design, software development, Technology Services delivery1) OCE Personal, OCE Digital (Orchestrated Customer Engagement CRM) built on Salesforce Sales Cloud SaaS and Salesforce Marketing Cloud SaaS2) LEXI iPaaS Integration-Platform-as-a-service - Salesforce MuleSoft3) Nexxus Mobile Intelligence CRM (Mobile Solutions on iPad, iPhone) 4) Data & Analytics - QlikView (Qlik Sense), SQL, RDBMS5) OneKey Healthcare Professional database6) RELTIO MDM Solution (Master Data Management)7) Organization Manager (Salesforce Territory Alignment)8) Sales Order, Doctor remote detailing (Kadridge), Doctor Consent Management, AE Tracker (Adverse Event)9) Custom development in .NET C#, Web development, Mobile app development, MuleSoft ETL Data Migration, Java, Databases, SQL10) Cloud migration projects3. Stakeholder Management & Leadership• Client Workshop facilitation - Requirement Analysis, recommend improvements, client presentations, Customer Experience• Client influencing, Business Relationship - PMs, Scrum masters, Sales & Marketing directors, Sales Force Excellence Managers, IT Directors• Virtual and on-site team communication: Business analysts, Technical project managers, Account Managers, Client Services Managers, Support Managers, Product Managers, Country GMs• Mentoring of new members – Junior Project Managers, QA managers, QA testers, Trainers, Support Managers, Support Specialists Show less

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  AsiaPac Technology Pte Ltd (from M1)

  Oct 2023 - now

  Deputy Director, PMO, Global Technology Services (Digital Solutions & Infrastructure)

  1. Infrastructure/Cloud/Security/Full-stack development/Analytics Technology Program Management and Project Management• Lead AsiaPac and partner architects, technical leads, developers and engineers to deliver digital transformation projects to multi industry clients• Ensure project success through effective roadmap planning, tracking of issues, risks, change requests and activities dependencies2. Professional Services Project Managers Team Management• Lead AsiaPac’s team of project managers to deliver infrastructure projects using state-of-the-art technologies in servers, network, storage, cloud and security solutions.3. PMO Project Management Office Leadership• Promote PMO Project Management best practices, governance, framework, tools and techniques for delivery excellence Show less