Edmond Gerald Michael

Experience

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  Great Eastern Life

  Feb 1993 - Jan 2002

  Executive – Underwriter & Customer Care

  OperationsLife , Policy Servicing, Claims, Call Centre , One Stop Centre

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  Uni.Asia General Insurance

  Feb 2002 - Jan 2005

  Senior Executive – Customer Care
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  AMASSURANCE BHD

  Jan 2005 - Nov 2007

  Manager - Customer Care

  Accountability:- Led a team of 15 resources to ensure optimal operations& financial end-of-day balancing, synchronizing/streamlining business-related processes in customer service.- Directed cementing client relationships, producing a conducive environment, maximized productivity and offering above standard work quality, with decision making abilities.- Heading the transformation of operations & systems, along with IT & non-IT related processes in customer service, focusing on staff quality and customer care.- Decided on case-to-case of basis, on customers request and offered above standard-work quality, developing new process to simplify frontend functions. - Re-engineered frontend functions, without compromising audit requirements and created flow charts for each process within the department. - Acted in the role of a cross functional BA for system development (Core Life Systems), user requirement and testing.Achievement:- Successfully implemented a new core system costing above RM 100 million - Deployed 40% of back-end task to front-end and focused on a friendlier behaviour towards the customers- Achieved increased customer satisfaction rate to a high of 94%, from 52% to - Got enhancements, needed, on foreign vendor (China) operations for free, by developing & maintaining a cordial relationship Show less

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  MCIS Zurich Insurance BHD.

  Dec 2008 - Aug 2013

  Business Analyst/Manager

  Accountability:- Led an indirect project team of 40 resources, reporting to the Head of IT/Programme Management, for communication with regional technical teams (India) and decoding of the actual issues or roadblocks.- Implemented Core Life IT Project, defining & enforcing the Branch Rationalization Strategy at the same time enhanced Call Centre & Customer Service operations.- Directed key business transformation initiative and IT related projects, with primary focus on strategic project planning & execution, collaborating with multiple stakeholders.- Drove implementation of the Core Life application system costing RM 45 m, within a 2-year time frame, managing a local and regional resources. - Coordinated with staff/user/stakeholders, across the organization from mid-management to senior management and maintained professionalism and cordial relationships.- Developing needed IT, Governance, Risk and Compliance procedures, oversee overall PMO matters inclusive of scope, legal, audit matters, resource requirements, allocation, SDLC and many more. - Empowered the customer service team on decision making for quick resolution of over-the-counters issues, training them on underwriting and claims functions.Achievements:- Achieved an overall estimated cost saving of RM 1 m per quarter, with reengineering of the overall productivity of branches and downsizing of branches Show less

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  Tune Protect

  Aug 2013 - Sept 2017

  Enterprise Architect

  Accountability:- Reported to the Head of IT and led an indirect team of upto 9 resources, based on project requirements, defining/implementing all technological strategies.- Led the Enterprise Architecture Development for the organization as well as for all other high-profile projects towards a disruptive InsureTech. - Ensured project execution while operated as an intermediary with business user, for requirement gathering, study and finalization for solution development.- Implemented nine different dynamic systems, using agile method, for digital business transformation for better products, sales, profitability and user experience. - Directed all technology implementation, influencing the build/buy decisions, maintained IT standards and defined Strategy for cloud implementation. - Designed, deployed and sustained the native/hybrid cloud, defining expectations for DevOps team and acting as communication point with infrastructure team.- Identified, mitigated & managed all risks associated with the project, taking appropriate preventative action for unacceptable risks.- Developed the Customer Claims Portal, e-Commerce website, together with the payment gateway and kicked off the B2B platform for EMIA.- Drove development, operation & support of the in-house developed HR suite, an in-house CRM system as well as created a group-data and MIS framework.Achievement:- Successfully negotiated with five payment gateways for optimum results Show less

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  Malaysian Life Reinsurance Group Bhd

  Oct 2017 - Nov 2021

  Head of Technology

  Accountability:- Framed strategic plans to deftly lead a team of 7 resources, reporting to the CEO, to form the in-house IT team to decouple IT functions from the US joint venture.- Demonstrated strong acumen as a senior management member, planned out with different workstreams, on a 5-year strategy plan while mitigating the resource availability in IT. - Directed operation of IT independently, ensuring meeting all regulatory & compliance concerns for the daily operations of IT. - Created a technology roadmap, driving the in-house team to continuously improve IT operations and addressing users requirements.- Drove the audit of the Data Centre operations, ensuring the report presented, while included the DR and BCP portion.- Ensured compliance to RMIT requirements at the same time conducted training for the board members (BoD) on cybersecurity consciousness.- Migrated the legacy manual organization to it automated version focussing on digitization as well as implementation of five new application systems.- Architected a core in-house system for business transformation, containing large data sets of unstructured data for the readiness of IFRS17.- Arranged implementation of Business Continuity (BC) and Disaster Recovery (DR) plans with reduced Recovery Time Objective (RTO).- Established IT roadmap, IT Governance & IT Security Framework as well as defined/enforced IT Policies, Processes and Procedure for the different units, in line with regulatory requirements.- Created a data maturity model, as the Data Governor, for data classification and digital sensitivity-label taxonomy. - Instituted a guideline for all Head of Departments (HOD) on their role as data stewards and advised them on the significance of classification with its repercussions.Achievements:- Exhibited transformational IT leadership skills and arranged saving cost of RM7 million, without compromising on security aspects, leveraging on advance IT services Show less