Richard Seng

Experience

• 

  Alby Commercial Enterprises Pte Ltd

  Sept 1994 - Dec 1995

  Systems and Methods Executive

  - Management Oversight of entire company-wide logistics operation supporting Orders, Sales deliveries and Inventory management- Drafted and established overall command, control and communication (operations) workflow within entire company.- Developed business requirements for a fully integrated MIS involving 400 front end POS / Retail / Library outlets and back-end Inventory Control / Accounting / Sales Order Processing / Administration.- Managed and reviewed vendor solutions in implementing fully-automated Order Processing/Inventory Control and Accounting Software System against required specifications- Reorganised 3000-sq.ft warehouse for improved inventory management- Developed automated reports to management for status and performance of products, personnel and customer accounts.- Developed plans for regional mail-ordering system Show less

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  WAPworkz Technologies Pte Ltd

  Jan 2000 - Nov 2001

  Director of Technology

  • Managed the transfer of technology from wireless technology company to joint-venture online/digital media company• Designed, managed, co-developed and deployed a wireless advertising system for I-Mode mobile phones in Japan• Enabled a technology developer company to be part of Microsoft Singapore’s XML Centre though the provision of an SMS Gateway at Microsoft Singapore XML Centre• Facilitated third-party systems’ integration with in-house development• Provided consultancy, system design and implementation of wireless technologies for multi-channel marketing. Show less

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  AdxPlorer Pte Ltd

  Dec 2001 - Feb 2003

  Regional Director of Technology

  • Reported to CIO/Chairman, heading Headquarters Office (Singapore) Operations Support of all overseas offices’ projects in for Logistics, Transportation, Infrastructure and Project Management. Supported Overseas Offices in China, Taiwan, Japan, Hong Kong and Australia.• Managed projects from start (requirements analysis) to end (delivery) with documentation, translating clients’ marketing requirements into technical systems design, working with/managing development personnel (in-house or external vendors) to deliver projects. • Managed HQ IT Infrastructure/Data Centre and project crisis support to overseas offices projects on a 24hour x 7-day basis.• Headed the Wireless Solutions Team, keeping the company abreast of developing and new Wireless technologies (I-Mode, J-phones, SMS, EMS, MMS, USSD etc) for marketing exploitation.• Business-Technical advisory role to marketing account directors for clients’ enquiries (pre-sales) for feasibility/viability of business solutioning options available (employing Web and/or Wireless channels) to clients’ requirements.• Managed personnel (work allocation, inter-country) and equipment (research, acquisition, analysis/testing and deployment) between HQ Office and all overseas offices’ operational needs.• Negotiated, established and managed business/technical partnerships with other specialised corporations for integration into the company’s core competencies. Show less

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  Ministry of Community Development and Sports, Singapore

  Aug 2003 - Nov 2003

  Manager, Social Development Unit (SDU)

  • Managed the ongoing enhancement of SDU’s web-enabled E-Portal, serving both staff functions and membership services• Managed Liasion between End Users and IT department/vendors for business applications software from requirements analysis, design specifications to user acceptance tests.• Bridged business requirements of SDU’s e-services to technical considerations, capabilities and constraints • Advisory role to Director SDU for wireless/mobile enabling of SDU’s main E-Services• Supervised and developed students under Student Internship Programme (SIP) Show less

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  E-Waves Solutions Pte Ltd

  May 2004 - Dec 2004

  Projects Director

  • Managed and Oversaw all projects from requirements analysis to design, costing, delivery and implementation• Managed and planned Technical Infrastructure for Company to support Web hosting, Website staging and Email Hosting • Assessed existing business processes and established improved workflows and business processes to achieve higher levels of effectiveness and efficiency• Coordinated/liaised with Internet Data Centre for all infrastructure issues• Reviewed Company’s suite of products and services against core competencies of existing resources to recommend future roadmap for technical team• Represented senior management for matters requiring escalation from operations team Show less

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  AIG APAC Holdings Pte Ltd

  Jan 2005 - Apr 2017

  • Holistic Performance & Governance Oversight of all Commodity Vendor & Suppliers/Outsourced Service Providers (OSP)/Business Partner engagements in Asia Pacific Region (including-Japan), ensuring due diligence to meet/exceed corporate, regulatory and contractual obligations to protect customers, business and the corporate brand, across full life cycle spectrum from Business Needs Analysis, Sourcing/Procurement/Selection, Due Diligence, Contracting, Implementation, Ongoing monitoring and Oversight and Decommissioning phases. • Management advisory/leadership on risks attributes of Vendors/OSPs/ Business Partner across full range of Control Assessments (Business Continuity, Data Security, Financial Viability, Physical Security and Background Investigation) at key stages of relationships with external service providers based on risk tiers.• Full breadth & depth trainer of Vendor/OSP Business and Governance performance for senior executive and rank-and-file Vendor/OSP relationship owners.• Partner with other corporate Control Functions (Compliance, Internal Audit, Enterprise/Operational Risk Management) for enterprise-wide Risk and Assurance measurement, Testing and audits. Show less • Governance Oversight of all Vendor/OSP engagements in Asia Pacific Region (ex-Japan), ensuring due diligence to meet/exceed corporate, regulatory and contractual obligations to protect customers, business and the corporate brand• Developed, established and implemented Vendor/OSP Life-Cycle (Business needs analysis, vendor sourcing/selection, due diligence, contracting, ongoing monitoring/oversight & decommissioning) Governance Framework across 12 APAC countries and for global markets adoption• Engage and align Corporate Internal Audit for Compliance Assurance• Managed Gap Analysis and Remediation Plans across 12 APAC countries through in-country teams• Region Lead Reviewer for corporate Vendor/OSP Governance policies, Standards & tools• Trained Regional & Country Executive Management and policy implementation teams • Reviewed Control Assessments (Business Continuity, IT Security, Financial Viability) with global & regional Control Groups for Vendors/OSPs• Regular review of Vendor/OSPs for Business and Compliance Performance Show less • Managed Vendor for Corporate Telephony Services (Mobile and Teleconferencing) for compliance and service level maintenance• Engaged/reviewed vendors for regional engagement and scope of works • Telephony Expense Reduction program for APAC Office• Program Manage Customer Satisfaction-to-Management Performance Framework for APAC Consumer Lines• Manage/publish Regional Operations Performance Dashboard (SE Asia)• Compliance Auditor for Back-Office Policy Processing Units, Front Desk Operations and Outsourced Contact Centers in Southeast Asia Countries • Review APAC Outsourced Vendors against corporate security assessments criteria • Established Outsourced Contact Center Compliance framework, implemented throughout South East Asia from 2008 and subsequently to other Chartis regions Show less • Program Manager for deployment of Customer Data Warehouse (Thailand) for multiple consumer line business database integration as a foundation for CRM Regional Strategy.• Core member of AIG’s Customer Relationship Management Centre of Excellence (CRM-COE), defining key customer-centric processes and strategic assets for South East Asia markets. • Reviewer of redefined business/operational processes across multiple customer touch-points (call centre/front desk/processing office).• Developed Regional Compliance Framework for contact centres, In-House and Outsourced. • Developed regional operations manual for managing outsourced call centre operations.• Core Design team and Super-User for AIG’s first CRM Project in S.E.A. specifying Requirements, Design, Testing, Rollout and Post-Implementation first level user support.• Trainer for CRM system, concepts and principles to end users.• Reviewer for CRM Development Functional Specifications, author of Customer Centric Standard Operating Procedures (SOPs) and User Training Programme/Manuals. • Reviewed Telemarketing system capabilities against operational requirements; liaison with Regional Systems Support group on Change Management, Release Notes and User Acceptance Tests (UATs) for bug-fixes/ enhancement rollouts. Show less

  • Global Customer Operations , Region Head – Asia Pacific, Vendors & Business Partners Services Mgt

    Jul 2013 - Apr 2017

  • Regional Head - Asia Pacific, Outsource Service Providers (OSP) Governance

    Aug 2011 - Jun 2013

  • Regional Operations Excellence Lead - Asia Pacific

    Jul 2009 - Jul 2011

  • Regional Program Manager, Business Solutions Group & Regional Contact Centers

    Jan 2005 - Jul 2009
• 

  JPMorgan Chase & Co.

  May 2017 - now

  • VP, Technology Operational Risk Management (APAC)

    Jul 2018 - now

  • VP, Supplier Oversight Services (APAC)

    May 2017 - now