Experience

• 

  Digi telecommunications

  Jul 2003 - now

  Oversee the overall Business Framework Processes covering infrastructure and architecture design to map Business Functional and Requirement. Lead process improvement initiatives and new projects from NPS Outer Loop Cycle focusing on customer complaints analysis.• Drive various system implementations to improve Customer Centricity as well as employees competencies and effectiveness.• Spearhead Employee Engagement programs and projects to accelerate the assimilation of Customer Centric Culture across the organization.• Identify and put in place best practices, tools and build competencies to continuously propagate a customer centric focus on all new product decisions.• Proactively collaborate with other divisions to identify opportunities to increase the number of promoters. Show less Tracked and monitored the entire Postpaid Product value chain management in line with Business Process Framework to increase revenue while establishing operations excellence. Formulated strategies in driving other business functions to reduce churn levels and revenue leakages while increase revenue and customer base.• Delivered revenue, margins and cost savings targets while drove customer service excellence.• Successfully championed the Value Chain Management improvement to secure RM2million cost savings.• Developed business requirements and needs for Postpaid CRM and Order Management Applications.• Create a customer centric culture to promote and implement continuous improvement opportunities.• Simplified and reduced GTM lead times for new product rollout.• Boosted products, services and all touch points including third party channels.• Immensely involved in all phases project lifecycle encompassing conceptualization, specifications, launching as well as support stability.• Played a crucial role in delivering new projects on time and on budget covering CRM Billing System, Payment Platform implementation, Online Customer Service and Customer Management Credit Scoring Systems, Order Management System and as well as Order Management System.• Instrumental in the DiGi Deep Green Initiative to reduce paper usage. Show less Prepare business analysis for new & upgraded products or pricing plan.Manage Product Development, Technology and Procurement, Sales, Customer Service, Service Level & vendors in GTM for each product.Jointly responsible with Pricing & Business Strategy for business analysis for justification and overall product strategy.Responsible for dissemination of product info and knowledge throughout DiGi.Work closely with the Segment Marketing team in Enterprise Business so that all product launches are closely coordinated and in synch with marketing.Own product over its life cycle end to end process. Support churns reduction through product stickiness.Projects involved such as:--HP Mini Net Book Bundling & Blackberry rolled out.-Enterprise Business New Pricing Plan, -Value Added Services such as introducing Mobisure or Insurance protection on Handset/Devices.-Handset Bundling Promotion Show less Responsible on all the Enterprise Business including Dealers channels operations process flow and procedure (SOPP).Working closely with Credit Management Department, Enterprise Sales Support, Technology & Network, Customer Services and Products.Responsible to provide Business Rules and requirement for the Channel portal in order to ease the Dealer to have a direct access to this portal and to get the updated information or reports from internal Enterprise Business Support team.Drive special projects, primarily for LSE customers by providing pre-sales & post-sales operation support to the sales team. Especially on M2M Projects under special treatment or promotions. Provides training to Sales Team on new product and system launched.Involvement to provides Business requirement for New projects or system for example MNP, New Billing system(Flexi E-billing) , Corp e-load, Worker finder etc in which on Business needs. Show less

  • Senior –Customer Centricity

    Sept 2013 - now

  • Senior - Product Marketing (Consumer & Business)

    Oct 2010 - Sept 2013

  • Associate -Product Development & Marketing (Associate)

    Feb 2007 - Sept 2010

  • Associate -Customer & Project Management (Associate)

    Mar 2006 - Jan 2007

  • Associate -Customer Service Consultant (DiGi Centre)

    Jul 2003 - Feb 2006
• 

  Maxis berhad

  Jan 2015 - now

  Incentive management - enterprise sme

  • Oversee the end to end rewards and incentive management across Corporate Dealer, SME Business Partner, SME Tele-Sales Channels, SME Account Manager, SME Tele - Sales as well as sales staff in Maxis Retails Centre.• Analyze and simulate the sales incentive scheme to drive the Sales Team in delivering excellent performances towards maximizing the sales commissions.• Lead monthly business planning and budget allocation while perform comparison as well as analysis of incentive schemes for each sales channel.• Review and design attractive incentive schemes in line with the latest market requirements as well as competitors.• Propose and simulate the best incentive as well as commission schemes for each new product launched.• Roll out tactical incentive campaigns for Business Partners to spur the recruitment of new customers to subscribe to Maxis as well as existing customers.• Develop attractive messages and communications for each incentive campaign. Show less

• 

  Webe digital sdn bhd

  Sept 2016 - Jul 2017

  Principal - sme product and service management

  Achievement: • Analyse, strategies, and manage full cycle journey on the New Product to Go-To-Market successfully.• Introduced new-born SME mobile services to the market and was successfully rolled out on target timeline- April 2017. {webe mobile biz & webe mobile broadband biz}.• Design and develop business rules and requirements for SME products of new platform e- registration portal. • Immensely involved in all phases of project lifecycle encompassing conceptualization, specifications, launching, support, and stability as well as enhancement stages.Accountabilities• Analyse and understand the overall Business Framework Products and Processes covering infrastructure and architecture design to map Business Functional and requirements.• Responsible for developing SME Enterprise with relevant position, messaging, and strategies to bring the products to market successfully to their full cycle.• To manage to go to market strategies prior to the products launching and ensure the commercial preparation is run smoothly and delivers an effective message to the market. • Involved and initiate internal process enhancement on system framework, channel offering, and product offering in order to drive the acquisition to meet the revenue target at RM500mil for this year.• To implement another offering on promotions and campaigns to support TM Group Customers. • Participate in the TM Group Convergence Project in transforming the company into the most advancing and digitized company in Malaysia. • Monitoring sales reporting and operational Excellency. Show less

• 

  Webe digital sdn bhd

  Sept 2016 - Jul 2017

  Senior_sme product and service management

  Achievements:-•Analyse, strategies and manage the full cycle journey of the New Product to Go-To-Market successfully.•Introduced new-born SME mobile services to the market and was successfully rolled out on target timeline- April 2017. {webe mobile biz & webe mobile broadband biz}.• Designed and developed business rules and requirements for SME products of the new platform e-registration portal. •Immensely involved in all phases project lifecycle encompassing conceptualization, specifications, launching, support, and stability as well as enhancement stages. Show less

• 

  Celcomdigi

  Oct 2019 - now

  Product management m2m & fms solution

  •Manage end-to-end from product solutions conceptualized till go to the market and till written off including Vendor’s evaluations and Commercial including legal and costing terms.•Analyse the profitability and loss for each product being taken care of.•Analyse and simulate the sales incentive scheme to drive the Sales Team to deliver excellent performances towards maximizing the sales commissions.•Develop attractive messages and communications for the Sales Team on every campaign launch.•Manage and analyze new and terminated Business partners. Show less