Lois Toh

Experience

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  Changi Airport Group

  Jan 2010 - Aug 2018

  • Lead in overseas consultancy (Rio, Brazil) with Changi Airport international and Riogaleao International Airport for change management to achieve optimal operational process, build training materials and train their frontline staff• Rethink and realign current airport processes to meet the growing expectations of the passengers and conducting in-depth gap analysis in staff performance • Provide process management consultancy with internal and external airport agencies in service process journeys through needs analysis, process mapping and develop initiatives for airport community• Build a unified Changi Culture through leading initiatives to bring over 200 airport partners to foster a spirit of collaboration across a 40,000 people airport community Show less • Led a team of operational managers to oversee and forecast airport terminal operations• Oversee all incidents and contingency handling, shift and manpower forecast• Spearheaded and singlehandedly led on creation of Knowledge Sharing Framework for the unit (Performance Coaching)• Led with multiple agencies in initiation of destitute monitoring portfolio across all terminals• Selected taskforce to lead, set up and streamline work processes for operation centre • Officer-in-charge for 09 Security Monitoring officers’ performance appraisal and audit Show less

  • Lead, Quality Service Management

    Apr 2013 - Aug 2018

  • Terminal Manager

    Jan 2010 - Apr 2013
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  Workforce Singapore

  Oct 2018 - Jun 2023

  • Overall in-charge for the performance delivery and contract management of two overseas programme partners in pilot for employment assistance to local PMETs• Drive overall programme uptake, contract negotiation with programme partners’ senior management, including instituting service delivery clauses and operational targets• Strategise and recommend service and operational resolutions for public appeals• Set up operational governance and parameters, ensure adherence to audit standards, and overall programme delivery with tripartite partners (WSG, e2i, and Career Matching Providers) Show less

  • Senior Manager (Strategy, Resource and Policy)

    Oct 2022 - Jun 2023

  • Senior Manager (Programme)

    Oct 2018 - Sept 2022
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  SingHealth

  Jun 2023 - now

  Senior Manager

  - Multi-hat and drive various portfolios in patient experience design, IT Management and Operational Development- Lead in national and cluster level digital transformational journey to train and gather requirements within a time-pressured deliverable of 2 months- Spearhead and lead in set up of RPA strategy for organisational implementation- Work with stakeholders and consultants to develop operational models in line with curation of hospital services, care model, and infrastructural requirements- Develop operational work flows and emergency response plans, and kickstart patient journey workflows for virtual and physical patient experience- Co-develop work flow simulations based on various scenarios to test new models both virtually and on physical prototypes Show less