Jessie Lee

Experience

• 

  Singapore Telecommunications Limited

  Dec 2002 - Dec 2008

  Quality Assurance Representative

  Areas of Focus:1) Qualitya. QMS/ISO 9001: 2000b. External Quality Assessmentc. Internal Quality Auditd. Management Reviewe. Quality Management Tools & Techniques2) Customer Service & Operational Activities3) Defects Management4) Problem Solving & Continuous Process Improvements5) Resources Development & Training - QMS/ISO 9001: 2000, Cross Functional Team Building

• 

  OCBC Bank, Group Quality & Service Excellence

  Jan 2009 - Oct 2010

  Manager - Process & Service Innovation

  Areas of Focus:1) Learning Lab2) Cross-Functional Projects

• 

  OCBC Bank, Group Customer Experience

  Oct 2010 - Jul 2011

  Manager - Customer Focus & Experience Strategy

  Areas of Focus:1) Customer Culture & Innovation2) Customer Experience & Service Faculty3) Customer Closeness Initiatives

• 

  NTUC First Campus - SEED Institute

  Aug 2011 - Feb 2018

  Senior Manager, Operational Excellence & Quality Management

  Quality Management:a) Quality Management System (QMS) framework - Quality Policy & Objectives, QMS Documentation (Standard Operating Procedures and System & Process Charts)b) External Accreditation Assessment - SkillsFuture Singapore (SSG): Committee for Private Education (CPE) - Enhanced Registration framework, and Workforce Skills Qualifications framework, Early Childhood Development Agency (ECDA) - Early Childhood Training & Accreditation Committee framework.c) Internal Quality Auditd) Continuous Process ImprovementsOperational Excellence: a) Lean Six Sigma Projectsb) Design Thinking ProjectsService Excellence: a) Customer Experience - Service Campaigns & Initiativesb) Service Feedback Channel - Compliments, Complaintsc) Focus Groupsd) Outcome Evaluation System - Course & Module Evaluation, Graduates Survey, Employers Surveye) Service Quality Training & Learning Journey Show less

• 

  NUS School of Continuing and Lifelong Education (SCALE)

  Mar 2018 - Sept 2021

  Associate Director, Operations, Audit & Grant Management

  Areas of Focus:- Quality Management System- Continuing Education & Training (CET) Programme Management & Administration- Training & Resource Management System- SSG Account & Grant Management- Continuous Process Improvements - regular review and streamline operational workflows and processes for optimal efficiency

• 

  NUS College of Design and Engineering

  Oct 2021 - May 2023

  Associate Director, Office of Masters Programmes & Lifelong Education

  Areas of Focus: - Postgraduate (by Coursework) Programmes – Programme Management Work- CET Programme Management Work - SSG funded and non-SSG funded, Global Youth Programmes- CET Course Quality Assurance - Course Review and Approvals- Grant Management - Grant Utilization and Claims Management- Continuous Process Improvements

• 

  NUS Agility Office

  Mar 2023 - now

  Associate Director

  Area of Focus: - Strategic projects that focus on organizational agility – in aspects of manpower agility, financial agility, and space agility.

• 

  NUS Faculty of Arts and Social Sciences

  Jan 2024 - now

  Associate Director, Department of Sociology & Anthropology