ANGELINE ONG
Summary
Experienced team player with over 20 years of expertise in the insurance industry, specializing in new business processing, premium collection, product launches, transformation projects, digitalization projects, system migration projects, and process improvements. Skilled at navigating complex insurance processes and regulations, consistently delivering exceptional results. Proven track record of leading cross-functional teams and collaborating with stakeholders to drive operational efficiency and enhance customer satisfaction. Continuously staying abreast of industry trends and leveraging innovative technologies to optimize business operations and achieve organizational goals.
Overview
24
24
years of professional experience
Work History
Credit & Payment
HSBC Life Singapore
03.2024 - 10.2024
- SME on Premium Collection & Payment process
- Provide coaching & guidance to team of 7 on operations
- Project team member on system migration, working with IT, business analysts, engineers on system requirement, process review, prioritization of deliverables for new system
- Actively engage in project meetings, review test plans & results, sign off on planned timeline
- Engaged external service providers on enhancing user interfaces for payments
- Maintained updated operation procedures ensuring compliance to internal & regulatory requirements
Delivery Lead / Scrum Master
Singapore Life Ltd
04.2022 - 10.2023
- Support Delivery Manager in the delivery & implementation of initiatives with product owners and engineering teams
- Work with product owners to translate user stories for delivery & perform agile ceremonies
- Facilitate backlog prioritization, standup & retrospective activities with product owners & engineers in the planning & execution of initiatives
- Ensure requirements are built, tested & delivered per business needs, scope & timeline
- Successfully implemented integrated point of sales tool with 3rd party broker firm on the electronic submission of new applications which eliminate manual paper FNA submission
- Manage squad's resources to ensure support of end-to-end testing for each initiative
Senior Business Analyst
Aviva Ltd/Singapore Life Ltd
09.2020 - 03.2022
- Engage stakeholders, elicit business requirements & deliver optimal solutions for required process to stakeholders
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
- Engage business on the prioritization of backlogs, efforts & timeline in delivery of changes
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Participate in E2E development to delivery of the product - test strategy, test plan, test criteria, testing & testing support
Risk & Control Specialist
Aviva Asia
09.2019 - 08.2020
- Project team member with KPMG on MAS Technology Risk Management CP on local IT processes
- Facilitate discussions between local IT & KPMG, ensuring completion of fieldwork by KPMG according to timeline
- Support KPMG on the assessment of new Group Business Protection Standards for local IT processes with passed quality assurance from UK Risk & Assurance
- Collaborated with internal Risk Assurance teams & IT on effectiveness of required controls & documentation
- Support cross-functional teams' control owners on the remediation actions & timeline
Manager, New Business Life & Health
Aviva Ltd
02.2013 - 01.2019
- SME team lead on New Business projects, system enhancements, process improvements
- Oversee, manage team of 4 specialists on projects, manage & develop capabilities of staff
- Project team member working with FA Distribution, IT & Change Management on the successful implementation of the electronic submission platform of new applications
- Participate actively in product development meetings on new product launches
- Worked with Operations, Legal, Compliance, IT, BA & vendor on outsourcing of data entry of new applications, letter migrations
- Successfully implementation of Single Application Form for Life, Term, ILP & Disability Income plans, enabling client to complete 1 Application form for multiple product purchases
- SME to review test plans/results and provide sign-off
Assistant Manager, Premium Management
Aviva Ltd
04.2009 - 01.2013
- Team Management - Oversee team of 13 in daily operations of premium collection functions
- SME for premium collection in projects, system migration, product launches & regulatory changes
- Handle escalation & resolution of email complaints from financial advisers & clients
- Ongoing process improvement efforts to streamline workflow & operations processing
- Successfully implemented AXS collection platform for Life & Health Insurance premium collection
- Automate process of multi-currencies' credit card deductions & receipting reconciliation
- Project team member in the system migration/new workflow of retail health insurance business
- Participate in UAT for system enhancements
Senior Executive, Operations Support
Aviva Ltd
08.2005 - 03.2009
- Manage team ensuring service levels are met on premium collection & agent records setup
- Provide & sign-off business requirements, perform UAT for system enhancement
- Streamlined operations for increased efficiency by identifying bottlenecks in operation processes and implementing solutions.
- SME in projects such as system migration, new product launches, regulatory changes
- Automate CPF funds reconciliation with CPFB & Agent Banks and manual GIRO collections
- Successful migration of GIRO accounts for change in Billing Organization
Executive, New Business Life
Aviva Ltd
01.2002 - 07.2005
- Team Management on daily operations matters on New Business new application
- Ensure new business applications are processed within the service level agreements
- Process Review aligning with industry's practices & comply with industry regulations
Executive, Customer Service
AIA Co Ltd
07.2000 - 06.2001
- Handle incoming calls at contact centre
- Contribute to team's monthly key performance indicators on call handling such as 1st call resolution
Education
Bachelor of Business - Business Administration - Business Finance Specialization
Royal Melbourne Institute of Technology University
Singapore12.1999
Diploma in Banking and Financial Services - Banking Specialization
Singapore Polytechnic
Singapore05.1997
Skills
- Certified Scrum Master (CSM)
- ICAgile Certified Professional (ICP)
- Delivering Agile Projects with Scrum
- Generative AI for Business Professionals
- Digital & Data Analytics
- Associate, Customer Service
- Fundamentals of Life & Health Insurance
- Stakeholder Management
- Team Management
- Adaptable & Quick Learner
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Certification
Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Credit & Payment
HSBC Life Singapore
03.2024 - 10.2024
Delivery Lead / Scrum Master
Singapore Life Ltd
04.2022 - 10.2023
Senior Business Analyst
Aviva Ltd/Singapore Life Ltd
09.2020 - 03.2022
Risk & Control Specialist
Aviva Asia
09.2019 - 08.2020
Manager, New Business Life & Health
Aviva Ltd
02.2013 - 01.2019
Assistant Manager, Premium Management
Aviva Ltd
04.2009 - 01.2013
Senior Executive, Operations Support
Aviva Ltd
08.2005 - 03.2009
Executive, New Business Life
Aviva Ltd
01.2002 - 07.2005
Executive, Customer Service
AIA Co Ltd
07.2000 - 06.2001
Bachelor of Business - Business Administration - Business Finance Specialization
Royal Melbourne Institute of Technology University
Diploma in Banking and Financial Services - Banking Specialization
Singapore Polytechnic
Similar Profiles
Terence YeoTerence Yeo
Finance Operations, Credit Manager at HSBC LIFE SINGAPORE PTE LTD (F.K.A AXA Insurance)Finance Operations, Credit Manager at HSBC LIFE SINGAPORE PTE LTD (F.K.A AXA Insurance)
Chloe YapChloe Yap
Financial Planner at HSBC Life (Singapore) Pte LtdFinancial Planner at HSBC Life (Singapore) Pte Ltd
CLARIS TAN SI HUICLARIS TAN SI HUI
Relationship Manager, Corporate and Institutional at HSBC SingaporeRelationship Manager, Corporate and Institutional at HSBC Singapore