CHRIS WAN
Director Operations
Singapore
Summary
Strategic operations leader with 20+ years of experience driving transformation, operational excellence, and innovation across transportation and service industries. Proven ability to lead high-impact projects, optimize processes, and implement data-driven solutions. Skilled in stakeholder engagement, technology enablement, and readiness planning for large-scale transitions. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
25
25
years of professional experience
5
5
Certifications
Work History
Director Operations
Smarte Carte Singapore
04.2023 - Current
- Oversee daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Improved operational efficiency by streamlining processes and implementing innovative solutions, e.g introduced world-first autonomous robot for trolley management in Changi Airport.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Managed client relationships, negotiating contracts for maximum value and efficiency.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
Head of Operations
Smarte Carte Singapore
01.2020 - 04.2023
- Led strategic transformation during COVID-19, including resource optimization and passenger service expansion in Changi Airport.
- Designed and implemented Service Quality Framework and digitization initiatives to enhance customer experience and operational readiness.
- Partnered with Changi Airport Group (CAG) to deliver high-impact projects and strengthen commercial partnerships.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
Regional Operations | Trust & Safety
Grab Holdings
12.2018 - 01.2020
- Built dashboards and safety metrics to enable data-driven decisions across markets.
- Rolled out in-app safety features and fraud detection solutions to improve trust and resilience.
- Collaborated with global teams and Advisory Council eg. NSVRC to develop incident taxonomy, operational standards and transformation policies.
- Develop deep expertise on unique operational issues faced by respective markets and support their local operations.
Deputy Director Bus Ops & Senior Manager BTEC
SMRT Buses
09.2014 - 12.2018
- Directed island-wide bus operations, achieving top LTA KPI performance through resource optimization.
- Championed safety transformation and compliance via audits, investigations, and Red Teaming exercises.
- Developed and deployed telematics technology and apply Big Data Analytics to develop Predictive Capability in SMRT’s bus operations.
- Share our successful operation-technology partnership and application of Big Data at NEC iEXPO, Tokyo.
Head of Safety & Transport Operations
Singapore Armed Forces
01.2001 - 05.2014
- Established SAF transport safety systems and procedures;
- Led strategic planning for major events (IMF–World Bank, APEC).
- Managed crisis and security operations with multi-agency coordination; implemented security technologies for Key installations.
Education
Master of Science - Management
Nanyang Technological University (NTU)
Singapore 04.2001 -
BEng Electrical Engineering (Honours) - Engineering
University of New South Wales (UNSW)
Australia01.2001
Skills
- Operations planning and Optimization
- Operational efficiency
- Process improvement
- Operations oversight
- Strategic planning and execution
- Analytical insights and metrics tracking
- Project management expertise
- Stakeholder relationship management
- Risk management expertise
- Technology application
- Leadership training
Certification
Six Sigma Green Belt
Timeline
Director Operations
Smarte Carte Singapore
04.2023 - Current
Head of Operations
Smarte Carte Singapore
01.2020 - 04.2023
Regional Operations | Trust & Safety
Grab Holdings
12.2018 - 01.2020
Deputy Director Bus Ops & Senior Manager BTEC
SMRT Buses
09.2014 - 12.2018
Master of Science - Management
Nanyang Technological University (NTU)
04.2001 -
Head of Safety & Transport Operations
Singapore Armed Forces
01.2001 - 05.2014
BEng Electrical Engineering (Honours) - Engineering
University of New South Wales (UNSW)