Head of Global Partner, Resource & Success Management, Global Services
SWIFT
05.2023 - Current
Leading a global team of 12, including 7 direct reports, with a mission to optimize internal and external resource capacity and capability, strive efficiency gains in Global Services operation and to spearhead a customer success transformation plan aligning with the company’s product adoption and usage focus
Defined and implemented a customer success adoption stream with a self-service approach for selected products, providing customers with an alternative onboarding experience while achieving effective product activation. Enhanced onboarding platforms, including Salesforce Project Navigator, and developed an orchestration playbook, laying the foundation for scaling these capabilities to other products
Executed a customer success usage stream, starting with the pilot product Payment Controls to proactively retain EUR800k of revenue through proactive customer engagements. Established a cross-functional governance/RACI, customer data insights, delivery methodology and playbook. Achieved a positive incremental of customer health score ranging between 20-50% per accounts through proactive actions and successfully delivered concrete uses cases and qualitative outputs from proactive customer engagement on a global scale
Laid the foundations for customer success adoption and usage streams, serving as blueprints for expansion to more products in the years to come. Envisioned the execution of customer success on an account level in the future, ensuring sustained excellence and growth
Led the definition and execution on people development initiatives aligned with the company’s vision on customer success. Conducted a comprehensive review of product competency & growth, organized upskilling courses for both hard and soft skills, and aligned career aspirations with the senior management team
Successfully managed over 20 services partners globally, who is contributing to the delivery of EUR21 million in services revenue in 2023. Projecting a continued strong performance for 2024 with the expectations to deliver EUR19 million in services revenue
Achieved global alignment and successfully implemented a streamlined resource management workflow internally across Global Services, and a consistent partner outsourcing workflow with services partners. These were pivotal in achieving clear financial and cost tracking which allowed informed decision making across the Global Services management team
Collaborated with colleagues and support staff to maximize team efficiency
Head of Business Consulting, APAC Services
SWIFT
11.2020 - 05.2023
Led a team of 20 with 4 direct reports across multiple APAC offices and strove to deliver ~6m EUR of services revenue through four main business streams: Business Advisory, Financial Crime Compliance, Data Analytics and Learning Services
Achieved team project utilization rate of 70% and project margin target of 30% yearly
Ensured all services were well scoped, resourced and delivered on time and within budget, in line with SWIFT’s project management methodology and framework
Defined and executed continuous improvement initiatives via global business transversals to improve delivery model and address gaps
Collaborated with cross-functional teams such as Business Development, Product, GTM to drive product adoption, customer success, and revenue growth objectives
Led ISO20022 migration campaigns for impacted products such as Transaction Screening and SWIFTscope
Served as the deputy to the Head of APAC Services, providing support as needed
Global Lead for Learning initiatives (Mar2021-Feb2023)
Nurtured adoption of SWIFT knowledge and initiatives through proactive promotion and delivery of tailored learning, community learning, and e-learning modules globally
Achieved a global training revenue of >2m EUR globally in 2021 & 2022, representing a 150% increase from 2019
Maintained and upheld training delivery consistency and best practices by regularly aligning SMEs across all regions
Global Lead for Data Tiger stream (Jul-Dec 2021)
Led a group of data and business experts from the division and addressed problems
Program-managed the two data streams (customer success & programme management) and aligned with various internal teams to drive the next steps.
Head of FCC, Data Analytics & Learning Services, APAC Services
SWIFT
10.2017 - 11.2020
Managed a team of two and successfully grew the team to 12 direct reports across 5 countries by the end of 2020
Achieved service deliveries worth over 4m EUR per year with an exceptional margin of 40%+
Ensured all projects were scoped and delivered on time and within budget, adhering to SWIFT’s project management methodology and framework
Expanded the pool of certified business trainers from 2 to 8, and mitigated key-man risk by implementing a matrix structure with dedicated champions for each product
Worked closely with the Product and Go-to-Market teams on the launch of Payment Controls solution and acted as the pioneering consultant in APAC, ramping up 8 SMEs to deliver across APAC
Transferred full delivery capabilities of Sanctions Testing product from a centralized approach in the UK to a regional independent delivery team with 3 dedicated resources
Led a retention campaign for Sanctions Screening and successfully cleared 30 (out of 40) dormant customers from the list
End-to-end organization and delivery of an unprecedented overseas training programme with the SWIFT Institute and Payment & Clearing Association of China for over 20 Chinese senior executives, resulting in 300k+ EUR in revenue and increased brand awareness, contributing to the significant expansion initiative in China.
Lead Consultant, Business Consulting & Training, Asia Pacific
SWIFT
01.2017 - 10.2017
Served as the functional lead for APAC Business Consulting and the primary point of contact for internal Business Development, Marketing and Product teams, as well as external partners, to ensure timely and high-quality delivery of services and ramping up of delivery capabilities in the region
Was the pioneer business consultant in a newly established team in APAC, delivering consulting projects and training in financial crime compliance and business intelligence to financial institutions and corporations
Successfully managed multiple projects simultaneously, adhering to the SWIFT project management methodology and framework.
Alternative Sales Channel Manager, APAC Business Development
SWIFT
02.2014 - 01.2017
Graduate Trainee Programme, APAC
SWIFT
03.2013 - 02.2014
Independent Financial Advisory Consultant
Convoy Financial Services Ltd.
10.2012 - 03.2013
Education
Business Analytics for Strategic Decisions -
NUS Business School, Executive Education
Certified Global Sanctions Specialist -
ACAMS
ICA Advanced Certificate in Governance, Risk and Compliance, GRC (with Distinction) -
Bachelor of Commerce majoring in Finance and Marketing -
The University of Melbourne, Victoria, Australia
01.2012
Skills
Strategic Planning
Proficient in Microsoft Word, Excel, PowerPoint, Salesforce CRM system, Confluence, JIRA, PSA Upland
Fluent in English, Cantonese, Mandarin
Languages And Skills
Fluent in English, Cantonese, Mandarin, Proficient in Microsoft Word, Excel, PowerPoint, Salesforce CRM system, Confluence, JIRA, PSA Upland
Activities
Selected and completed SWIFT Leadership Programme in Apr 2021
Nominated and completed the 1st batch of SWIFT Asia Pacific Talent Acceleration Program in Feb 2017 - Worked on innovative projects that aim to drive growth changes for the future of the company
Chairman and Treasurer for SWIFT Social Club Singapore in 2015
The Associated Board of the Royal Schools of Music Diploma degree in Music Performance (Piano)
Timeline
Head of Global Partner, Resource & Success Management, Global Services
SWIFT
05.2023 - Current
Head of Business Consulting, APAC Services
SWIFT
11.2020 - 05.2023
Head of FCC, Data Analytics & Learning Services, APAC Services
SWIFT
10.2017 - 11.2020
Lead Consultant, Business Consulting & Training, Asia Pacific
SWIFT
01.2017 - 10.2017
Alternative Sales Channel Manager, APAC Business Development
SWIFT
02.2014 - 01.2017
Graduate Trainee Programme, APAC
SWIFT
03.2013 - 02.2014
Independent Financial Advisory Consultant
Convoy Financial Services Ltd.
10.2012 - 03.2013
Business Analytics for Strategic Decisions -
NUS Business School, Executive Education
Certified Global Sanctions Specialist -
ACAMS
ICA Advanced Certificate in Governance, Risk and Compliance, GRC (with Distinction) -
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.