Overview
Work History
Education
Skills
Languages And Skills
Activities
Timeline
Generic

Ella Wu Lok Yu

Overview

11
11
years of professional experience

Work History

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) -

International Compliance Association

Certified Anti-Money Laundering Specialist (CAMS) -

ACAMS

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) -

International Compliance Association

Certified Anti-Money Laundering Specialist (CAMS) -

ACAMS

Bachelor of Commerce majoring in Finance and Marketing -

The University of Melbourne, Victoria, Australia
Ella Wu Lok Yu