Emily Tan

1. Product Ownership and Stakeholder Coordination
• Led the migration and implementation of recurring cash top-ups via GIRO for the Retirement Sum Topping-up Scheme, employing AGILE methodology to drive requirements gathering, analysis, and design.
• Oversaw the migration of online Nomination forms as part of Project Blue Skies, including comprehensive update of associated web pages using Adobe Experience Manager (AEM).
• Coordinated closely with diverse stakeholders to align business and system requirements, ensuring seamless project execution and customer satisfaction.
• Developed and executed comprehensive testing strategies covering SIT, UAT, and ORT tests.
• Managed change management processes, including stakeholder engagement, comprehensive documentation in Azure DevOps, and timely resolution of post-implementation issues for a smooth handover to product owners upon completion.
2. Project Development and Procurement Management
• Spearheaded the procurement and vendor on-boarding processes for development of 'Plan my Payout', 'Update Bank Account', and 'Withdraw CPF due to reduced life expectancy and claim life insurance benefits' forms.
3. RIG Digital Resource Page Development
• Created and implemented the RIG Digital Resource page, benefitting over 230 RIG officers with essential tools and information for enhancing and maintaining Retirement Income Group's (RIG) products on the CPF website.
• Developed SOPs to facilitate efficient reference and compliance with online feature development.
• Maintained relevancy of information in the resource page to meet evolving needs and standards.

Additional Contributions:
• Led a team of four in planning and executing four team-building events throughout 2023.
• Managed procurement processes via GeBIZ for the unit, ensuring efficient acceptance of goods and services.
• Oversaw assignments and changes across RIG.
• Provided advisement to RIG officers on enhancing and maintenance of products on the CPF website (e.g. from approval process to updating via AEM)
• Mentored and supported new team members, ensuring a smooth integration into the team.

1. Project Blue Skies - Website Modernization with AGILE methodology and Adobe Experience Manager (AEM)
• Led the migration and successful implementation of a 6-in-1 online product for the Retirement Sum Topping-up Scheme under Project Blue Skies, benefiting over 300,000 members by enabling cash top-ups and CPF transfers to self and loved ones within the same form.
• Played a key role in deploying a new Retirement Dashboard on the CPF website for the Retirement Income Group, enabling personalized retirement insights.
• Transferred pertinent pre-login pages, such as scheme details, FAQs, etc, to the revamped CPF website using AEM.
• Coordinated closely with both internal and external stakeholders to align business and system requirements and expectations.
• Played a key role in testing strategy and planning, covering SIT, UAT, ORT tests.
• Managed change management processes, which involved briefing and engaging stakeholders and end-users, comprehensive documentation in Azure DevOps, and timely resolution of post-implementation issues for a smooth handover to product owners upon project completion.

2. Project BEACON 3.0
• Provided guidance to the team on system migration for Retirement Sum Topping-up Scheme

Additional Contributions:
• Assisted in organizing and overseeing assignments and changes within the Retirement Income Group.
• Provided guidance and support to new team members.

1. Project BEACON (Foundation) - System Modernization
• Contributed significantly as a key member of the pilot team driving the modernization and migration of a board-wide system from Cobol to Java.
• Assisted in analyzing business requirements, designing solutions, and assessing system impact.
• Collaborated closely with internal and external stakeholders to ensure timely system deployment, aligning business and system
requirements and expectations.
• Played a pivotal role in testing strategy and planning, overseeing SIT, UAT, ORT tests.
• Managed change management processes, including stakeholder briefings, comprehensive documentation, and timely resolution of post-implementation issues.

2. Publicity Management and Policy Implementation
• Led publicity efforts for policy changes and feature implementations in the CPF mobile app, specifically for the Retirement Sum Topping-up Scheme (RSTU).
• Represented the organization in a live interview on Hello Singapore, communicating new policy changes related to the RSTU Scheme.
• Conducted comprehensive training and briefings for backend and frontline staff on system and policy updates, including the new policy
changes and RSTU top-up form integration in the CPF mobile app.

3. Automated Processing Implementation (OMR)
• Led the implementation of automated processing using Optical Mark Reading (OMR) technology for hardcopy application forms,
specifically for the Retirement Sum Topping-up Scheme, achieved substantial time efficiencies in application processing, crucial during peak periods with monthly volumes exceeding 5,000 to 6,000
applications.
• Developed comprehensive guidelines for the new automated processing system.

4. Workload Management and Process Improvement
• Supported management in reviewing and optimizing workload and work processes.
• Analyzed statistics and trends, developed or update SOPs for new and revised workflows.
• Investigated and resolved escalated or complex cases, feedback, and appeals.

Additional Contributions:
• Provided guidance and support to new team members.
• Served as a committee member of the Community Service Committee, representing the division and organizing various activities
like donation drives, volunteering initiatives for staff engagement.

1. Straight Through Processing (STP) Implementation
• Managed and implemented straight-through processing (STP) for online CPF transfer requests within the Retirement Sum Topping-Up Scheme.
• Developed comprehensive guidelines to streamline and optimize the online transfer process.

2. Operations Oversight and Support
• Provided oversight of day-to-day business operations, ensuring efficiency and accuracy.
• Conducted user acceptance testing for system enhancements, contributing to ongoing improvement efforts.
• Addressed CPF members' inquiries and concerns promptly and with attention to detail.
• Handled and processed applications received in a timely manner, particularly during the influx period between December and January of every year.
• Assigned duties to the team and ensured smooth operations during peak periods, optimizing workflow, and maintaining service levels.
• Mentored new team members, offering guidance and support in their operational responsibilities

Additional Contributions:
• Actively contributed as a committee member of the Social Recreation Committee, participated in the planning and coordination of engaging recreational activities such as bazaars, workshops, and lunchtime
talks for staff enrichment.
• Provided guidance and support to new team members to ensure their smooth integration and success within the team.

• Led a project to optimize account adjustment processes, achieving a notable
50% reduction in processing time.
• Spearheaded ad-hoc projects and initiatives aimed at enhancing guidelines and work processes to drive operational improvements.
• Contributed to planning, reviewing, and implementing initiatives to streamline
guidelines and processes for managing CPF accounts.
• Ensured smooth day-to-day business operations through meticulous oversight
and attention to detail.
• Played a key role in user acceptance testing for system enhancements, contributing to continuous improvement initiatives.
• Addressed CPF members' inquiries and concerns with professionalism and
precision, maintaining exceptional customer service standards.
• Provided timely assistance to internal and external customers, ensuring consistent high service standards.
• Managed application processing and responded promptly and accurately to
public inquiries, ensuring superior service delivery
• undertook ad-hoc assignments and additional duties to support operational
efficiency.

Additional Contributions:
• Provided guidance and support to new team members to ensure their smooth integration within the team.

• Ensured efficient day-to-day business operations through diligent oversight
and meticulous attention to detail
• Played a pivotal role in conducting user acceptance testing for system enhancements, actively contributing to continuous improvement efforts
• Responsively addressed CPF members' inquiries and concerns with professionalism and meticulous attention to detail, maintaining excellent customer service standards
• Managed processing of applications and responded to public inquiries promptly and accurately, upholding superior service delivery standards.
• Managed ad-hoc assignments and additional duties as needed to support
operational efficiency.

Additional Contributions:
• Provided guidance and support to new team members to ensure their smooth integration and success within the team.

Grade: 2nd Upper

Major: Public Relations and Advertising