Grace Gan Bin Jie
Singapore
Summary
Dynamic individual with knowledge and experience in Balanced Scorecard and its related Notices and Guidelines. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
11
11
years of professional experience
Work History
Sales Surveillance Manager
Prudential Assurance Singapore Private Limited
07.2024 - Current
- Created and delivered comprehensive training initiatives aimed at improving team efficiency and effectiveness.
- Analyzed and improved operational procedures, resulting in increased efficiency and reduced turnaround times.
- Conducted trend analysis to enhance strategic development initiatives.
- Established quality assurance protocols to ensure adherence to regulatory standards.
- Defined and articulated specific targets and objectives to align team efforts and enhance collaboration.
Sales Quality Analyst
Prudential Assurance Company Singapore (PACS)
01.2015 - 06.2024
- Analyzed and updated review standards quarterly to maintain adherence to balance scorecard (BSC) framework and FAA guidelines.
- Analyzed client feedback obtained through call-backs and emails to ensure adherence to BSC framework and general service expectations.
- Achieved high data accuracy through rigorous quality checks on phone surveys. Improved survey reliability by implementing effective quality control measures. Elevated team performance and survey outcomes through targeted quality initiatives.
- Conducted mystery shopping exercises to evaluate representatives' adherence to sales advisory standards.
- Performed detailed monthly evaluations of documentation related to policy standard replacements, ensuring adherence to regulatory requirements.
- Implemented strategies to elevate agency leaders' engagement, resulting in 98% improvement over two measurement quarters.
- Facilitated BSC and compliance training sessions for new recruits and agency leaders. Supported knowledge sharing across the agency to enhance understanding of compliance protocols. Assisted in onboarding processes to ensure new hires are well-informed.
- Delivered comprehensive training on BSC surveys to enhance staff proficiency and understanding.
- Collaborated with contact center (offshore) team to enhance efficiency in phone survey operations.
- Developed and implemented an agency recognition award in partnership with another department to acknowledge representatives and agency leaders demonstrating ethical sales and professional integrity.
Education
Diploma in Business Studies - Entrepreneurship, Marketing
Ngee Ann Polytechnic
01.2006
Skills
- Familiar with Microsoft Office Suite
- Familiar with accounting software – UBS
- Good presentation skills
- Good communication skills with stakeholders
- Able to work independently and also a team player
Accomplishments
- 2021 Certificate of Achievement in Operational Excellence Program OPEX Green Belt
- 2020 Certificate of Completion in Machine Learning for Humans
- 2016 Prudential SPOT Reward in recognition of my outstanding contribution to my team
- ICDL Profile certificate (Ms Excel 2010)
- Certificate of achievement for effective telephone question techniques by Service Quality Centre (MDIS)
- 2015 Certificate of attendance for A Practical understanding of FAA and regulations by Singapore colleague of insurance (SCI)
- Certificate of attendance for “Out think outperform” programme by Beacon consulting
- Certificate of attendance for “The art of service” programme by Beacon consulting
- Certificate of attendance for effective business writing programme by British Council
- 2013 Certified in Basic insurance concept and principles by SCI
- 2008 Certificate of attendance for Awareness before change (ABC) programme
- 2006 Certified in M5 – Rules and regulation for financial advisory services by SCI
- Certified in M9 – Life insurance and investment linked policies by SCI
- Certified in health insurance by SCI
MISCELLANEOUS INFORMATION
Languages Fluent in spoken and written English
Fluent in Mandarin
MISCELLANEOUS INFORMATION
Availability 1 month’s notice
Timeline
Sales Surveillance Manager
Prudential Assurance Singapore Private Limited
07.2024 - Current
Sales Quality Analyst
Prudential Assurance Company Singapore (PACS)
01.2015 - 06.2024
Diploma in Business Studies - Entrepreneurship, Marketing
Ngee Ann Polytechnic