JESPREET SANDHU

● Responsible for leading the operations function which includes embedding a new operating design and model within the country business which delivers approximately 100 000 computer and paper-based exams year-round, whilst working within a bigger cluster of 4 countries.

● Product Management; Portfolio of more than 9 products/exams, overseeing end-to-end product delivery from pre-launch to post-delivery services. Responsible for strategy development for new products and driving standardization, best practices while embedding a professional work culture for the East Asia region.

● Leadership & Team management; developing new ways of working across function, coaching, and developing a large growing team of 9 full-time staff and over 72 part-time support staff. Responsible for leading recruitment, training, staff performance and resource management.

● Finance; Part of budget planning, income reporting, review and reconciliation. Level 1 approver for staff claims and internal expenditures.

● Procurement, Compliance & Risk Management; Overseeing all venue sourcing and procurement. Leading on audits to ensure quality control, ensuring compliance with all policies (child protection, safeguarding, security and information management) and risk management to prevent malpractice. Timely reporting of incidents and investigations.

● Customer Management; Oversee and streamlining the customer journey, communications and managing escalations/complaints. Using salesforce for customer management.

● Stakeholder Engagement; Engaging both internal and external, local and international stakeholder, including internal Directors, team across functions, customers, international exam bodies, schools, venue partners.

● Leading the country business-to-business (B2B) work by adding value to major accounts (DBS, OCBC, SkillsFuture), identifying opportunities, using marketing insights to develop and deliver audience led Business Development & Sales strategy, priorities and plan.

● Driving and achieving sales and contributing to country revenue targets and business recovery with Covid.

● Providing professional input to support the development of high quality, competitive and customer/market-focused bids/proposals, tender submissions to generate income.

● Monitor local market, customer trends, and feedback, to maintain commercial competitive edge and professional reputation.

● Establish and maintain diverse professional networks/ partner relationships.

● Responsible for client networking events to grow clientele; these includes monthly webinars.

● Work collaboratively with the Directors and Marketing to manage communications, planning and development of marketing and sales support collateral.

● Share sales/marketing strategies with the Assistant Directors team including tools to track progress (value reports, conversion rates, potential opportunities, providing strategic information on clients to develop).

● Lead and embed excellent Business Pursuit and Account Relationship Management using Salesforce CRM.

● Acting Head of Private Courses from January 2020 - October 2020 overseeing a portfolio of business with annualized revenue of ~SGD $2M across three products: holiday camps, private 1:1 clients and B2B clients

● Part of business planning to review income targets, managing the supply of services with availability of teachers and resources against product demand

● Managed the scheduling and deployment of 15 teachers to achieve staff utilization of 85% annually

● Developed three specific communication strategies geared towards engaging with business executives, foreign nationals and parents that lead to increase customer satisfaction observed by an increase in clients re-registering for private classes by 20%

● Led on the digital transformation to deliver all teaching services online, protecting between 50% to 70% of of revenues through the COVID-19 period which disrupted the delivery of face-to-face teaching services

● Implemented safe management practices that ensured compliance with government regulations while enabling the recovery of the business post COVID-19 for both onsite and offsite service delivery

● Managed end-to end business operations that included product delivery, sales and customer management, internal & external communications, finance (tracking & planning), marketing, compliance and staff welfare

● Digitized and centralized scheduling management system that provided staff with a single point of truth as reference for schedule management; that streamlined communications to staff

● Managing an active client pipeline of over 80 B2C products and about 20 prospective businesses since June 2020 as the primary point of contact, leading negotiations to drive sales and achieve 2020 business targets

● Developed and implemented internal reporting mechanisms to track income, leave and teaching hours

● Responsible for daily operations of the Office of the Public Guardian; overseeing the physical processing of Lasting Power of Attorney (LPA) applications, management of data records, compilation of statistics, drafting of correspondences, verification, processing of forms and printing of letters to ensure compliance with all government requirements

● Helped streamlined internal application processing system to reduce the turnaround time, clearing a backlog of records, leading to reduced processing time by half from 6 months to 3 months

● Managed front service counter; dealing with applicant/public enquiries in high stress and sensitive situations

● Single point of contact for Hashtag Marketing business in Singapore (start-up); managed communication with prospective clients to drive business and coordination of projects

● Oversaw of creative marketing plans, Brand management and Event management on digital platforms

● Coordinated with Creative team based in India on deliverables for clients

● Ensured that customers received outstanding service to not only maintain but to extend relationships for future business opportunities

● Administration support; managing client queries, billing and arranging logistics

Assigned onsite to client, Singapore Exchange Limited (SGX)

● Served as corporate liaison for SGX to external vendors and internal finance, IT and project teams

● Handled end-to-end procurement operations and compliance for SGX Technology Procurement Unit which oversaw an expense budget of SGD 176 million (across BAU, Technology Refresh and Projects); from reviewing purchase requisitions to preparing purchase orders and processing invoices

● Established a new database management system and managed inventory of all technology-related contracts, the largest purchasing unit (75%) for SGX

● Part of migration project to an e-procurement system implementing SAP which included managing UAT testing, conducting training to internal teams and change management, achieving user acceptance across all teams within a year

● Optimised business processes and streamlined operating processes to foster operational efficiency, achieving month-on-month 100% SLA for procurement under 5 working days

● Sole representative for the United States of America visas; managing the processing an average of 180 visa applications daily

● High security environment dealing with extremely sensitive information that required 40 hours of training on working with sensitive materials

● Assisted UK Visa Application Centre front desk and managed call centre enquiries overseeing a call volume of approximately 75 calls per day

● Managed Asia-Pacific regional Sales Incentive Program for Partners achieving ~USD 6 million of income

● Part of the organizing committee for a 3-day Partner's Conference; planned program and evaluation