Jess Ang
Summary
With over two decades of senior management experience encompassing business development, process enhancement, operations oversight, marketing strategy, consulting, and human resources within education, healthcare, and service industries. Strategic and results-oriented business leader with experience in strategy, planning and operations. Skilled in developing and executing business plans to maximize profitability, streamline operations and maintain compliance with industry regulations..
Offered dynamic and adaptable approach to every professional engagement. Possessed successful track record in leading process optimisation initiatives to elevate efficiency and digital transformation. Held significant roles in strategic decision-making and executionary roles that interfaced with SMEs, MNCs, and public sectors. Proven people leader motivates and optimizes staff performance and productivity.
Overview
24
24
years of professional experience
Work History
Deputy Managing Director
Homekeeper Group
04.2012 - 04.2023
- Supported board of directors in devising strategic goals, and ensuring alignment of goals with values of company
- Translated goals into annual performance metrics at company and departmental levels, ensuring alignment at all levels.
- Mentoring and coaching of middle-managers toward goal setting, independence and empowered decision-making
- Appointed Corporate officer for Company Act, IRAS compliance matters.
- Appointed DPO and personnel to manage all licensing-related matters.
- Foreign Embassy Relations Liaison and Management
- Setup, design and managed approved, accredited specialised skills-based training provider for CPR and First-Aid, FAST-approved training provider and Agency for Integrated Care (Elder-caregiving courses), Travel Agent License from STB during COVID period.
- Participated actively as Supporting Member in Ministry of Manpower’s Exclusive Pilot Project OASIS to facilitate safe and seamless arrivals of almost 3,000 migrant domestic workers to Singapore during COVID period.
- Selected pilot member in the Ministry of Manpower’s Household Services Scheme.
Divisional Manager Partnerships & Outsourcing Division
QS-First Pte Ltd
07.1999 - 02.2012
- Managed and supervised frontline and backroom support (24x7) team (~15 staff)
- Conducted and managed Business Process Streamlining for a restructured hospital's critical resource functions involving patient's admission/discharge processes
- Participated actively during SARs and H1N1 pandemic and all declared 'Hospital Standby mode' as onsite/offsite operations resource support
- Participated in critical resource efficiency management by designing, implementing, reporting and sustaining initiatives through Rapid Improvement Events (RIEs)
- Designed and implemented Tier-Empowerment Policies and Procedures for 'First-Right' Resources Allocation
- Improved Customer Waiting Time and Customer Satisfaction through Systems, Managed Customer Process Flows, Feedback and Timed-Trend Analysis
- Re-designed and customise Service Excellence course curriculum
- Active Trainer in Basic to Advance Service Excellence Courses primarily in Healthcare, Retail and Public Services
- Participates as Co-Trainer for Senior Management Roundtable Yearly Strategic Planning and Forums.
Education
Executive MBA - Business Administration
Nanyang Business School
Singapore05.2024
First Class Honours - International Business Management
University of Bradford
Singapore07.2011
Skills
Top-5 Clifton Strengths (2023)
Achiever
Connectedness
Relator
Leadership Traits
Resilience
Versatility
Affiliative
Areas of Expertise
Process Improvement
Business Development
Portfolio Management
People Development
Websites
Accomplishments
- Process Transformation: Led digital transformation initiatives, enhancing inter- and intra-departmental efficiency and productivity by 20%. Implemented eHRM (JustLogin) and XERO accounting systems, replacing manual processes in HR and Accounts.
- COVID-19 Financial Management: Successfully managed the bottom-line of four companies during COVID-19 (2020-2022), maintaining operations with zero retrenchments.
- COVID Resilience Recognition: Awarded the COVID Resilience Medal for efforts in repatriating and resuming entries for foreign and domestic workers (2021-2022).
- Strategic Market Expansion: Established overseas subsidiaries and associate offices in Shanghai and Yangon.
- Legal Compliance: Designed and enforced licensing compliance standards for employment agencies, transit boarding houses, travel agencies, and skills training providers.
- Standards Upskilling: Designed, conducted onboarding and advanced service training for various levels of frontline employees in a restructured hospital.
- Operational Excellence: Oversaw 10 Nokia service centers and managed the Customer Feedback Hotline, maintaining fewer than three escalated cases to Nokia HQ per month.
Languages
English
Chinese
References
- Mark Chin, 97890265
- Leong Siew Loong, 96329282
Timeline
Deputy Managing Director
Homekeeper Group
04.2012 - 04.2023
Divisional Manager Partnerships & Outsourcing Division
QS-First Pte Ltd
07.1999 - 02.2012
Executive MBA - Business Administration
Nanyang Business School
First Class Honours - International Business Management
University of Bradford
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