Josephine NG

Client: BNP Paribas S.A.

• Role is under Corporate & Institutional Banking - APAC IT Enterprise Architecture
• Managed 600+ applications in APAC Application Portfolio for all CIB clusters including Global Banking, Global Markets, IT Production, Security Services, Data Architecture & Client Engagement under the Global Safety & Trust IT Asset Management Program.
• Worked with all IT Clusters SPOCs for data attributes cleanup for in-scope applications.
• Investigated data break and worked with Application Managers for data validation.
• Contributed to global use cases and managed region specific use cases.
• Implemented new application controls through proper governance & new applications and inventory procedures to help bank meet regulatory requirements.
• Contributed to APAC IT Asset Management Dashboard and reporting.
• Identified project issues and risks and proposed mitigations to management.
• Supported the rollout of a new 360 view applications referential, GoldenApp that provided all lenses in production and security metrics.
• Gathered specifications for data visualization stream to deliver Power BI as a new tool for IT asset management dashboard reporting.
• Setup BAU Governance for Application Portfolio Management and presentation to APAC CTO & CIO.

Client: Sephora

• Led the transition of 33 APAC in-scope applications across 11 markets onto the new outsourced Applications Managed Service(AMS)
• Collaborated with new outsourced vendor, current vendors and Application Managers to transfer knowledge on applications to new vendor.
• Identified project issues/risks and proposed mitigation plan.
• Setup and prepared weekly Transition project meetings and monthly Steering Committee with key project stakeholders.
• Designed new Roles & Responsibilities of key roles under new operating model.
• Planned and implemented change communications to key business users and other IT stakeholders before AMS goes-live for each application.
• Worked with new vendor and client’s Finance to streamline invoicing and payment process for the AMS service.

Client: BNP Paribas S.A.

• Coordinated with the project team and worked to identify stakeholders.
• Documented and validated use cases and manage regional specific use cases.
• Investigated data break and worked with Application Managers for data validation.
• Assisted Global APM SPOC to clean APAC data of in-scope applications.
• Completed one-off signature validation for all APAC in-scope applications.
• Contributed to data attributes mapping with golden sources and processes.
• Contributed to Asset Management APAC Dashboards & Reporting.
• Conducted sessions with Application Managers on asset management topics.
• Improved asset management process within IT Solution Validation Committee.
• Proposed new functionalities/solutions & workflow for GoldenApp, a new application referential platform.

Client: BNP Paribas S.A.

• Role was under Investment & Protection Services - Wealth Mgt Information Systems
• Converged the local document management systems across Asia, Europe to a Globalized version that is multi-entity & multi-currency for a multi-years' strategic project.
• Harmonized layouts and contents of client statements & advices across locations.
• Executed project and follow-up with regards to budget, schedule, scope and quality.
• Monitored and managed project risks, issues and raises alerts.
• Worked and communicated with stakeholders from IT Governance, Risks, Security, Business Continuity, Strategy & Architecture, Data Protection, Contract Management, Design and other Wealth Mgt Information Systems(WMIS) teams.
• Responsible for project deliverables ie. IPO, SRC, S-CAM, IT Validation etc based on Governance process & Agile methodology.
• Collaborated with Agile coach to adopt scrum best practices for project team.
• Managed steering committees and prepared presentation materials.
• Undertook a PMO role to help track project YTD mandays actuals and cost at Domain level for all divisions and review with Domain Head.
• Raised risk cards to identify cybersecurity, obsolescence risks and its remediation plans.

Client: Air Liquide S.A.

• Set up a new centralized IT service desk that supports 10 languages, delivering a consistent user experience across 10 entities in APAC.
• Converged the local IT teams into 1 unique Hub IT organization cross-clusters to ensure a consistent end to end IT service management with 2 main IT pillars - Applications Mgt, Infrastructure & Operations.
• Globalized the Level 1 support help desks into 1 multilingual service desk ensuring access to a pool of remote competent and skilled IT support resources.
• Delivered more secure, efficient and cheaper IT services by leveraging Global & Regional IT services.

• Managed 24 by 7 Global IT Helpdesk and onsite support services for Kulick & Soffa.
• Led an offshore team of 6 helpdesk specialists and Onsite IT engineers to support 2500 business users from 13 countries across Asia, Europe, U.S and Middle East.
• Worked closely with IT Site Operations, Applications, Infrastructure and Security & Governance support groups to resolve and complete incidents and service requests.
• Drive Priority 1 incidents to resolution and ensure the problem management process is triggered in line with ITIL standards.
• Represented vendor in bi-weekly Global IT review meeting. Lead and drive quarterly business reviews with IT stakeholders.
• Accountable for service deliverables in accordance to contracted Service Level Agreements.
• Managed contract with a 3rd party vendor to provide on-site engineers, increasing timely responses to reported issues in Windows, Laptops/desktops and meeting rooms' setup requests.
• Identified gaps in service delivery, drive improvements in service standards and automation of processes.
• Drove Global IT Helpdesk first-call resolution from 30% to 50% in 9 months by tracking performance metrics, monitoring calls and providing direction, resources and documentation as needed.
• Created and maintained a support knowledge base and customer-facing FAQs on cloud-based IT System Access Request platform, new centralized ticketing tool, ServiceNow.
• Introduced new communication channels ie. WhatsApp & WeChat & support plan for business users to reach IT Helpdesk, effectively reducing 15% of phone calls made.
• Implemented annual IT Customer Satisfaction Survey across 13 countries, achieving a CSAT score of more than 97% consistently for 3 years.

• Acted as a single point of contact representing IT service management for CFOs of 5 operating companies across 7 countries in S.E.A region.
• Collaborated and worked with vendor, IBM on digital transformation and delivered contracted outsourced IT services ie. Servers, data centers, laptops, PCs, Macs, storage, mobile devices, wifi, email network, print etc in accordance to Coretech's global service delivery standards.
• Managed demand & priorities for new services and changes to operational services, resolved questions, challenges, conflicts and issues with operating companies' IT teams.
• Responded to business demands on IT infrastructure.
• Introduced and implemented monthly business service reviews with CFOs of operating companies ie. Ogilvy & Mather, Wunderman, Young & Rubicam, JWT, Burson Marsteller across 7 countries in S.E.A.
• Introduced and enhanced business buy-in on the new ITSM platform, ServiceNow.
• Partnered with the Head of Operating Companies on transformation from a local onsite IT support model to a centralized support model provided by the vendor. Initiative resulted in 30% manpower cost-savings for the business.

• Represented international mail business unit to support digital transformation by implementing a new centralized web-based platform to replace obsolete different publishers' platform.
• Supported SVP in BU Annual Operating Plan in data gathering and analysis of actuals against budget on a month-to-month & year-to-year comparison. Present the monthly reporting to business managers and determine the next course of actions to address any deviations from budget.
• Worked with an outsourced vendor in Malaysia to stabilize outsourced mails processing operations.
• Acted as account manager for publishers' clients like Taylor & Francis and Elsevier.
• Implemented a new centralized web-based platform replacing obsolete publishers' system which resulted in annual maintenance savings of SGD120K.
• Adopted Lean Six Sigma methodology and improved the efficiency and effectiveness by 20% for international mails processing centre with a manpower size of 150 headcounts.

• Client managed accounts include Bank of America Merillyn Lynch, Citibank, IBM, Dow Chemical, Capgemini etc.
• Owned delivery of service through onshore/offshore service delivery teams with 120 support personnels in 14 countries across services including document management, Managed Print, Mailrooms, Copy Centres, hospitality & reception services.
• Partnered solution architects, transition & transformation managers, operations teams, global sales managers and client business teams to identify the people, process, technology capabilities required to deliver desired customer experiences in the market then plan the implementation of those experiences.
• Relationship management of clients, including senior stakeholders and regular contractual meetings.
• Created and own management information, dashboard reporting and quarterly business reviews with Global/Regional client's representatives.
• Analyzed the Voice of Customer to understand customers satisfaction/dissatisfaction/motivations/attitudes to develop deeper insights into customers' needs and behavior.
• Provided a focus for SLA management across the relevant customer base.
• Ensured the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Oversaw integration of all service delivery units and improve quality and inter-working virtual service team, including Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for businesses, adopting Global Service Delivery Model.
• Transition of global accounts from Japan helpdesk to new Regional Customer Support Centre (CSC) in Singapore. Project was successful and had no quality issues during the transition. Helpdesk agents' headcounts were cut by 25% during the transition from Japan to Singapore.
• Commence the first regional account, a U.S bank customer support operations from the new Regional Customer Support Centre (CSC) located in Singapore in 2009. Developed a Process Documentation that documents clearly the roles & responsibilities between client's IT helpdesk and FX Regional CSC. Documentation was shared and aligned with the client.
• Established clients' print infrastructure requirements and provide quality services including the management, maintenance, supplies and support of managed print and multifunction devices through deploying 500 - 1500 print devices regionally and reduced total cost of ownership to 20% for clients.
• Managed and implemented Change Requests to add/remove/configure or move managed print devices in clients' sites across 14 countries, achieving print cost savings of up to 15% for business clients.
• Developed a Client Account Procedures Manual that can be used by Account Delivery Managers of different accounts.
• Developed an Account Health Review template that can be used by management to gain monthly visibility of all the Global Services' Clients' accounts.

• Managed outsourced business support on claims processing and validation for a Nokia BPO engagement with 300 mobile phone service centers in 11 APAC countries.
• Drove monthly country calls with customer care managers and client regional business managers to discuss service performance, issues, risks, mitigation and status updates.
• Built strong delivery capabilities through developing and maintaining job aids.
• Collaborated with Accenture counterparts in other regions, adopting best practices and ensuring processes are aligned with Global Framework.

• Managed regional inbound contact centre of Motorola with a team size of 25 agents for users in 5 countries.

• Under IT Subsidiary of PhillipCapital
• Marketed data subscription, charting software and investment courses to retail clients & remisiers and grow the revenue.
• Worked with stocks trading representatives, day traders, commodities & forex traders, financial planners to leverage on their network to market investment data and software to their clients.
• Leveraged on PhilipCapital’s trading platform, POEMS to market stock alert services.