Mary Emmanuelle Tan

• To lead and drive Kaizen culture in the organizations by developing, implementing, and supporting daily Kaizen activities/ initiatives across all levels and all departments.
• Track, monitor and report to Top Management for various BUs
• Review and evaluate Kaizen projects with $1 Million and above savings
• Create Kaizen Policy, Kaizen Manual, Kaizen Procedures and Guide books
• Main point of contact for Department Kaizen Representatives (300)
• Organise and facilitate BU Level and Corporate Kaizen Awards
• Main point of contact for external visitors visiting Kaizen Center (Local and overseas Ministers or Public Transport Operators, Polytechnics and Universities, etc).
• Organise and facilitate quarterly meetings and half-yearly cohesion for Department Kaizen Representatives (300)
• Conduct Kaizen trainings: Level 1 (Awareness); Level 2 (Yellow belt); Level 2+ and Level 2+ Adv (Green belt)
• Implemented Kaizen methodologies to streamline processes, resulting in improved workflow and productivity.
• Developed training programs on Lean principles, fostering a culture of continuous improvement among staff.
• Conducted data analysis to measure the impact of improvement initiatives, supporting strategic decision-making.
• Created comprehensive reports detailing project outcomes and recommendations, supporting executive-level strategic planning.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Achieved operational excellence by streamlining processes and implementing best practices.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
• Evaluated hiring, firing, and promotions requests.
• Developed and executed successful training program for junior managers, equipping them with essential leadership skills.
• Negotiated high-value contracts with new suppliers, securing better pricing and terms, which improved profit margins.
• Improved team productivity by implementing agile methodologies, reducing project completion times and enhancing collaboration.
• Spearheaded development of new product line, resulting in significantly increased market share and brand recognition.
• Revitalized underperforming product lines by analyzing sales data, leading to focused improvement efforts and increased profitability.
• Established team priorities, maintained schedules and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Defined clear targets and objectives and communicated to other team members.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Managed senior-level personnel working in marketing and sales capacities.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Developed strategic action plans, aligning project goals with organizational objectives to maximize resource utilization.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Developed detailed plans based on broad guidance and direction.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Analyzed operational performance metrics, providing insights that informed decision-making and strategic planning efforts.
• Increased client satisfaction by streamlining business processes and implementing innovative solutions.
• Managed cross-functional teams to deliver high-quality projects on time and within budget.
• Developed and maintained strong relationships with key stakeholders for improved collaboration and strategic alignment.
• Developed and implemented strategies to enhance partner relations.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Reported issues to higher management with great detail.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Managed strategic partnership initiatives to drive measurable outcomes and deeper relationships with cross-functional teams.
• Prepared and presented reports on status of projects and initiatives.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Implemented and developed operational standards, policies and procedures.

• To lead and drive Kaizen culture in the organisations by developing, implementing, and supporting daily Kaizen activities/ initiatives within all levels and all departments.
• Serves as a role model and advocates for continuous improvement initiatives and streamlining processes by mentoring all levels to identify opportunities to make work processes easier and more efficient
• Train, coach, support, and lead all levels in the effective implementation and use of Kaizen improvement tools and methods which include:
• In-house Kaizen Evaluator Training
• Monthly Performance Reporting: Savings and Participation Rate
• Creation and maintenance of Kaizen SOP and Training materials, etc.
• Lead, promote and drive Kaizen culture through internal publicity channels and engagement activities
• Monthly engagement with a group of 300 Kaizen Representatives from various Business Units as the primary contact for all Kaizen continuous improvement activities/ initiatives
• Monthly reporting / updates on Kaizen productivity performance (PowerBi Dashboard) and initiatives to President, SVPs and Lines/ CoEs Heads
• Communicates learnings on Kaizen project progress and results of the project by encouraging project participants to present their projects to peers through informal conversations, internal media platform and workshops/ events
• Supports and mentors the project team at all levels by being present and visible, tracks and follows up the progress of the initiatives
• Led initiatives to enhance safety protocols, resulting in improved compliance and reduced incidents.
• Implemented quality management systems to streamline operations, fostering continuous improvement across teams.
• Trained staff on Kaizen methodologies, enabling a culture of efficiency and process optimization.
• Conducted risk assessments to identify potential safety hazards, enhancing overall workplace security.

• In-charge of Quality Mgmt (QM), Service Excellence and Continuous Improvement (CI)
• Developed and implemented quality assurance frameworks, enhancing compliance and operational efficiency.
• Led cross-functional teams in continuous improvement initiatives, resulting in streamlined processes and reduced defects.
• Established quality metrics and reporting systems, facilitating data-driven decision-making and performance tracking.
• Mentored junior quality staff, fostering a culture of excellence and professional development within the team.
• Managing 4 staff in the following functions:
• QA (QMS, DMS, Documentations, Internal Audits, External Audits, Work Process Audits, Annual Inspections, Night Duty Supervisors, Safety Walkabout)
• Software Control (Control, Documentation, storage, Duplication)
• Service Quality (Instant Rewards, EXSA, KAIZEN internal Rewards, Safety & Security Activists Award)
• Non – Conformity Report
• Supports Quality activities with a group of QA Reps (6), Safety Reps (4), Division Safety Officers (2) and Doc Controllers (6):
• Integrated Electronics Workshop
• Maintenance : Communications Maintenance and Signaling Maintenance
• Engineering : Engineering for Communications Maintenance and Signal Maintenance
• Projects: Communications Projects, Signaling Projects, Re-Signaling Projects
• Appointed ISO 22301 Business Continuity Mgmt (BCM) coordinator
• Maintain Business Continuity Plan (BCP) in S&C CoE
• Assist in identifying Business Impact Analysis (BIA)
• Assist in identifying Business Risk Assessment
• Assist in planning alternate sites exercise
• Assist in Split team exercise
• Appointed ISO 22301 Business Continuity Mgmt (BCM) Internal Auditor (Corporate)
• Coordinate Call tree and alternate sites for S&C CoE
• Conduct internal audit (cross company)
• Appointed ISO9001, ISO14001 and ISO45001 Management Representative (S&C CoE)
• Plan and conduct internal audit for all Branches in S&C CoE
• Plan and conduct Self-assessment audit (SSI) in S&C CoE
• Member in QAWC
• Conduct cross internal audit for CCL
• Appointed Champion (S&C CoE) for organization-wide WI revision project
• To coordinate and plan the revision schedule for 460 WIs in S&C CoE
• Monitor and track the progress and report to Mgmt on monthly basis
• Assist to review WIs before endorsement by HODs
• Appointed KAIZEN Representative
• Conduct awareness
• Review and monitor progress of KAIZEN projects
• Chairs monthly evaluation session of projects
• Internal trainer for KAIZEN

• In-charge QA & Learning
• Managing 5 staff in the following functions:
• QA (QMS, DMS, Documentations, Internal Audits, External Audits, Work Process Audits, Annual Inspections, Mgmt Inspections, Checks & Engagement [MICE])
• Learning (Scheme, ad-hoc, mandatory courses, training budget)
• High security key Mgmt
• Software (Documentation, storage, archiving)
• Supports Quality activities under the MEPP framework with a group of QA Reps (6), Safety Reps (4) and Division Safety Officers (2):

-Integrated Electronics Workshop

-Maintenance : Communications Maintenance and Signaling Maintenance

-Engineering : Engineering for Communications Maintenance and Signal Maintenance

-Projects: Communications Projects, Signaling Projects, Re-Signaling Projects

-Plans

• Appointed ISO 22301 BCM coordinator
• Maintain Business Continuity Plan (BCP) in S&C CoE
• Conduct awareness (Division)
• Assist in identifying Business Impact Analysis (BIA)
• Assist in identifying Business Risk Assessment
• Assist in planning alternate sites
• Appointed ISO 22301 BCM Internal Auditor (Corporate)
• Maintain Business Continuity Plan (BCP) for S&C CoE
• Coordinate Call tree and alternate sites for S&C CoE
• Conduct internal audit (cross company)
• Appointed ISO9001, ISO14001 and OHSAS18001 Management Representative (S&C CoE)
• Conduct awareness for S&C CoE
• Plan and conduct internal audit for all Branches in S&C CoE
• Plan and conduct Self-assessment audit (SSI) in S&C CoE
• Member in QAWC
• Appointed Service Quality Representative for Service Excellence Awards
• Encourage and review submissions of internal commendations from branches and recommend for internal award.
• Committee member for voting of winners.
• Appointed Leader Ambassador coordinator
• Review submissions of Good Deeds from branches and recommend for internal award.
• Appointed COMPACT! Representative
• Monitor progress of COMPACT! Lean Six Sigma projects
• POC the following awards:
• SMRTnl Service Excellence CEO Award;
• Monthly Divisional Honor Roll/ CET Award
• Leader Ambassador - Good Deeds
• S&C CoE Instant Award
• Excellent Service Award (EXSA)
• POC for the following activities:
• Executive Mgmt Apprentices
• Interns (ITE, Poly, Uni)
• Embedded LTA officers
• CET Engagement sessions (EMMs, AEs/ TOs)
• Circulars
• Engineering Notices/ Engineering Instructions
• Monthly Newsletter
• Spearheaded quality assurance initiatives, enhancing compliance with industry standards and improving operational reliability.
• Led cross-functional teams in the development of quality management systems, driving continuous improvement across processes.
• Implemented robust testing protocols, significantly reducing defect rates and enhancing overall service reliability.
• Conducted comprehensive audits of procedures, identifying areas for improvement and fostering a culture of quality excellence.

• Supports Quality activities for 5 maintenance branches namely:

- Communications Maintenance

- Field Service Maintenance

- Escalators, Platform screen doors and Passenger Lifts

- Signaling Maintenance

- Maintenance Operations Centre

• Appointed ISO 22301 BCM coordinator

- Maintain Business Continuity Plan (BCP)

- Assist in identifying Business Impact Analysis (BIA)

- Assist in identifying Business Risk Assessment

- Assist in planning alternate sites

• Appointed ISO 22301 BCM Internal Auditor (Corporate)

- Conduct internal audit (cross company)

• Appointed ISO9001, ISO14001 and OHSAS18001 Management Representative (Division)

- Conduct awareness (Division)

- Conduct internal audit

• Appointed ISO 55001 Asset Management coordinator

- Conduct awareness (Division)

• Appointed Leader Ambassador coordinator

- Review submissions of Good Deeds from branches and recommend for internal award.

• Appointed Service Quality Representative
• Appointed member for Safety Review Committee
• Led quality assurance initiatives, enhancing operational efficiency and ensuring compliance with industry standards.
• Developed and implemented comprehensive training programs, resulting in improved staff competency and safety practices.
• Conducted regular audits of maintenance processes, identifying areas for improvement and reducing operational risks.
• Collaborated with cross-functional teams to streamline workflows, fostering enhanced communication and productivity.

• Appointed Quality Manager for Defence Domain σ Project Quality activities. (DSTA, SPF, DSO, Navy, CAG).
• Appointed Quality Manager for TRT-SG (Thales Research and Technology)
• Project Quality activities. (DSTA, SPF, DSO, Navy, CAG).
• Involvement in Internal Audit using in-house audit tool.
• Involvement in Internal Audit against ISO 9001:2008 standards.
• Involvement in Final Acceptance Test (FAT).
• Appointed Quality Manager for Project C972A (2012-2012) in Security & Transportation (S&T) Domain σ Project Quality activities. (LTA).
• Involvement in Internal Audit using in-house audit tool.
• Involvement in Internal Audit against ISO 9001:2008 standards.
• Appointed Country Chorus Manager(CCM)
• Manage Corporate Reference Management System implementation – Chorus 2.0 (QMS).
• Build the Country Process Owners (CPO) network and coordinate the organization per process.
• Develop Handbook for New staff and CPO.
• Manage Computer Based Training (CBT) module.
• Monitor eLearning quiz and Process Quiz.
• Maintain entity Management System, Chorus 2.0 (including Process Reference System (PRS), Operational Reference System (ORS), Technical Reference System (TRS) and to ensure coherence and consistency with the Group.
• Ensure sustainability and continuity of entity Management System, Chorus 2.0.
• Manage the entity change management.
• Manage a group of Chorus Local Correspondents (CLCs)/
• Domain Quality Managers.
• Verify that the management of the Change Control Boards (CCB) and Process Steering Committees (and the Management System Steering Committee (MSSC) are in place and to make sure that the expected change requests are taken into consideration.
• Supports the deployment of processes and associated practices through Chorus updates.
• Supports the verification of process application and measurement of process efficiency (PIVS).
• Ensure that the system is applied, that the internal audits are performed and that the certification initiatives (ISO, AS, EMS, OHSAS) are lead.
• Conduct roadshow to promote awareness on Chorus (QMS).
• Manages communication channels for Chorus.( Circulars, Memos).
• Perform Internal Audits for all Functional process audits (24 processes):

-Manage Research and Technology

- Manage Product Policy

- Manage Finance

- Map and watch enterprise risks

- Manage the industrial policy, the workload and capacity plan

- Manage competences

- Guarantee Quality and manage continuous improvement

- Manage documents

- Manage Bid

- Manage Project

- Design, Develop and Qualify the Solution

- Manage acquisition

- Procure, make and deliver

- Prepare and deliver customer service

- Communicate

- Manage HSE impacts

- Control export

- Ensure people, property, operations and information security

- Manage real estate

- Manage information systems

- Manage configuration

- Legally secure operations and defend the rights of the Group

-Manage human resources

-Manage financial aspects of operational processes

• ISO 9001:2008 –Management Representative (Country Level)
• Chair Quality Management Review with Top Management and Quality Team (twice a year)
• Maintain Entity ISO 9001:2008 certification for:
• Defence Domain
• Security & Transport Domain
• Research & Technology Domain
• Maintain Entity Quality Policy and Manual
• Maintain Entity Audit Plan and Indicators (On time, Open actions)
• ISO 14001 & OHSAS 18001 – Appointed Lead/Internal Auditor to audit HSE Team. (Monthly basis)
• Appointed Country Customer Satisfaction Manager(CCSM) SIN & SSEA
• Interact with Management and Key Account Managers (KAM).
• Perform actions allocated to the Customer Satisfaction Survey team members.
• Build up customer accounts panel and customer contacts list.
• Interact with the interviewers in the Country.
• Identify and allocate witnesses for survey.
• Ensure Early Warnings are properly managed.
• Communicate customer survey result/ report to Management and stakeholders.
• Provide results to the Country/Entity Management and Quality Director.
• Monitor Improvement Plan and Action list
• Appointed Deputy Company Process Owner (CPOD) for “Manage Documents” and “Configuration Manager”
• Responsible for Process Impact Analysis.
• Responsible for Process Review.
• Responsible for Process KPIs.
• Responsible for Process Awareness, Training and Refresher Training.
• Appointed Domain Configuration Manager (2012-2012) σ Lead a team of Project Configuration Managers.
• Chair Discipline meeting.
• Maintain Configuration Metrics.
• Member of International Quality Council (Country Level).
• Member of Management System Steering Committee (Country Level).
• Member of Non Quality Cost Committee (Country Level).
• Member of Chorus Control Board (Country Level).
• Appointed Quality Representative and Coordinator for CMMI – Process
• (2013-2014) Appointed Chairman of company recreation club – Le Club, achieved Singapore Health Award 2014 (HPB)
• Led quality assurance initiatives that enhanced product reliability and compliance with industry standards.
• Developed and implemented quality management systems that improved operational efficiency and stakeholder satisfaction.
• Facilitated training sessions on quality protocols, resulting in a measurable increase in team competency.
• Conducted root cause analysis for non-conformities, driving corrective actions that reduced defect rates.

• Sphere-head Quality & Innovation initiatives (Corporate)
• ISO 9001:2008 – Appointed Management Representative (Corporate)
• Lead ISO 9001:2008 Internal Audits (cross-audits) :

- Corporate support.

-Human Resource.

-Engineering.

-Safety.

-Security and Emergency.

-Automotive Workshops.

-Information System.

-Finance.

-Procurement.

• Overall liaison officer (LTA and SMRT) for Excellent Service Award (EXSA).

-Correspondence between LTA.

-Coordinate with submissions from Business Units.

-Deliver EXSA training across Bus (Taxis, Bus, Train, Office).

-Conduct stand-up training on Service Excellence to Train drivers, Bus Captains, Taxi drivers and office staff.

• Appointed committee for Talent Management.
• Appointed committee for Management Trainee Programme.
• Facilitate New staff orientation.
• Deliver New staff orientation – HR Dept, Quality & Innovation, EuReKa!, SMRT Corporate Recreation Club(SCRC).

- Stakeholder for staff suggestion platform (EuReKa!).

- Organise EuReKa! Day and workshops.

• 7S Impact –Maintain and to train 7S. (Development phase)
• Business Excellence – Explore to develop but initiative was ceased
• Spearheaded quality improvement initiatives, enhancing operational efficiency and service delivery across departments.
• Led cross-functional teams in implementing innovative strategies, resulting in streamlined processes and increased productivity.
• Developed and executed training programs that improved staff competencies in quality management frameworks.
• Facilitated continuous improvement workshops, fostering a culture of innovation and accountability among team members.

• Operations
• Oversees Contact Centre Operations (Taxis bookings[Public and Corporate] hotline; Taxi Partners hotline; Lost & Found; Complaint & feedback);
• Supervising 3 Supervisors, 2 Executives and 36 CSAs;
• Monitor internal KPIs and LTA QoS KPIs;
• Generate; analyze daily and monthly Performance reports;
• Conflict and Coaching management;
• Customer Relations Management (CRM);
• Business Contingency Management (BCM);
• Complaint Management.
• Human Resource
• Conduct phone and face-to-face interviews;
• Monitor headcount Attrition; Absenteeism and Turnover rate;
• Maintain annual staff performance appraisals and staff promotions;
• Maintain; identify and analyze monthly staff errors(Fatal/ Non Fatal);
• Nominate and prepare Awards nominations (EXSA; National Courtesy Award - Transport Gold; May Day Model Workers Award).
• Training and Development
• Conduct classroom and stand-up trainings; (Systems & Soft skills)
• Maintain Training Matrix;
• Maintain Individual Development Plan (IDP);
• Maintain Department Learning Plan (DLP);
• Maintain training handbooks; work instructions (WI) and SOPs;
• Maintain on-line knowledge base.
• Quality Assurance
• Design and maintain Transaction Monitoring (TM).
• Maintain Quality Monitoring (QM) system.
• Maintain and analyze monthly TM report.
• Carry out calibration of 20 calls monthly.
• Analyze Root Cause and Identify area of improvements.
• Appointed ISO 9001:2000 Internal Auditor;
• Appointed ISO Document Controller for Contact Centre.

• Conduct stand up trainings (System trainings) – Siebel; SAP; CS3
• Conduct web-based trainings for major accounts. (SUN Microsystems)
• Analyze training evaluation and review training effectiveness;
• Oversees whole dept Training Plan;
• Liaise with external Training Provider for training;
• Liaise with external vendor for oversea trainings;
• Facilitator for all external trainings;
• Work out yearly Dept Training Budget;
• Appointed ISO 2001 : 2000 Lead Auditor;
• (Asia Pacific Region)

• Handling of recruitments; interviews and selection;
• Planning and executing whole division Training and Development programs and training needs of 120 staff force;
• Conduct in-house stand-up/practical training. Eg. NSRS; operational training;
• Analyze training evaluation and review training effectiveness;
• Analyze Customer Service Survey and recommend process improvements to address operational issues;
• Design and maintain training and instructional manuals;
• Create and maintain ISO process flows (Context Diagram and Visio flow charts);
• Conduct internal audits to ensure meeting of compliance standards from various recognition certifications. Eg. ISO 9001; COPC; NSRS.
• Appointed Management Representative (MR) for ISO (2002 – 2004);
• Execute monthly tests and quizzes to gauge staff knowledge. (e-learning);
• Prepare nominations and submission of Service Awards. Eg. EXSA Awards; National Courtesy Awards; Model Workers Awards; CCCS Call Centre Awards, etc.
• Appointed Fire Warden and involved in Fire Safety Committee.

• In-charge of 6 Supervisors and 300 staff;
• Manage Call Centre performance in meeting KPIs;
• Manage staff commission scheme for call centre staff;
• Manage Call Centre staff payroll and recruitment;
• Manage manpower deployment for call centre operation;
• Ensure staff meets compliance standards such as ISO; COPC.
• Implement process improvement to increase call centre efficiency;
• Analyze monthly call centre performance report;
• Appointed ISO Lead Auditor

• Prepare and analyze all key call centre performance reports (KPIs);
• Attend monthly Supervisor meeting and involve in process improvement. (PDCA);
• Update and maintain manpower deployment report;
• Update particulars and details for new call centre personnel;
• Conduct ad-hoc interview and selection of call centre personnel;
• Conduct transaction monitoring and screening of call centre personnel’s phone conversations;
• Appointed ISO Internal Auditor;
• Provide administrative support to Senior Contact Centre Executive and Senior Contact Centre Manager

• In charge of 300 Call Centre Agents;
• Ensure smooth operations of call centre;
• Monitor and motivate staff to achieve daily target and call centre KPI
• Coaching and Mentoring and staff conflict management;
• Identify, implement process improvement to increase efficiency;
• Interviewing and recruitment of call centre personnel;
• Prepare and analyze monthly call centre performance report;
• In-house trainer for stand-up training (system and soft skills);
• Appointed ISO Internal Auditor.

• In charge of 15 beauty advisors;
• Motivate and lead sales team to meet daily sales target;
• Supervision of retail operations;
• Developed manpower plans and created schedules to optimize staff allocation.
• Manpower planning and scheduling;
• Staff conflict management;
• Customer feedback and complaints handling.

• In charge of 3 staff
• Planning and organizing huge scale of conventions and events;
• Supervision to ensure smooth operations.
• Training of staff (OJT).
• Liaise with relevant authorities and vendors;
• Administrative; logistics and costing planning.
• Plan itinerary for local tours for foreign delegates;
• Hotel and transportation arrangements for foreign delegates.

• Secretariat duties;
• Handling staff payroll and monthly accounts;
• Provide sales quotes to customers;
• Co-ordinate renovation projects;
• Liaise with relevant authorities and vendors.

• Ensure smooth daily restaurant operations.
• Conduct interviews and selection of crews.
• Training and supervision of outlet staff.
• Manpower planning and scheduling.
• Execute marketing promotion strategy.
• Ensure meeting daily outlet target.
• Monitor stock inventory.
• In-charge of outlet “Creative” team.
• Conduct children birthday/ Christmas/ store party.