Stephanie Ai Ling Ng
Summary
Efficient and organised Project Manager and Team Leader with more than twenty years of project management experience in customer services and enforcement related projects, system and digital services.
A dynamic and versatile individual armed with forward-thinking and in-depth knowledge on land transport (private vehicle) operations and project implementation.
Good ability in the conceptualisation, planning, presentation, organisation and implementation of projects of varied nature, ranging from digital transformation, business to enforcement systems.
An effective and influential team leader with good interpersonal skills, cheerful disposition and positive demeanour.
Overview
25
25
years of professional experience
Work History
Senior Manager, VRLS Service Transformation
Land Transport Authority
12.2022 - Current
- Project management to drive business engineering initiatives, rationalisation of system rules for the next generation of the Vehicle Registration and Licensing System 2.0 (VRLS 2.0). Assisted in the project management of VRLS 2.0 POC (Proof-of-Concept) which aims to make VRLS more technologically agile and future-ready to support the various service transformation and Smart Nation initiatives.
- In-charge of exploration of technologies (e.g. AI/ML, automated testing tools) fit-for-purpose and feasible for future system, with digital transformation of existing processes/operations, so as to achieve well-optimised and efficient outcomes for all stakeholders. Ongoing projects included the digitalisation of the vehicle registration process that had substantial enterprise impact on the motor industry with a streamlined operational process for LTA operations divisions, and system-wide rationalisation of business rules and service journeys reviews to streamline and reduce rules and inefficiency in system/operations.
- On digitalisation of vehicle registration, led the team in engagement of external stakeholders (motor industry) via briefings to secure buy-in and obtain feedback to enhance user-interfaces/features within the proposed new process. Planned and conduct focus group discussions and prototype testing to validate and invite feedback on business functionalities in new workflow/user screens.
- Provided strong leadership to enhance team productivity and morale.
Senior Manager, Customer Services
Land Transport Authority
09.2017 - 12.2021
- Assisted Deputy Director in managing the entire team that was 50-men strong, with duties and responsibilities in varied work-scope, ranging from customer relations (public touch-points), organisational excellence, registry/statistics.
- Planned and implement customer services related projects with transformational impact and promoted efficiency and effectiveness for LTA Customer Service front-line divisions in handling walk-in customers. Notable projects that were implemented included the service-by-appointment (Appointment-and-Queue Management System) and rejuvenation of LTA’s sole Customer Service Centre with digitalisation and re-design of frontline spaces to support digital and in-person customer services.
- Key driver in leading the team in the contract and vendor management of Appointment and Queue Management System (AQMS) to enhance customer experience at LTA Customer Centre. As system owner taking over from the IT group, introduced and set up new content/access management processes for OneMotoring. Coordinated and worked with groups across LTA to facilitate timely and efficient content updates on the OneMotoring portal.
- Assisted in performance evaluations, and hiring in CSV division to maintain appropriate staffing requirements.
Manager, Projects and E-Services
Land Transport Authority
05.2010 - 08.2017
- Played a key role in the transfer of responsibilities (5 functions) from Traffic Police to LTA in year 2010
- Led the team to accomplish a seamless transition and business-as-usual takeover of TP functions
- Was involved in planning and execution of all aspects of the project that are pertinent to the takeover (policy, legislation, budget, contracts, operations, etc.)
- Led the team in the conceptualisation, planning and tender award of the Enterprise Violation Management System (EVMS), an enterprise-wide cross-group enforcement system to administer LTA’s offences
- Responsibilities and scope of works include management approval on the project, streamlining of current business processes, requirements gathering and tender preparation/award for the system
- Led the projects team to plan and implement a suite of OneMotoring offence related digital services on the onemotoring.com.sg portal (online violation reporting, online submission of appeals, enquiry of fines and offences, self-declaration of OPC usage, etc.)
- Through effective leadership, led a cross-divisional project team to kick-start and implement CCTV enforcement camera systems to enforce against illegal parking offences island-wide (first in Singapore). Played a lead role in the launch, entire tender process, award and subsequent operations and maintenance.
- Demonstrated perseverance and resourcefulness in her management and coordination efforts with internal and external parties to make projects under her charge successful endeavours.
Executive Place Manager
Urban Redevelopment Authority
10.2008 - 04.2010
- Develop and implement Marina Bay brand strategies and marketing programs to meet URA’s City Marketing objectives
- Strategic lead to drive public-private partnership efforts to market Singapore’s real estate investment and ‘live-work-play’ opportunities
- Spearhead procurement and budget utilisation for URA’s City Marketing projects
- Coordinate cross-functional work teams, external agencies and service providers to implement Marina Bay marketing plans and URA representation at national-level marketing (e.g
- Integrated Resorts Opening Committee, Marina Bay 2010 official launch, etc.)
- Plan, implement and manage Singapore Pavilion exhibition stand at international and local property tradeshows/events (e.g
- MIPIM Cannes, REIW Asia, GRI Asia, etc.)
- Conceptualise and develop Marina Bay Public Art Programme with the aim to promote Marina Bay, as the choice destination for visual public art works and events
- Develop marketing and publicity collaterals and materials that meet the requirements of community, visitors and business investors
- Measure and report success/learning from initiatives launched and tactics executed.
Deputy Manager, Marketing
JTC Corporation
11.2006 - 10.2008
- Marketing lead for one-north’s Fusionopolis cluster (ICT, Media, Science & Engineering industries)
- Successfully market and secured 100% full occupancy for business park spaces in Phases 1 & 2A (prior completion)
- Planned, budgeted, proposed and developed business park/retail tenancy packages, including competitive benchmarking.
- Managed high-value accounts and provide customer support to strategic companies (e.g. Autodesk, Vestas R/D Technology, Thales Technology, AFC Network, Ubisoft, Seiko Instruments, Oracle, Alcatel-Lucent, Koei, Microsoft, P&G, among others, and public agencies such as A-STAR, MDA, EDB, SPRING Singapore and iDA).
- Conceptualised marketing strategies with proposal submission and presentation to high-level management and steering committee (ministerial & cross-agency).
- Established close and good working relationships with fellow public agencies, private-sector real estate consultants and developers.
- Spearheaded marketing/PR plans and publicity events with soliciting of internal and external parties’ involvement.
- Some major/ milestone events included the one-north groundbreaking ceremonies and official grand opening of the Fusionopolis cluster.
- Led and represented JTC in local and overseas conferences/exhibitions, such as Corenet Summit, Atlanta in Nov 2007.
Deputy Manager, Planning and Development
JTC Corporation
05.2004 - 11.2006
- Project manager over public infrastructure engineering projects in whole of one-north development
- Led team in development and implementation of experimental and innovation projects, arising from one-north’s test-bedding vision
- Conceptualized the one-north EXCITE Test-bedding program with EDB. Planned and developed workflows for experimental projects after official launch (close collaborations with public/private sector partners). Managed all communications and program publicity events targeted at different stakeholders (inaugural EXCITE launch, local innovation exhibitions, e.g. Global Entrepolis, Cityscape Asia, World Cities Summit, Singapore International Water Week)
- Led team to implement and operationalise test-bedding projects in one-north (Biopolis Phase 1, Rochester Park and Wessex Estate)
- Handled cross-agency/public-private partnership projects with A-STAR, EDB, LTA, Sumitomo, Toyota and other partners such as Singapore Environment Council, NEA, and other private companies.
Senior Project Executive
Land Transport Authority
03.2001 - 04.2004
- Actively involved in the business re-engineering, requirements gathering, contract and project management for business processes and systems
- Assumed team leader responsibilities where active involvement was committed in the development and implementation of the new LTA mainframe Vehicle Registration & Licensing system and one-motoring.com e-services
- Led the testing team in the construction phases testing, and successfully managed and co-ordinated the preparation of all critical test cases, test schedules and the user testing sessions
- Established good liaisons with both external and internal customers during the project duration
- Effective communicator with clear execution of presentations and marketing of the project to external parties such as motor trade associations
- Achieved smooth and successful implementation of new e-services and enhancement to existing LTA electronic services (e-Services) on the Onemotoring.com and Public Service Infrastructure (PSi)
- Led continuous review of existing LTA services with implementation of new intuitive e-services.
Executive Officer
Land Transport Authority
10.1998 - 03.2001
- Supervised operations and took on projects pertaining to vehicle-related processes (transfer of vehicle ownership, de-registration and vehicle search).
- Trained in skillsets pertaining to service quality, customer service & process management.
- Scope of works included leadership, operations and HR management.
- Handled complex operational public cases, whilst ensuring good public service quality.
- Established good rapport with staff and managed HR-related issues (service support officers and management support officers).
- Promoted good liaisons with service partners and external parties in the motor industry.
Education
Masters of Science - Communication Management
Singapore Management University
Singapore07.2023
Singapore WSQ Advanced Certificate in Learning and Performance (ACLP - undefined
Institute for Adult Learning
2020
BBA - Marketing and International Business
National University of Singapore
SingaporeSkills
- Good strategic and project planning skills with effective leadership
- Possess strong analytical and problem-solving skills, with ability to make well thought-out decisions
- Premeditated thinking ability and results-oriented success in a fast-paced environment
- Managing & accomplishment of multiple complex projects, on time and within budget
- Ability to lead and manage cross-functional teams in meeting project milestones and deliverables
- Resourceful, tactical and skilled in project, communications and events and stakeholders management
- Excellent communication (oral and written) and interpersonal skills
- Good understanding of contracting, budgeting, staffing matters and project communications
- Proficient in desktop software like MS office suite
- Trained in project management (eg AGILE methodology), marketing and foundational urban planning
Accomplishments
- LTA - F1 Singapore Grand Prix Traffic and Transport Sub-committee Secretariat 2012/2013 LTA main secretariat. Responsible for the overall management and coordination for all transport and transport related logistics required for the hosting of the Singapore F1 GP.
- JTC - Nominated 2nd Vice-President, JTC Recreation Club Management Committee
- Management-appointed Chairperson for JTC 2007 Corporate Workplan Event (annual strategic planning seminar).
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Upper intermediate (B2)
Interests & Hobbies
Loves music (plays musical instruments and composes music - piano, keyboards, saxophone, guitar & drums); gym regular, scrapbooking and social media creator.
Additional Information
- Current Monthly Gross Salary: S$11,227.70
- Expected Monthly Gross Salary : S$11,227.70 (status quo)
Timeline
Senior Manager, VRLS Service Transformation
Land Transport Authority
12.2022 - Current
Senior Manager, Customer Services
Land Transport Authority
09.2017 - 12.2021
Manager, Projects and E-Services
Land Transport Authority
05.2010 - 08.2017
Executive Place Manager
Urban Redevelopment Authority
10.2008 - 04.2010
Deputy Manager, Marketing
JTC Corporation
11.2006 - 10.2008
Deputy Manager, Planning and Development
JTC Corporation
05.2004 - 11.2006
Senior Project Executive
Land Transport Authority
03.2001 - 04.2004
Executive Officer
Land Transport Authority
10.1998 - 03.2001
Masters of Science - Communication Management
Singapore Management University
Singapore WSQ Advanced Certificate in Learning and Performance (ACLP - undefined
Institute for Adult Learning
BBA - Marketing and International Business
National University of Singapore
Similar Profiles
Asneel RajAsneel Raj
Analyst Programmer at Land Transport Authority of Fiji (LTA)Analyst Programmer at Land Transport Authority of Fiji (LTA)
Regalado GatongayRegalado Gatongay
IT Security Engineer / Cloud Engineer at Land Transport Authority (through Savant Infotech Pte. Ltd.)IT Security Engineer / Cloud Engineer at Land Transport Authority (through Savant Infotech Pte. Ltd.)
MUHAMMAD FAISAL BIN SALIMMUHAMMAD FAISAL BIN SALIM
SENIOR ASSISTANT ENGINEER (VEHICLE ENGINEERING) at LAND TRANSPORT AUTHORITYSENIOR ASSISTANT ENGINEER (VEHICLE ENGINEERING) at LAND TRANSPORT AUTHORITY