ZHUANG WANZHI JOANNA
Singapore
Summary
Seasoned Senior Implementation Consultant with a 15-year background in deploying, supporting, and enhancing enterprise software systems in the F&B, banking, and fund administration industries. Skilled in gathering requirements, communicating with stakeholders, delivering solutions, providing user training, and conducting risk assessments. Demonstrated expertise in overseeing regional implementations, coordinating multi-country scheduling solutions for McDonald’s throughout APAC and Africa. Proficient in Agile delivery methodologies using JIRA to drive project success.
Overview
20
20
years of professional experience
Work History
Product Designer / Project Lead
Knowledge Touch Pte Ltd
04.2016 - Current
- Led the product design and prototyping of mobile applications for restaurant and hotel operations, including staff scheduling, job application tracking, and attendance management.
- Spearheaded the implementation of scheduling solutions for McDonald’s in Indonesia, Taiwan, the Philippines, and South Africa, supporting both crew and managerial workflows.
- Conducted end-to-end requirements gathering through stakeholder workshops, interviews, and on-site studies to tailor solutions to operational needs.
- Provided professional input on business processes and user flows, ensuring enhancements were user-centric, efficient, and scalable.
- Carried out risk assessments for proposed changes, identifying potential operational disruptions and recommending mitigation strategies.
- Created functional specifications, user stories, and wireframes, supporting the development and testing teams with clear, actionable documentation.
- Acted as the key liaison between business users and technical teams, using JIRA to manage product backlogs, track development tasks, and oversee sprint progress in Agile environments.
- Supported UAT coordination, defect triaging, and feedback loops to ensure stable releases and strong user adoption.
- Participated in regional rollouts, assisting with training, documentation, and ongoing support to ensure smooth implementation and client satisfaction.
- Maintained continuous client engagement to support system improvements, business growth, and localization needs.
Church Administrator
Calvary Assembly of God
03.2013 - 03.2016
- Oversaw day-to-day operations of the church, including facilities management, vendor coordination, and event logistics, ensuring smooth execution of both weekly functions and major events.
- Redesigned and documented administrative processes, improving operational efficiency and enabling better scalability for ministry operations.
- Led a team of administrative staff, defining clear job roles, coaching team members, and conducting performance appraisals to foster staff development and accountability.
- Implemented a cloud-based leave and payroll system, streamlining HR processes and improving data transparency and audit readiness.
- Played a key role in budget planning and expense tracking, enhancing financial control and aligning resources with ministry goals.
- Managed contracts and service-level agreements with third-party vendors to ensure timely and cost-effective service delivery.
- Provided basic IT support and troubleshooting for internal users, including PC/server maintenance, reducing dependency on external IT support.
- Demonstrated strong project coordination and change management skills by leading operational transitions and system implementations with minimal disruption.
Regional Electronic Banking Support Manager
CitiBank N.A., Singapore Branch
09.2011 - 03.2013
- Acted as a regional SME for corporate electronic banking solutions, gathering cash management requirements from corporate clients and translating them into system configurations and workflow designs.
- Conducted product onboarding, training, and support for internal teams across Asia, enabling faster and more accurate issue resolution by local support staff.
- Designed and delivered client-facing training sessions, both in-person and via remote webinars, empowering clients to use advanced features of the banking platform efficiently.
- Managed escalation and resolution of complex technical issues, liaising between front-line support, technical teams, and global infrastructure teams to deliver timely solutions.
- Worked closely with Citibank’s outsourced vendor to review operational processes, ensuring they adhered to regulatory governance and compliance standards.
- Monitored and reported on vendor performance KPIs, driving improvements in service levels and resolution times for internal business users.
- Participated in internal process improvement initiatives, identifying automation opportunities and contributing to improved incident tracking and reporting.
- Demonstrated strong stakeholder communication skills across diverse teams, cultures, and time zones—facilitating cross-functional collaboration in high-pressure environments.
Support Consultant
DST Global Solutions (Singapore) Pte Ltd
07.2007 - 09.2011
- Implemented and provided end-to-end support for HiPortfolio and HiPerformance financial data processing systems for asset management and fund administration clients across Singapore, Malaysia, and Vietnam.
- Managed full lifecycle implementation projects including requirements analysis, functional specification drafting, solution configuration, data migration, system testing, and post-go-live support.
- Led client workshops and walkthroughs to understand business needs, translated them into tailored system configurations and reporting solutions.
- Developed and optimized custom reporting templates, ensuring accurate, timely, and regulatory-compliant outputs for fund valuation and investor reporting.
- Conducted client training sessions for system administrators, accountants, and fund operations teams—ensuring successful knowledge transfer and adoption of the platform.
- Coordinated system upgrades and patches, handling regression testing and version control to minimize service interruptions and data risks.
- Acted as the first-line contact for application support issues, providing timely diagnosis and resolution, with escalation to R&D where required.
- Liaised with product development and QA teams to communicate client-reported bugs, test fixes, and validate enhancements before rollout.
- Proactively monitored service levels and followed up on outstanding client tickets to maintain a high level of client satisfaction.
- Supported the training and mentoring of new consultants, helping to onboard and upskill team members on tools, processes, and client engagement best practices.
- Maintained accurate internal documentation of support activities, client configurations, and issue logs to support continuity and audits.
Support Renewal Representative
Cognos Pte Ltd
02.2005 - 06.2007
- Responsible for quoting and selling the renewal support contracts for the Software Products. Possessed sales skills and conversational logic to sell the maintenance contract via aggressive telephone follow-up and mailers.
- Ensured that renewal quota is met every month and performed analysis on the support renewal sales cycle.
- Assisted in the development and implementation of the internal control of the support renewal and sales processes.
- Provided support for the sales department on quotations on software migrations and ensure control on the pricing policy.
- Managed customers’ complaints and assisted them to resolve issues on renewal of their support contracts.
- Assisted in the event management of the company’s marketing initiatives.
- Assisted team member in sales order processing when team member is away.
Education
Bachelor of Engineering - Electrical & Electronic Engineering, Control Engineering
Nanyang Technological University
07.2004
Skills
- ITIL v3 Foundation Certified
- Tools: JIRA, SQL, Microsoft Office, HiPortfolio
- Project Management: Agile methodology, stakeholder engagement, documentation
- Languages: English, Mandarin
References
Available upon request.
Timeline
Product Designer / Project Lead
Knowledge Touch Pte Ltd
04.2016 - Current
Church Administrator
Calvary Assembly of God
03.2013 - 03.2016
Regional Electronic Banking Support Manager
CitiBank N.A., Singapore Branch
09.2011 - 03.2013
Support Consultant
DST Global Solutions (Singapore) Pte Ltd
07.2007 - 09.2011
Support Renewal Representative
Cognos Pte Ltd
02.2005 - 06.2007
Bachelor of Engineering - Electrical & Electronic Engineering, Control Engineering
Nanyang Technological University
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