Alex Siew Yew Meng

Head of Family Operations and Digital Strategy

Job Responsibilities:

Head of Family Operations and Digital Strategy overseeing all Family Operations matter and to lead company-wide Digital Strategy with IT support and partnering with Fintech companies.

• Establish blueprint for Family Operations in online digital platform from online product implementation, online purchase journey and mechanism to online certificate servicing and endorsement.

Accomplishments\Achievements:

• 2017 - Introduce Takaful myClick C&U - an online Business Intelligence Tool to help the corporate clients under Employee Benefits scheme to analyze and understand their medical utilization within their organization. This interactive dashboards will allow the Sales team to maneuver the graphs\statistics instantly during their periodic presentation with the corporate clients as part of sales team periodical consultative service to their corporate clients on medical claims utilization and claims trending.
• 2017 - Introduce Takaful myClick MediPlus exclusively for employees and their families- medical top-up plan for Employee Benefits scheme.
• 2018 - Introduce first fully underwritten online medical plan in Asia - Takaful myClick Medicare. Enrol directly using custom-built digital enrollment engine for faster, effortless and affordable with instant approval.
• 2018 - Introduce Takaful Malaysia’s first mobile application with key features for participants to check benefits coverage, view medical bills and historical transactions, check utilization, search panel clinics and hospitals and easy access to Click for Cover online products.
• 2019 - Introduce Takaful myClick Term - a comprehensive term plan that covers 39 critical illness at an affordable price and no medical examinations required.
• 2019 - Introduce a Service Level Agreement (SLA) workflow for Banca Takaful where all the SLA’s are tracked for any new or amendments using the custom-built structured distribution for e-Sign-off upon completed review. The whole process is paperless.
• 2019 - Introduce First fully underwritten online Mortgage and Business Loan for Banca Takaful that encompasses e-Quotation with product disclosure sheet, e-Proposal form with custom-built digital enrollment with instant decision on the business acceptance.
• Lead and drive Project Revival - an initiative on conservation payment from cash to non-cash mode, client profile maintenance to ensure contactable means via e-mail\sms and encourage periodic contribution payment for investment-linked products and other legacy regular contribution products.
• Introduce 24 Hours Underwriting Decision with issuance of Letter of acceptance\conditional acceptance via e-mail and sms for all bank partners.
• Successful SST implementation for Family applied to B2B only - mainly Employee Benefits scheme.
• Implement claims adjudication in Takaful Integrated Group System (TIG) in order to align with certificate administration and benefits setup. Ensuring claims processed by TPAs are accurate and following Takaful Malaysia’s claims guideline transmit to Takaful Malaysia instantly with new workflow to cater straight-through administration of claims from TPA, claims recovery, e-notification till pay-put from Finance.
• Lead EB Medical Provider Network to establish direct partnership that negotiate further discounts which translate lower medical cost for Takaful Malaysia’s customers and create branding for Takaful Malaysia.

Head of Family Operations

Job Responsibilities:

Head of Family Operations overseeing the following team:

Employee Benefits and Group Corporate Business, Banca and Treasury Operations, Family Underwriting, Family Claims, Certificate Servicing and Endorsement, Mailing, Bulk Printing and Procurement.

• To lead and carry out successful strategies and processes to achieve operational goals and targets by respective Family Operation departments with optimum resources in aligning with Sales targets and higher customer satisfaction index.
• Direct and manage projects at company-wide level adopting lean processes and efficient control system.
• Enhance business with clear measurements and within agreed standards.
• Actively demonstrate collaboration - build, engages and empowers high performing team

Accomplishments\Achievements:

• Successfully migrated all Mortgage and Group Credit certificates from legacy system to the Takaful Integrated Group (TIG) system.
• Introduce a new Banca Helpdesk for Banca and Treasury Operations to cater for business submission, customer enquiries and administration assistance customized by bank partners. This helpdesk cum workflow will interact with all Family Operations touch points to enhance business delivery on the newly set service level agreements.
• Successfully reformed the Banca and Treasury Operations; and Family Claims with new and enhanced processes established in 5 months. Also restructure and hire the right staff with the right skill sets and introduce numerous automation to administer and support the business expansion.
• Due to the success in implementing e-Documents for Employee Benefits, the said initiative was adopted for all Family Operations effective 2017. Email addresses from participants is compulsory for all new businesses. Any requests for reprint can be self-served via dedicated portals respectively.
• Introduce active TPA management where this dedicated team will perform audits on all claims adjudicated by Takaful Malaysia’s TPAs to ensure these claims are adjudicated accordingly and aligned with our claim guidelines. Ensuring saving components on what is medical necessity and cost reduction on fees, treatment and admission.
• Revamped Banca Portal to be more informative and add-on capability of self-serve for the bank partners to perform enquiries, endorsements, e-Documents download and e-Learning Module on Family/General courses and examination. The portal also interfaced with Banca Helpdesk to ensure straight through submission.

Head of Transformation Management Office

Job Responsibilities:

• Tasked to perform transformation on Family Operations in all areas
  Assist GCEO in project management - to lead and carry out successful assessment, documentation and implementation of key change initiatives.
• Process Re-engineering/improvement - oversee the execution of business process improvement by evaluating and identifying potential solution for process improvement across department and communicate effective mechanism to measure the key performance indicator.
• Assessing and managing risk throughout all aspects of the project implementation; also develop strategies to overcome and address the identified risk.
• Coach team members to increase team performance and productivity levels. Enhance competency of team members and continually develop both succession plans and development plans for all team members.
• Cultivate and support an ethical culture to fulfill legal and compliance requirements, and encourage professionalism amongst stakeholders

Accomplishments\Achievements:

• Spearhead and successfully implemented Takaful Integrated Group (customized AS400) system for Employee Benefits and Group Corporate business; and Mortgage\Business Loan for Banca and Treasury business.
• Introduce straight through processes for Employee Benefits in terms of customer onboarding experience with fast track issuance on certificate and medical cards.
• Simplify claims processing with quick turnaround time payment .
• Harmonize and streamline all Third Party Administrators under 1 mechanism to transmit customer onboarding data and claims information effectively and efficiently whilst eliminating missing data and ensure proper audit in place for data reconciliation.
• First to establish complete e-Documents for Employee Benefits where all bills and letters are generated electronically and dispatch via e-mails to all corporate client and intermediaries.
• Introduce a workflow for Employee Benefits’ Corporate Business Division (Sales Team) to enable straight through submission of quotation with Actuarial Office and proposal submission for new and renewal business with Family Operations inclusive TAT monitoring for all parties involved.

Head of Operations - Corporate Business Solution

Job Responsibilities:

Overall managing the Operations support team.

• Assist HOD in developing and carrying out strategies and management decisions to achieve departmental goals and targets.
• Manage resources to achieve optimum level of customer service through efficient operation by setting up service targets and ensuring targets are being met by the team leaders and members.
• Manage underwriting policy and operation costs to ensure profitable portfolio growth.
• Train and develop talents to prepare for business succession and expansion.
• Ensure policies compliance and timely management reports deliveries. Support New Product Development.

Accomplishments\Achievements:

• Re-alignment of the KPIs based on the right skillset and years of experience.
• Manage satisfactory controls and prompt resolution on; internal audits, compliance and legal issues.
• Achieve satisfactory KPI targets for overall CSD Operation team.
• Team lead of the Project Hatch\One Source organized by Regional Office.
• Team lead in Impairment Assessment Methodology project in order to resolve department’s due premium outstanding issues and improve collection threshold.
• Team lead in Imaging and Workflow project that will enhance documents management; and introduction of e-paper to reduce cost of printing.
• Embraces and drives change in the Operation team to mobilize the resources based on capacity.
• Frequent communication roll down with staff and offsite to share best practices and address conflicts.
• Identifying and recognizing talents in respective units; and providing career path opportunities in 2013.
• Introduce smart workaround and better reporting using MS Access for fast and reliable extraction.

Head of Business Transformation - Corporate Actuarial

Job Responsibilities:

Responsible for facilitating the ongoing improvement of business process.

• To lead and carry out successful assessment, documentation and implementation of key change initiatives undertaken by change management department as well as to act as point of contact between different departments within the company and relevant parties.
• Team lead on product implementation /system change/project task assignments; play a supervisory role in monitoring the work progress as well as ensuring the end-to-end project management responsibilities and deliverables.
• Conduct business requirement study and documentation for product/system implementation or change task assigned.
• Assessing and managing risk (if any) throughout all aspects of the project implementation; also develop a strategy to overcome and address the identified risks.
• Assist in business process improvement by evaluating and identifying potential solution for process improvement across department; access impact of change as well as communicate mechanism to measure success (i.e. KPI).

IT Management Office - IT Department

Job Responsibilities:

Support and assist CIO in the following functions:

IT Strategy and Planning

• Assist CIO to align IT objectives, business strategy and projects to overall company’s objectives and strategies.
• Establish guidelines and programs for effective information technology management.
• Consult and advise departmental heads on IT management needs and problems.
• Assist CIO to communicate business requirement to IT staff and manage the implementation and management of cost effective and creative technologies, processes and solutions.

Financial Management

• Review and maintain departmental budgets including contracts with vendors for IT equipment and services; and annual license agreements
• Analyze and prepare budget projections, operating plans and funding requests, review and verify funding availability and recommends fund transfers where appropriate.
• Liaise with finance, procurement and auditors in managing budgets, conducting reviews and evaluations for formulating strategic and long-term plans.
  

Vendor Management

• Responsible for developing sourcing strategies to shape and support end-product delivery and operational objectives.
• Partnership with business and functional leadership to understand short, medium and long-term third party requirement including top management; and make vs. buy decisions.
• Proactively manage vendor relationship to meet established budget and service performance target.
• Review and validate major contracts of outsourcing, IT services and equipments.

Compliance Coordinator

• To assist Compliance in rolling down new ING policies and regulatory requirements to all staff.
• To update Compliance on status of implementation of the policies. To be responsible in distributing and coordinating feedbacks / comments of the latest BNM Circulars and Guidelines, Group; and Regional Policies.
• To act as a point of contact between Compliance and ORM and their respective division, including but not limited to coordination of audit issues (AO Scan items), reporting of incidents in their respective divisions and coordination of training and staff compliance obligations.
• To assist Compliance in identifying, assessing and monitoring their respective areas with regard to compliance risks which required compliance with ING Compliance policies and relevant regulatory laws or regulations within its business.

Head of System and Business Transformation - Employee Benefits

Job Description:

Develop IT plans, budgets and continuously plan for EB and company’s IT strategies based on company’s needs and technology changes; and responsible for all development IT project management, coordination, consulting, customization, implementation and evaluation.

Key accountabilities:

• Develop strategic plans for data conversion and integration of all reports in various platforms between front and end-system.
• Responsible in all development activities in the company. Ensure optimum performance of all develop IT systems for EB to meet the required service levels in the company.
• Develop software systems in line with company’s corporate needs.
• Provide consultancy and assistance to EB and end-users.
• Managed all EB web portal joint developed with E-Business (IT)
• Developed an EB document imaging tools where documents are easily converted to any format required with archiving capabilities using blob to SQL database.
• Manage and oversee EB data-warehouse including mapping for new journal entries to the relational table for scheduling.
• Designed and oversee implementation of a system to administer client who have EB Life product benefits: I-Health system with member validation, LOG issuance and claims administration.
• Coordinate and liaise between developer and Sales with ISS Workflow team in EB Billing and Collection workflow migration to WINTEL platform. SBT managed and developed all interfaces using ASP.NET whilst integrate with ISS Workflow team through the database and validation rules.
• Led a team to manage and review current operation processes. Developed process improvements which led to improved turnaround time in service levels.
• Coordinate and oversee corporate client portal implementation including user requirement, user acceptance test and implementation. Monitor and track service level based on clients’ SLA.
• Providing consultative solutions to EB management team and respective units on regular basis for stop gap issues and report designer for all EB units as well as to the client.
• Database administrator for Employee Benefits and; managed data integration and table relations for optimum data extraction or population.
• Supervise and provide training to support all level on job related matters. Also conduct staff briefing and motivation on regular basis.

Accomplishments\Achievements:

• EB One Stop Centre (Web Reporting): Conceptualised & developed a centralised reporting module with scheduling for extraction and format selection either in PDF (pre-defined \ standard format) or MS Excel (raw data). It encompasses 20 types of pre-defined \ standard reports and ad-hoc reports assessment.
• Sales Hub: Conceptualised & designed a centralised database for the Sales and Servicing user in EB to manage their leads \ prospects, scheduling of appointments via e-calendar, triggering of quotes \ proposals with linkage to Business Development unit, archiving of correspondence emails and documents; and triggering to Billing and Collection workflow when it becomes client.
• Developed EB Medical reporting tool for analysis and management reporting.
• Conceptualized & developed Call Center application - Smart Call and manage the whole migration of the LOG Issuance module with .NET platform. Introducing new LOG conversion capabilities to PDF, TIFF, MS Word etc. Also incorporated document imaging for incoming faxes with tagging and routing capabilities to the respective team \ user based on login administration. Upload of LOG as claim using BO joint developed with ISS Smart400 team.
• Selected as pioneer group of ING Talent Management. ING Talent Management is a program to identify key talents within ING Insurance Berhad’s staff strength of 1,000 staff & to groom this select group to assume management positions.
• Selected to attend a one week program in Bangkok in 2008 for First Line Manager Training.
• Adapted the program in Bangkok & provided training to ING Employee Benefits Management & Managerial staff.
• Appointed as Chief Easier Officer for ING Employee Benefits in 2009. Led a team to review current & improve operational processes. In addition, to organize activities to improve working relationships amongst staff.

Project Analyst

Job Responsibilities:

Analyzed internal operational processes, recommended and implemented effective processes; and systems solutions.

Key accountabilities:

• Develop strategic plans for data conversion and integration of all reports in various platforms between front and end-system.
• Led a team to manage the IT needs of a rapidly growing company, i.e. software and hardware management, system interface with then parent company (Aetna-ING) and senior management reporting needs.
• Responsible for day-to-day aspects of IT management, managing and developing staff.

Accomplishments\Achievements:
2001-Promoted to Manager and assigned to lead Management Information Services Unit.