Sharmilly Sivanathan

Boasting 15 years of combined experience in Banking, Insurance & Software, I bring a robust background in Financial Service Delivery, excelling in Customer Experience, Process Enhancement, Project Management, Operational Excellence, and Insights. My footprint spans diverse Asian markets, amplifying customer experience and strategic priorities. I thrive on collaborative teamwork and am resolutely dedicated to organizational goals. Currently, I lead the APAC Onboarding team for Access Group, poised to drive excellence
and surpass expectations.

• ASIA INTEGRATION: STREAMLINING FINANCIAL SYSTEMS, The Access Group, 2022, Revamped the financial landscape by seamlessly transitioning from outdated systems to cutting-edge technology. Leveraged robust User Acceptance Testing (UAT) protocols to ensure seamless system. Authored comprehensive Standard Operating Procedures (SOP), fostering uniformity and efficiency across the integrated financial system transition and functionality.
• MOTOR INSURANCE LAUNCH - HONG KONG, InsureDIY, 2020, Collaborated seamlessly with the marketing and IT teams to provide pivotal support during User Acceptance Testing (UAT) and to devise compelling promotional strategies, including enticing discounts. Forged strategic partnerships with insurers, jointly conceptualizing and executing a robust Standard Operating Procedure (SOP) and seamless process flow for sales and post-sale services. Achieved a resounding success with the launch of Motor Insurance in the Hong Kong market, a feat marked by delivering the fastest and most cost-efficient motor insurance offerings. This accomplishment revolutionized the market and solidified the project's resounding impact.
• QUALITY ASSURANCE & TRAINING - CONTACT CENTRE PROJECT: EMPOWERING EXCELLENCE, AIA Malaysia, 2017, Designed and executed impactful workshops, focusing on complaint handling and elevating customer experiences, fostering a culture of continuous improvement. Undertook an in-depth review of policies and procedures, offering insightful modifications that optimized processes and language for enhanced efficiency. Played a pivotal role in driving process improvement endeavors, leading and participating in collaborative problem-solving initiatives that yielded tangible enhancements. Provided targeted coaching and constructive feedback to enhance call handling effectiveness, elevating the overall quality of customer interactions. Spearheaded comprehensive training sessions for new recruits, ensuring seamless familiarization with systems and standard operating procedures.

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