Leemei Tan-Boisgillot

The project aimed to enhance, standardize, and automate manual business and product approval processes.

I acted as the APAC lead for the global business project team and oversaw the deployment of the MS Dynamics 365 Workflow. My responsibilities included documenting current processes, conducting workshops with stakeholders, identifying pain points, and facilitating sessions to define future processes. I collaborated with IT partners in an Agile environment, translating business requirements into user stories, participating in sprint planning, creating test scripts, supporting UAT, and conducting cross-functional training.

The deployment of the solution resulted in several key benefits, including:
• Simplification of risk assessments, making it easier for the business to understand risks and make informed decisions.
• A 20% reduction in unnecessary repeat business approvals by senior management and stakeholders.
• Meaningful and automated reports MI.
• Automation resulted in shorter turnaround times, aligning with the objective of promoting a better customer experience.
• User-friendly interface encouraged greater system adoption.

The project objectives were to reduce costs and promote digitization.

As a member of the regional process streamlining team, I collaborated with various stakeholders to identify initiatives aimed at reducing paper usage, eliminating non-value-added and non-regulatory-specific correspondence, digitizing customer communications, and increasing the adoption of digital channels.

On reducing paper usage: implementation of black-and-white and double-sided printing, along with eliminating non-value-added and non-regulatory-specific correspondence, has led to significant cost savings.

On digitization: collaboration with the marketing team to define and execute marketing campaigns contributed to an increase in customer adoption rates of digital channels, from 50% to 70%. This shift was crucial in providing customers with alternatives to receiving correspondence via traditional mail.

The objective of the project is to enhance the efficiency of the customer onboarding process.

As a key member of the regional process streamlining team, my role involved identifying opportunities to improve overall efficiency.

A significant challenge faced by the business was the misalignment of mail collection and scanning timetables, resulting in certain peak hours requiring additional resources for the scanning team. To address this, I recommended aligning the timetables to reduce the need for extra resources, thereby reducing costs.

Another challenge was the semi-automated document scanning workflow, which often required manual intervention. Through a thorough review, I identified the root cause: the lack of detailed scanning queues in the workflow tool, leading to the manual sorting of documents from a general folder. This manual process made it challenging to meet operational SLAs. To address this, we implemented a more detailed file structure to streamline document classification and eliminate the need for a general catch-all folder.