Lai Mun Chan

Head, Customer Experience & Billing @ Senoko Energy

About

Steering Senoko Energy's customer experience and billing operations for over five years, my focus has been on enhancing business processes and driving strategic growth. With a strong foundation in business computing and IT, my tenure includes pivotal contributions to the rollout of comprehensive Retail IT applications and the optimization of customer engagement strategies. Leveraging analytical skills and CRM expertise, I have played a key role in standardizing operations that significantly contribute to Senoko Energy's market expansion. My approach combines a keen understanding of the utilities industry with a commitment to operational excellence, ensuring a seamless experience for both commercial and consumer segments.

Country

City

Singapore

Industry

Utilities

Skill

Prompt Engineering, Prompt Writing, Generative AI for Marketing, Artificial Intelligence (AI), Continuous Improvement, Business Analytics, Consumer Services, Data Analytics, Microsoft Power BI, Finance, Sustainability, Data Analysis, Management, Strategic Planning, Presentation Skills, Business Process Design, Process Mapping, Problem Solving, Team Management, Microsoft Dynamics

Experience

Head, Customer Experience & Billing

Senoko Energy

2019-4 - Present · 7 yrs 6 mos

• Lead the strategic transformation of customer experience and billing operations across B2B and B2C markets, overseeing business process design, policy development, and service optimization. • Direct a cross-functional team of business operations, billing analysts, and customer service professionals to deliver accurate, timely, and seamless customer journeys. • Champion digital transformation initiatives and improved operational efficiency and reduced cost-to-serve.

Lead Principal Analyst (IT)

Senoko Energy

2016-11 - 2019-3 · 2 yrs 5 mos

Singapore

• Project-managed the successful launch of Senoko’s retail systems for the Open Electricity Market (OEM), including CRM, Billing, Mobile App, and Market Interactions platforms. • Acted as the business-IT liaison, translating operational strategies into detailed IT requirements, user stories, and phased roadmaps. phased roadmaps. • Designed and executed enterprise platform solutions that supported digital transformation, enabled self-service capabilities, and improved customer engagement. • Conducted risk and compliance assessments for IT systems, ensuring alignment with regulatory requirements and data protection policies. • Managed full project lifecycle from scope definition, vendor engagement, UAT planning to go-live readiness and post deployment support.

Assistant Manager (Energy IT Applications)

Hyflux Ltd

2016-2 - 2016-11 · 10 mos

• Led IT business application initiatives for the Energy Business Unit, supporting core operations and driving digital adoption in collaboration with internal stakeholders. • Managed key vendor relationships to ensure timely delivery of enhancements and resolution of system issues with minimal disruption to operations. disruption to operations. • Evaluated change requests and translated business needs into functional specifications to guide development and testing. • Developed comprehensive test plans, executed functional testing, and facilitated UAT with business users to ensure quality delivery of IT solutions.

Senior Business Process Analyst (IT)

SLNG - Singapore LNG Corporation Pte Ltd

2012-10 - 2016-1 · 3 yrs 4 mos

• Led cross-departmental IT projects across plant operations, HR, finance, and asset management systems, ensuring timely delivery and alignment with business goals. • Managed external systems integrators and internal stakeholders to translate business requirements into robust system functionalities and workflows. • Defined business cases and project roadmaps, and developed process blueprints to support strategic initiatives and system enhancements. • Facilitated workshops and user training sessions to gather feedback and ensure smooth adoption of new IT solutions.