Josene Teng

As Operations Director for Malaysia’s Household and Baby Panels, I lead end-to-end operations with a strong focus on digital transformation, operational efficiency, and panelist engagement using global platforms. I oversee panel engagement, data entry, production, workforce planning, and team development to deliver timely, accurate KPIs and high-quality insights. Key responsibilities: • Oversee all aspects of panel operations, including engagement, data processing, and production delivery • Manage workforce planning, succession, and continuous team development • Ensure alignment with regional tools and platforms for consistent service delivery and KPI achievement Key achievements: • Scaled Household Panel from 2,500 to 4,000 households within 18 months, under a $260K budget • Digitized panelist engagement by transitioning from SMS to WhatsApp Business API and adding e-wallet voucher redemptions • Reduced headcount by 21% while boosting operational efficiency by 15% • Cut PanelVoice turnaround time by 35% and integrated Fieldwork with Panel Management, increasing online recruitment from 50% to 80% • Led the GDPR-compliant consent rollout across Asia, strengthening data governance and regulatory compliance

Led end-to-end transformation initiatives across APAC markets, including South Korea, Singapore, New Zealand, Australia, Hong Kong, and Taiwan. Owned South Korea’s transition execution and business-as-usual (BAU) delivery, building a high-performing team and driving operational excellence, cost optimization, and stakeholder engagement. Key Responsibilities: • Led transition projects across multiple APAC markets, ensuring timely, high-quality delivery and alignment with client expectations • Managed South Korea’s full BAU operations post-transition, maintaining service standards, operational efficiency, and cost control • Developed and implemented standardized escalation protocols to improve client issue resolution times • Collaborated closely with technology teams and country stakeholders to optimize processes and communication • Mentored team members and contributed to workforce planning, talent development, and RMS operating budget management • Played an active role in the NOCMY leadership team, promoting operational discipline and employee engagement Key Achievements: • Delivered South Korea’s transformation ahead of schedule, achieving a 1.3% quality escape rate — best among developed Asia markets • Reduced operational expenditure by 11% year-over-year; closed H1 2020 $0.2M under budget without compromising service scope • Cut client issue resolution time by 20% through standardized escalation protocols and enhanced cross-team collaboration • Mentored future leaders, with 30% of the company’s LEAP IN program graduates originating from my team • Successfully stabilized South Korea’s delivery operations by transitioning from project mode to sustainable BAU without service disruptions

Led global rollout of standardized Data Out processes across all GfK Global Service Centers (GSCs), aligning service delivery practices and accelerating adoption of new services and tools. Key Responsibilities: • Developed and executed strategies to implement standardized global processes across GSCs • Led onboarding, knowledge transfer, and training programs for new services in both existing and newly launched locations • Ensured operational compliance while promoting efficiency, scalability, and best practices • Partnered with global stakeholders to adapt process rollout plans to regional needs and capabilities Key Achievements: • Strengthened global delivery alignment through successful rollout of new service protocols and training modules • Enabled consistent quality and delivery standards across GSCs by institutionalizing global SOPs • Supported smoother transitions of new service lines into live operations with minimal disruption

Led end-to-end operations for 16 APAC markets from GfK’s Malaysia GSC, managing Data In, Pre-Processing, and Data Out teams to ensure seamless, year-round service delivery. Key Responsibilities: • Directed operational teams supporting 16 APAC countries, ensuring uninterrupted data processing and high-quality outputs • Collaborated with local and regional client servicing teams to align new project demands with Standardized Global Processes (SGPs) • Served as the primary liaison between GSCMY and global stakeholders, maintaining a structured coordination framework with a 24-hour response time • Represented Malaysia GSC at APAC Quality & Operations Workshops, leading performance reviews and field process improvements Key Achievements: • Established Malaysia as the global Center of Excellence for Data Out, becoming the primary hub for report setup and dispatch • Scaled the delivery team from 12 to 27 FTEs while expanding operational scope across 16 markets • Maintained <3% error rate in report template setup and sustained a billable rate exceeding 83% • Achieved 0% attrition among direct reports for five consecutive years through effective leadership and team engagement • Twice nominated to GfK’s “A-Performers Program” (2013 & 2014) for exceptional performance and leadership impact

About the company: Lotus’s Malaysia (formerly Tesco Malaysia) is part of the Lotus’s Asia retail chain, which was acquired from Tesco Group in 2021. Tesco was the world’s third-largest retailer at the time, operating across Europe and Asia. Key responsibilities: • Streamlined internal processes for price monitoring and competitor pricing analysis • Led the development of discount baskets during national price cut drives by analyzing competitor strategies • Managed large-scale pricing projects tied to seasonal campaigns and new segment launches • Operated in a fast-paced, marketing- and customer-driven retail environment

About the company: DKSH (DiethelmKellerSiberHegner) is a Swiss-based market expansion services provider with a strong presence across Asia Pacific, specializing in outsourcing solutions for healthcare, consumer goods, and performance materials. Key responsibilities: • Oversaw day-to-day warehouse administration, including billing and credit note reporting • Organized temporary labor teams for product recall and repacking initiatives • Ensured administrative accuracy and workflow efficiency in warehouse support operations

About the company: F&N is a Singapore-based conglomerate with operations in food and beverages, logistics, and publishing. The company held franchise rights for Coca-Cola beverages in parts of Southeast Asia until 2011. Key responsibilities: • Conducted monthly stock audits and monitored departmental budgets and cost analysis models • Created and maintained SAP user manuals; provided end-user support for warehouse modules • Developed logistics KPI dashboards and reports to drive continuous process improvements

About the company: Linde Malaysia is part of Linde plc, a global leader in industrial gases and engineering. The company was formed through the merger of Germany’s Linde AG and U.S.-based Praxair, serving sectors in over 100 countries. Key responsibilities: • Managed logistics planning for gas cylinder deliveries across Peninsular Malaysia and Singapore • Analyzed planned vs. actual delivery data to identify service gaps and improve delivery accuracy • Supported transport optimization by recommending improvements to routing and operational planning