Ronald ChanHead of GSC Solution Management Asia Pacific
DHL GLOBAL FORWARDING
Ronald Chan is the Asia Pacific Region Head of DHL Global Shared Services Solution Management. He has 7years Experience in Shared Services and 7years experience in BPO industry SHARED SERVICES EXPERIENCE: In his current role, he manages ASPA region as main contact for all Shared Services related activities and the key counterpart for the region with more 10 Asia Pacific countries currently in his portfolio. He manages customer relationship post-migration (performance management, overall customer satisfaction, demand management). Prior to this, he held several Service Delivery Head position in Shared Services Industry. He headed the New Forwarding Environment department in DHL in 2013-2015 with 420 FTEs under his organization. He was also Head of several departments in Ingram Micro Shared Services such as Vendor Management, Finance Accounts Payable and Cost override group with 100+ FTEs under his organization. BPO EXPERIENCE: He has worked with various BPO companies such as Genpact as Portfolio Control Manager for collections account and IBM Daksh as Assistant Manager for Customer Service of a Telco company. He was also Team Leader for Sales account at ICT Marketing Services and experienced being an agent at Infonxx(now KGB). He is very willing to collaborate and share best practices with the participants and also learn new practices from different industries.
3:45 PM PANEL: Strategic Workforce Planning and Optimisation to Drive Operational Excellence in Contact Centers
- Impact of technology and digital on workforce planning and recruitment strategy
- Mapping your workforce capacity and allocation in consideration of the overall business strategy
- Measuring the effectiveness of your workforce planning and optimisation strategy