1. Profile
Eng Kiat is the Head of Global
Competence Centre for
Morpho Cards Singapore Pte
Ltd, a leading global player in
the field of secure personal
devices. The company offers
trusted services management
(TSM), mobile payments, and
near field communications
(NFC) technologies. With a
Bachelors Degree in
Accounting from the National
University of Singapore, Eng
Kiat continued to gain more
than 20 years of industry
experience.
Project
Experience
Launching his career as the
Assistant Manger for Abacus
International, Eng Kiat gained
diverse experience in the
Aviation, Travel and Tourism
Industry. Drawing on a
versatile history of
professional experience, Eng
Kiat joined Morpho as a Head
of Global Competence Centre
in 2013, extending his talents
in the IT Industry
Highly regarded for his
commitment and interpersonal
communication, Eng Kiat
leads a multi-regional team
presents in Asia Pacific and
Europe providing outstanding
services to global financial and
telecommunications
customers.
Team engagement
o Identify clear short-term objective
and track closely with various team
leader on the progress
o Put in extended hours in the
immediate project involvement to
ensure there is maximum
opportunity for the team members to
approach me.
With continuous customer engagement,
management update and teamwork, NCS was
managed to benefit from this project in:
Revenue
o The project grew in revenue for
more than 20%
Bottom line
o Company registered a turn-around
from a loss-making project to a
project which register a 18% margin
Customer satisfaction
o The project team constantly receives
customer compliments over the year
on different occasions.
In 2011, the team won the NCS “Difference in
Quality Award” based on the excellent services
provided to customer. In 2012, the team received
“Service Quality Award” in recognition for
outstanding service delivered to customer.
In 2011, customer rated 81% for the team’s
delivery quality in NCS’s annual “Customer
Satisfaction Survey”. In 2012, customer continue
to acknowledge the team’s outstanding delivery
quality by rating the team with a 87% (highest in
NCS) satisfaction rating.
In the area of staff engagement, the team also
score a higher than company average from 2010
to 2012.
Project Write-up
Bringing stability and growing customer engagement
Bringing stability to a troubled Production
Support engagement
In 2010, I was assigned to lead in the production
support team for a top tier international bank
which is a key NCS client.
The team was facing multiple challenges. Some of
the key challenges include:
Existing team performance were unable to
meet customer’s high expectation
Low team morale due to high-stress
environment and fear of receiving customer
reprimands
Uncertain working conditions due to high
staff turn-over rate
Project was running in red.
In the initial stage, my objective was to quickly
stabilize team’s morale and bring the focus away
from the negatives.
The immediate action was to put in a plan to
shield the staff from the fear of receiving customer
reprimands and also reduce the level of un-
certainty.
This is achieve by a three-prong strategy:
Customer engagement
o Providing customer a improvement
roadmap with long-term (1 year),
mid-term (3-6 months) and short-
term (2-4 weeks) improvement
targets
o Convincing customer to adopt a
different engagement model where
“heated-discussion” will be
conducted only with me and the
customer.
Management assurance
o Provide management a transparent
status of the existing project status
o Request management for their
commitment in the team’s long, mid
and short term objectives
Contact
Email: lowengkiat@yahoo.com
Mobile: +65 9666 3701
www.linkedin.com/in/lowengkiat
Project Write-up