SWEETY ANCHAN

Singaporean • +65 83826282 • [email protected]

IMPLEMENTATION MANAGER
STRATEGY PLANNING | PROCESS MANAGEMENT| ACCOUNT MANAGEMENT
Seasoned practitioner with a wealth of experience for more than a decade in handling projects, launching &
implementing new processes, managing process improvements, facilitating training sessions, stakeholder, client and
vendor management etc. Possess more than 9 years of exposure in client engagement, customer service management,
streamlining processes, solving problems, training delivery in Singapore and overseas to the UK, American and Indian
clients. Exploring challenging senior managerial assignments with a reputed organization. Worked in MNC’s, government
institutions and SME companies.

CORE SKILLS EXECUTIVE SUMMARY

Strategic Planning • A visionary executive and thought leader, with great communication skills,
change management and decision making powers, pertaining to distinctive
Streamlining & Process Improvement
business scenarios.
Clients & Account Management • Adept at streamlining processes, implementing new training & development
solutions, techniques, interventions by maintaining contact with
Stakeholder Management stakeholders and corporates etc.
• Influence and advise new clients on workplace solutions, value added
Communication Skills &Problem Solving services and bring them onboard.
• Skilled in managing relationships, solving process related problems of
Facilitation Specialist
multiple stakeholders, corporate accounts.
Process Creator & Implementation • Subject matter expert of different products and business needs, needed to
handle various accounts etc.
Multi-Cultural Team Management • Proficient in conducting training & assessment sessions for the workforce
including development, and organization of assessment centers for clients
Quality Management
aimed at the acquisition of qualitative talents.
Resource Management • Possess an understanding of strategic and performance measurement using
different methodologies and scorecards.
• A quality control manager recognized for maintaining quality of resources
and trainers needed to deliver programmes to various clients and customers.

CAREER CONTOUR

FirAana e-Commerce Retail Startup, SINGAPORE

Enterpreneur-e-Commerce Founder Jan 2020 – Present
Responsibilities:
• Conceptualised strategy using social media as the delivery and connecting channel with end customers.
• Engaged built relationships with vendors, suppliers to procure products.
• Conceptualised and worked with the team to deploy online web portal, interphased with payment portals and web services
into leading social media platforms to reach end customers.
• Engaged customers and implemented value added services to maintain long term client needs and solve their problems.
• Streamlined processes shortly after launching the website and new payment processes.
• Lead the sales, logistics, change management and customer management functions.
• Researched and evaluated pricing strategies prior to launching products.
• Drove sales using social media from startup to a sustainable level.

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ALLEGIS GLOBAL SOLUTIONS (STANDARD CHARTERED), SINGAPORE
Manager – Financial Crime Compliance (FCC) Learning & Program Planning Oct 2019 – Dec 2019
Responsibilities:
• Conducted a global review of web pages on ‘Fraud’ for 60 countries in order to standardize content across the globe aimed at
maintaining seamless operations.
• Organized Cross-business Fraud Risk Training Forum for HODs to create the training plan for 2020 and performed secretarial
duties.
• Flagged out red flags and renegotiated plans with stakeholders after obtaining management approval on revised plans.
• Created scripts on ‘fraud management’ for retail banking call-centers and assessed video transcripts.
• Planned training delivery, reported and finalized available trainer and venue resource capacities for trainings to be conducted
across several countries.
• Prepared and presented various status reports to the senior management and other stakeholders to enable effective decision
making.

KHOO TECK PUAT HOSPITAL, SINGAPORE

HR Manager, Human Resource Development Aug 2018 – May
2019
Responsibilities:
• Planned, designed and managed overall curriculum-related matters for Diploma Programs for in-house staff. Set up a strategic
partnership with internal stakeholders to implement learning in programs for in-house staff.
• Administered program and implemented logistics for new courses. Assessed and resolved process gaps based on collated
learner’s feedback.
• Spearheaded team efforts in developing and driving training material development and co-developing program content (OJT
Blueprints) for internal training customers. Co-developed train-the-trainer content for new trainers.
• Assessed training materials for existing in-house programs, recommended improvements and facilitated the required revisions
internally.
• Acquainted employees with organizational policies and procedures for implementing the same in day to day business
transactions.
• Optimized resource utilization and streamlined processes aimed at enhancing operational efficiency and service quality across
areas of operations.

SKILLS FUTURE SINGAPORE (SSG), SINGAPORE

Senior Manager – Program Implementation and Evaluation Apr 2013 – Jun 2018
Responsibilities:
• Involved in end to end management of programs encompassing launching new proogrammes and streamlining processes.
• Managed multiple corporate accounts excelling in customer service and quality of resource management for the clients.
• Facilitated train the trainer workshops for trainers and equipped them with information and feedback needed to facilitate
sessions. Served clients like OCBC bank, Mizuho Bank,Capella Hotel, Singtel, Scoot etc
• Engaged team of trainers and guided them on how to provide quality training to various clients.
• Conducted needs assessment, developed and drove training material development through vendor management.
• Prepared and rolled out project implementation plans and managed the launch of programs. Coordinated and liased with
multiple in-house stakeholders to successfully drive the launch of new programs in the organization. Evaluated and presented
successful outcomes of programmes launched.
• Planned and exceuted multiple training sessions with excellent feedback scores attained.
• Prepared guidelines of training schedules and logistics set up to ensure quality of implementation and execution.
• Set up strategic and operation plans encompassing manpower planning, resource management, program implementation
guides, trainer tier classification and trainer assignment. Develop and implement contingency plans.
• Managed change management by monitoring changes in programmes, version controls etc to ensure compliance during audits.
• Evaluated incoming trainer profiles, proposed recommendations for an interview and managed onboarding of new trainers.
Assessed qualification and experience certificates of candidates and ensured proper filing and categorization of documents.
• Evaluated audit findings of assessors and identified competency gaps and proposed solutions to rectify gaps in the assessment.
Ensured validity through regular reviews and revision of assessment resources and documents.
• Conducted tests on the training management systems and rendered feedback to the vendor to align services to the training
and learning needs of the organization.
• Assessed learners' post-course evaluation forms and cascaded feedback to the developers and supervised changes accordingly.
• Conducted course previews for 150-450 learners to orient them on the course learning and enrolment
• Designed and developed Trainer Evaluation sheets and organized trainer observation sessions to assess training quality.
• Defined SOPs on program launch to ensure standardization of processes. Assisted clients in evaluating training needs, course

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 specifications design, contextualization, trainer selection and briefings to enhance process efficiency.

SINGAPORE WORKFORCE DEVELOPMENT AGENCY (WDA), SINGAPORE

Senior Manager – Learning and Professional Development Jan 2010 – Apr 2013
Responsibilities:
• Spearheaded and launched end to end operation plans pertaining to client & learner program requirements and solutions for
WSQ &Non-WSQ programs. Solved process hiccups and implemented new solutions.
• Groomed and mentored trainers on ‘Advanced Certificate in Training & Assessment’ (ACTA) and ‘Workplace Trainer Program’
(WTP) training modules for corporate and public learners of various levels (director, managerial, supervisory and operations).
• Conducted training and assessments on competency-based, soft skills and customer service related programs based on
evaluated training needs of various organizations. Served clients like Singtel, Fair Price, Scoot,Singapore Zoo,Park Royal Hotel
etc.
• Conducted training needs analysis and developed training materials.
• Assessed ‘Diploma in Adult and Continuing Education’ (DACE) modules and learners’ final capstone projects to render
productivity enhancement feedback.
• Managed change management by monitoring changes in programmes, version controls etc to ensure compliance during audits.
• Analyzed training needs, course specifications design, contextualization, trainer selection, and briefing. Updated program
information to be published on the company website and intranet.
• Monitored training feedback scores for trainings conducted.
• Planned and exceuted multiple training sessions with excellent feedback scores attained.

EARLIER ASSIGNMENTS (IN BRIEF)

Accenture Services Pvt. Ltd, Mumbai, India Dec 2006 – Dec 2008
• Process Trainer Sep 2007 – Dec 2008
o Involved in fulfilling requirements of the Process Training team for Mumbai (ensuring negligible attrition, delivering
stand up training, conducting assessments & evaluating students’ performance).
o Coordinated with the regional teams to ensure the relevance and quality of training programs. Managed quality on
‘Quality Calibration’ calls to ensure no discrepancies in the training deliverables.
o Conducted on the job training to maintain their Average Call Handling Time, After Call Wait, First Call Resolution, Net
Promoter Score & quality scores while on the operations floor.
o Conducted training needs analysis for client programmes and developed training materials.
o Developed training feedback form and monitored training feedback scores.
• Voice & Accent Trainer Dec 2006 – Aug 2007
o Planned and delivered multiple on the job training on US Accent, culture and soft skills for the customer service
representatives.
o Involved in the design and development of training manuals on ‘Accent Enhancement’, ‘Language Skills Development’
etc. Assessed the quality of customer service calls.
o Recommended learning solutions to mitigate process gaps experienced by customer service representatives during
training to enhance the quality of calls delivered by the service staff while on the production floor.

Senior Executive – Training & Recruitment, Quick Win Business Solutions, Mumbai, India Jun 2006 – Nov 2006
Executive – Training, E-funds International, Mumbai Nov 2005 – Jun 2006
Professor, Sunil’s Tutorial, Mumbai Jan 2003 – Sep 2004

PROFESSIONAL DEVELOPMENT
• Skills Framework Workshop for HR Personnel- Healthcare Sector (2019)
• 7 Habits of Highly Effective People (2018)
• Sustaining Service Quality Workshop (2018)
• Vetting for Improved Performance for Singapore Workforce Development Agency (2015)
• Deliver Service Excellence (2014)
• Leadership Excellence for New Supervisors (2014)
• 21 Irrefutable Laws of Leadership (2014)
• Training on Instructional Designing (2008)
• Train the Trainer on the fundamentals of training (2008)
• Interviewing Skills workshop to identify the right candidates to be recruited (2007)
• Presentation Dynamics training to be an effective presenter (2007)

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EDUCATIONAL QUALIFICATIONS / CERTIFICATIONS
• MA in Lifelong Learning, University of London, Feb 2014
• Bachelor Degree in Home Science (Majored in Developmental Counseling – Human Development), SNDT University, Apr 2003
• Specialist Diploma in Advanced Facilitation (WDA), Skills Future Singapore, Jan 2017
• Diploma in Adult Continuing Education (WDA), Singapore Workforce Development Agency, Feb 2012
• Advanced Certificate in Training & Assessment (WDA), Dec 2009
• Diploma in Human Resource Management (Mumbai), Jan 2006

PERSONAL DETAILS
• Date of Birth: Mar 1981
• Nationality: Singaporean
• Language Proficiency: English, Hindi, and Tagalog