Ong Soon Yan

Head Group Quality & Service Excellence
OCBC Bank

IBF Fellow (2016)

Technology & Operations

"Keep energising the financial industry and groom our talents to be champions of thought-leadership, innovation, and service excellence."

Biography

Soon Yan is a Senior Vice President at OCBC Bank. With more than 20 years of diverse management experience in the area of process re-engineering, operational & technology risk management and operations processing, she has held various responsibilities in the Bank.

She was Head of Group Common Services under Group Operations & Technology in OCBC Bank where she has direct responsibilities for five departments in both Singapore and Malaysia, covering procurement, business services, accounts control and reconciliation, risk, quality and service management.   As a member of the core management team in Group Operations & Technology, she exercises a high degree of thought leadership, strategic thinking and decision making. Her responsibilities included establishing strategies for risk & service management, and driving for subsidiaries' alignment with the group's standards and practice. 

She championed the development of the Bank's technology risk management framework and processes; continuously building the risk & prevention culture and driving for various risk awareness programmes and technology security training for the division.  

She also drove and set the direction for OCBC's group procurement policy, and established group-wide procurement strategy in key technology purchases for cost synergy.    Apart from formulating various service and quality-related frameworks for the division, Soon Yan was a strong advocate of service and quality culture, bringing the Group Operations & Technology to be the leading division with the most winners for 2015 Financial Industry Service Excellence Award (EXSA).

Soon Yan currently heads Group Quality & Service Excellence, a division that partners Business Units in the OCBC Group to transform their business' operating models and processes through quality, service excellence and innovation. Apart from driving cross functional/entities transformation projects, she also led efforts to revamp the methodology and learning curriculum for greater relevance to current challenges and to upskill organisational competencies in continuous improvements.

Soon Yan represented OCBC in the ABS Outsourcing Taskforce which developed guidelines and procedures for industry adoption for Outsourced Service Providers.  She also serves as a member of the IBF Working Group for Technology and Operations.

Soon Yan was conferred the IBF Fellow award in 2016 by the Institute of Banking and Finance Singapore (IBF). The IBF Fellow title recognises industry veterans who exemplify thought leadership and commitment to industry development.