Janice is responsible for formulating customer experience strategic framework and operating models, implement service standards, guidelines and performance metrics. She leads initiatives to drive customer-centricity, scale up continual improvements and best practices across the organization. She joined UOB in 1992 and ~30 years’ experience in banking. Prior to her current appointment in 2007, she had held various leadership roles. She began her career in Branches Division focusing on project management, business modelling and process re-engineering. She was appointed a Branch Manager (1995-1998) and responsible for customer relationship management across consumer, SME and corporate segments. She was appointed Head of Call Centre (1998-2004) to set-up one-stop 24X7 banking to enhance customer experience. She was Head of Credit Card in Personal Financial Services (2004-2006) to oversee product development, merchant acquiring, cardmembers’ acquisition and service management, card usage analytics, marketing campaign, event and media management. She was Senior Vice President in International Banking (2006-2007), involved in strategic business planning and corporate governance of regional banking subsidiaries and overseas branches. She participates in the service industry and her past engagements include serving as member of the judging panel for “Singapore Service Excellence Medallion Award 2015”. She partnered the faculty professors in Singapore Management University as an Adjunct (2012-2013) to co-teach “Service Processes” to undergraduates from a professional practitioner’s perspective.