PaulChong | SingHealth Academy

Mr Paul Chong

President and Group Chief Executive Officer,
Certis Cisco, Singapore

Mr Paul joined Certis as its founding Chief Executive Officer in 2004. He has led the organisation in its transformation from a statutory board of Singapore’s Ministry of Home Affairs to a privatised entity with a global presence. Under his leadership, the business has grown more than five-fold, and has successfully diversified into new businesses while strengthening the group’s core capabilities, with presence in Australia, Hong Kong, Macau and Qatar today.

Prior to Certis, Mr Chong joined Singtel in 1995 as Vice President for Consumer Sales. During his 5-year tenure at Singtel, he was credited for turning around the then loss-making Globe Telecom to become the leading mobile telecom operator in the Philippines. Subsequently as CEO of Singtel’s Multimedia Division and SingNet, He was led the deployment of the world’s first nationwide broadband network in Singapore. Prior to Singtel, Mr Chong was formerly Head of Joint Communications & Electronics (HJCE) in the Singapore Armed Forces (SAF).

Mr Chong attended the University of Cambridge on a Singapore Armed Forces Overseas Scholarship, graduating with Honours in Economics and Operations Research. He is also a graduate of the US Army Command & Staff College.

Presentation Synopsis

SC 4 - Embracing Smart Operations: Certis' Journey to Digital Excellence

In today's rapidly evolving business landscape, Certis has emerged as a frontrunner in integrating technology with operations to create smarter, more efficient solutions. This presentation will delve into the transformative strategies that have enabled Certis to address the challenges of a shrinking labour force and the rising costs of traditional operations.

We will explore our innovative Business Process Re-engineering Operations (BPRO) framework, which has been instrumental in optimising security protocols and operations for our clients, including Far East Organisation and Jewel Changi Airport. By leveraging our operations orchestration platform, Mozart, we have achieved significant manpower efficiencies and response time reductions, setting a new standard in the industry.

This presentation will also discuss financial implications of "going smart". Our commitment to digitalisation extends beyond customer-facing solutions to our back-office operations, where we have streamlined processes and introduced AI-driven tools to enhance productivity and reduce costs.

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