Mr. Jason Chu, Chairman

Asia Pacific Customer Service Consortium

Topic: Innovation Customer Experience Strengthen Future CRE Consumer Loyalty

Mr. Jason Chu is the Founding Chairman of the Hong Kong Customer Service Consortium (HKCSC) and Asia Pacific Customer Service Consortium (APCSC). Mr. Chu collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC, Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for customer service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, CRM and Contact Center Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, Australia and the United States.

Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professionalism and career development for the contact center and customer service industry, including the Certified CRM Director, Certified Contact Center Manager, and Certified Customer Service Analyst & and Auditor training curriculum and recently the Certificate in Customer Service Management approved under the Continuous Education Fund (CEF) under Hong Kong SAR Government.

Mr. Chu received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building CRM and customer loyalty.

Honorable Joseph LEE Kok-long, SBS, JP, PhD, RN, Legislative Councilor (Health Services)

HKSAR Government

Topic: Could Healthcare CRM Optimize Patient Satisfaction and Safety?

Mr. Tom Mehrmann, Chief Executive

Ocean Park Hong Kong

Topic: Sustainable Leadership: Aspirations to Expectations

Tom Mehrmann is the Chief Executive of Ocean Park Corporation, Hong Kong’s marine life and animal theme park, which hosts more than seven million visitors annually. Founded in 1977, Ocean Park is a not-for-profit statutory body.

Mr. Mehrmann started his career in the theme park industry in 1977 at Knott’s Berry Farm in the United States as a sweeper, cleaning the Park grounds. From there, he spent the next 21 years progressively working through various management and leadership roles, eventually becoming Vice President of Park Operations and Entertainment in 1996.

In 1998, he joined Six Flags Marine World as Vice President and General Manager, and later accepted an appointment as VP and GM of Warner Brothers Movie World in Madrid, Spain, when the park was taken over by Six Flags in 2000. He was responsible for the design, development, construction and operation of Madrid Movie World, which opened in April 2002.

Since joining Ocean Park in 2004, he has directed the activities of the Park to achieve eleven record-breaking years of attendance or revenue and surplus, while leading the effort of defining the HK$5.55 billion Master Redevelopment Plan (MRP) for the future Ocean Park. The 6-year MRP broke ground in late 2006 and was completed in July 2012 on time, on budget and with exceptional quality. Not only did the MRP successfully transform Hong Kong’s People Park into a leading world-class family travel destination, it also enabled us to achieve new heights in attendance. During the 2014/15 fiscal year, the Park has recorded its third-highest ever annual attendance.

Highlighting the growth and evolution of Ocean Park under Mr. Mehrmann’ s direction, the Park became the first Asia recipient of the prestigious “Applause Award” in November 2012, the most significant recognition within the global attractions industry recognizing a theme park for its foresight, originality and sound business development. The industry authorities, Themed Entertainment Association (TEA) and AECOM, in the 2014 TEA/AECOM Global Attractions Attendance Report, ranked Ocean Park Hong Kong as the world’s number 13, Asia Pacific’s number four, and China’s number one, theme park in terms of annual attendance.

In 2008/2009, Mr. Mehrmann was named the “CEO of The Year” in the Asia Pacific Customer Relationship Excellence Award. In 2007, Mr. Mehrmann was presented with the Executive Award of the DHL/SCMP Hong Kong Business Awards 2007. He was also named Director of the Year by the Hong Kong Institute of Directors in 2006.

Mr. Mehrmann also devotes efforts to the community and to promoting tourism development in Hong Kong by serving in the following positions under the organizations below:
- Member of the Advisory Committee on Hotel & Tourism Management of the School of Hotel & Tourism Management, The Chinese University of Hong Kong (Aug 1, 2012 to Jul 31, 2014)
- Committee Member of the Travel/Tourism Committee of the Hong Kong Coalition of Service Industries, Hong Kong General Chamber of Commerce
- Member of the Hong Kong Employers’ Federation of Hong Kong
- Member of the American Chamber of Commerce
- Advisory Committee Member of the Tourism Orientation Programme of the Hong Kong Tourism Board
- Member of the International Association of Amusement Parks and Attractions Foundation
- Member of the HKSAR Public Affairs Forum

A graduate of the California State University, Fullerton, Mr. Mehrmann holds a Bachelor of Science degree in Psychology. He also completed the Advanced Courses organized by IAAPA in Theme Park Management at Cornell University, Ithaca, New York.

Ms. Randy Lai, Managing Director

McDonald's Restaurants (Hong Kong) Limited
 

Topic: Uplifting Customer Experience Through Innovation Excellence

Randy Lai is the Managing Director of McDonald’s Hong Kong. Randy manages over 230 restaurants with around 15,000 employees that serve about 1 million customers per day. An experienced McDonald’s veteran for over 17 years, she was formerly the first female Managing Director of McDonald’s Singapore. Born and raised in Hong Kong, Randy is the first Managing Director nurtured in this market.

Under Randy’s leadership, McDonald’s Hong Kong not only prides itself as one of the high growth markets enjoying the highest guest count during peak hour, it also receives numerous awards in the aspects of people management, leadership marketing and operations excellence. These include the Gold Award from the Hong Kong Management Association Quality Award Scheme in 2012, the recognition by the Aon Hewitt for the Best Employers Award in 2007, 2011, 2013 and 2015, the Grand EFFIE Award in 2012, 2013 and 2014 for three consecutive years, and for the 16th time running, Next Magazine’s “Top Service Awards” in 2014.

Besides being named as CEO of the Year 2011 at the Asia Pacific Customer Relationship Excellence Awards, Randy also won the CIM Marketer of the Year and the Distinguished Marketer in 2006 from the acclaimed Hong Kong Management Association/TVB Awards. In 2012, Randy was honored the Young Alumni Award from Western University.

Apart from having a keen business mindset, Randy also put great emphasis in being a good corporate citizen and leads McDonald’s Hong Kong to provide all-rounded support to Ronald McDonald House Charities of Hong Kong in helping those seriously ill children and their families.

Given her vast experience and profound expertise in the industry, Randy is devoted to contribute to the community. She is the Marketing Management Committee of The Hong Kong Management Association since 2010, the Adjunct Associate Professor in the Department of Marketing of The Chinese University of Hong Kong since 2012 and serves as a member of Departmental Advisory Committee of the Department of Management and Marketing of The Hong Kong Polytechnic University since 2013. Furthermore, she joins the Organizing Committee of HKMA Sustainability Award since 2016.

Mr. Tatsumi Yamashita, CEO

HDI (Help Desk Institute)
 

Topic: Trend and Expectation of Support Industry in Japan

Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in 2006, which is the largest benchmarking database in Asia Pacific. The Benchmarking grades all evaluated 2,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefore, it is well-known as the ‘Michelin Red Guide’ for the customer service industry.

Tatsumi Yamashita has 30 years of experience in the support industry and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that are applied toward the advancement of Japanese support environments. He established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now. Tatsumi became one of the 2016 HDI Hall of Fame Inductees recognizes influential members of the community for their outstanding contributions to HDI.

Mr. Olivier Njamfa, President & CEO

Eptica, UK

Topic: Transforming Customer Engagement with the Use of Linguistics

Presentation Outline:

1. Why Linguistics is important?
2. What Eptica Does?
3. What are the business benefits?
4. Customer success stories

Olivier Njamfa co-founded Eptica in 2001. Previously, he was VP and COO of Com6, leading European e-CRM software company. From 1999 to 2001, Olivier managed the International Indirect Operations of Showcase, software provider of Business Intelligence and Datamining solutions. From 1995 to 1999, Olivier was Director of Finance and Banking at Comshare (Business Intelligence Applications provider) and then MD for France. Between 1987 and 1995, Olivier served as Sales Manager and then Regional Director of Saari, French leader in accounting software. Olivier is a graduate of NEOMA Business School and holds an MBA from ESCP Europe, Paris, France.·      Business Angel and co-founder at Seed4Soft.com (www.seed4soft.com)

Mr. Troy Barnes, Head of Customer Experience

AIA Bhd.

Topic: AIA Bhd.'s Customer Experience Management Strategy

Troy Barnes is Head of Customer Experience, AIA Bhd, where he is responsible for developing AIA Malaysia’s customer experience blueprint. Prior to joining AIA, Mr. Barnes held local and regional senior management positions with ING in Japan, Korea, Hong Kong, Taiwan and Australia, where he achieved substantial top and bottom line value with a focus on delivering better service to customers. Troy has extensive experience in change management, process improvement, Lean Six Sigma operations, IT, program and project management throughout Asia Pacific.

Troy hold a Bachelor’s degree in Business (majoring in IT), from LaTrobe University Australia.

Dr. Stanley Kan, Director, Service Delivery

Hong Kong Airlines Limited Limited

Topic: Hong Kong Airlines Service Innovation and Best Practices

Dr. Stanley Kan is an expert in aviation and has been working in different fields of the aviation industry for almost 20 years. In 1995, he started his career as an Airport Traffic Officer and then gradually progress into areas of Ground Services, Inflight Ops, as well as Human Resources and Administration. He has also been doing a lot of research and studies on aviation in order to contribute his knowledge for the betterment of the industry. In 2013, he held the position as Project Director, leading the transformation of Hong Kong Express Airways from a Full Service Airline to a Low Cost Carrier (LCC). Dr. Kan is currently the Director of Service Delivery Department of Hong Kong Airlines. He is also the Managing Director Hong Kong Aviation Ground Services Limited.

Dr. Kan graduated from the University of Nanjing and obtained a PhD in International Human Resources Management. His research topics also focus on government policies regarding population.

Dr. Kan actively participates in public services and holds various positions in both Macau and Hong Kong. He is the President of Macau Professional Development Association, Deputy Chairman of GuangXi Youth Commercial Association of Macao, Principle Researcher of Hong Kong Sustainable Development Research Institute, Full member of HKMA, Member of Y. Elites Association, as well as the external advisor of HKU Space aviation course.

Ms. Joy Cañeba, Chief Executive Officer

Philippines AirAsia

Topic: CRE Leadership & Service Innovation in Airlines Industry

Joy was appointed as Chief Executive Officer in 1 April 2014. A lawyer by profession with vast experience in corporate legal matters, Joy has been an advisor and counsel to AirAsia in its efforts to enter the Philippines and establish its brand and operations there. She was also instrumental in AirAsia Inc.’s acquisition of Zest Airways Inc. via strategic alliance in 2013, a partnership that paved the way for AirAsia in the Philippines to operate on a much larger scale to/from Ninoy Aquino International Airport, the Philippines’ major international gateway.

Armed with a unique combination of legal training, expertise and exposure to the Philippines corporate environment, Joy led the Philippine team along the complex and challenging regulatory environment. It was during this period in 2014 that Zest Airways successfully launched its new corporate name and fully rebranded as Philippines AirAsia in 2015, offering Filipinos more choices, better value and enhanced services across a larger network.

Joy has a degree in Communications Management from the Assumption College of Makati City, Manila, and finished her Bachelor of Laws degree from the University of Santo Tomas also of Manila. She passed the Philippine Bar Examination in 2005 and ranked among the top 20 passers. After her studies, she worked in law firm where she specialized and sealed major corporate transactions involving air transportation, business process outsourcing, mining, banking, retail, labor, taxation and renewable energy.

A passionate traveller and self-confessed shopaholic, Joy also dabbles in photography and likes spending her free time with kids doing community works.

Mr. Alexander Chan, Senior Programme Director/College Principal Lecturer

HKUSPACE

Topic: Digital Leadership

In the late 1980s, Dr Alexander Chan (Alex) went to a boarding school in the North of England for his secondary education. He then went on to study his bachelor’s degree in Computer Systems Engineering and his master’s degree in Information Technology for Manufacture at Warwick University. Altogether he lived and worked in the UK for nearly 20 years. In 1996, Alex graduated from Cardiff University with a PhD degree in Self-Organising Neural Networks for Control Chart Pattern Recognition (which was a discipline in the area of Quality Control in Manufacturing). Alex was then offered a research position with the Engineering Department at Cardiff University where he conducted research funded by the European Union and taught engineering students both at the undergraduate and postgraduate levels.

Looking for a new professional challenge, Alex decided to join Symbian, which was a leading mobile software company in London at the time, in their marketing and sales department in 1999. Before long, Alex was promoted as a Senior Account Manager in charge of key accounts such as Psion and Motorola, as well as a great number of technology partners in Western Europe. Alex was also sponsored by Symbian to study a part-time MBA during his tenure there. Since then, Alex has worked in many leading mobile technology and internet companies in the UK and Europe. The well-known customers that he has successfully managed and developed business with over the past 15 years include Nokia, Samsung, Motorola, LG, Microsoft, Toshiba, Panasonic, HTC, Huawei and China Mobile.

From 2004 to 2011, Alex worked for two European mobile technology outsourcing companies (Elektrobit and Teleca) as their VP of Sales for Asia Pacific in their regional headquarters in Beijing. His responsibilities encompassed marketing, sales, business development, key account management, setting the regional strategy for Asia Pacific and managing cross-regional and cross-cultural sales teams based in Japan, Korea, Taiwan and the Greater China region. Alex led his teams to excel in making new business wins, negotiating tough commercial contracts, setting complex technology licensing deals and outsourcing mobile development projects. The annual revenue target carried by Alex and his team was in excess of €40M.

In February 2014, Alex joined the Institute for China Business at HKU SPACE as Senior Programme Director/College Principal Lecturer. He is now Head of Centre for Management and Innovation. The programmes managed by Alex’s centre in both Mainland China and Hong Kong include Integrated Practicing Management (IPM), Digital Strategy and Business Transformation (DSBT) and Integrated Innovation for Product and Service Design (IPSD). Leveraging the rich experiences that Alex has had in both the academia and the business world, he now specializes in teaching Management, Business and Innovation. His favourite motto is “Think like a man of action. And act like a man of thought.”

Mr. Alex Pang, Director, Digital Commerce

FWD Life Insurance Company (Bermuda) Limited

Topic: Web Traffic Source and Web Analytics

Internet veteran with 15 year experience in digital marketing; focused on search marketing, search marketplace and traffic quality in recent years. Joint FWD in early 2015 as director of eCommerce, looking after the web development and web analytics projects.

Ms. Gwen Wang, Vice President, Customer Service

DHL-Sinotrans International Air Courier Ltd.

Topic: Being Insanely Customer Centric

Wang Jun-Ying (Gwen Wang), who joined DHL-Sinotrans JV early in 1996 and was successively appointed as Key Account Team Leader, Key Account Supervisor, Key Account Support Manager in North Area Customer Service Department and National Contact Centre Manager and National Customer Service Director in National Customer Service Department. Currently act as Customer Service Vice President in charge of operational management and development in China Region customer service centers of over 500 seats.

Mr. Mark Devadason, Sustainability Leader

Standard Chartered Bank

Topic: Why corporate sustainability matters and strategies for leadership through social purpose

Mark is a global leader in the sustainability and social purpose field leveraging his geographically diverse and commercial business experience at leading financial institution Standard Chartered Bank. Mark has had broad based management experience with Wholesale Banking, Consumer Banking and Human Resources and as a country CEO for Standard Chartered Bank in Thailand from 2008-2010 and in Japan from 2003-2007.
 

Mark Devadason's last role at Standard Chartered was the Global Head of Sustainability, based out of Hong Kong. He was in charge of the Group’s overall Sustainability agenda, a core part of the Bank’s strategy to build a sustainable business through contributing to economic growth, leading as a responsible company and investing in the future of communities. Mark led a team responsible for the Bank’s environmental and social risk management function and all the Bank’s environment, employee volunteering and community investment activities.
 

Mark was also a member of the Board of Standard Chartered Bank in Thailand and Chairman of the Fundraising Committee for the Bank’s charity Seeing is Believing which was committed to raising USD100mn by 2020.
 

In his role as CEO Thailand, Mark steered the management team and the Bank through an extremely complex economic and political environment, delivering strong results and a refreshed consumer banking strategy. His leadership on employee engagement initiatives led the bank to win the Gallup Great Workplace award in 2010.
 

In 2015, Mark has been additionally responsible for successfully launching an enterprise-wide social collaboration tool, based on the Jive platform, to promote internal networking and collaboration across the company. He has also led the Bank’s founding sponsorship of the global #TellEveryone campaign to promote the Global Goals for Sustainable Development to 7 billion people within 7 days of the Goals being ratified at the UN General Assembly.
 

During his tenure in Thailand, Mark also served as Chairman of the British Chamber of Commerce of Thailand and Second Vice Chairman of the Association of International Banks. Whilst in Japan, he served on the Board of the British Chamber as well and took on the role of Chairman of the Banking Sector Committee of the International Bankers Association.
 

Since January 2015, Mark serves on the the board of the San Francisco based NGO Business for Social Responsibility (BSR.org) and is on the Advisory Board of the Ethical Corporation (www.ethicalcorp.com).
 

He graduated from the University of Bristol, UK in 1985 with a Bachelors degree in Philosophy and Economics. Mark has also completed several management programs, including courses at INSEAD, Templeton and the London Business School. He is married with two children and enjoys photography, tennis, golf and jogging in his spare time.
 

Recent speaking engagements
▪ 26 November 2015 - Sri Lanka Chamber of Commerce, 2015 Corporate Citizens Awards Event, Colombo - Key Note Speaker
▪ 4 September 2015 – Habitat for Humanity Asia Pacific Housing Forum 5 in HK “Topic: How can organisations tackling poverty housing engage local volunteers?
▪ 17 August 2015 – Sasin University Sustainable Development Symposium in Bangkok “Topic: Challenges for Implementation of UN Goals for Sustainable”
▪ 4 August 2015 – US Chamber Webinar on SDG “Topic: Women and Girls Empowerment.”
▪ 7 May 2015 – Ethical Corporation, Responsible Business Summit Asia in Singapore. Topic: “How to translate sustainability internally to get employee buy-in and move beyond a philanthropy”
▪ 10 Mar 2015 – BSR HerFinance Conference “Topic: Building Financial Capability through Education”
▪ 25 Feb 2015 – KPMG Global Citizenship Conference in Delhi “Topic: Market Outlook – A comprehensive strategy for leadership & impact”
▪ 27 Jan 2015 – SDGs Breakfast Club in HK “Topic: post 2015 UN Sustainable Development Goals, and how it could integrate into the different industries we are operating in”
▪ 21 Aug 2014 – Stock Exchange of Thailand “Topic: Sustainability”

Recent online Interviews
▪ Boyden/FTI Interview
                • https://www.boyden.com/media/9793/28/a_discussion_with_standard_chartered/index.html#
▪ The Ethical Corporation - Leadership Series
  •www.ethicalcorp.com/business-strategy/ethical-corporation-leadership-series-mark-devadasonglobal-head-sustainability
▪ The Daily FT - Sri Lanka
                • www.ft.lk/article/509303/Importance-of-Environmental--Social-and-Governance-for-businessleaders-from-SDGs

Ms. Elaine Chan, Chief Health Officer

Zurich Insurance Company Ltd

Topic: Your employees is your customers

Elaine Chan is the Chief Health Officer of Zurich’s General Insurance business in Hong Kong. She is responsible for managing the strategic development and performance of Zurich’s accident and health insurance business.

Ms. Chan has extensive experience in building distribution channels, partnership alliances, product development, as well as best practices in healthcare and medical insurance business for over 25 years. Prior to joining Zurich, she was with AXA as Chief Health Distribution Officer. She has also worked with numbers of key insurers including AIA, Manulife, CIGNA and BUPA, focusing mainly on employee benefits and medical insurance.

Currently, Ms. Chan is a task force member of the Food and Health Bureau’s primary care working group; a member of Consultative Group on Health Protection Scheme under Health and Medical Development Advisory Committee as well as co-opted member of Working Group on Regulation of Private Hospitals under the Steering Committee on Review of Regulation of Private Healthcare Facilities. She is also an appointed mentor of Mentorship program for School of Public Health and Primary Care of the Chinese University of Hong Kong.

She is now Deputy Chairperson of the Healthcare Reform Taskforce, committee member of Medical Insurance Association and has also been served as Chairperson of Medical Insurance Association during 2006-2009 under the Hong Kong Federation of Insurers.

Mr. Jack Chan, General Manager

The Specialist Consortium Ltd.

Topic: Finally, Tele-medicine that works!

Mr. Chan began his career in the Healthcare industry in 2002. He has accumulated significant Sales and Client Service experience in a senior post in a publicly listed healthcare company until he started his own business providing consultancy services to medical groups in 2007. The company’s management services cover Hong Kong, Macau and PRC. In addition, Mr. Chan’s management services reach APAC regional through AA International – a regional assistance service provider with global network support.

Mr. Chan currently is responsible for the operations of The Specialist Consortium Limited. The company works with a group of elite specialists focusing on high-end healthcare service in Hong Kong and China.

Mr. Sudesh Thevasenabathy, Head of Customer Experience

AXA Hong Kong

Topic: Customer Centric Culture – Enabling Change from Within

Sudesh Thevasenabathy brings with him more than 15 years of experience specialising in customer experience, process efficiencies and change management across multiple industries including telecommunications, consumer products, manufacturing, banking as well as more recently insurance, through his tenures with HSBC and Bank of America Merrill Lynch before joining AXA Hong Kong two years ago.

In his current role, Sudesh is Head of Customer Experience at AXA Hong Kong where he leads the company-wide customer centricity and experience programme spanning across the Life, Health and the Property & Casualty businesses delivering numerous customer experience enhancements through the deployment of rapid and agile approaches which have translated to immediate and significant changes throughout. This transversal programme covers both customer experience improvements and employee culture change. The radical approach in enhancing customer experience resulted in AXA Hong Kong winning two 2016 APCSC CRE Awards for Best Customer Experience Management of the Year, and Employee Engagement Programme of the Year.

Sudesh is an Electronics and Computing engineering graduate and is Six Sigma and Lean trained. A change agent at heart, he is passionate about delivering the best customer experience possible at every level of any organisation.

Mr. Samuel Yuan, Vice President – Channel Operation Management and Convergence Product
Far EasTone Telecommunications Co., Ltd

Topic: Service from the Heart

Graduated from State University Of New York at Buffalo B.S. Degree in Business Administration with concentration in Financial Analysis and MIS

Management History.
Creative leader with 25-plus-year track record at service -driven Fortune 500 firms such as Northwest Airlines, Citibank, Disney and FarEasTone. Outstanding leadership and team-building skills; experience managing staffs of up to 2000 and budgets of US$60 million.

Samuel Yuan joined FarEasTone in 2001 and is currently the VP of Channel Operation Management and Convergence Product. Before becoming Channel Operation Management and Convergence Product head, he also held other important position such as Retail Channel head, Consumer Marketing head as well as Customer Service & Collection head. Prior to joining FarEasTone, Samuel Yuan has more than 20 years of experiences in the field of sales, marketing and customer service, working for Disney, Citibank and Northwest Airlines in United States, Hong Kong and Taiwan.

He has served for the past 8 years, in the role of Executive Director for TCCDA – Taiwan Call Center Development Association which he was also one of the founding members in 2002. In 2007, together with eight other AP region countries; Hong Kong, China, Singapore, Malaysia, Philippines, Indonesia, Australia and Korea founded APCCAL – Asia Pacific Contact Centre Association Leaders.

任职经历: 04-16财年，先后任联想CCC 消费笔记本在线服务负责人，OSD Lenovo业务运营负责人，现任OSD 3C产品在线服务负责人 带领团队超过450人 团队分布北京、无锡、合肥三地 为Think和Lenovo用户提供微信、Chat、电话及网站等多种服务

Mr. Leo Zhang, Operation Director

AIA Company Limited Beijing Branch

Topic: We do care what you care about


工作简历：

2013年10月－至今　友邦保险北分 服务运营共享中心 总监
2003年5月－2013年10月　恒安标准人寿 两核总监
1997年1月－2003年4月　平安保险天津分公司 首席理赔师

保险行业任职资格：
1. 中国保险行业协会“千人计划”首批核心人才
2. 中国保险行业协会“千人计划”人身保险理赔核心专家
3. 北京市保险行业协会“消费者权益保护暨反保险欺诈委员会”副主任
4. 北京市保险行业协会“保险合同纠纷调解委员会寿险专业委员会”委员
5. 北京保险行业协会个人会员

专业资格及职称情况
1. LOMA：FLMI（高级寿险管理师）, ACS（客户服务师）
2. 中国保监会：保险公估人、保险代理人、保险经纪人资格
3. 中国人力资源和社会保障部：中级保险经济师资格
4. 曾于南开大学兼职任教《保险法课程》

专业论著：
笔名：静远，代表作：

1. 2014年，参与中国保险行业协会专业能力认证统编教材《人身保险理赔》的编写、出题、授课等工作，全书供稿超过10万字。
2. 2012年，《从人身保险拒赔事由适用与限制评析<保险法>》一文在保监会举办的“新《保险法》实施三周年”征文活动中，从500多篇参赛作品里脱颖而出，获优秀论文奖。
3. 学术专著《保险法评论（第一卷）》，中国法制出版社，2008年5月发表论文：《保险受益权若干法律问题探讨—兼论<保险法>相关条款的检讨与修正》
4. 专著《保险案例汇编》，中国时代经济出版社，2007年9月发表论文：《保险责任竞合时，求偿事项选择权在权利人》；转载论文：《没有原始收据，保险公司可以拒赔》
5. 《上海保险》2006年7月发表论文：《寿险投保人变更相关法律问题的研究》
6. 《上海保险》2004年11－12月连载发表论文：《我国法律背景下，身故保险金受益人解析》
7. 《保险研究》2003年11月发表论文：《没有原始收据 保险公司可以拒赔》