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As part of our efforts in building an diverse, equitable and inclusive workplace, we celebrate the women in technology who add to value to our vibrant tech culture but most importantly, drive our teams in winning with purpose together.
We sat with Ivy Wong, our Head of Application Management for Asia Market who shares how Liberty has groomed her towards becoming a female leader in technology.
How long have you been with Liberty for and what is your role and your mission?
I joined Liberty in 2017 as a Senior IT Business Analyst in Hong Kong. At that time, the Accident and Health practice for four countries in Asia was newly formed, which gave me many opportunities to work closely with different business stakeholders on strategic projects that brought business value.
This project required us to build a modernised customer service contact centre in Hong Kong, roll out a medical e-claim project in Hong Kong and Thailand, as well as roll out a new and major medical product in Hong Kong. These opportunities enabled me to become Hong Kong IT Product Owner Lead, spearheading project delivery for Hong Kong, which prepared me for a great journey in my Liberty career. I am now celebrating my 6th year with the company (and counting).
Fast forward to today, I am now the Head of Application Management in Asia Market leading the IT project delivery in Hong Kong, Singapore, Thailand and Vietnam. It’s been an enriching and fulfilling journey witnessing a variety of projects from inception to delivery and most importantly, these are products that transform different parts of the insurance value chain making access and processing of insurance better. I hope we can continually achieve the company’s goals and objectives through technology, and win the purpose, together. I am grateful that Liberty paved me an excellent career path!
Tell us more about an interesting project that you have worked on so far and why you find it exciting. How has that helped you in your growth with the company?
Implementing the Tesla Motor Digital project is the most exciting experience and it’s one that I am most proud of! The project started in 2020 with a business problem: to re-engineer and digitalize the end-to-end process of the insurance process from quotation, issuance to renewal online, which benefited not only Tesla customers by giving them a seamless digital journey; it also provided end-to-end automation for Liberty’s Motor Product team to support Tesla’s business growth in Hong Kong.
It was a project that involved great collaboration between our IT and Motor Product teams. On top of that, it taught me the importance of understanding the full works of a business so we can tailor fit a solution that addresses their current pain points and help them achieve their goals. I vividly remember our team sitting with the Tesla team for a session to assess and understand current processes, as well as recommend potential solutions. On top of that, they shared a lot of motor insurance knowledge, which came in very valuable.
How do you think technologies in Liberty are changing legacy systems / disrupting the insurance industry?
The COVID pandemic was a breakthrough moment for Liberty because it catalyzed a worldwide evolution of new working models, challenging us to use technologies to transform the way we access insurance.
In the insurance industry, quite of lot of brokers and agents still provide traditional servicing like sending hardcopies to customers.
The worldwide shutdown of offices and inaccessibility of face-to-face interactions affected customer service, which was reflected through severe delivery delays of policy documents. We addressed this problem through the “New Normal” project, an initiative that drives paperless document submissions and aims for operational efficiency in countries such as Hong Kong and Singapore, to achieve a “New Normal” future of work. We implemented automation in the backend and digitalized different documents to send to brokers, agents, internal staff and customers through digital means such as producer portal. Given that documents were now digitized and made easily accessible, this increased operational efficiency for both our internal staff and brokers, allowing them to serve more customers efficiently within a shorter timeframe.
As a female leader in tech, how does Liberty empower you to succeed in your role?
I appreciate that Liberty embraces DEI (Diversity, Equity, Inclusion). People might have a perception that Technology is a male dominant environment, with men occupying senior roles and making decisions but that is slowly evolving.
Liberty walks the talk. I could see we have a good mix of male and female team members and leaders in Asia Market, even our Global Tech team is spearheaded by a female CIO, Monica Caldas. Female voices are always being heard and being respected in Tech, which gave me the confidence to lead in my role.
It is extremely important to our solution and strategy to be inclusive to everyone. I am also thankful for the opportunity to be an agent of change and I thank Liberty for appointing me as one of the female leaders in tech. I hope my success story inspires many women in tech in and out of the organization. You have an opportunity to be a female leader in IT/Tech scene!
We’re looking to make things better through the technologies of tomorrow. Come join our growing #TechAtLiberty team in Asia!
#wearehiring For #career opportunities based in Singapore, Thailand, Malaysia, Hong Kong and Vietnam, click here
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