Lee Kian Meng

Certified Learning and Development professional with global, regional and Singapore public-sector experience across learning strategy, curriculum design, digital learning, workplace learning, train-the-trainer enablement, quality assurance, knowledge management and programme implementation. Experienced in partnering senior stakeholders, vendors, outsourced partners and cross-functional teams to identify capability gaps, build scalable learning solutions and improve workforce performance. Brings strong experience across semiconductor, healthcare/public sector, medical device, technology, contact centre, telecommunications and consumer electronics environments, with a track record in building practical learning interventions that support business transformation, service excellence, onboarding, competency development and quality improvement.

Global Change Learning and Enablement at GlobalFoundries, GFIT (2023-07 – Present)

• Collaborate with stakeholders to define learning strategies based on programme, project and transformation needs.
• Design, develop and deliver digital learning solutions using Cornerstone Learning Management System and Articulate authoring tools.
• Analyse current-state capability and stakeholder needs to improve employee competence, adoption and performance outcomes.
• Capture and measure training effectiveness and adoption after implementation, using feedback to improve learning interventions.
• Partner with internal stakeholders and vendors to design, develop and implement learning solutions for new tools, systems and processes.

Senior Manager (Contract), Training and Development at Ministry of Health, Singapore (2023-02 – 2023-07)

• Led development and facilitation of national programme training for internal and external stakeholders, ensuring curriculum, materials and implementation tools were delivered on time.
• Developed training and trained trainers for the nationwide rollout of Healthier SG to residents in Singapore.
• Managed end-to-end learning and development processes, including needs analysis, programme development, implementation and effectiveness review.
• Identified training and performance gaps and implemented corrective actions to support consistent, reproducible service delivery to members of the public.
• Conducted quality monitoring and delivered upskilling and reskilling interventions covering soft skills, call handling, knowledge and processes.

Training and Quality Manager at Gojek Singapore / GoTo Group, Operations Excellence (2022-04 – 2022-11)

• Led the training and quality team to achieve compliance, service and quality objectives across support operations.
• Directed train-the-trainer certification with outsourced partner trainers, covering curriculum, materials, e-learning courses, assessments and evaluations.
• Designed learning interventions from onboarding through classroom training and nesting to transfer technical knowledge, soft skills and process capability.
• Tracked individual and team performance trends, providing structured feedback, coaching and regular performance reviews.
• Supervised quality improvement activities including process standardisation, root cause analysis, improvement planning and stakeholder recommendations.

Knowledge and Training Manager – APAC at Align Technology, iTero Operations (2020-11 – 2022-04)

• Directed implementation, certification, training, auditing and support for new and existing employee learning and competence across APAC.
• Created and delivered training curricula, e-learning courses and learning tools for customer service teams in a medical device environment.
• Curated the global knowledge base to keep templates, product information, policies, procedures and documentation current and compliant with regulations.
• Directed regional implementation of global L&D initiatives, customised training materials and knowledge articles to meet local operational needs.
• Drove the APAC Quality Assurance Programme through monitoring, targeted coaching, upskilling and process adherence support.

Senior Manager (Contract), TeSA at Infocomm Media Development Authority (2020-06 – 2020-11)

• Led sourcing, development, approval, training grants administration, regular tracking and reporting for Tech Skills Accelerator programmes and projects.
• Worked with multiple companies and stakeholders to support workforce upskilling and reskilling initiatives.
• Ensured governance, progress tracking and timely reporting across programme workstreams.

Global Training and Communication Lead – APAC at JUUL Labs Singapore, Learning & Development (2019-01 – 2020-03)

• Directed APAC train-the-trainer certification with regional contact centre trainers to enable onboarding, classroom training and nesting.
• Developed concise training materials for fast-moving and ambiguous projects with limited reusable source content.
• Trained and certified APAC customer service representatives in outsourced service providers across Malaysia and China, creating savings of 25 FTE at approximately $130,000 annually.
• Drove outsourced representative competence to meet first-30-day targets including CSAT >90%, FCR >90%, QA >85% and service level >95%.
• Partnered closely with cross-regional stakeholders to support APAC expansion and customer experience readiness.

Global Contact Centre Training and Competence Manager – Asia at Sony Mobile Communications International AB (2013-02 – 2019-01)

• Directed implementation, certification, training, auditing and support for new and existing contact centre employees across Asia.
• Developed and assessed technical knowledge, soft skills, e-learning courses and operational processes for global customer service delivery.
• Led global Voice of the Consumer processes, guidelines, training and reporting covering NPS and FCR.
• Managed migration from voice to email surveys, achieving approximately $110,000 annual cost savings.
• Drove the Global Contact Centre Quality Assurance Programme through mystery audits via voice, chat and email, achieving 98% against Sony Mobile Asia QA targets.

Master in Learning and Professional Development – Griffith University

Bachelor in Information Technology – University of Western Sydney

Specialist Diploma in Infocomm Technology – Nanyang Polytechnic

Diploma in Electronics, Computer and Communication Engineering – Singapore Polytechnic