Highly experienced Process Consultant and Project Manager with expertise in Lean Six Sigma, change management, and customer experience improvement. Proven success in leading end-to-end business transformations, implementing customer-centric solutions, and driving organizational change. Skilled in managing global projects, optimizing workflows, and delivering significant cost savings while enhancing operational efficiency. Known for proactive problem-solving, cross-functional collaboration, and strong leadership across diverse teams.
Hi, I’m
Chi Hang Roy Tang
Markham,ON
Summary
Overview
9
years of professional experience
1
Certification
Work History
TD Bank
Process Engineering Manager
06.2022 - 05.2024
Job overview
- Led lean process optimization initiatives across multiple value streams, reducing cycle time by 30% and improving customer satisfaction
- Implemented 10+ Power Automate workflows for risk management teams, achieving over $1M in combined benefits and enhancing service quality
- Spearheaded a centralized, employee-centric FTE and Headcount reporting process, reducing data discrepancies and saving 5800+ hours annually.
- Fostered a culture of continuous improvement by encouraging team members to share ideas, experiment with new approaches, and learn from both successes and failures.
Arrow Electronics
HR Quality and Services Enablement Manager
12.2018 - 09.2021
Job overview
- Led global change management initiatives to enhance HR services, improving process efficiency and customer experience across APAC
- Managed ServiceNow implementation, optimizing HR case management and improving global response times and customer satisfaction metrics
- Conducted a time and motion study to streamline recruiter interview scheduling, resulting in significant time savings and improved employee experience.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
AXA Hong Kong and Macau
Project Manager (Life Projects)
07.2018 - 12.2018
Job overview
- Led life product project teams, ensuring delivery of customer-focused solutions within agreed timelines and budgets
- Facilitated change management initiatives, aligning product development with customer needs and enhancing project outcomes
- Communicated project updates to stakeholders at all levels, ensuring transparency and alignment with customer expectations.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
HSBC
Process Consultant
11.2015 - 07.2018
Job overview
- Spearheaded customer experience improvements using Lean Six Sigma, achieving $3.6M in cost avoidance through process optimization
- Managed global initiatives to improve card origination and servicing processes, enhancing customer journeys and reducing operational costs
- Led digital transformation efforts in back-office operations, driving efficiencies and improving customer satisfaction.
- Presented regular updates on project status and progress towards KPI targets, maintaining transparency among stakeholders through clear and concise communication.
Education
University of Warwick
Lean Six Sigma Green Belt Certification
01.2017
University Overview
HKUSPACE/SixSigma Institute Ltd
Executive Diploma, Six Sigma Black Belt
01.2009
University Overview
University of Toronto
Bachelor of Commerce (Comm. & Finance)
01.2005
University Overview
Skills
- Change Management
- Customer Experience Improvement
- Process Efficiency
- Lean Six Sigma
- Project Leadership
- Workflow Automation
- Cross-Functional Collaboration
- Root Cause Analysis
- Stakeholder Communication
- Process flow analysis
- Value Stream Mapping
Certification
- Certified Lean Six Sigma Green Belt, University of Warwick, 2017
- Six Sigma Black Belt, University of Hong Kong, 2009
- Project Management Professional (PMP), Since 2011
Languages
English
Native or Bilingual
Mandarin
Native or Bilingual
Cantonese
Native or Bilingual
Timeline
Process Engineering Manager
TD Bank
06.2022 - 05.2024
HR Quality and Services Enablement Manager
Arrow Electronics
12.2018 - 09.2021
Project Manager (Life Projects)
AXA Hong Kong and Macau
07.2018 - 12.2018
Process Consultant
HSBC
11.2015 - 07.2018
University of Warwick
Lean Six Sigma Green Belt Certification
HKUSPACE/SixSigma Institute Ltd
Executive Diploma, Six Sigma Black Belt
University of Toronto
Bachelor of Commerce (Comm. & Finance)
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