Janice Lai

   

EXCO Member

Group Director (Customer Relations)Central Provident Fund Board 

Janice has more than 20 years of experience in the public sector.  She has been involved in policy formulation and research, administration of various CPF schemes, implementation of Budget Surplus Sharing projects for the Government, and Customer Service Excellence and Transformation.

In her current role, she leads a team of over 300 officers delivering, transforming and digitising frontline service at its Service Centres and Contact Centres.  As the Quality Service Manager of CPF Board, she is also responsible for driving Service Excellence Culture within the organisation.  She oversees the benchmarking and research unit and the building of service competencies under the organisation’s School of Services.  

Prior to her current role, she was the Head of Contact Centre where she led in service design and innovations that improved service levels and enhanced the quality of call and correspondence services to CPF customers.