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John Tan support. For her corporate secretariat company’s strategic human resource Overview
portfolio, Veronica was recognised with policies and procedures.
Chief Information Officer the Asian Company Secretary 2013 Award Strategy
John is responsible for charting the for Singapore by Corporate Governance Hoi San has been credited for building a
strategic directions and providing Asia. In 2014, the Legal team won the strong groundwork in StarHub’s human Performance
leadership in the development and International Legal Alliance Gold Award resource division prior to the company’s
deployment of information systems (IS), for the Best Asian & South Pacific Legal official launch in April 2000. She had Governance
supported by IT systems and processes. Department. Veronica is listed as one of reviewed and put in place the necessary
He leads the IS Division and oversees the Legal 500’s Corporate Counsel 100. manpower, compensation and benefits, as Financials
the day-to-day operations in planning well as internal communication strategies,
and management, system architecture Veronica graduated with an honours policies and procedures to support the
design and governance, development degree from the National University of company’s rapid expansion. She also
and implementation, support and Singapore. Prior to joining StarHub, she played an integral part in the merger
maintenance of IT infrastructure, spent six years in practice with Rajah and of StarHub and SCV by aligning and
applications and services, to deliver Tann LLP. integrating the various business functions
efficient business support for StarHub. and resources, human resource policies
Diana Lee and procedures.
A veteran with over 25 years in the
IT industry and education, John Senior Vice President, Customer Service Hoi San holds a Master of Human
was recognised for his excellent Diana heads the Customer Service team Resource Management from Rutgers
contributions and was awarded The and is responsible for all customer University, USA and a Bachelor of
Public Administration Medal (Silver) support activities including the 24-hour Arts degree from Scripps College, The
in 2007 National Day Awards. In 2012, call centre, customer service centres Claremont Group for Colleges in the USA.
John became a Fellow Member of the and online self-help service. Under her She has a graduate diploma in Personnel
Singapore Computer Society, an esteemed leadership, StarHub’s customer service Management and is also an Accredited
title bestowed in recognition of his practices and standards have won wide Myers-Briggs Type Indicator Assessor as
contributions to IT and the Society. recognition at the Annual Call Centre well as a Certified Evaluator of the Thomas
Awards by the Call Centre Council (DISC) Personal Profile System.
John holds a Master Degree in Computing of Singapore.
Science from the National University of Tim Goodchild
Singapore, a Master Degree in Business Diana was instrumental in integrating the
Administration and a Bachelor Degree of two customer service teams and systems Senior Vice President,
Engineering (Honours) from the University into one following the merger of StarHub Government & Strategic Affairs
of Newcastle Upon Tyne. and SCV in 2002. Today, the single virtual Tim and his team are responsible for
call centre provides enhanced customer managing relationship with the regulators,
Veronica Lai experience and convenience through and for providing regulatory support to
a single hotline number and common StarHub’s lines of business.
General Counsel & Company Secretary technology. To ensure a high level of
As the General Counsel and Company service to customers, she also initiated Tim joined StarHub in 2004, and has
Secretary for the StarHub Group, Veronica several key projects in the area of process more than 20 years experience in
advises the Group on all legal aspects efficiencies, staff motivation and customer telecommunications regulatory issues.
of operations, strategy and compliance experience in StarHub. His working career has included
matters. During her career with StarHub time with Telecom New Zealand, the
she oversaw the legal aspects of the Prior to her role in heading the Customer Telecommunications Authority of
merger of StarHub and Singapore Cable Service team, Diana was the Senior Singapore (now the Infocommunication
Vision in 2002, StarHub’s successful Manager of Human Resource in SCV. Authority Development of Singapore),
IPO in 2004 and the establishment of Millicom International Cellular; and
StarHub’s $1 billion MTN Programme. Diana has a Graduate Diploma in Financial Equant Singapore. His career has given
Management from Singapore Institute him exposure to regulatory regimes
Under her leadership, the StarHub Legal of Management and is a Customer throughout the Asia-Pacific region.
team was recognised with various awards, Operations Performance Centre (COPC)
including the Best Deal for Singapore for Certified Six Sigma High Performance Tim holds an honours degree in
their role in the StarHub IPO by Asia Legal Management Techniques Specialist. Economics from Victoria University.
Business. Veronica received the 2007
AsiaLaw Singapore In-house Counsel Chan Hoi San
Award by Asia Law and Practice, and was
named by ALB as one of the Top 25 in- Senior Vice President, Human Resource
house counsels in Asia in 2010. In 2013, Hoi San is responsible for the overall
the StarHub team won the International direction of all human resource services
Law Office’s prestigious Global Counsel in the company. She is also responsible
Award 2013 and Asia Pacific Counsel for formulating, developing and ensuring
Award 2013, for their work in regulatory the consistent implementation of the
StarHub Ltd | Annual Report 2014 35
