Risk in Focus: Robert Luu | Director of Customer Success at Galvanize Singapore
How did you get your job?
I started as an Implementation Consultant for a software company providing advisory and consulting services and implementation of risk analytics for our customer base. My background involves data analytics and business analyst responsibilities, and when I found my current company (Galvanize, previously known as ACL) this is where I was introduced to the Governance Risk and Compliance (GRC) space. Providing guidance and solving risk management problems for customers using a technology platform has been most rewarding as it aligns innovation with real-world business problems spanning across many different industries. I’ve been with the organization now for just under nine years and I now lead the Solutions Consulting, Advisory, and Customer Success team for Asia.
What’s a typical day like as a Director of Customer Success?
Every day is slightly different, which I quite enjoy. As the Director of Customer Success, I am driving the strategic direction of rolling out our solutions across the various markets in Asia. With my team spread across the different sub-regions, we primarily work with risk, audit, and IT compliance professionals to establish an integrated solution platform that drives intelligent assurance to the entire organisation leveraging real-time data spread around the company and publicly.
What do you enjoy most about your job?
The fact every challenge is somewhat unique to the customer we’re dealing with. Even though they may come from the same industry, there are different regulations based on their country, just as there are different business relationships and ownerships dependent on the investment of the organisation, and also dependent on the global interactions they may have with 3rd parties which encompasses different risk factors – all of which requires a vast amount of data, both quantitative and qualitative, to be included in the integrated risk management practice.
What are the challenges?
Understanding the different nuances of country-specific rules and the way each of them operates or does business with one another. While there are international standards for performing risk management activities, each organisation will always like to incorporate their own activities and vision which makes it difficult to share the same experience as another organisation in their same field. This challenge also allows us to adapt to the demands of the market when enhancing our software platform to provide a solution that’s configurable to all.
What would you say to others thinking about taking the Digital Certificate?
Whether you’re directly in risk management practice or not, it is a great program to immerse yourself in to grasp the foundational knowledge that touches on a variety of topics of today, and the technological advancement of the future.
What have you been able to put into practice in your job as a result of what you have learnt?
I’ve managed to create a framework of sharing knowledge across
our company that breaks down the specific categories that applies to different departments. The four main effects that impacts the business vs. those that Impacts the Government, has allowed me to focus the key elements of change and open up the conversations to forward-looking opportunities.
To become a solutions consultant, one must learn how to bridge the gap between technology capabilities and business needs and identify the overlapping synergy while illuminating the business benefits in alignment to the audience. Depending on the originating strengths, professionals should be self-aware of the other side of the coin and take on the challenges and seek guidance often.
As a business-focused professional, take an interest in data science and understand the foundational workings of a technology solution. Whether it be data analytics, applied data insights, machine learning/AI, or something as configurable as business reporting or business intelligence applications.
As a technology specialist (regardless of which field), take an interest to business requirements and understand the underlying reason for technology requests and what impact it has on the organisation should it succeed. Overall, having the ability to understand how technology operates with the business and how reliant an organisation is on data insights, the skill of continuous learning of applications will only increase your stock value and become more valuable to the organisation you are with (or intend to move to).