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Our Team

Sidney Yuen
Chairman & CEO

Building on over twenty five years of executive experience in formulating and articulating strategies and improving processes for organizations in Asia. Sidney partners with clients to transform and capitalize on their customers’ experience. As a highly sought management consultant and keynote speaker, Sidney has garnered critical market and analyst acclaim specializing in outsourcing, customer management, process improvement and change management.

Previously Sidney was Managing Director, Greater China at NorthgateArinso, the world’s largest HR outsourcing company and Head of Consulting, Asia Pacific at Convergys Corporation, the world’s largest Contact Centre Outsourcing firm. Prior, he served as a Founding Director to Andersen’s Change Management Practice for Greater China. In his combined consulting experience, Sidney has worked with the majority of Multinational companies. Prior to his consulting career, Sidney was Executive Vice President at Systek Technology, Head of Customer Service at American Express and Training Manager at BAT and the Swire Group.

Sidney is on the editorial board of the International Journal of Customer Management UK, Editor-in Chief of the Best Practice Management Magazine and he also served as Chairman of Institute of Personnel & Development, HKMA’s Quality Award Board of Examiners and HKMA’s Distinguished Salesperson Award.

Sidney serves as an Outsourcing Advisor to the Chinese Government. He is on the Board of the HK Academy of Gifted Education and Shanghai University. He chairs the Asia Pacific Contact Centre Association Leader (APCCAL), International Association of Outsourcing Professionals-HK (IAOP) and China Windmill Foundation – a registered charitable organization.

Stephen Bingle

Steve was a strategic change partner in PricewaterhouseCoopers’ East Asia Consulting Practice, where he held regional responsibility for the banking industry.

Steve has held senior consultancy positions with KPMG and AT&T prior to joining PricewaterhouseCoopers. He has a deep understanding of the banking industry having spent fourteen years with HSBC in their international operations. During this time with HSBC, Steve held management positions in both retail and corporate banking.

As a consultant he has worked with the leadership teams of many of the leading global and regional banks on complex strategic, operational and technology issues involving significant organizational change.

Salman Ali Hyder

Salman has been working with leading institutions to encourage adoption of the 6-Sigma Methodology as a means to guarantee performance and lead to higher productivity and customer satisfaction.

Salman is a graduate of Massachusetts Institutes of Technology (MIT) with degrees in Electrical Engineering & Economics. He has with major corporations including Oracle, Citicorp and most recently the United Overseas Bank Group (UOB) Singapore. At Citibank he was member of the Global Quality Office, NY that rolled out the Citibank Quality initiative worldwide.

Salman has trained and certified dozens of senior officers at MNC's worldwide on Quality tools and techniques and Behavior Change requisites for Quality programs to succeed. He has also consulted for several Business Heads on Performance Challenges and Process Improvement Projects in North & Central America, Europe, Middle-East and Asia Pacific.

Bill Brooks

Bill is a highly experienced leader and change-agent across a variety of industries including Banking & Financial Services, Telecommunications and Hi-tech & Manufacturing. This track record has been gained over many years through conducting business across the globe.

Bill has significant expertise is in five distinct areas:
1. Leadership and change management
2. Sales including Business Development/Distribution Channel expansion
3. Designing and building of large, greenfield operations
4. Effective management of large operations
5. Operational re-engineering and performance improvement

The Smithsonian Computerworld Academic Council confirmed his induction into their Council, as a Laureate Award winner at it’s Annual Awards Ceremony in Washington for the work in the area of Distribution/Customer Contact Operations

Through his cross-cultural and global experiences, as well as a commitment to keeping across emerging technologies, workforce optimisation and contemporary practices, Bill can offer organisations innovative approaches to achieving predictable, sustainable, high-class results.

Bill Jensen

Bill Jensen, best seller author, Simplicity: The New Competitive Advantage in World of More, Better, Faster, has spent the past decade studying business ability to design work. Bill's first book, Simplicity, has been hailed as break-through in the design of communication and understanding, his second book, Work 2.0 being quoted as "the roadmap for effective leadership in the 21st century. His latest book, What is Your Life's Work?, captures the intimate exchanges between parents and kids and caring teammates, all talking about what matters at work and life. He is an information architect with 25 years of experience in communication and change consulting (www.simplerwork.com) Recent clients include Bank of America, Oracle, M&M/Mars, Pfizer, Walt Disney World, Shell chemical, US Navy, the Government of Ontario, Hong Kong Government, Duracell, Swedish Postal Service, Hongkong Post, Hong Kong Trade Development Council, Singapore Institute of Management.

Ralph Stefanelli

Ralph has gained 20 years experience in Management Consulting and Information Technology serving a wide range of industries including telecommunications, broadcasting, banking and construction. Much of his experience has been in leading large projects and he is especially proficient in start-up situations.

Ralph’s consulting background includes time spent with Arthur Andersen and james martin + co. where he led clients in Business Process Management and Business Continuity Planning. He has done work for Wharf Cable Television and PCCW in Hong Kong and was instrumental in defining the technology vision for Cyberport. He founded his own consulting firm providing project management, technology and business development services.

Ralph holds a Master of Science in Business Administration from Temple University in Computer and Information Sciences.

Sylvain Gauthier

Sylvain Gauthier works with HBC Limited in the delivery of project management training for its clients. He has attained his Project Management for Professionals (PMP®) qualification since 1998. He has extensive experience in business planning, cost management and the implementation of project management office for large corporations. For the past 15 years, he has worked with project teams with telecom service providers, equipment manufacturers, technology firms, TV broadcasting and e-business in Canada, US, Europe and Asia.

Francis Hung

Francis Hung works with HBC Limited in the delivery of project management training for its clients. Francis has over 30 years of experience in project management and product and program development. He has been successful in delivering innovative products for Nortel for over 16 years.  As an expatriate to China in 1995, Francis Hung has been one of the pioneers in setting up the first research & development lab for Nortel China establishing the first ISO-9001 design center in China.  His experience includes Hi-rel aerospace design, silicon ASIC development management, telecom switch program manager, and China Mobile network management project manager, China Unicom CDMA HLR program manager. In 2000, he was V.P. of engineering for public listed company in Hong Kong, managing many new product development in China.

Chris Tan

Chris is a highly experienced leader in integrating research and T&D to provide high-quality evidence-based consultation to clients globally, include The World Bank and governments of Hong Kong, China, NY, UK and Vietnam.

Chris has significant expertise in four distinct areas: Life transformation through 21st century skills, Business and educational research, T&D theories and practices and Knowledge Management.

Graduated from Cornell University (MEng) and University of South Australia (DBA), Chris is also a part-time lecturer at The Chinese University of Hong Kong, DBA supervisor and examiner for Australian Universities. Chris has published a number of books and applied research papers internationally.


Chan have been involved in the Customer Relations Management (CRM) and Contact Centre industry for more than 25 years. He started his career as a CRM Consultant and had been involved in many successful CRM implementations in Malaysia before he became a Project Manager with the role of managing and implementing Avaya solutions in the country.

In 2006, Chan spearheaded a new contact centre providing outsourcing services and had successfully brought the company to its peak by being a major award winning outsourcing player and one of the fastest growing contact centre company in Malaysia.

Chan’s experience and contributions to the industry have accorded him with the designation of Executive Director for CCAM (CRM & Contact Centre Association Malaysia) in 2008, tasked to promote CRM and Contact Centre excellence in Malaysia; driving the industry by improving the quality of contact centre services. To date, he is still actively involved in CCAM on similar note, with significantly defined activities over the region.

At personal level, he was awarded the 2013 Industry Champion of Malaysia by the Contact Centre World. He is also an invited judge of both domestic and overseas Contact Centre Award in the region (including Indonesia, Hong Kong, Singapore and China).

Being the industry’s evangelist, he is presently a Guest Professor in four (4) Universities in China specifically on the topic of Service Outsourcing:
Beijing Technology and Business University (2016)
Guangzhou Railway Polytechnic (2017)
Tianjin Dianda Open University of China (2018)
Guangxi International Business Vocational College (2018)

Additionally, a Career Advisor for China Overseas Graduate in Malaysia, under the China Embassy in Malaysia (2018)

James Lu

James has over 37 years of international financial and general management experience, mostly in multi-national corporations spanning across six countries and carrying global and Asian regional responsibilities.

He started as a Banker with Citibank and then worked for Dow Chemical Pacific, twice for Swire Group, first in Shipping and Aviation and then in their retirement fund management joint venture company with Hongkong Bank, Union Carbide Asia, Wang Computers USA, and Hong Kong Tourist Association. He joined Hong Kong Hotels Association in 1996 and serves as their Executive Director.

James has been an Associate Member of Hong Kong Society and Accountants since 1975 and he also holds the designation of CPA (Australia). He graduated with a Bachelor of Commerce Degree in Accountancy and Business Administration in Singapore and holds Certificates in Finance and Marketing from University of Pennsylvania, Wharton School of Finance. James is an Adjunct Associate Professor at the Chinese University of Hong Kong, School of Hotel & Tourism Management and served as Guest Lecturer at the Hotel School of Cornell University. He also serves on the Hong Kong Polytechnic University Council as a Council Member and members of both their Estate and Finance Committees.

James is highly respected in China in the field of tourism and hospitality, having served as Guest Lecturer for three consecutive years in the eighties for China National Tourism Administration. He is also a regular speaker in China and Asia Pacific at Forums and Conferences in tourism and hospitality related areas.

Bill Galvin

Bill Galvin has worked in the logistics / supply chain management sector since 1977, initially as a graduate trainee with Unilever in the UK. After a period in retail logistics management, in 1982 he joined Deloitte in London as a management consultant and has practiced in that field ever since.

Having worked in Asia since 1991, Bill joined PWC Consulting to manage a complex logistics implementation project for CLP Power, and change management of shipping support activities for Maersk Line.

He established his own company, Asia Logistics Limited in 1995. Since then he has served a wide range of clients including Hutchison Whampoa (retailing, industrial and ports divisions), Jardine Matheson (various engagements), Hongkong Electric, the Hong Kong SAR government, Calvin Klein, Sears Roebuck and Philip Morris.

Bill is a Fellow of the Institute of Management Consultants (UK) and a Fellow of the Chartered Institute of Logistics & Transport (UK and Hong Kong).

Les Hales

Les is the Managing Director of CIO Connect Hong Kong , an independent London based firm that delivers a powerful combination of peer networking services and leadership development to make CIOs and their teams more successful. He is also a founder member and current President of the Hong Kong Knowledge Management Society

Les is an experienced Community of Practice facilitator and IT Management professional. In over thirty years in IT, he has worked in IT research with Gartner in the Executive Program practice, DHL as Asia Pacific IT Director, and Unisys as Director of Customer Services. In his time in Hong Kong, he has contributed comments and articles on IT and KM to the Asian Wall Street Journal, Newsweek, South China Morning Post, HK Standard, Knowledge Management Asia, Hewlett Packard's IT Journal, and ComputerWorld.

Les is a graduate of Cambridge University in the UK and has been based in Hong Kong since 1984.

Irving Yee-yin Koo, SBS, OBE, JP

Irving Koo is Founder and Managing Director of Trion Pacific Limited, a Hong Kong-based consultancy specializing in marketing and communications solutions. He was formerly a Director of Jardine Pacific Limited with specific responsibility for the group’s trading and distribution activities (JOS. IKEA, etc.) and later its travel services portfolio and more recently Group Marketing & Corporate Relations Director of CLP Holdings. He was Chairman of the British Chamber of Commerce in Hong Kong from 1998 to 2000 and is currently an Executive Committee member of the Hong Kong Management Association.

In community services, his main interest is in education with a succession of senior government appointments, including chairmanship of the Quality Education Fund (1998 – 2003). He is currently Chairman of the Hong Kong Examination and Assessment Authority and a member of the University Grants Committee and the Education Commission. He is also a member of the Board of Governors of the Hong Kong Arts Centre.

Irving Koo is a graduate of the Chinese University of Hong Kong, with a BA (Chinese Language and Literature) and a MBA degree.

Joel Laykin

Joel has over four decades of experience and knowledge in all aspects of the communications arts. With twenty-two years in the United States and almost a quarter of a century in Asia, he possesses a wealth of expertise in the disciplines of advertising, public relations, marketing and production.

An active member of American Chamber of Commerce in Hong Kong since 1980, Joel was the founding Chairman of Communications / Marketing Committee and the on-going "Business Briefing" program, providing essential information for companies making market entry into Greater China. He currently serves as the committee's Executive Vice Chair in addition to chairing its "Policies and Issues" subcommittee.

Joel is on the executive committee of the "Rule of Law in China Forum" and numerous civic, charitable, cultural, sports and community organizations. He also serves on the Board of Directors of the "California Association in HK" as Director of Communications, serves as Secretary General for the "Independent Power Producers Forum" (IPPF) and is a member of the "Council of Public Relations Firms (HK)".

Steve DeKrey

Prof. DeKrey is currently Associate Dean and Director of MBA/MSc Programs at the Hong Kong University of Science and Technology, and is Founding Director of the Kellogg-HKUST Executive MBA Program and Adjunct Professor in Management.

From 1989-1995, Prof. DeKrey was Director of MBA Programs at the University of Florida. Prior to that, he was Assistant Dean and Director of Admissions and Financial Aid at the Kellogg School of Management at Northwestern University and Assistant Professor from 1983-1989. Prof. DeKrey also served as consultant to Sasin Graduate Institute of Business Administration at the Chulalongkorn University in Thailand from 1984-1989.

Prof. DeKrey is active in the Hong Kong community having served as President of the Kowloon Rotary Club, current Director of Rotary Club of Hong Kong and on the Board member of the American Chamber of Commerce and Junior Achievement Hong Kong.

Prof. DeKrey holds a Ph.D. degree from the University of Iowa in School Psychology and an MBA degree from Northwestern's Kellogg School.

Kenneth Lai

Kenneth Lai is a visionary in fashion and retailing industry in Hong Kong and China. He was a pioneer in advocating and practicing Total Quality Management, now a buzz word in the field of retailing and business. By nurturing a culture of "legendary service" at Theme; founded in Hong Kong in 1986 and was listed on the Stock Exchange of HK in 1994. From the first store to a global chain comprised of over 200 outlets in Asia, Europe and North America, the phenonmenal growth of Theme was built on a verticaly integrated corporate structure and advanced management system and supply chain.