TM's GM of strategic communications departs

After nearly three years at Telekom Malaysia (TM), Frank Chan, general manager of strategic communications, bids farewell to the national telco, bringing to a close a chapter defined by transformation, resilience, and rapid adaptation.

With a two-decade career covering roles across MNCs, PLCs and GLCs, Chan’s journey through the communications landscape has been nothing short of dynamic.

Chan joined TM mid-2022, focusing on crsis communications, business continuity management, as well as media and content management. Prior to that, he was the AVP of strategic communications and marketing at Axiata for six years. He also had some stints at webe digital, and the ICLIF Leadership and Governance Centre. 

Another highlight of his career was his six years at DiGi as a communications senior, and subsquently the associate principal for corporate responsibility and communications. Prior to a year-long stint at BASF Asia Pacific, Chan was also at Ericsson Malaysia for over seven years. 

Don't miss: Former TM consumer CCO Jasmine Lee joins Oneverse Technology

As he embarks on his next professional chapter, Chan sat down with A+M to reflect on his most defining milestones at TM, the future of crisis communications, and the advice he has for the next generation of comms leaders.

“One key milestone was my eight-month stint covering the role of VP of strategic communications at TM,” Chan said. “That period saw us driving the overall communications narrative behind TM’s transformation from a traditional telco to a human-centred technology company.” That transformation didn’t just involve messaging, it also required operational change.

With experience across both multinational corporations and government-linked companies, Chan noted that TM brought with it a particularly unique balance.

“As a public listed and government-linked company, TM had to manage both commercial and public responsibilities. The most unique part of the experience was navigating communications in a way that showed we were consistently delivering on commitments to shareholders, customers, and the government alike.”

On crisis communications: “Plan for everything”

Chan is no stranger to crisis communications, having been an Axiata Champion for his leadership during a regional merger and pandemic response. At TM, he doubled down on preparedness.

“Crisis comms is probably the most impactful aspect of the job,” he said. “We implemented comprehensive templates for almost every imaginable crisis. Even if a holding statement wasn’t publicly issued, we had one ready for every scenario. That level of readiness is critical in today’s high-stakes environment.”

When TM embarked on its internal shift toward becoming a more tech-centric organisation, Chan’s team was also at the forefront of stakeholder alignment.

For emerging comms leaders, especially in telco and tech, Chan’s advice is to focus relentlessly. “In this day and age, information overload and navigating a complex media landscape is a key challenge for all communicators. When dealing with multiple internal key stakeholders, stay firm on the 'need to know' core messages for your audience."

Next steps after TM

Looking ahead, Chan hopes to continue helping companies cut through the noise with purpose and clarity. “In my next role, I want to leverage my cross-sector experience to help companies position themselves with authenticity. I’m passionate about fostering collaboration and delivering value, not just for the business, but also for the teams I’ll work with.”

Asked about the state of the communications industry in Malaysia, Chan pointed to a critical but often overlooked gap. “Many organisations still struggle to deliver the right messages to the right audiences. Whether it’s cultural nuances, generational divides or digital literacy, these barriers persist," he said.

"The rapid pace of digital transformation has further compounded this, as many organisations recognise the need to adapt (for example to AI), but few fully grasp its potential to reshape business, work, and even daily life," he added. That, he said, is where the future of the industry lies: “Bridging the gap between awareness and actionable adoption.”

Earlier this April, TM's chief commercial officer for consumer, Jasmine Lee Sze Inn, exited the company at the end of April. Lee was first brought in at the end of 2022 to rebuild and turnaround the mobile business for TM, as executive vice president for mobile. Lee has since joined Oneverse Technology (Oneverse) as its new chief business officer (CBO), marking a pivot that reflects both a personal passion and a strategic career move.

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