Experience

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  AirSeed Technologies

  • Sydney, New South Wales, Australia

  • Program Manager

    • Nov 2023 - Present
    • Sydney, New South Wales, Australia

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  Westpac Group

  • Sydney, New South Wales, Australia

  • Senior Remediation Project Manager

    • Mar 2021 - Aug 2023
    • Sydney, New South Wales, Australia

    ● Project managed the successful delivery of 10 remediation projects by uniting diverse teams, and stakeholders from across the business, to execute remediation of customers across multiple brands, channels, product areas and individual products. The largest of these remediated over 400,000 customers a total of over $4m. ● Key PM activities include instigating and managing project governance, mandatory deliverable management and sign off; risk and issue management and escalation; estimation of remediation funding and funds management; project financials; ongoing reporting to senior leadership; project close-down activities and the management of continuous improvement activities stemming from post-implementation review and lessons learned.● Support the development of business rules and data analysis to accurately identify the scope of the remediation and the financial impact to the bank; supporting execution of these remediation resulting in payment to customers.● Manage and directly oversee the activities of a team of five of senior BA’s and DA’s ensuring timely and effective delivery within agreed scope and schedule.● Developed strong relationships with key stakeholders across Product, Risk, Compliance, Technology, Legal, and customer-facing areas to identify and develop effective solutions that met Westpac’s obligations and those of community expectations; as well as being feasible and able to implement under tight timeframes, in a high-pressure environment, and often under direct scrutiny of senior leaders.

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  BT

  • Australia
  • Financial Services
  • 700 & Above Employee

  • Remediation Project Manager

    • Jan 2019 - Mar 2021

    ● Project managed the successful delivery of remediation projects, some of which impacted customers in the multiple thousands, across several superannuation and insurance-in-super products. ● Key PM activities included the definition of scope and a realistic project plan for each remediation item; risk and issue management and escalation; estimation and management of project financials; and drafting and reporting to senior leadership.● Managed and directly oversaw the activities a team of 4 individuals with their own business analysis, data analytics, and project management skillsets.● Developed strong relationships with key stakeholders across Product, Risk, IT, Legal, and customer-facing areas in order to identify and develop effective solutions that met Westpac’s obligations and those of community expectations; as well as being feasible and able to implemented under tight timeframes, in a high pressure environment, and often under direct scrutiny of senior leaders.● Developed best practice processes, templates and tools to support the delivery of remediation activities and worked with Rectification Managers and our business Risk teams to roll these out across BT Super.● Managed a wider portfolio of remediation activities across BT Super including sourcing regular updates from a multitude of stakeholders across different areas of the business to ensure comprehensive and transparent reporting for senior leaders.● Developed and implemented a less manually-intensive, and more rigorous weekly reporting process (including definition of appropriate metrics) to enable more effective monitoring of remediation activity across BT Super.

  • Project Manager, Royal Commission Response Team

    • Mar 2018 - Dec 2018

    ● Supported definition of revised regulatory response processes that were fit for the purposes of responding to the Royal Commission (RC) within extremely tight deadlines and under significant scrutiny and oversight from senior leadership.● Defined and implemented a number of continuous improvements to the response processes in an iterative manner as the Response Team proceeded to deliver and therefore refined their ways of working.● Led the delivery of training in these processes to 30+ stakeholders to ensure awareness and compliance and supported them educating and embedding these within their respective teams.● Effectively developed and maintained relationships with a broad range of senior stakeholders across all areas of BT’s business in order to source their input and manage their responses into various deliverables as required.● Ran workshops in order to review response requests, properly understand and identify the requirements, and define necessary timeframes and a realistic plan for delivery of the response.● Worked to identify any points of potential uncertainty / legal clarification and work with SMEs to manage these queries to closure.● Managed daily tracking and monitoring activities with stakeholders to ensure potential issues were flagged and mitigated / resolved.Key Success – Management of Responses to the Royal CommissionI led the delivery of 18 discrete responses to the RC directly supported my colleagues’ management of the remainder, in order to ensure a timely, accurate and effective reply to the RC.

  • Migration BSM

    • May 2017 - Mar 2018

    ● Defined and implemented an appropriate governance framework as well as a number of Quality Management processes across a range of PMO areas to ensure that the programme of work had the capacity to deliver effectively.● Developed appropriate reporting capabilities and metrics underpinning these processes for the benefit of senior management.● Defined and implemented a comprehensive communications approach across a variety of channels to ensure that colleagues across the programme had access to key insights, updates and important news.● Provided operational support to the Programme Manager with various activities as required by the Business in order to enable and support a high performing team.Key Success – Revised Process Framework for Project Quality ManagementI implemented revised Quality Management processes across areas of Risks, Issues, Actions and Dependency (RAID) management, resulting in a reduction of open programme issues by ~70% within four months.

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  Lloyds Banking Group

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Senior Manager - Account Management Unit

    • May 2015 - Apr 2017

  • IT Strategy & Transformation Manager

    • Jun 2013 - May 2015

    As a Manager at Lloyds I worked on several transformation activities across a number of projects, with a special emphasis on process design and implementation. • Integrated the IT departments legacy service catalogue with their new process repository• Worked as part of a team participating in the Group’s General Strategic Review; defining a 5-year strategy for the bank’s IT department. • Supported the definition of a revised organisational design and operating model for IT (“Destination IT”).• Responsible for defining a more customer-centric approach to IT project delivery (“customer journeys”) and planning the project tasked with delivering this revised way of working into BAU. • As part of the Service Provider Readiness project (one of the biggest financial services divestments conducted to date at the time) I supported the delivery of a new service-oriented operating model and embedded new ways of working that were crucial to the success of Lloyds in its new role as a service providerKey Success - Service Provider ReadinessManaged a team of 3 Analysts and Consultants to deliver the ‘Work Order and Chargeback’ process on time, within budget, and received extremely positive feedback from both internal and external stakeholders upon completion. • Conducted detailed requirements gathering workshops with both the client to understand their needs, as well as with our own business in order to define in detail which aspects of existing processes could be adapted, and which needed to be created afresh. • Translated requirements into suitable to-be process and secured sign off from key stakeholders• Developed key deliverables necessary to ensure a successful roll out, including process documentation, templates and user guides• Developed training materials and delivered a structured programme of training content to over 100 colleagues through a series of virtual, classroom-based, and one-on-one sessions

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  Accenture

  • Consultant - IT Strategy and Transformation

    • Apr 2010 - Jun 2013

    As an Analyst and, later, Consultant at Accenture I worked in a number of high-profile public and private sector clients helping deliver IT strategy and IT transformation projects. As is true of most consultancy work, this was a varied role that provided me the opportunities to gain experience in business process definition, design and delivery; training design and delivery; operating model and organisational design implementations, as well as quality control frameworks and the delivery of capability/maturity assessments.• Certified CMMI practitioner with experience of delivering enhanced business processes and capability development in a large and complex client organisation• Assisted in analysis and documentation of as-is capabilities in business processes', people, technology, etc.• Assisted in development and testing of new business processes, capabilities, and, as appropriate, supporting technologies• Developed deployment deliverables (communications, training, advanced tooling for solution delivery etc.)• Performed process design activities (e.g., writing functional designs)• Responsible for Risk, Action, Issue and Dependency management across a portfolio of several complex programmes.• Developed the ‘Level 0 Milestone’ concept from initiation to end deliverable (a new layer of milestone reporting within the client organisation that provided senior management with additional oversight) and worked with senior stakeholders to implement this enhancement to the overall Project Delivery Lifecycle.• Responsible for KPI tracking and reporting against Level 0 – 4 milestones; working with project and programme managers to ensure accurate record keeping, critical path analysis, and status reporting to senior management across a number of portfolios.• Defined, developed and implemented an entirely new reporting deliverable (and associated process) that went on to become an important asset for my client in the accurate reporting of progress at the UK Exec level.

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  UK Home Office

  • Executive Officer - Leadership and Change Directorate

    • Sep 2009 - Apr 2010

    I engaged with various policy units within this government department as an internal consultant to assess the ‘as-is’ state of their activities and develop a ‘to-be’ state that delivered a more effective method of engaging the public in policy-making. I then worked with the policy units to integrate these methods into their existing way of working and followed this up with metric based analysis in order to ascertain the relative success of these changes.During my tenure at The Home Office I also identified a potential “quick win’ opportunity to increase engagement: I developed this into a pilot and delivered a new approach into the department's Direct Comms Unit. Key Success - Direct Comms Unit• Designed a process whereby correspondence received form the public relating to particular topics was collated and shared with policy units on a weekly basis. • Secured buy-in from the relevant senior stakeholders and received permission to deliver this process into 5 policy units.• Following successful completion of this pilot, and with strong positive feedback from the policy units involved, worked with the Direct Comms Unit to transfer this activity into BAU.• Oversaw the rollout of this process across the organisation.

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  1car1

  • Reservations agent

    • Jun 2008 - Mar 2009

    Provided a conscientious, helpful service to all customers and converted expressed interest into revenue through promotion, marketing and sales techniques.

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  Centre for Social Leadership

  • Marketing Intern

    • Mar 2008 - Apr 2008

    Assisted with organising a marketing campaign, events management and fundraising in a small NGO. The role involved developing and making extensive use of networking, communication and teamwork skills to achieve a shared goal.

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  CNN

  • Researcher Intern

    • Feb 2008 - Feb 2008

    CNN's DC Bureau - Researched pending news stories; analysed and collated numerous flows of information into the bureau as I searched for information that might prove pertinent to current or future stories.