Change Analyst - BSP Compass Program

• Mar 2022 - Present

Operational Business Change Analyst

• May 2020 - Aug 2021

Focus on delivering strategic priorities while achieving the desired business objectives and financial targets. Cultivate strong stakeholder relationships while steering business partnering activities to ensure business and project deliverables are met. Change Champion in large scale transformation projects conducting impact assessments, driving engagement, facilitating training, and managing resistance. Oversee the entire project lifecycle, including analysis, solution design, reviewing request for proposal (RFP), benefits realisation, testing and go-to-live-events. Prepare and submit monthly scheme reporting to both APN and RBA with 100% accuracyKey Achievements: • Played a key role in the successfully implementation of the Cherwell ITSM tool across the business• Played a key role in migrating the current CC VoIP system to a different platform with no disruption to existing clients • Played a key role in the delivery of a new client focussed NPP Mistaken Payment solution by undertaking analysis, solution design, impact assessments, and more• Successfully held vendors accountable to deliverables by utilising meetings to measure progress and ensure outputs met business needs• Reduced operational risk exposure for clients by reworking billing processes, which subsequently increased accuracy on Indue’s billables and allowed for improved forecasting Show less

Service Improvement Analyst

• Dec 2015 - May 2020

Evaluate data and provide key insights to enable stakeholders to make better, more informed decisions around card programs and vendor performance. Assess impact of change initiatives, develop technical and non-technical solutions, and manage their end-to-end implementation. Coordinated both scheduled and unscheduled maintenance with vendors, partners, and clients with minimal impact on SLA targets. Develop and maintain strong working relationships with external vendors, ensuring delivered solutions meet business needs and agreed requirements. System Manager for Contact Centre’s VoIP phone system, providing end-to-end management of any issues or required system changesKey Achievements:• Created a financial modelling template which reduced the AHT of vendor contract calculations by 50%-60% while minimising the ambiguity around the financial calculations• Developed a card solution pricing model that enabled Indue to accurately demonstrate and explain the impacts of supplier pricing changes on client billables• Developed and supported a Customer Ticketing System for our Contact Centre utilising the existing ITSM system, avoiding further capital expenditure on a dedicated system while allowing us to improve customer experience and expand our client reporting capabilities• Took on responsibility of System Manager for company’s ITSM system and successfully supported the system through numerous business changes• Successfully coordinated all scheduled and unscheduled system maintenance, avoiding any service downtimes for clients with 24/7 operations Show less

Graduate Officer – Contact Centre

• Aug 2015 - Dec 2015