Experience

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  Rabobank Wholesale Europe & Africa

  • London, England, United Kingdom

  • Continuous Improvement Lead

    • Dec 2023 - Present
    • London, England, United Kingdom

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  Bip UK | Bip US (formerly Chaucer)

  • London, England, United Kingdom

  • Management Consultant

    • May 2022 - Nov 2023
    • London, England, United Kingdom

    I represented Bip in a senior client facing role and trusted to create value by eliciting business requirements, managing relationships (C-suite, product owners etc) and managing competing deliverables in complex and highly regulated markets, such as life sciences and FMCG. Key achievements (to date): ✔ Received official recognition from the client (Sponsor and project managers) for my leadership and contributions to the project; invited to revisit and review their implementation. ✔ Created data driven insights (operational and strategic KPIs) in a data poor environment, by creating and delivering the surveys, logic, dashboards (Power BI) and reporting mechanisms.✔ Improved internal work standards by introducing my IP (process frameworks etc) to the consulting practice at Bip.

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  Rabobank Australia

  • Sydney, New South Wales, Australia

  • Business Analyst; Vulnerable Clients

    • Nov 2021 - Apr 2022
    • Sydney, New South Wales, Australia

    I lead Rabobank through industry changes in the vulnerable clients space, creating clarity for stakeholders and value for clients, by translating complex regulatory requirements into effective and compliant solutions. My key achievements were: ✔ Simplified the project by combining four deliverables into one visual solution, enabling teams to collaborate cohesively. ✔ Enabled senior fact-based decision making on solutions to 'transaction abuse' by analysing data and distilling it into actionable insights. ✔ Improved Business Analysis standards and outcomes across the Enterprise Project Management Office, by sharing and coaching colleagues to use my leading practice tools and materials.

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  Latitude Financial Services

  • Melbourne, Victoria, Australia

  • Process Improvement Specialist

    • Nov 2020 - Nov 2021
    • Melbourne, Victoria, Australia

    I worked at Latitude to improve financial outcomes for customers and the business, by supporting the successful implementation of its new Experian PowerCurve Collections system. My key achievements to date are: ✔Financial Hardship: Enabled reduced application waiting time for customers and FTE requirement for Latitude, by designing automated hardship application assessment and approval. ✔Vulnerability: Improved customer safety and experience, by designing a 'vulnerability framework'. This enables Latitude to provide tailored support for customers' unique requirements.✔System implementation: Enabled targeted development for process improvement on the new platform, by facilitating clear understanding of current state processes, key pain points and creating solutions to fix them.

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  Alinta Energy

  • Australia
  • Utilities
  • 700 & Above Employee

  • Manager; Vulnerable Customers

    • May 2020 - Oct 2020

    My mission was to improve the safety and quality of service for customers experiencing vulnerability, including financial hardship, domestic violence, life support, and utility relief grant schemes (URGS), for the east coast of Australia. My key achievements were: ✔Financial Hardship: Ensured the protection of customers, by managing the creation and implementation of strategic and tactical, jurisdiction specific solutions, over multiple systems, teams and compliance frameworks. ✔Domestic Violence: Improved Customers safety and business outcomes by managing risk identification sessions with industry experts and stakeholders. I coached my team to design out the risks and inefficiencies in our processes. ✔All areas: Improved outcomes for customers and quality of service delivery, by challenging (then supporting) my team to design, proof test and implement end-to-end quality assurance and reconciliation reporting. This solution is currently being adopted across other business units.

  • Continuous Improvement Specialist

    • Jan 2018 - May 2020

    Alinta Energy aspires to be the best energy provider in Australia. I contribute to this vision by managing and delivering concurrent improvement projects across the business, resulting in best in class, customer-focused solutions. My key achievements were:✔ Selected to assist Alinta Energy's transition onto its new CRM, by implementing and facilitating Scrum methodology and leading mapping and design sessions, for best in class operations.✔ Occupier accounts: Resolved >$1 million (of bad and doubtful) debt, from non-paying customers, in four months, by creating and operationalising a ‘Case Management Team’ (and supporting processes).✔ Customer sign up: Increased Customer NPS by 23%, marketing correspondence uptake by 185% and e-billing uptake by 42%, by creating and operationalising optimised call scripts with agents.✔ Return mail: Reduced processing of non-value-add mail by 50% (~33k items a year) and increased customer contact rate (to correct their address information) by 154%, by creating and operationalising a new process.

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  Bupa Australia & New Zealand

  • Melbourne, Australia

  • Senior Lean Consultant

    • Nov 2016 - Jan 2018
    • Melbourne, Australia

    Bupa wanted its customers to have the best experience by providing great service and value-add conversations with staff. To achieve this, it needed a new CRM. Through my role in providing strategic insights, facilitating optimum process design and aiding implementation I enabled them to fully leverage their new technology.My key achievements were:✔ Pre-implementation: Enabled value driven backlog-prioritisation, by encouraging senior stakeholders to embrace fact-based decision making. I achieved this by presenting the insights I derived via Business Intelligence, on data I had gathered for this task. ✔ Mid-implementation: Enhanced Customer experience, enabled insight-driven conversations and removed waste, by facilitating and guiding SMEs to create optimum processes for customers and agents, using lean principles.✔ Post-implementation: Enabled targeted improvement and factual benefit realisation, by visualising the performance metrics of the pilot; I base-lined Bupa’s existing system and the new solution and used BI to provide insights on how to meet the project’s targets.

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  Manningham City Council

  • Manningham, Australia

  • Continuous Improvement Facilitator

    • Feb 2016 - Nov 2016
    • Manningham, Australia

    Manningham City Council aimed to transform into a lean organisation and enhance its residents experience; I supported this by fostering a continuous improvement culture, championing lean behaviours, setting up the continuous improvement framework and improved several key processes. My key achievements were:✔ Asset Management: Improved quality, introduced standards and reduced risk with the management of the city’s engineering assets (worth >$1 million) by facilitating the creation and implementation of the ‘Stock Management Process’.✔ Sports club grants: Highlighted previously unknown key issues to senior stakeholders, (in a process worth >$1 million PA) by introducing Value Stream Mapping to Manningham (using my own resources); this led to me facilitating the optimisation of the process.✔ Continuous Improvement Framework: Enabled and drove continuous improvement for all staff, by creating and operationalising the CI framework for the Council. Additionally, I created and delivered lean training for all teams, including senior management.✔ Was invited to present Value Stream Mapping at the VIC state Council’s forum; as a result, I received requests for advice (from other Council’s CI teams) on how to start and manage a lean transformation.

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  Rise Network

  • Western Australia, Australia

  • Business Improvement Manager

    • Jan 2015 - Feb 2016
    • Western Australia, Australia

    Rise Network enables people to live normal and happy lives by helping them access the services they need. I contributed to this by preparing Rise for the deployment of the National Disability Insurance Scheme.My key achievements were:✔ Contributed to the corporate strategy and received exposure with senior leadership, by being selected for the ‘Emerging Leaders Group’.✔ Improved standards: Improved compliance, process adherence and the quality of Rise's core processes and procedures. I achieved this by managing a company wide audit, facilitated the improvements, determined KPIs with key stakeholders and standardised the outputs in a central document that management now use as a training reference. ✔ Restructuring: Facilitated the successful restructure of the ‘People with Disability’ division, by providing the CEO and her reports with targeted insights and global metadata. I achieved this by learning how to use Power BI for the task and introducing it to the business.✔ Physical to digital money: De-risked and enabled digital auditing for monetary transactions between Rise and its clients. I achieved this by project managing Rise’s transition from physical money to card-based transactions.

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  Surrey County Council

  • United Kingdom
  • Government Administration
  • 700 & Above Employee

  • Business Improvement Lead

    • Jun 2011 - Apr 2014

    Surrey County Council wanted to become a lean organisation, in this pioneering role, I contributed to the plan by applying lean principles to critical problems and facilitating the creation of sustainable solutions.My key achievements were:✔ Deliver improvements: Delivered tangible outcomes, ranging from savings (~£1.3 million in Social care) to efficiency gains of (>50% in Fire services), by facilitating Rapid Improvement Event across the Council.✔ CI Culture: Enabled Continuous Improvement culture, by training over 400 staff. Additionally, I set up and coached teams in visual management throughout the organisation.✔ Administration: Improved quality and introduced standards within the Lean Team by creating our reference material; e.g. touch-driven interactive facilitation guides, presentation material and project overview documentation.

  • Intranet Administrator

    • Sep 2010 - Jun 2011

    Secondment to improve page content quality and optimize search engine performance of Surrey's Intranet.Key achievements:✔ Redesigned information architecture of the Intranet (I ran user experience workshops to co-design the revised layout).✔ Optimised search engine (Semaphore) using ranked pages and concept mapping.✔ Consulted with stakeholders to explain future state and how they could contribute to improvement.

  • Helpdesk Support (Finance and Procurement)

    • Oct 2009 - Sep 2010

    My responsibility was to ensure customers (the Public and Council Officers) received a first class point of contact and problem resolution via the Helpdesk.My role was to:✔ Place, track and reconcile customer orders, on SAP, SRM and Worldpay.✔ Investigate issues, solve and share solutions with the team, to enable continuous improvement.✔ Troubleshoot technical queries, training for staff and remote desktop assistance.