Greater Melbourne Area
Over 20+ years of experience in customer experience, process improvement and project management across Insurance. Change catalyst and improving operational effectiveness across organisations. Keeping it simple, doing it right, every time.
- Project Managing new products that are strategically aligned with business. - On-boarding Sales and Customer Operations staff on new products/services. - Stakeholder Mapping. - Change Management. - Active leading one of the critical Digital Transformation Strategy to provide personalised experience to customers. - Plotting customer journey episodes. - Collaborating with IT from requirements to release in an Agile environment.
- Analysis of current operating model to develop the Target Operating Model (TOM). - Gap analysis of current state and target state to determine requirements to implement TOM. - Support and help testing team so that they have a clear understanding of the new ‘To Be’ processes - Support training team with the development of training material. - Facilitated workshops with stakeholders to document the current business and system processes and procedures through ‘As Is’ and ‘To Be’ mapping. - Developed and documented the business requirements as an input into systems design to accommodate for the new fee for service model base for all new business written under investment and superannuation products. - Developed test cases - Supporting of technology testing and development of business readiness plans and management of ‘go-live’ activities. - Managed a review and update of over 100 operations documents that needed to be updated to reflect the new fee model - Support training team with the development of training material to accommodate the two different types of remuneration bases. - Develop and conduct training and change management for impacted Operations areas - Participate in Post Implementation Review (PIR) with business stakeholders.
Key Projects: Feedom Project – to enable a new fee for service model to replace the commission based structure as adviser remuneration for all new business written under AXA’s investment and superannuation products. My role was to identify and document the requirements for our Online New Business platform. Straight Through Processing (STP) – The Straight-through processing project used Agile project methodology to implement an online application to enable advisers to lodge New Business applications for Investments, Super and Pension products. ABS Project – Identified administrator’s process and procedures in Australia that were able to be transferred and processed offshore. I created test requirements to enhance the current workflow manager application (Wizard) and create new reporting for Australian and Indian Operations.