Greater Melbourne Area
I’m a business operations and process improvement business analyst in operations and process improvement with over 20 years’ experience helping organisations tranform digitally - bringing clarity, structure, and measurable improvement, cost savings and increase profitability to complex business environments. My career spans global consulting firms such as EY, Accenture and IBM, where I led large-scale transformation and optimisation projects across financial services, government, and technology sectors. I specialise in analysing operations, redesigning processes, and implementing data-driven improvements that enhance efficiency, compliance, and customer experience. Beyond consulting, I took an entrepreneurial leap as a 50% business owner at Mentor, where I digitised, scaled, and successfully exited a financial services business. Through technology-led process improvement and compliance automation, we boosted adviser productivity by 50%, increased business revenue by 20% after year 1 and achieved a successful sale at industry-leading multiples. I thrived in blending operations, process excellence, and data-led transformation by applying analytical thinking, structured problem-solving, and emerging technologies to drive organisational performance. I’m passionate about harnessing data analytics and AI to enable smarter and more efficient operations and I up-skilled in a Graduate Certificate in Business Analytics and SLD - AI BOOST Camp Masterclass. Strengths: • Operations transformation and service improvement • Process design, mapping, and optimisation • Data analytics, insights and Power BI/Tableau visualisation, SQL, Python • Stakeholder engagement, project and change management • Technology-driven compliance and efficiency solutions
• Delivered operational and business support across strategy, planning & performance monitoring, enabling data-driven decision-making to co-design clients-focused solutions, balancing efficiency, compliance. • Led end-to-end improvement program transforming a paper-based financial planning firm into a digital, compliant & scalable organisation, boosting adviser productivity by 50% & increased profitability by 20% after Year 1. • Applied business process management techniques to map current/future-state workflows, remove inefficiencies & automate repetitive tasks through CRM & XPLAN integration. • Leveraged client data to design and implement client segmentation models and KPIs, improving profitability & growth opportunities. • Built weekly performance reporting frameworks to track revenue, productivity & operational efficiency, providing real-time insights into business performance. • Analysed adviser workloads and capacity, identifying peak and lull periods to optimise staffing allocation, workload balance & productivity. • Applied activity-based costing methodologies to align resource allocation & pricing strategies with business costs fluctuations, ensuring profitability and operational sustainability. • Established governance and performance tracking frameworks to embed continuous improvement initiatives to ensure audit readiness & operational resilience. • Delivered process documentation, business cases & change management plans to support capability building and adoption. • Drove data-led decision-making in succession planning by conducting data wrangling & analysis, resulting in successful business sale at industry-leading multiples. Achievements • Digitised 100% of operational workflows; embedded compliance controls across systems & processes. • Improved efficiency & accuracy of client management by >60%, boosting adviser productivity by 50% & increased profitability by 20% after year 1. • Successfully managed & passed the ASIC 10-year Look Back Audit.
NAB Project | Manager • Reviewed and revamped end-to-end request for service (RFS) process to address gaps and streamlined roles and responsibilities to deliver contractual outcomes, including managing stakeholders and multiple project teams. • Established effective and managed working relationships with multiple project teams in large, complex and demanding environment to deliver service request systems. Achievements • Successfully mediated conflicts between cross-functional teams, improving project timelines and stakeholder satisfaction. • Deployed a new RFS system within the agreed timeline and trained over 100 users across geographically distributed teams. • Enhanced operational efficiency and compliance through process standardisation and documentation. BHP Billiton Project | Bid Manager • Optimised the Request for Service (RFS) process, enhancing bid management tools and reporting to improve submission quality and ensure compliance with client timelines. • Led the deployment of a new RFS process and system, successfully delivering the project on time within a tight 3-month deadline, despite competing priorities and a complex business environment. Telstra Procurement Transformation Outsourcing Project | Process Specialist • Improved end-to-end procurement processes by leveraging IBM systems including SAP R/3, SAP Business Warehouse, Lotus Notes, BRIO, and Emptoris, resulting in increased efficiency and cost savings. • Developed and implemented process standards and documentation framework, training offshore teams in Bangalore to ensure consistency and compliance across the procurement process. • Established business controls and governance measures, improving process accountability and reducing risk. PricewaterhouseCoopers US Tax DMS R5.3 Project | Process Lead • Led a development team of 20 consultants to deliver the US Tax Document Management System (DMS) R5.3 on time and within budget utilising Documentum technologies.
Optus Reitz Project, Sydney • Led a team in managing work plans, addressing issues, and handling escalations, ensuring smooth execution of project tasks and timely executive reporting. • Collaborated with the Project Management Office (PMO) to drive intra-team initiatives, enhancing team coordination and project delivery. • Contributed to the development and mapping of business processes, optimising workflows and aligning them with project objectives. Australian Taxation Office (ATO) Project, Canberra • Contributed to the implementation and deployment of the Content Management/Document Management System (CMDM) for Release 2 of the ATO Change Programme, ensuring smooth system integration and deployment. • Streamlined operational policies and procedures for the CMDM system, enhancing efficiency and ensuring alignment with the ATO Change Project objectives.
• Delivered Knowledge Management strategies for Business Advisory Services. • Led governance review for Singapore Island Country Club, driving improvements in their operational effectiveness. • Advised Singapore’s Ministry of Defence on achieving organisational and certification.