Rose Bay, New South Wales, Australia
I am a motivated and dedicated manager and use my relationship building skills both externally and internally, with a strong focus on creating positive workplace cultures. Through the development and utilization of my strengths in operations, support, configuration, program, project, test, and release management, I have achieved improvements and efficiencies in work and decision-making processes. My interpersonal skills encourage effective communication and interaction with all members throughout organizations that I have worked in building strong, happy and effective teams, along with a drive for continuous self-development focusing on a good understanding of and the ability to follow and implement ITIL concepts. I have experience which covers both Business and Information Technology functions across the finance, insurance, retail, energy, telecommunication and container terminals sectors. I spent 7 years working for a financial software development organization, Clear2Pay, as the Global IT Operations and Application Support Manager, where I led a team of 35 that acted as a service group for the global and local business ensuring cost effective, timely and accurate operations. For 7.5 years, while working for Finastra, I have been involved with different clients including the EPS (Enterprise Payments Solution) Team within ANZ. The team was tasked with transforming cross border and high value domestic payment processing within the bank. My role as the Client/ Senior PM was to handle both internal (bank), as well as external (Finastra) stakeholder issues, project planning, releases, testing and any other bank or vendor needs. In August 2018 I started as the program manager on the CBA Alliance Project (CCB), coordinating the customer support build out for the project and the coordination between application operations, application validation, the overall change management & release management process for the project, including the third-party Cloud component, which was done as a managed service, a first for any banking client for lending in Australia. The transformation project for CBA’s Loan legacy systems/platforms to a cloud based SaaS solution. Promoted to Director Global Services ANZ/PI in June 2021, overseeing Finastra project implementations, all the account and project managers. Single point of contact for client escalations, internal stakeholders including product, support, and account management. Moved across to the security industry as GM Security Operations at Challenger in March 2023.
Build, roll out and monitor operational service delivery plans to achieve strategic business objectives across Australia. Build strong professional working relationships with employees, contractors, clients, and suppliers. Preparation and contribution to presentations, tenders and bids as required. In conjunction with the Sales department, identify and pursue opportunities for business development of new contracts and the provision of additional services within existing contracts. Build a culture within operations that is consistent with the organization's vision, purpose, values, and strategy, focusing on impact and the achievement of measurable outcomes and accountability, maintaining a strong cohesive team through an integrated approach, utilising and strengthening leadership capabilities and empowering others. Promote understanding, respect, and trust within operations through clear, professional, and timely communication. Continually monitor and re-align the performance of Operations Managers and ensure all managers are effectively trained and are training their reports in operational best practices. Support and be part of the Senior Leadership Team in defining the new strategy and plans for the direction of the Challenger company, both services and security, aligning operational plans and ensuring priorities are set and met. Hold regular meetings with both internal and external stakeholders as required. Facilitate regular meetings with clients and Operations Managers to address specific operational issues.
Services director for the Australia, New Zealand and the Pacific Islands region, overseeing Finastra project implementations, all the account and project managers. Single point of contact for client escalations, internal stakeholders including product, support and account management.
Streams covered were Dev Ops, Release Management, Migration, Testing, Customer Service Delivery, Finance & Contracts, Infrastructure and Cloud space as the Program Manager. Introduced a shared joint delivery approach that connected product, services, operate and the client into a single transparent and regularly refined and prioritised process. Worked very closely with CBA Risk teams to adhere and comply with level 1 and 2 risk, making relevant changes and adjustments where needed. This included, a comprehensive backup strategy, DR testing and compliance as well as SOC reporting for both infrastructure and applications. As this was the first time that Finastra had introduced the concept of a managed service for one of their clients, the AppVal and AppOps teams were started from scratch. I worked very closely with the Head of Managed Services across capability frameworks for both the teams, completed gap analysis, identified training as well as process needs to ensure the skill sets of the teams met the long-term strategic objectives and target operating model for the future. The outcome was a true managed service including infrastructure(private cloud), software, patching(planned and emergency, migration, application releases and support. This provided a scalable and fully integrated Loan/Onboarding and GL solution.
Client Westpac: Brought on board to close out the final stages of the Misys Loan IQ Portal & Loan IQ Upgrade Project. Main role was to keep both the on-site and off shore teams focused on the project deliverables and timelines.
Working for Finastra/D+H/Fundtech, I have been involved with the EPS (Enterprise Payments Solution) Team within ANZ. The team was tasked with transforming cross border and high value domestic payment processing within the bank. A major component of the Cross Border payment domain was the replacement of the current payment engine (PayPlus) in both Australia and New Zealand, with a more advanced vendor product, GPP-SP (SOA based product). My role as the Client/ Senior PM was to handle both internal (bank), as well as external (Finastra/D+H/Fundtech) stakeholder issues, project planning, releases, testing and any other bank or vendor needs. This included the ongoing management of the current PayPlus RTGS, ANZ’s High Value processing engine. Since August 2018 I have been working as a program manager on the CBA Alliance Project(CCB), coordinating the customer support build out for the project (from a GS perspective) and the coordination between application operations, evergreen and the overall change management & release management process for the project, including the third party Cloud component.