Jacob Chacko Email & Phone Number

Melbourne, Vic, Au

Simplify. Standardise. Automate.Customer Service Innovation (CSI) Tribe empower their people and trust them to be curious about improving customer experiences.We do this by:- Providing tactical and strategic solutions - Improving workflow capabilities - Managing sound governance frameworks- Providing process governance, engineering and process improvement- Including document and knowledge, management, digitalisation, generation, and storage- Delivering robotic and AI tech Specifically, most of my work is with the 'Automation Factory' team within Customer Service Innovation. Automation Factory's mission is to discover and implement automation opportunities that can be built using Robotic Process Automation (RPA) and End User Development Tool (EUDT) applications. Our customers are primarily Customer Service Operations (CSO) and Retail Distribution teams. Teams that I work with also include:Process Factory- Together we work to discover what is important to our customers, track how we achieve that through our processes then uncover opportunities that remove waste and inefficiencies.

Melbourne, Victoria, Australia

Developing the high-level strategic direction of the ANZ Retail DivisionInvolved and working on the ‘How We Serve Customers between Retail and Commercial (HWSC)’ Project, Strategic Road Map for 2030, and a classified project within the business. A key deliverable, that I work on and provided major contributions to, went up to a senior stakeholder inside that bank who saw huge value in the work and wanted to bring it into some of the major projects he was was working on. Worked on a confidential project, influencing the future on one of the banks key businesses.- Leveraged AI to conduct external research on other banks and like business services. &- Analysed internal contract data to deliver powerful insights for strategy decisions on the business’ future direction.Presenting work back to the wider team with feedback like, “Nice playback Jacob! Very clear and confidently presented. Well done”, “Good job, that was well received and got people thinking”, and “We’ll done on the presentation! Really interesting work and insights”.Worked with the Retail Transformation Council with the goal of clear and aligned picture of around the future state of the business, to then help guide and align and sequence the work required to get there.Focused on: Strategic Direction and TransformationRequired: High level of adaptability.Others- Received the opportunity to join a monthly Leadership Connect group of sessions, joining Shane Elliott (the CEO of ANZ) and 250 key senior leaders within the bank. Included updates and lessons around strategy, finance, divisional updates and looking at what is ahead, leadership development, and AI.

Major Projects:- Problem-solved and develop a Customer Dashboard (including Highest Value Customers, i.e. HVCs), creating a way to easily pull insights and have the most up-to-date information. Such that one person only needs to spend 2-5mins once a month for the whole team to have access to what could take someone a whole week to do. What does this Customer Dashboard include and what does this mean for team value?* Outline of the full set of customers each banker has as well as for the whole business.* All this attached with key information such as income to bank, total business lending, total home lending, total deposits. * Top 10 Highest Value Customers by income to the bank for each banker's set as well as for the SBB Broker business as a whole.AND- Created a HVC Framework (Including a HVC Workshop/Coaching Session Structure and Implementation)What does this do?* Snapshot of where the banker relationships are at with each of these HVCs.* Workshop the direction of what the key next steps may be.* All with the focus and goal of ensuring retention/maximum retention of these highest-value customers. Small Side Projects:- Created an automated way for (senior time-poor) bankers to pull their monthly balance sheet data. This simple automation was delivered, motivating regular use and streamlining the benefits of these regular sessions- Joined in on interviews for potential new candidates- Joined in on and ran monthly balance sheet coaching sessions- Helped organising a Mid-Year Strategy day, which included: Myself interviewing a senior leader, having in a Clifton Strength facilitator, and had a market panel including two (2) brokers, a leader from an aggregator (AFG), and an internal ANZ Initiatives Lead who works on developing and bring to market all the new SBB (Small Business Banking) products and the changes/enhancements to existing products. - Participating in a comprehensive day with back office assessment and operations teams.

We create curated playlists that authentically draw on the beautiful value of unique ethnic sounds from around the world. These unique ethnic sounds are then expressed in the chill hip hop landscape, for example, lofi. We do this to, create, amplify, and bring together the best of both worlds. 🎶At the moment we are stopped in the destination of South Asia, to hear the beautiful sounds it has to offer. Who knows where we might travel to next! ✈️In doing all this, we are building platforms and communities that 1) bring real value for listeners and fans and 2) can truly support these talented artists all around the world. 👥

Responsible For• Overseeing all projects (6 Team Leaders, 18 Consultants, 24 Team Members in All)• Facilitating the professional development of consultants• Ensuring appropriate support is given to teams and quality outputs are delivered• Building a positive and supportive culture• Interviewing potential candidates for consultant and Team Leader positions• Working with fellow executives in the client acquisition processBeyond Role Description• Driving innovation by building organisational and role specific platforms and processes, to streamline workflows and executive team transitions/onboarding, for both now and into the future.• Judging an exciting case competition involving presentations and Q&A sessions. Social Enterprise: LifeStreamClient Projects Overseeing• Client: Birth for Humankind. Project: Strategic Organisational Restructure Pilot Forecasting and Success Metric Development.• Client: Sudd Foundation. Project: Grants Strategy.• Client: Musicians Making A Difference (MMAD). Project: Formalised Social Media Strategy Development

Responsible For• Overseeing the consulting process of my team and the strategic direction of the project• Ensuring all deliverables are completed as scheduled• Managing all relations and communications with my clients (liaising with clients)• Providing regular updates on the progress of my projects to Executives2H 2021 Project• Developing a marketing strategy for an early-stage social organisationDevelopment Opportunities• Getting paired up with an amazing mentor from Accenture who is committed to answering questions and concerns, and providing feedback and insights• Receiving leadership, project management and consulting training from the likes of Nous Group and Boston Consulting Group (BCG)

Business & Financial Responsibilities• Budgeting, business planning and managing business finances using Xero,• Including, transaction reconciliation, reporting, invoicing - learning practical skills of business operations• Expansion through bolting on service contracts with agencies; ever-growing client demand• I have built strong relationships with my clients - proving interpersonal skillsServices• Providing disability support and aged care, including, getting clients active, social and emotional support, transport, and more• Most importantly, improving quality of life and helping clients achieve their goals

• Becoming a fellow, and there by becoming apart of the incredible startup ecosystem in Australian and New Zealand for life.• Being invested in heavily through knowledge and relationship sharing, through a structured program, propelled by a highly-trusted mentor-driven community, and backed by the best angels, venture funds and tech startups in the region.

• Within my 8-week internship with ANZ, I was able to develop a strategy piece around Highest Value Customers (HVCs) with inspiration and support from newfound mentors. This gave me the opportunity to run sessions with all the bankers in my team, to workshop ideas and options, and develop next steps• Joined as a management trainee, and receiving exposure to the Australian Retail and Commercial division through the structured program• I received opportunities for personal and professional growth, as well as leadership development, and received practical experiences with a high-quality training, mentorship and coaching overlay

• Researched and analysed Qantas Airways Limited and wrote a concise 10-page research report, making a recommendation to buy, sell, or hold the stock• Received training and mentorship for equity research - paired with both an industry and academic mentor for the duration of the program, training sessions are held by various investment professionals from the CFA community• Based on our report, we were invited as finalists to deliver a 10-minute virtual presentation followed with a 10-minute Q&A in front of a panel of investment professional judges and audience

This experience enabled me to learn lifelong skills in:• Sales,• Negotiation, and• Dispute resolutionI now have a foundation of great communication skills which I continue to develop further.

• Continued to advance my skill sets, roles and responsibilities within the company• Experienced backend operations

• Developing my customer service skills• Trained and advanced to dealing with refunds and exchanging of damaged products

Bachelor Of Business (Economics & Finance)

Continued, on studies in the fields of Economics and Finance, and developed some relevant technical skills along the way. Undertaken.

Bachelor Of Business (Entrepreneurship)

Studied entrepreneurship for one and a half years and used the opportunity to learn about both entrepreneurship and intrapreneurship.

Victorian Certificate Of Education (Vce), Accounting, Business Management, Mathematics, Visual Communication, English