Neelan Gopal Email & Phone Number

Melbourne, Victoria, Australia

• Led Data Migration, Test, Cybersecurity, User Acceptance and Privacy Impact Assessments (PIA) streams targeting delivery of a new D365 Case Management System (CMS) in the Service Transformation Program.• Planned and executed migration of historical data from SQL to D365 platforms to meet PROV (Public Records of Victoria) compliance needs.• Collaborated with third party contractor to deliver SIT, Regression and Performance testing through development lifecycle.• Delivered first PIA for VCAT. • Identified stream slippage, instigated mitigation measures with detailed Road to Recovery.• Instigated Test Automation as a resource management measure.• Cultivated successful execution patterns - taking learnings in one area to proliferate another.• Designed and proposed the first Data Strategy and Governance Framework to enable future program needs.

Melbourne, Victoria, Australia

• Work closely with the Secretary, Deputy Secretaries and Department of Premier to deliver a team approach to priorities of elected government, organisation and enterprise programs.• Lead and implement programs to support governance, scheduling and reform initiative line of sight to achieve success and embed benefits.• Delivering successful theories of change through machinery of government – resource restructure or redeployment with renewed operating models aligned to LEAN operating principles.• Manage strategic planning, analyses, and advice to the Board and stakeholders. Identify and mitigate operational threats with innovative strategies, plans and initiatives. • Integrate metrics monitoring, program evaluation and maximise value realisation to support accountability and outcomes to enable decision-making.• Coordinate and collaborate across program teams and shared resources to provide advice and coaching to implement sound approaches within defined Initiative Tolerances.• Supporting Control Board Chair meet comprehensive program health requirements.

Melbourne, Australia

• Leverage Agency policies and frameworks to lead programs, change initiatives and operations through due diligence, compliance management and meeting legislative obligations. • Co-design and implement measures that drive exceptional customer experience and journey.• Undertake research, investigation and analyses to identify and resolve systemic or compliance issues. • Engage and co-create with service delivery stakeholders, contractors and related agencies. • Exemplify value-based leadership skills and behaviours through inclusive, supportive and collaborative environments. • Identify continuous improvement opportunities to achieve quality outcomes and experiences for customers.• Operationalise initiatives to meet Agency’s short, medium and long-term business imperatives including those outside remits.

Australia

• Provided consultation and advice to start-ups to exceed quarterly projected returns.• Adapted technologies, contemporary approaches and systems in service delivery. • Assisted start-ups in creating vision, mission, and objective statements. • Supported small businesses with disaster recovery plans.• Delivered counsel on planning, delivery methodology and reporting mechanisms to support future planning and direction.

Melbourne, Australia

• MS Dynamics 365 for finance, data & security management. Spearheaded phased transition of funding model with stream diversification, structured fee-for-service and membership framework to deliver strong and sustainable financial position. Improved member satisfaction by 60%.• Customer data mapped and logic designed transition of legacy dataverse into D365.• Consolidated metadata insights to drive customer segmentation and long-term journey planning.• Delivered service desk with ticket resolution pathway - $9M first quarter savings, 74% first contact resolution rate (FCR) and 81% customer effort score (CES). • Leveraged research, Artificial Intelligence (AI) insights and business information to streamline customer journey via internal improvements.• Increased revenue by 180% through workflow redesigns, upskilling users and change management activities.• Identified opportunities through feedback loops to champion voice of customer across business functions (Membership, IT, Front Line, Contact Centre, Legal and Assessment groups).

Melbourne, Australia

• Received Service Excellence Award for outstanding work in aligning service provisions to customer experience with internal and external stakeholders. • Advocated for and established multi-channel service environment with phased integration of social media channels.• Led and developed customer centric service catalogue for best resource management practices across geographically dispersed customer service delivery team.• Humanised end to end processes reducing cycle times by 63% in less than 30 days and coordination time by 4 hours per day for 5 teams.• Raised staff engagement levels from 45% to 97% - highest achieved nationally. (80% benchmark). • Elevated Grade of Service (GOS) from 42% to 93% in Q1. Maintained and exceeded for tenure. (85% benchmark).• Redesigned Interactive Voice Response (IVR) and CRM with 38% of customers completing self-service transactions. • Introduced skill-based routing and predictive analytics to meet changing organisational needs. • Implemented Disaster Response Plan with service level agreements (SLA) and categories - post Back Summer Bushfires.• Led Australian Small Business and Family Enterprise Ombudsman collaboration to lodge and resolve a record spike of 350 disputes – post Cyclone Debbie Floods. • Pioneered indigenous, remote, domestic violence and elder abuse outreach program. Recognised by Financial Services Royal Commission. • Centralised guidance resources for benchmarked work standards and delivery times.• Drove Treasury Department customer-centric transformation initiative - merging three agencies and 32,150 members under a new entity, increasing overall market share and community engagement by 150%.

Melbourne, Australia

As Project Lead, I was responsible for delivering strategic engagement of business units particularly in scoping, developing, testing and implementing a scalable new Membership portal. I was also tasked to improve business processes resulting in the optimisation of processes into a 3-business day processing schedule. I was recognised by my peers and colleague for saving 2 FTEs and maintaining compliance, governance, and regulatory requirements, as well as maintaining strong team coherence by holding regular meetings and status updates and reassessing strategies based on recorded outputs and data. My day-to-day functions included developing a strong and secure document destruction policy and retaining an imprint of legacy system cases, providing strategic advice and suggestions to team members in response to internal and external guidelines and best practices. I liaised with stakeholders, practicing strong communications and interpersonal relations to leverage positive working relationships and to positively influence outcomes. Lastly, I incorporated security clearance levels and engineered and outsourced the model for archival; led and managed the returns of 3 FTE savings.

Melbourne, Australia

Realigned workflow and practices to improve dispute resolution by 50%Redesigned training structure to include jurisdictional limits and effects on dispute outcomesIncreased overall team productivity by 63% in tenure

Melbourne, Australia

Mentored and guided new tea members to peak performance Created induction and training material to continually improve workflow and dispute resolutionIntroduced negotiation and mediation elements to dispute resolution - improved resolution rates by 40%Involved in RAP initiative and outreach program for complainants in remote communities

Melbourne, Australia

Involved in receiving, documentation and resolution tier 1 general insurance complaintsCarrying out jurisdictional assessments on disputes

Melbourne, Australia

Receiving complaints with active referrals to service providersInitial jurisdictional assessments prior to merits assessmentsInitiatives to improve efficiency and resolution rate

Melbourne, Victoria, Australia

Reporting directly to the Group Executive Operations was accountable for; managing key client relationships and customer advocacy; having direct operational ownership and responsibility across all assigned programs of work across all states, including operational excellence; total financial accountability for P&L; and employee engagement and development of the teams. Exceeded KPIs for the team and role for 18 months and increased franchisee engagement by 67%.