Alan Smith Email & Phone Number

Melbourne, Victoria, Australia

Prime Business Lead for Process Improvement at Beyond Blue for BAU, Strategic and Enterprise processes across IT (ITIL), Service Delivery, Research & Development, Community Engagement and Risk, Finance, Contract and Legal domains.Key Achievements- Established and sustained comprehensive audit, analysis and maintenance methodologies for Beyond Blue Processes- Implemented and maintained value chain to focus Beyond Blue processes on Community Engagement- Developed and implemented Generic subprocess to assist rapid creation and roll-out of new processes and continuous improvement of existing processes- Achieved Initial Program Return On Investment by implementing improvements and progressed Business maturity (evidenced through uplift in Employee Engagement scores) - Design and roll-out of interactive and easy to access on-line Process Repository integrated with MS Sharepoint and Confluence- Design and roll-out of Continuous Improvement Team led approach for Process improvements and implementation to release value of process redesign- Design and roll-out ofTraining material meeting the varied needs of new starters, process "newbies" and expert users- Managed Change and Engagement using a Champions network to uplift team ownership, capability and organisational process maturity- Contributed improvements and redesign of Beyond Blues Critical Incident Management methodology- Major collaborator and content developer for implementation of Quality Management Framework

Melbourne, Victoria, Australia

Key Business lead responsible for transforming financial system and ways of working across Global delivery and support teams. Manage high performing team of Analysts through requirement gathering and test phases using Agile, Waterfall and Lean methodogies. Change Mangement and Training point of contact.Achievements• Delivered hands-on support for Tier 1 Corporates and Government Agencies • Delivered scalable Communications and Change Management Plans – Customer pack (one page), Senior Leadership pack (two page), full Business pack (48 pages)• Developed training content & rollout plan• Facilitated 98 handover sessions (3 x 30-minute sessions weekly) to Global teams during lockdown via MS Teams and Online document libraries to >1500 employees• Financial Manager, 2018/19 – align Capital headcount projections to budget forecast• Achieve Leadership signoffs on 30 Solution Documents – 100% within SLA

Melbourne, Victoria, Australia

Lead responsible for establishing +3000 Billing offers and executing strategy for transparent/low touch move of customer data to new systemAchievements• Delivered Business data migration strategy for 5 million services, 3000 Billing offers, 4 product lines, and +4,500 Corporates to new Billing Platform replacing 3 end of life systems • Business Migration Strategy and Test plans signed off by stakeholders and Information Security teams • Designed and delivered Business Communications and Change Management Plan on time, on budget

Melbourne, Victoria, Australia

•Management of Optus Business (OB) Billing Contract Validation and Governance capability, including strategic resources and operational resources.This capability supports delivery of timely and accurate Billing for key OB Lines of Business and contributes to driving customer experience.•Continued responsibilities for developing and implementing OB Billing Governance and Performance reporting to drive KPI performance and improve Customer Experience. Required extensive stakeholder management of business owners and teams outside of OB Billing (eg, customer service teams) and monthly presentation of results/improvement opportunities to stakeholder forum.

Melbourne, Australia

Responsible for developing and implementing OB Billing Governance and Performance reporting to drive KPI performance and improve Customer Experience.Required extensive stakeholder management of business owners and teams outside of OB Billing (eg, customer service teams).Involved in new Optus Business capability team to own and drive customer experience for Billing.Direct involvement as SME/Senior Business Analyst focusing on Reporting and Control Plan for OB Billing program. This role required a comprehensive and seasoned understanding of the telecommunications industry and business improvement outcomes. Program used Lean Six Sigma methodology to develop and handover to operational teams.Owned and implemented reporting and used SQL data mining of raw and modelled data marts to source data

Melbourne, Victoria, Australia

Develop and lead solutions to improve and sustain data accuracy • Implemented Database of Contracted pricing and governance process to maintain 99% Mobile Billing accuracy, driving fast revenue turn-on, improved cash flow, As-is and to-be Process mapping.• Uplift overall Business Data Quality by 40% KPI exceeded which allowed business to revise baseline of performance levels• Lean Six Sigma Green Belt accreditation (University of NSW via Optus In-house course

Brisbane, Queensland, Australia

Contract Officer, Vendor and Contract ManagementSenior Contract AnalystCustomer onboardingSenior Process Analyst – Performance Analysis, Customer Reporting and onboardingSenior Business Analyst - Customer Performance and Optimisation Billing Delivery Specialist (BDS) - Billing and Commercial Analyst - Disputes Resolution