Avinash Behl Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• Working with business stakeholders such as Product Owners and Delivery Leads through the Digital delivery process• Adept in Agile Product Development - using relevant frameworks and techniques that facilitate discovery and delivery (e.g. story mapping exercise)• People management and taking end-to-end accountability for all analysis activities on complex initiatives from initiative inception through to delivery• Working within Agile project and service delivery cycles & experience… Show more • Working with business stakeholders such as Product Owners and Delivery Leads through the Digital delivery process• Adept in Agile Product Development - using relevant frameworks and techniques that facilitate discovery and delivery (e.g. story mapping exercise)• People management and taking end-to-end accountability for all analysis activities on complex initiatives from initiative inception through to delivery• Working within Agile project and service delivery cycles & experience in adapting approaches and methodologies to achieve quality & timely solutions for the business• Understanding business problems and working with the Solutions Architects and Technical Leads to design the solution that best meets the customers’ requirements• Optimising delivery by being able to identify and recommend appropriate solutions to complex problems, balancing requirements and technical limitations whilst maintaining the focus on the target outcomes.• Eliciting high level business requirements and translating them into system functionality using, document analysis, requirement workshops, surveys, site visits, business process descriptions, user surveys, competitor analysis, use cases, scenarios, business analysis, task and workflow analysis• Leading Business Analyst community within Digital, hosting regular community of practice, brown bag events Show less

Melbourne, Victoria, Australia

• Partnering with the Business Stakeholders, Product owners, Solution Architects, Solution Design Managers, Business Initiative/Owners and UX specialists to groom items within their backlogs• Proactively working with delivery experts, product owners, subject matter experts and stream leaders to work at least one program increment ahead to prepare work for upcoming program increments of delivery• Liaising regularly with product delivery leads and scrum teams. Providing assistance where… Show more • Partnering with the Business Stakeholders, Product owners, Solution Architects, Solution Design Managers, Business Initiative/Owners and UX specialists to groom items within their backlogs• Proactively working with delivery experts, product owners, subject matter experts and stream leaders to work at least one program increment ahead to prepare work for upcoming program increments of delivery• Liaising regularly with product delivery leads and scrum teams. Providing assistance where necessary to ensure that the desired business outcomes will be realised.• Defining, implementing and evolving standards and working practices so that we can remove waste and improve efficiency and effectiveness of delivery Show less

Melbourne, Australia

• People management and taking end-to-end accountability for all analysis activities on complex initiatives from initiative inception through to delivery• Facilitating discussions with stakeholders to drive the definition of an initiative's objectives & requirements, influencing where appropriate to maximise the realisation of value• Defining how the success of an initiative shall be measured and implement an appropriate monitoring plan• Facilitating agile estimation… Show more • People management and taking end-to-end accountability for all analysis activities on complex initiatives from initiative inception through to delivery• Facilitating discussions with stakeholders to drive the definition of an initiative's objectives & requirements, influencing where appropriate to maximise the realisation of value• Defining how the success of an initiative shall be measured and implement an appropriate monitoring plan• Facilitating agile estimation, prioritisation, and planning workshops (Program Increment Planning), identifying and managing inter-team, inter-train, and other external dependencies• Capturing detailed requirements using acceptance criteria scenarios• Identifying & actively monitor, manage & resolve risks, issues & dependencies• Maintaining high-level over-arching lean documentation for all functionality delivered• Championing quality outcomes by ensuring all key requirement artefacts are peer reviewed and quality is built into the end-product by leading quality ceremonies throughout delivery – story time, kick-offs & product walkthroughs Show less

Docklands

• Understanding true business drivers and work with business stakeholders to shape and define initiatives/projects. • Elucidating detailed business requirements and ensuring end-to-end process integrity is maintained across multiple systems and business processes. • Developing the required artefacts (e.g. Initiative Briefs/Epics, Business Cases, Business Requirements Definition / User Stories) to mobilise projects. • Facilitating discussions between stakeholders to identify… Show more • Understanding true business drivers and work with business stakeholders to shape and define initiatives/projects. • Elucidating detailed business requirements and ensuring end-to-end process integrity is maintained across multiple systems and business processes. • Developing the required artefacts (e.g. Initiative Briefs/Epics, Business Cases, Business Requirements Definition / User Stories) to mobilise projects. • Facilitating discussions between stakeholders to identify functional & non-functional requirements, transcending through from business managers to I.T developers. • Understanding risks in both agile & traditional delivery methodologies and working with Solution Owners, Solution Architects and I.T Delivery to perform appropriate mitigation activities. • Driving solution definition with the IT delivery team to ensure requirements have the appropriate level of detail to enable successful implementation. • Working with Solution Owners, Business Leaders and Portfolio Manager to seek approval of initiatives/projects. • Ensuring the agreed solution is fit-for-purpose for the defined requirements and balances project objectives with longer term business, customer experience and technology strategies. • Taking ownership of Business Analysis activities in large initiatives, providing in-direct leadership of other Business Analysts and ensuring appropriate quality outcomes. Show less

120 Spencer Street Melbourne

• Planning for analytical resolutions/improvements – Working with Manager to develop plans to perform highest priority analysis that is aimed at delivering better overall operations and an improved customer experience• Supporting Implementation – Taking ownership of the delivery from the analysis and after approval, ensuring that the improvement is implemented and sustained• Functional Ownership – Owning the CRM functional outcomes in conjunction with the functional specialist team and… Show more • Planning for analytical resolutions/improvements – Working with Manager to develop plans to perform highest priority analysis that is aimed at delivering better overall operations and an improved customer experience• Supporting Implementation – Taking ownership of the delivery from the analysis and after approval, ensuring that the improvement is implemented and sustained• Functional Ownership – Owning the CRM functional outcomes in conjunction with the functional specialist team and Manager to drive the right outcomes for the best customer experience• Reviewing and managing and end to end analytical and high end specialist support within the SAP system. • Focussing on the analytical and 2nd level specialist support for the CRM end of the system.• Performing both pro-active analysis of daily operational requirements as well as being a point of escalation for all CRM issues that can not be solved within the operational teams performing the tasks• Understanding the customer impacts of work completed within the team and ensuring that a customer focussed approach is taken to completing activities and resolving issues• Working with customer facing areas to deliver on analytical activities• Working with support services such as Business Architecture and Quality to drive improvements and support the daily analytical requirements• Developing knowledge within the CRM area of SAP and understand the inter-dependencies through the end to end delivery to customers• Documenting and working with support areas to document changes and improvements that can be shared with the wider team• Determining ways to disseminate knowledge and share information throughout the team and the wider business • Working with Learning and Development to design training and have it delivered Show less

120 Spencer Street Melbourne

• Preparing daily workloads for staff & coordinating the daily allocation of work• Motivating the team to achieve high standards and KPI targets• Handling new escalations and issues• Dealing with and resolving escalations and issues • Working with business to amend or change processes where gaps are indentified• Mentoring and training staff (as currently AMO and BPO staff has been allocated to the team)• Monitoring & reporting on allocated targets• Arranging &… Show more • Preparing daily workloads for staff & coordinating the daily allocation of work• Motivating the team to achieve high standards and KPI targets• Handling new escalations and issues• Dealing with and resolving escalations and issues • Working with business to amend or change processes where gaps are indentified• Mentoring and training staff (as currently AMO and BPO staff has been allocated to the team)• Monitoring & reporting on allocated targets• Arranging & chairing weekly team meetings, focusing on targets & achievements• Creating a positive working environment• Updating business on the issues and escalations to ensure positive engagement• Ensuring all the Post Project implementation issues and escalations relating to system or processes are resolved in timely manner Show less

333 Collins Street Melbourne

• Over 5 years experience using SAP• SAP CRM Testing using SAP version 5.0.• UAT Test script writing & execution and assisting UAT testers• Defect identification, raising defects & resolving and retesting defects• Provide industry knowledge• Organizing and attending workshops and meetings with both higher management and SME's from various streams• Raising issues or flaws with the system or process • Working on backlog and writing Work Instructions• Establishment… Show more • Over 5 years experience using SAP• SAP CRM Testing using SAP version 5.0.• UAT Test script writing & execution and assisting UAT testers• Defect identification, raising defects & resolving and retesting defects• Provide industry knowledge• Organizing and attending workshops and meetings with both higher management and SME's from various streams• Raising issues or flaws with the system or process • Working on backlog and writing Work Instructions• Establishment of test requirements• Design & execution of system test scripts & scenarios• Test reporting• Liaising with business to provide updates • Ensuring business requirement is met by the new system• Involved in Post Go Live Activities• Testing and Implementing Pre go live Change Requests• Floor walking to assist the users Post Go Live• Raising and testing Post Go Live Change Requests• Use of U perform to capture Work Instructions for training team• Perform the duties for DR (Dress Rehearsal for cutover) for CRM.• Resolving issues raised by business post go live using Sharepoint and being the single point of contact• Writing Work instructions for work packages to be sent offshore for action• Data analysis for the exceptions created and updating process where required Show less

120 Spencer Street Melbourne

• Day to Day servicing of I&C customers gas and electricity accounts and contract enquiries via an email inbox, telephone, fax and mail with end to end process.• Ensuring that customer needs are met and giving them the service experience. Making sure their needs are met and the enquiry is resolved in timely manner • Constantly communicating with Internal stakeholders to get customer's issues, matters and disputes resolved• Participating in regular team meetings to receive and… Show more • Day to Day servicing of I&C customers gas and electricity accounts and contract enquiries via an email inbox, telephone, fax and mail with end to end process.• Ensuring that customer needs are met and giving them the service experience. Making sure their needs are met and the enquiry is resolved in timely manner • Constantly communicating with Internal stakeholders to get customer's issues, matters and disputes resolved• Participating in regular team meetings to receive and announce any processes and procedures updates and get update of Business Show less

120 Spencer Street Melbourne

• Resolving any internal and external disputes and complaints • Ensuring that Ombudsman's and regulatory requirements are met and the enquiry is resolved in timely manner with regular updates to Ombudsman and customer• Taking independent decisions to achieve Win - Win outcome for both customer, Ombudsman and AGL • Keeping the AGL's loss to minimum by root cause analysis of complaints and issues. • Making sure that feedback is passed on to the stakeholders and the processes are… Show more • Resolving any internal and external disputes and complaints • Ensuring that Ombudsman's and regulatory requirements are met and the enquiry is resolved in timely manner with regular updates to Ombudsman and customer• Taking independent decisions to achieve Win - Win outcome for both customer, Ombudsman and AGL • Keeping the AGL's loss to minimum by root cause analysis of complaints and issues. • Making sure that feedback is passed on to the stakeholders and the processes are amended accordingly Show less

120 Spencer Street Melbourne

• Manage and maintain Corporate Multi Site Accounts: Strategic Purchasing, Department of Commerce and Corporate Tails• Managing all the Queensland collectively billed customers• Create and maintain relationship with clients, customers and internal stakeholders• Managing customer's enquiries via mmb email inbox, telephone, fax and mail with end to end process• Helping the Sales team to run offers for the Corporate tail• Involvement in various projects including Re contracting… Show more • Manage and maintain Corporate Multi Site Accounts: Strategic Purchasing, Department of Commerce and Corporate Tails• Managing all the Queensland collectively billed customers• Create and maintain relationship with clients, customers and internal stakeholders• Managing customer's enquiries via mmb email inbox, telephone, fax and mail with end to end process• Helping the Sales team to run offers for the Corporate tail• Involvement in various projects including Re contracting of Start P Customers and helping NMI Exclusion team in their project Show less

120 Spencer Street Melbourne

• Inbound & Outbound Customer Service dealing with both residential and commercial clients• Acquisition and retention sales of AGL energy plans• A part of the initial B2B support team which involved assisting the contact centre in B2B procedures also assisting in completion of backlog of switched on sheets due to electricity gateway been down• Trainee Support, assisted in the trainee group providing support on customer queries and product knowledge also providing feedback to improve… Show more • Inbound & Outbound Customer Service dealing with both residential and commercial clients• Acquisition and retention sales of AGL energy plans• A part of the initial B2B support team which involved assisting the contact centre in B2B procedures also assisting in completion of backlog of switched on sheets due to electricity gateway been down• Trainee Support, assisted in the trainee group providing support on customer queries and product knowledge also providing feedback to improve in efficiency Show less

Bachelors, Business Information Systems

Advanced Diploma, Business Marketing

Bachelors Of Science, Ist Year