Binu Chacko Email & Phone Number

Sydney, Australia

Decommissioning of old CRM and transitioning to New CRM: Led the delivery of multiple Product Features in Digital Banker, a new CRM tool for Banker, which will enable Banker to have conversations with customers compliantly. Responsible for the delivery of various features in the new CRM working in collaboration with business, technology architecture.

Sydney, New South Wales, Australia

ESR/ GSR Remediation program: Operation excellence lead, responsible for developing and driving operations excellence initiatives with vendors and stakeholders both internally and externally to deliver multi-million-dollar remediation program that enabled Westpac to provide an accurate position of customer loan security in Security Register

Sydney, New South Wales, Australia

• National Consumer Credit Protection (NCC) Remediation: Lead Business Analyst responsible to facilitate the completion of review of Potentially Impacted customers and set up processes to stop further non-compliance..
• Delivered solutions both tactical solutions to prevent non-compliance in frontbook. Developed training material and tools for uplift the knowledge of NCC while assessing the purpose of the loan.
• Implemented new processes in collections team to prevent enforcement activities being initiated on impacted customer who are in arrears.

Sydney, New South Wales, Australia

• Service Excellence Team (SET) transformation: Lean Consultant responsible for establishing specialised teams to reduce bankers non-value add administrative work.Accomplishments:
• Delivered a 55% reduction in non-value activities of bankers.
• Created a specialised customer centric onboarding and fulfilment team with clear and standardise processes to enable smooth error free processing of request.

Sydney, Australia

• Led a team of 5 consultants, marketing researcher and data analysts to lead a strategic analysis of current model and propose future state defining short to medium term (6 months – 10 years) strategic agenda and.
• Designed a future state operating model that would encourage customer to higher voluntary compliance and reduce the incidence of non-arranged travel (NATs) by 60% and net industry savings.
• Created the roadmap and governance framework to enhance collaboration across all players across the industry to deliver the identified 36 opportunities.

Sydney, Australia

• Telstra IP Delivery optimization: Telstra’s IP Delivery business unit processes took long lead times (~120 days) to fulfil a customer order, resulting in high dropout rates and poor customer experience. Telstra.
• Reduction of the fulfilment lead time by 25%.
• Reduction in customer drop-out rates by 15%

Sydney, Australia

• Westpac Operations- Card frauds and disputes: The card frauds team experiencing losses due to revenue leakage, low internal productivity and increased customer complaints. Led a team of 2 consultants on a 12-week.
• A total savings of ~AUD 4m/ per year by reducing the card fraud processing cost by 25% and reduced auto-write off by 15%.

Helsinki, Uusimaa, Finland

• Project 1: NOKIA Technologies IT Infrastructure build. (Helsinki – 4 months)Capgemini was commissioned to partner with Nokia post the sale of mobile business to Microsoft to build Nokia’s IT Infrastructure capabilities.
• established operating model to enable teams to quickly identity issues and execute countermeasures.
• delivered reduction in backlog of issues by 150% over a period of 6 weeks post Go-Live Project 2:Capgemini Nordics Business Transformation. (Helsinki; Karkow; Mumbai– 18 months) Reporting to COO of Capgemini Nordics.
• Delivered improved profitability of 13.6% in 2013 and 18% in 2014 for the Business Unit.
• Built internal Lean capability by establishing strong community of change agents to embed continuous improvement culture.
• Delivered Keynote address to 85 Business Leaders from various businesses on LEAN Implementation in service industry in Nordics.

Paris, Île-de-France, France

Group Finance System GFS TransformationThe new group wide financial system (GFS) was set to be rolled out across all business units of Capgemini, replacing the legacy system. The GFS team - 400 FTEs across Paris and Mumbai had huge backlogs and teams' current throughput was not enough to meet the deadline 18 months away. Led a team of 4 consultant to.

Melbourne, Victoria, Australia

Project: SP AusNet Smart metering system implementationCapgemini was commissioned as the Master integrator to deliver SPAusnet’s Smart metering business transformation program. As a Senior BA, worked hand in hand with business, technology, and testing teams to lead business requirements gathering, E2E process mapping, and execute implementation of the.

Buenos Aires Province, Argentina | Mumbai, India | Paris, France

• Project: Capgemini Global Business Transformation Group Lean Office was established in 2009 to lead a global business transformation across all business units of Capgemini. The Group’s vision was to improve.
• Developed Capgemini Lean Foundations (CLF™), a core framework business transformation based on Lean, to embed tangible and sustainable continuous improvement culture across the globe
• Facilitated Lean for Leaders; Lean for Change Agents 5-day Bootcamps and led transformation in different locations globally.Project: Capgemini India Turnaround to revitalise operationsCapgemini Infrastructure Service.
• Defined strategic objectives and scoped the turnaround initiatives with CXOs of India Infrastructure services
• Reduction in penalty from clients by 17% in 3 months post the implementation, owing to reduction in resolution time to solve high priority tickets reduced by 25% from 2 hours to 1.5hrsProject 3: Lean transformation of.

Sydney, Australia

• Responsible to conduct engineering assessment on the integrity of the High Pressure Gas pipeline and the Engineering assessment for laying new pipeline.Accomplishments:
• Conducted ALARP (As Low as reasonably possible) on pipeline to design plan to reduce the risk on the integrity of pipeline
• Facilitated Safety Management Studies ( Risk assessment of the pipeline)

Executive Education - Business Model Innovation In The Digital Age

Business Model Innovation In the Digital Age

Master Of Engineering Management, Engineering Management

Mba, Lean, Six Sigma And Business Improvement