Christian Macutay Email & Phone Number

Sydney, New South Wales, Australia

I provide operational readiness expertise, guidance and direction to ensure the operational readinessprogram/projects are achieved on time and to budget, including partnering with key stakeholders whichinclude Program Managers, Technology, Finance, Product and Marketing teams. I track performance ofoperational readiness against defined milestones and report on progress, risks, resolution and escalationof issues through governance channels where needed, as well as develop Risk & Change ImpactAssessments, Delivery/Communications plans for key sponsors and stakeholders, facilitate and leadchange workshops and operational working groups, document and update relevant SOP’s, WorkInstructions and process maps, and design and deliver training content and communications of change. Ialso define and communicate operational readiness capability requirements to the business, incorporating the Change Strategy and Readiness Framework to effectively lead the Change Readiness Team to execute and deliver on key regulatory, process improvement or transformation initiatives across Peppers Mortgage and Asset Finance Operations Teams in Sydney & Manila. In addition, I provide consultancy to senior leaders, delivery teams and various other stakeholders to successfully adapt the approach to change in order to mitigate risk and drive a positive outcome for our business, employees and the customer, review and influence operational readiness and commissioning requirements to ensure risks are effectively mitigated and implement the deployment of standard project management systems, procedures and tools across the organisation, ensuring all employees are prepared and potential impacts and risks are mitigated. Moreover, I manage key partners HR, Compliance, Risk, Training, and technologies to ensure all deliverables are on track and completed within agreed timeframes. Support with the analyses of all operational requirements and liaise with the Technology team.

Australia

12 Shelley St, Sydney Nsw

I created change management strategies to achieve the organisational goals of Amex, whilst also leadingthe customers in the implementation and deployment of systems in operational teams within the Japan,Asia Pacific and Australia (JAPA) region. I developed and implemented plans to manage change, creatinglong- and short-term plans, including leading weekly project implementation briefings with senior leaderswithin the operations teams to manage issues, risks and implement corrective action plans whereappropriate. To add, I delegated tasks on the project to employees best positioned to complete them,even designing and delivering training content and communications of change to ensure all employeeswere prepared and to minimise potential impacts. Furthermore, I made effective decisions when presented with multiple options for how to progress with a project, in partnership with key stakeholders which include Program Managers, Technology, Finance, Product and Marketing teams, whilst also facilitating pilot group/testing workshops between Technologies and Operations to ensure system was performing as designed and conducting call volume analysis and forecasting to determine any impacts on proposed training and implementation timeframes.

12 Shelley St, Sydney Nsw

I managed the accounts and expansion of billings growth and opportunities within the healthcaresegments of the A/NZ Small to Medium Enterprise (SME) Business within American Express and drovenew business leads to the Business Development team, whilst performing KYC/AML requirements on allnew acquisitions. I oversaw and managed the top 100 high networth clients with strong customerrelationships in order to reduce attrition, drive customer satisfaction, increase billings growth and cards in force through strategic plans with key business partners. Additionally, I delivered monthly portfolioperformance updates of the top 100 SME healthcare accounts to senior leadership, drove businessgrowth through the rollout of strategic spend enablement campaigns targeted at new & low performing accounts, performed account reviews and identified further opportunities for their business while driving client satisfaction and loyalty.

60 Union Street, Pyrmot Nsw

I performed research on specific customer complaints, investigating and resolve all incoming complaintsaddressed to Customer Service, Marketing and other Department heads across all lines of the business. Iensured compliance and quality management reviews and liaised with Partnerships and AcquisitionsMarketing teams to improve service levels for outgoing direct mail campaign incentives and offers. I alsoidentified issues, performed root cause analysis and led corrective actions, whilst also partnering withmultiple stakeholders across all lines of business. In addition, I utilised my strong knowledge of products,systems, policies and services to drive positive outcomes for both the business and American Expresscustomers, researched actual spend behaviour against campaign parameters and categorised complaintsaccording to root cause matrix. Moreover, I suggested service and processes improvement solutions,specifically for Memberships Rewards, Partnerships, Acquisitions, Loyalty and Engagement Marketingcomplaints and enquiries and ensured all work was carried out and documented in accordance withrequired standards, methods and procedures.