Christopher D' Silva Email & Phone Number

Sydney, Australia

Responsibilities • Coordinate and deliver timely, high quality technology estimates for cost-benefit approvals by the PMO • Liaise with and actively support Technology Management, Architecture and Project teams, and Subject Matter Experts to deliver estimation capabilities• Develop and maintain templates, tools and collateral required to deliver estimation capabilities • Identify trends and provide insight for process improvements and innovation.Achievements• Delivered a high volume of Technology Estimates ($106M FY17, $80M YTD FY18) all of which gained funding approval due to effective consultation, transparency and negotiation with multiple stakeholders. • Drove a process improvement initiative that reduced estimate turn-around time by 20%. This led to earlier funding approval for projects to proceed without delay. • Developed, implemented and maintained more than 20 standard email templates for the Project Estimation team, saving time as well as ensuring a more consistency and professional approach. • Provided introductory and just-in-time training and ongoing support to five new starters, all of whom quickly became effective and productive team members. • Received internal awards from six project teams for delivering superior customer service.

Sydney, Australia

Responsibilities• Manage the Contract Management System (CMS) for all IT Contracts. • Ensuring all contracts contain the required documentation/signatures, prior to adding to the CMS. • Provide access and training for the CMS.• Mitigating Risk management, by proactively identifying potential contract issues and notifying relevant IT stakeholders.Achievements• Actively contributed to the development of the CMS, delivering a standardised approach to contracts management across the Westpac Group which reduced risk and increased visibility of supplier relationships.• Developed and implemented the ‘Contract Summary Sheet’ tool, thereby ensuring the accuracy of data entry into the CMS (the CMS being the Single Source of Truth).• Developed and implemented reporting enhancements that provided increased visibility of contract expiry dates and enable pro-active contract negotiations.

Sydney, Australia

Responsibilities• Manage the Vendor Management Database for Partnership Services. • Ensuring all contracts contain the required documentation/signatures etc; prior to adding to the Database. • Risk management, by proactively identifying potential contract issues and notifying relevant relationship managers.• Manage the Intranet/SharePoint sites for Partnership Services.Achievements• Assisted in the development and transition of Contract Management System (CMS) that standardised the approach and management of contracts within the Bank Group to reduce contract management risk and to increase visibility across the Bank of supplier relationships.• Streamlined access requests to the Vendor Management Database, achieving a 90% reduction in wait times.• Proactively promoted the existence of the Database, resulting in a 15% increase of contracts added.• Developed and implemented reporting that increased visibility of contract expiry dates and enabling pro-active contract negotiations.

Sydney, Australia

Responsibilities• Management of the Bank’s customer complaints (COLTS) and customer feedback (RBCF) systems, including data integrity management, analysis and reporting of exceptions, maintaining category codes and ensuring issues were resolved effectively. • Provide training, refresher courses, helpdesk support for COLTS and RBCF Users across the Bank.• Provide Business Cases and Submissions for enhancements to Complaint systems.• Assisting with the Scripting, Testing, and Releasing of changes to Complaint SystemsAchievements• Identified customer support redundancy solutions for the NCR team to ensure they were operable when the core customer support systems were unavailable.• Developed and implemented an interactive spreadsheet for Product/Services/Transaction codes on the Intranet, improving accessibility and increasing uptake by stakeholders • Initiated COLTS de-commissioning process.

Sydney, Australia

Responsibilities• Manage escalated complaints (relating to Westpac Business and Consumer Banking, Internet and Telephone Banking, Transaction and Unsecured Lending Operations and International Operations) and apply relevant industry codes and regulations in decision making.• Identified Systemic issues to rectify Service or Product anomalies.• Prevent complaint escalation by coaching and supporting front line staff.Achievements• Building relationships with Product and Service owners, thus resulting in resolving complaints in a efficient and effective manner.• Identified Systemic issues and service or product anomalies, resulting in prevention and reduction of Customer complaints.

Sydney, Australia

Responsibilities• Prevent, detect and investigate fraudulent bank transfers relating to Telephone and Internet Banking.• Prepare ‘Brief of Evidence’ for police• Liaise extensively with External customers eg. Customers, Police and other banks• Create a detailed dossier of fraudulent matter including investigation and result