Daniel Ma Email & Phone Number

Doing things differently, challenging norms and delivering outcomes for customers.Key Accountabilities: Identification and delivery of multiple strategic projects across the South East Queensland and Regional networks.Central role leading cross-functional streams of work to support the delivery of complex problem solving and effective solutions throughout all areas of the business.Manage end-to-end delivery of specific customer experience, strategy, and operational… Show more Doing things differently, challenging norms and delivering outcomes for customers.Key Accountabilities: Identification and delivery of multiple strategic projects across the South East Queensland and Regional networks.Central role leading cross-functional streams of work to support the delivery of complex problem solving and effective solutions throughout all areas of the business.Manage end-to-end delivery of specific customer experience, strategy, and operational projects as the key point of contact for both internal and external stakeholders.Reporting on project performance and escalating risks/issues where necessary for all levels of management including the CEO and Transport Minister.Develop relationships with stakeholders across the business in order to understand strategic and operational issues, as well as provide feasible options to be delivered in a dynamic business environment.Analyse and amend various customer standards, working with business owners to ensure our practices keep the customer at the centre of everything we do.Provide insights and input into the various key IT, station infrastructure and on-train programs across Queensland Rail. Show less

Brisbane, Australia

Leading, developing, governing and maintaining the delivery of product value across the Payments product proposition that drives Suncorp toward a richer customer-centric culture and meeting regulatory obligations.Key Responsibilities Include:Contributing to team, business and group priorities and drives priorities with a sense of purpose.Collaborating across and within teams and building strong relationships with customers to match the right solution to each customer’s… Show more Leading, developing, governing and maintaining the delivery of product value across the Payments product proposition that drives Suncorp toward a richer customer-centric culture and meeting regulatory obligations.Key Responsibilities Include:Contributing to team, business and group priorities and drives priorities with a sense of purpose.Collaborating across and within teams and building strong relationships with customers to match the right solution to each customer’s needs – placing the customer at the heart of decisions.Taking accountability to resolve problems and set high personal standards to deliver timely results in a changing environment.Designing and maintaining the Payment Portfolio’s product value framework.Conducting regular product reviews to ensure that deposit product continue to achieve the expected outcomes for customers and meet community expectations.Managing the portfolio’s compliance with External and Internal Audit requirements, Group policies, standards and procedures, as well as complying with industry Banking Code of Practice and legislative requirements across the end to end service delivery. Show less

Brisbane, Australia

Working closely with the sales and operations teams, I ensure the member and process experience is the heartbeat of everything we do. I leverage member insight and best practice with a clear focus on member satisfaction, advocacy, lifetime value and growth, while using analytics to drive education and continuous improvement to improve the member experience.Key Accountability: Voice of the Member, NPS, Member Experience, Data Analytics & Interpretation, Dispute Resolution, Complex Member… Show more Working closely with the sales and operations teams, I ensure the member and process experience is the heartbeat of everything we do. I leverage member insight and best practice with a clear focus on member satisfaction, advocacy, lifetime value and growth, while using analytics to drive education and continuous improvement to improve the member experience.Key Accountability: Voice of the Member, NPS, Member Experience, Data Analytics & Interpretation, Dispute Resolution, Complex Member Issues, Operational Leadership, Process Experience. Show less

Brisbane, Australia

I am responsible for delivering the member experience and behavioral insight to support the delivery of escalated member and process queries, member feedback insight, defect investigations and procedure management.

Using continuous improvement and re-engineering principles to deliver initiatives that contribute toward business strategy, performance management, operational frameworks, reporting and analysis, risk management, process improvement, and business operations across RACQ. Application of Lean Kaizen, DMAIC, and Innovation strategies to drive and deliver customer centric outcomes.Initiative lead for setting the strategic direction, planning, and overall management of… Show more Using continuous improvement and re-engineering principles to deliver initiatives that contribute toward business strategy, performance management, operational frameworks, reporting and analysis, risk management, process improvement, and business operations across RACQ. Application of Lean Kaizen, DMAIC, and Innovation strategies to drive and deliver customer centric outcomes.Initiative lead for setting the strategic direction, planning, and overall management of projects.Key Accountability: Performance Management, Business Strategy, Operational Risk, Financials, Customer Experience, Internal Processes. Show less

Performance ImprovementOperational ExcellenceBusiness Optimization / Cost SavingsProcess DesignInitiative Lead for setting the strategic direction, planning, and overall management of projects.Key Accountability: Performance Management, Business Strategy, Risk, Financial, Customer, Internal Processes.

Performance ImprovementProcess ExcellenceBusiness Process Modelling

Statewide Payroll Establishment DivisionCustomer feedback management

StrategyRisk managementChange managementCommunication Business readiness Project management Business analysis

Whole of Government ICT solutions provider Strategy & Development • Planning & Performance• Business Improvement

Master In Information Technology

Bachelor Of Business, Business/Commerce, General

Diploma In Hospitality Management