Non Bank Commercial Lender

My remit as Executive Manager Technology and Chief Information Officer at Qudos Bank is to understand, assess and advise the CEO, Board and Executive of digital banking & technological changes in the market ensuring our digital and technology strategies and plans will achieve organisational strategic goals and objectives, thereby contributing to increased financial positioning, customer service and process improvements. Simultaneously, I am responsible for the organisation’s Project Management Office (PMO), Property Services and Facilities Management, which include managing the organisation-wide portfolio of projects, reporting to the Executive Project Steering Committee and the Board Steering Committee (as required). Additionally, I advise and make recommendations on the strategy relating to locations, security, records and facilities management.In this role, I currently lead a team of 25 across three departments combined with 72 technology vendors. I have led teams of up to 65 in conjunction with large vendor teams of equivalent size. Selected Notable Achievements• Awarded Australia’s Best Large Mutual Bank/Customer owned Bank of Year in 2023, 2022 and 2021 as well as the Best Workplace of the Year (Voice Project 2020) was awarded for exceptional employee engagement.• Designed, created, and lead the Digital transformation program of works involving cross-functional teams to modernise and uplift the digital banking services covering the release of a new mobile app including improved customer journeys and user experiences (UX) and implementation of mobile payments (Apple Pay, new payments platform (NPP, Open Banking)). These results have led to the 2022 business strategy to become a full-service digital bank being approved by the board.• Sponsored and established the Robotics Process Automation team, along with our automation centre of excellence. Thus far we have automated 17 processes, with numerous others in development or pipeline.

This role required operating in the context of QSCU seeking to define a transformation roadmap that would enable its management team to better understand and prioritise the program of changes required to move the enterprise to a new operating model better aligned with its strategic objectives.Core aims were replacing the IT infrastructure and systems with a focus on digital banking across mobile, tablet, online and contact centre; integrating enterprise-wide CRM and data analytics to ‘know your customer’; and driving customer segmentation and targeted real-time offers.I was responsible for the leadership and management of the entire program team. Utilising a combined team of 120 people and a multimillion-dollar budget, and working with the Executive Management, board and senior management team in the follow key areas:° RFP and Evaluation: complying with the RFP which included documenting detailed business and technical requirements; vendor selection process including due diligence; business case and board negotiations; contract negotiations including software and service charges/price negotiations, SLAs and delivery outcomes.° Program Delivery: establishment of program governance; formulation of program team/s and resources including recruitment; management of the program delivery; stakeholder management from Board level through to front line staff; management of the program’s regulatory requirements and multiple reviews by APRA; management of program risks and issues in conjunction with CRO and internal audit; set up of change management and communications; monthly board, steering committee updates/ presentations; vendor management including key service provider and 65 third-party integration partners/applications; and transition planning into general operations.