Gill Townsend Email & Phone Number

New South Wales, Australia

New South Wales, Australia

Sydney, New South Wales, Australia

UnderwriteMe is a global InsureTech founded in 2012 who disrupted the Insurance market to transform the life insurance industry through technology.I lead a team of 4-6 including Business and Implementation Analysts, Project Managers, and Solution Architect, located in Sydney and Singapore; I have functional leadership of the APAC team of 12-14.Further developing on my previous role, I was promoted and took on accountability for the outcomes of the Customer Success – Asia-Pacific team (Onboarding, Professional Services, Operations).- Strategic leadership within APAC Leadership Team, reporting directly to the Head of Asia-Pacific, driving performance management, coaching, and career development planning.- Facilitated engaging team workshops, offsite sessions, and quarterly retrospectives to foster collaboration and continuous improvement.- Established APAC PMO, crafting processes, governance structures, reporting mechanisms, and frameworks for operational excellence.- Led organisational process enhancements, cross-functional optimisations, and Agile team restructuring initiatives tailored for the Asia-Pacific region.- Orchestrated successful execution of all regional projects as the APAC Program Management lead, serving as a key liaison to Head Office in the UK.- Standardised tool usage, developed comprehensive product roadmaps, and provided strategic insights as Steering Committee Chair for projects involving C-Suite and VP stakeholders.

Sydney, New South Wales, Australia

• Learning leader with a growth mindset approach to leadership, coaching, mentoring, performance reviews and development planning.• Built strong and trusted relationships across the business and UnderwriteMe’s parent (Pacific Life Re).• Built team of high performers who care about each other and what they do.• Created and nurtured a culture of belonging, collaboration, trust and working together to achieve common goals.• Improved organisational and operational processes to enable successful delivery of projects and professional services to achieve our clients’ goals for the Asia-Pacific region.• Implemented and managed APACs ongoing processes around OKRs (definition, review, reporting).• Used multiple data sources to make data-driven decisions. E.g. Health Metrics, Jira issues.• Leveraged global resources to meet business and client needs and maintain consistency across processes.• Provided accurate forecasts for Client Success team revenue (professional services, implementation fees).• Lead team to successfully deliver projects, SaaS updates, professional services, and pre-sales activities.• Kept the regional teams in focus as part of global decisions.• Worked closely with BDMs to deliver sales pitches and completed RFIs, RFPs and technical assessments. • Defined and implemented Career Pathways Framework for Project Managers and Business Analysts.• Regular travel to Singapore to maintain relationships with my team, organise and participate in team offsites.• Monitored, measured, and maintained UnderwriteMe’s No. 1 position in Automated Underwriting Systems since joining, utilising a continuous feedback framework for tracking client satisfaction.• Successfully assisted with the management of a multi-million dollar organisation.

Sydney, Australia

I joined UnderwriteMe in Sydney when they were nearing implementation of their first client in Australia. Processes were not defined, and we were operating as a true fast scale start up.• Deputy Director, Business Operations (now Client Success), defined and implemented ANZ operational processes including service reviews, invoicing, and reporting.• Defined and implemented project management framework, principles, templates, processes, and tools for ANZ whilst influencing and maintaining critical alignment with Singapore and UK Head Office.• Mentored Singapore team in project management and operational processes.• Planning and delivery of Underwriting Engine implementation projects in Australia and New Zealand (Zurich, Integrity, Cigna) plus multiple internal development projects utilising Agile framework.• Project management for the Claims Engine development project (ScrumMaster and Project Manager), joint venture with Pacific Life Re with C-Suite stakeholders.• Delivered all ANZ projects on time, to budget and to a high-quality standard.

On maternity leave

Sydney, Australia

SAI Global (re)engaged me as a Program Manager to translate the objectives of their Product Services management team into tangible project deliverables. Subsequently, I orchestrated the setup of the program of work, outlining resourcing needs and aligning them with the allocated budget and timeframe.• Facilitated workshops with the Project Sponsor and Business Owners to define Goals, Benefits and Outcomes.• Identified and recruited resourcing requirements (internal and external).• Defined and implemented a Program Organisation Structure and governance framework.• Quickly identified and implemented 5 Quick Wins to ease pain points.• Implemented a Service Delivery Model that included operational processes, metrics and governance with well-defined robust policies and procedures to effectively manage risk.

Sydney, Australia

Orchestrated a central program for global testing and deployment of Microsoft Office 365 ProPlus and Internet Explorer 11 for ~15,000 staff at Macquarie Group.- Led all aspects of project management including scope, schedule, resource allocation, financial oversight, risk mitigation, and issue resolution.- Successfully designed and implemented IE11 service, overseeing ~1,500 deployments to Account Teams for testing before transitioning responsibility to another project manager.- Spearheaded the design and implementation of Office 365 ProPlus, completing the project and initiating global deployments, totaling ~2,500.- Notably skilled in project management methodologies, software project management, program management, risk management, problem-solving, MS Project, vendor management, and fostering teamwork.

Sydney, Australia

SAI Global entrusted me to upgrade their Settlement Manager and Conveyancing Manager products, introduce their new Property Portal, implement a Conveyancing Directory, and seamlessly integrate these systems in preparation for integration with PEXA (Property Exchange Australia).• Conducted an initial project status review to assess progress and identify necessary actions.• Established and enforced structure and governance for a project that was off-course.• Managed program delivery for key projects aligning with SAI Global’s 2014-2016 Strategies.• Developed Go-To-Market Strategies, Release Strategies, Functional Strategies, and Pilot/Beta Testing plans for launching the Property Portal.• Led a diverse team of business analysts, subject matter experts, and technology teams (analysts, developers, testers), totalling over 20 members, to develop the technology solution and prepare for public launch.• Oversaw Change Management tasks, including Communications Planning and Delivery, and stakeholder management, ensuring smooth transitions and buy-in throughout the organisation.http://www.linkedin.com/company/sai-global-property

Sydney Area, Australia

Led and successfully delivered two concurrent projects:1st Point HR Evolution Project:• Updated and created new Customer, Operational, and Management reports, along with live dashboards, enhancing decision-making capabilities.• Implemented a formal competency framework and Continuous Improvement processes, optimising employee performance and organisational effectiveness.• Launched a comprehensive marketing campaign to clarify the company's identity, services, and accessibility, including CEO Road Shows, brochures, email signatures, posters, intranet banners, news articles, and stickers.• Introduced the 1st Point HR Telephony Advice Service across Thales Australia & New Zealand, providing streamlined access to HR support.Contingent Labour Project:• Designed, developed, and implemented policies and solutions within business operations to address and resolve concerns highlighted in an internal audit report regarding contingent labour engagement.• Established a standard online approval process for all resourcing needs (Professional and Contingent) utilising Taleo, enhancing efficiency and compliance.• Managed the RFP and vendor selection process, ensuring alignment with organisational objectives and requirements.• Identified and realised cost savings for the business by optimising the contingent labour workforce.

Sydney, Australia

Sydney, Australia

Project managed several concurrent projects:1. CITRIX XENAPP V6.5 UPGRADE2. GREENTRAC UPGRADE3. ONEHOUSING IMPLEMENTATION (ASSET & TENANCY MANAGEMENT SYSTEM)4. FINANCEONE UPGRADE (V11.06 – V11.09)

Sydney, Australia

1. Call Centre Set-Up and System Implementation• Successfully delivered MetLife's highest priority project within a tight timeframe of 12 weeks.• Established a new internal Call Centre with a capacity of 120 seats, enhancing operational capabilities.• Implemented a comprehensive call centre platform (Rapport Teleworker) with 7 campaigns, including inbound, outbound, and QA for prominent brands such as Suncorp, AAMI, GIO, and MILLIE, along with operational and compliance reporting.• Coordinated the establishment of a new legal subsidiary in collaboration with MetLife's Principle Council and legal team, involving US and international/regional boards.• Executed a seamless business transformation with the Head of People & Culture (HR), facilitating the transition of staff from the incumbent outsourced Call Centre company to new employee contracts under MetLife.• Managed the fit-out of Level 11, 2 Park Street, Sydney, including infrastructure, PABX, kitchen facilities, brand design, and recreational areas, within budget and aligned with business requirements.• Effectively managed vendor relationships to ensure project success and alignment with organisational objectives.2. E-Application Onboarding• Led project management and accountability for delivering eToolkit components, particularly eApply, concurrently for institutional clients such as MTAA Super, REI Super, Child Care Super, and HESTA, directly and indirectly via their fund administrators.• Strengthened partnerships and continued collaboration with institutional clients, as evidenced by media announcements and press releases.3. Fraudulent Claims Investigation• Led an investigation into a significant spike in claims for one of MetLife's super funds, collaborating with actuaries to identify trends and patterns among claimants.• Collaborated closely with the reinsurer in a concerted effort to mitigate fraudulent claims and uphold the integrity of MetLife's insurance offerings.

Sydney, Australia

IT SERVICES TRANSITION TO WIPROWorked on an initiative by INGA (now OnePath) to implement an onshore / offshore delivery model for IT application development, testing and support services for the systems being transitioned to external provider, Wipro. The aim of the program was to achieve cost efficiencies, better manage intellectual property and provide INGA with the ability to rapidly adjust Human Resources requirements for projects requiring it.• Spearheaded the implementation of an onshore/offshore delivery model for IT application development, testing, and support services in collaboration with INGA (now OnePath) and external provider Wipro, aiming for cost efficiencies and enhanced management of intellectual property.• Managed a diverse project team, including Program Director, senior IT managers, and Heads of various departments, across 11 critical ING systems undergoing transition to Wipro, ensuring effective communication and coordination.• Monitored and managed interdependencies between multiple workstreams, including Infrastructure, IRM, Legal & Commercial, Readiness, Transition, HR, Change Management, and Communication, to ensure seamless execution of the initiative.• Ensured compliance with Information Risk Management (IRM) requirements, both locally and offshore, maintaining high standards of security and risk management throughout the project lifecycle.• Provided proactive support to the Program Director in identifying, managing, and resolving issues and risks, while establishing and maintaining document management and quality management processes and plans to uphold project integrity and deliverables.

Sydney, Australia

NB: This was my first role back in Australia after 6 years in Ireland and the UK.AAS is one of Australia's largest superannuation and pension administration specialists. Their administration system is aaspire, an in-house state of the art integrated administration system. # Analysed business rules for numerous industry funds for aaspire configuration requirements, 3 million+ members# Highlighted and queried gaps or inconsistencies in the business rules# Ensured aaspire was configured to cater for both current rules and for historic purposes# Wrote formulas to calculate: fees, premiums, sums insured, letter triggers and billing using aaspire inbuilt formula functions similar to Java code# Created complex insurance models to meet both the business needs and also match mapping requirements# Resolved all queries and defects raised by UAT, the business, CPM’s etc., in a timely and satisfactory manner# Configured aaspire for CareSuper, Intrust and ASSET Super plans including: Trust, Master, Plan, Insurance, Investments, Employer & Member letters, all formulas, default data, control settings, additional data fields, interfaces including ASX, Transfers In, Claims, Supermatch, Employer & Member Online services# Primary config analyst responsible for configuring multiple complex corporate arrangements for ASSET Super.

London, United Kingdom

As at July 2008, Tesco Compare is the market leader in the online Car Insurance aggregator services industry in the UK and is a joint venture between Royal Bank of Scotland (RBS) and Tesco Personal Finance. Following the success of the car insurance product launch, I was brought in to progress the feasibility study for their next product to implement a fully functioning multi-product online aggregator service. This project was on the fast-track channel following RAD methodology with less than 9 months from feasibility study to launch date.

Dublin, Ireland

SENIOR BUSINESS ANALYST – CLIENT: BANK OF IRELAND, CORPORATE BANKINGTEST MANAGER – CLIENT: BANK OF IRELAND, CORPORATE BANKINGTEST LEAD / BUSINESS ANALYST – CLIENT: BANK OF SCOTLAND (IRELAND)BUSINESS ANALYST – CLIENT: EIRCOM PLC

Dublin, Ireland

Irish Life Retail migrated circa 600k policies from two legacy systems to the CSC CLOAS Life and Pensions online system. I was involved as a Business Analyst supporting the product definition and test scenarios. # Reviewed product specifications and identified gaps in functionality, which were then collated into requirements documents. I then reviewed these documents to ensure completeness and accuracy. # Reviewed delivery plans and designed test cases where functionality was being delivered within the migration timescales and worked with business users to design business workarounds where functionality would not deliver in time for migration.# Further analysed product specifications in order to create functionality Test Maps, Test Scenarios and Test Scripts.# Reviewed colleagues Test Maps, Test Scenarios and Test Scripts to ensure functionality and administration processes were accurate and capable of meeting Service Level Agreements.# Analysed, prepared business impact analysis and priority, and logged defects via issues management system (Track Record). # Monitored issue progress through to resolution and sign-off. This also involved supporting the business in determination of issue priority.# Constantly reviewed test process and recommended improvements in relation to test scope, approach, and reporting.# Liaised with other contractors and staff to ensure that a comprehensive set of tests would lead to a fully functioning and workable target system.

Nottingham, United Kingdom

I worked in the Department of Human Resources for the HR Director, HR Deputy Director plus 5 Divisional HR Managers and the Voluntary Services Manager in the capacity of PA / Secretary. Along with general secretarial duties, I also analysed and improved administrative processes and developed a Departmental Secretary Procedures Manual.

Sydney, Australia

The Commonwealth Bank of Australia (CBA) outsourced their IT department to EDS Australia (EDS) on a contractual basis. This EDS contract includes providing innovative solutions for networking, software and hardware, production support and resources such as BA’s, programmers and Project Managers.CBA had a requirement to upgrade their existing corporate superannuation databases (9 products across 3 systems, individually customised) due to new legislation, as required by the Australian Taxation Office (ATO). # Created test plan for test execution, test cycles, environments, resources.# Analysed, generated and tested system test scripts required for upgrade of SAS 10.3 to SAS 10.4. # Liaised with other contractors, corporate superannuation production support team, business units, managers, key stakeholders and the BAT team ensuring all existing and new functionality, processes, interfaces and customisations were included and working correctly in the new version.# Developed, tested and promoted to production ad-hoc production reports such as Superannuation Statements using R&R Report Writer and Crystal Reports.

Projects:SSS TO SAS MigrationSAS interface to a centralised Distributor database (DMS)Installation of EzylinkTransfer Administration of Australian Enterprise Super Fund (AES) from INGLegacy System Migration (SSS to AIA)

Sydney, Australia

Advanced Diploma, Business

- Apply critical thinking for complex problem solving - Manage organisational finances - Develop and implement business plans - Lead.

Advanced Diploma, Program Management

Apply specialised knowledge and skills, together with experience in program management across a range of enterprise and industry contexts..

Certificate Iv, Information Technology, Credit

Certificate Iv, Accounting, Credit

Hsc, English, Computers, Maths