Shaista Harul Email & Phone Number

Australia

Solving for evolving customer needs to deliver eCommerce channel transformation. PowerBoard enables merchants to integrate via a single API and unlock benefits including consumer payment of choice, dual gateway and real-time transaction monitoring.

Sydney, Australia

Established an overarching advocacy framework to promote Business Bank’s Asia payments strategy, and proactively engaged key stakeholders to create opportunities where I can provide thought leadership to boost internal and external product awareness via the appropriate platforms to bankers, customers and the leadership team.

Sydney, Australia

Led multiple internal and external product and delivery teams, to evaluate and optimise delivery of scheme mandates, within the budget of $5 million, whilst ensuring conformity across multiple terminal and gateway providers.Key Achievements:• Led the solution design and delivery of Mastercard’s payment processing compliance program, earning international recognition, as recipient of the “Mastercard Data Integrity Compliance Program Award” for 2017 and 2018.• Contributed key insights to inform the payments delivery leadership team on the portfolio’s Agile transformation journey.• Reduced costs by encouraging flexibility in development by implementing iterative development and delivery mechanisms to meet market demands.• Spearheaded the Scheme compliance transformation, resulting in an increase of compliance by 60% and, in turn, reducing the associated fines by $1 million per annum.• Decommissioned and implemented a new Interactive Voice Recording (IVR) system, in turn reducing operation expenses (OPEX) by $80k per annum.• Successfully grandfathered manual imprinters, and implemented a robust migration pathway to the E1 terminal fleet, with minimal customer loss and zero complaints.

Sydney, Australia

Led a team, who supported the day-to-day management of the Asset Finance application, which housed $15 billion in loans. I proactively identified opportunities, and funnelled key business inputs, into the systems development, to ensure currency and to support future capabilities, which were aligned to the strategic vision to transform the bank’s Specialised Finance portfolio.Key Achievements:• Played a key role in delivering a tactical system enhancement, which laid the foundations for implementing a strategic solution, to further enable Guaranteed Future Value (GFV) financing in the specialised finance portfolio.• Recipient of Q4 and Q1 Star Award for being instrumental in the success of the GFV program of works.• Identified and implemented a number of process improvements which reduced overall support queries by 20%.

Sydney, Australia

Managed multiple process improvement projects within Australian Financial Services (AFS) portfolio. Led cross-functional teams, to collect data, analyse to determine root causes, present and implement cost saving solutions. Leveraged Lean Six Sigma methodologies to conduct a review on tools and processes within the change team, reducing manual handling by 75%.Key Achievements:• Designed and implemented a technology and vehicle dashboard across AFS to raise visibility and provide insights into asset optimisation opportunities.• Successfully conducted an IT Asset Audit POC across retail banking, reducing IT asset costs by $500k per annum.• Saved $126k per annum by optimising remote access usage across AFS.• Analysed business projects and identified improvements required for projects.• Developed a series of reporting dashboard to deliver strategic business knowledge, and support data driven decisions within AFS.• Provided ongoing support to resolve open issues and facilitate design improvements.

Sydney, Australia

Managed the ATM and self-service product sets, including product development, product roadmap development from idea generation through to implementation. Identified opportunities to improve performance and automation of the ATM and self-service channels, by influencing key stakeholders to transform traditional ATM and self-service channels to deliver cost-effective customer-centric marketing and service information based on their geographical position or customer segment.Key Achievements:• Developed and delivered remote management capabilities for the ATM fleet, yielding a cost reduction of $500k realized in first year of inception.• Built strategic alliances with software vendors and managed service providers that created a platform for identifying improvement opportunities across the ATM and self-service channels.• Implemented key governance frameworks to create heightened visibility of the ATM and self-service channels performance.• Collaborated with human-centred design, to optimise customer experience across the ATM and self-service channels.• Developed product requirement and test documents, working with technology and human-centred design teams to assure alignment of product roadmap with market needs.

Sydney, Australia

• Consultant Enterprise Messaging, Sales and Service Desktop, Apr 2007 – Nov 2007• Customer Relations Manager, Channel and Systems Management, Nov 2004 – Apr 2007• Snr Customer Relations Consultant, Online Banking, Jan 2001 – Feb 2004• Customer Relationship Consultant, Contact Centre, Apr 2000 – Jan 2001