Home Loan Origination ProgramContributed as a Process Analyst for the following projects: • Collections Outsourcing project • Hardship Case Management project • Email Listener / Email Listener extension project • Conditional Approval automation project • Streamline AIP processing project• Tech Q projectFinancial Crime Optimisation (AML/CTF) projectAchievements:• Facilitated business process workshops to document current process in process map• Facilitated business process walk-throughs to identify business process bottlenecks and pain points for the Issues Register• Documented ‘Undergo Adverse Media Checking for ECDD’ work instruction• Received the project specific ‘Process, Risks & Control’ training to be able to identify risks and controls during OE/DE assessment • Self-managed user stories/tasks in JIRA and developed the Confluence page for the project (Summary, Key focus areas, Background and Insight template) Streamline Origination projectAchievements:• Facilitated business process workshop to document current process in process map• Documented future end-to-end Origination process (from Broker to Credit Ops) by interviewing project and business stakeholders, investigating Jira stories and other project documentations • Ensured the quality of the future state process flow by investigating gaps, testing with UAT consultant and business SMEs• Created Work Instructions and assisted the business to fully understand the future processes while advocating for best practice and correct technique• Analysed and communicated the gap discovered during process documentation and facilitated the investigation• Self-managed user stories/tasks in JIRA

• Created and rolled out the Technical Writing Standards (a.k.a Technical Writing Style Guide) which includes the guideline for ME’s Work Instruction and its template • Created and rolled out a Work Instruction Tracker that includes RACI • Migrated all the Work Instructions from network drive into a SharePoint site • Prepared project/process documentation to support the deployment • Assisted the business to fully understand the future process and to identify bottle necks and pain points• Identified, communicated and investigated the process gaps via the process documentation (Process mapping and Work Instruction) • Provided process contents to develop training materials• Developed and distributed comms to relevant stakeholders to communicate process changes and updates• Created and managed procedures and work instructions on Wiki/SharePoint• Developed and managed user stories in JIRA

I facilitated workshops to gather information from project documentation, project SME’s, business SME’s, business analysts, solution architects and other project team members and analysed gaps/issues/decision points with Impact Assessment team for resolution. I worked closely with L&D team and Testing team and documented “to be” state business processes in use case format.•Prepare process documentations on various solutions for input to business workshops to allow informed discussion on the pros and cons of competing solutions•Arrange and facilitate Subject Matter Expert (SME) workshops to capture the “as is” process•Facilitate workshops with SMEs and senior stakeholders to arrive at mutual agreement on the prioritisation of tasks•Translate business requirements into clear use cases and process flows that other teams could act upon•Complete a gap analysis between the “as is” processes and the “to be” processes•Identify and document mandatory requirements and ensure that these were prioritised from a testing and training perspective •Prepare proposed “to be” processes•Specify technical and functional modifications required to support the “to be” processes

ME Bank Transformation Program:Implementing a new core banking system T24 replacing NTBS, along with a new origination system Pega, a document management system Computershare and a reporting system SharePoint.Achievements:• Facilitated workshops to gather information from project documentation, project SMEs, business SMEs, business analysts, solution architects and other project team members• Analysed process gaps, issues and pain points with the L&D, Testing and Impact Assessment team by documenting the business processes and the Use Cases• Arranged and facilitated SME workshops to capture the as-is process • Facilitated workshops with SMEs and stakeholders to arrive at mutual agreement on the prioritisation of tasks• Prepared ‘straw men’ models for workshops to allow informed discussion on the pros and cons of competing solutions • Completed a gap analysis between the current state processes and the future processes with the Business • Identified and documented mandatory requirements to ensure that these were prioritised from a testing and training perspective

Energy Australia Integration Program (EAIP)I worked on the EAIP project which was to integrate the Ausgrid customer into Energy Australia’s, aiming to increase the EA’s customer base by 50%. The program was to collaborate with all business units to understand their needs and targets and to implement the changes. Achievements:• Analysed and documented the capability of the business processes that were impacted by the EAIP• Facilitated process gap-analysis by mapping of end-to-end as-is and to-be business processes• Developed business requirements for Retail (Marketing and Sales) by engaging business stakeholders and documented in Requirements Tractability Matrix • Developed an end-to-end Transitional Business Process Model for Joint Transitional Plan team • Mapped all work-packages to Customer Journey Model• Identified all EAIP impacted processes by developing a Process Library• Validated Level 4 as-is business processes by facilitating SME workshops and documented Level 4 future state business processes

SAB (Swanston Academic Building) UniSign ProjectThis project was to deliver 70 digital display monitors to both staff and students to display content such as lecture information, news events and staff directories.Accomplishments:• Facilitated the development of UniSign operating model via SME workshops• Facilitated the development of the UniSign content publishing process and operating model with Marketing & Comms team• Provided support on requirement testing of the UniSign solution contents/information as well as on the establishment of a pilot NEC Live environment that was used by Marketing and Comms team for content and layout developmentSAB (Swanston Academic Building) UniShare ProjectThe project was to deliver 22 project rooms in the SAB (Swanton Academic Building) that supported collaborative teaching practices through the Tide Break technology solution.Accomplishments:• Conducted UAT/PVT• Actively supported facilitation of technical training of academics and IT staff• Facilitated the development of UniShare contents for RMIT internal website• Developed Use Cases by facilitating workshops with academics and senior stakeholders• Developed Test Scenarios/DILO for UAT• Developed User Guide and Quick Reference Guide

CIP Remediation Tranche 2 for the Transaction Services teamThis project was to build the Customer Identification Process (CIP) Remediation function offshore to comply with the new Anti-Money Laundering and Counter-Terrorism Financing Legislation.Accomplishments:• Facilitated SME workshops and developed as-is and to-be process maps (BPMN, MS Visio 2007), followed by validations of the collected data and process gap analysis• Provided a support on Business Brief, Design Document and other project related documentations• Developed procedure guides and work instructions for future state, recruitment/training plan and entry & exit criteria planCollection Load Re-Balance for the Collections teamThis project was to shift the functions of Collection team to assist their on-shore counterpart by minimising the bank’s credit losses and providing back office support to allow the on-shore team to focus on the customer experience.Accomplishments:• Facilitated SME workshops for gathering Technology Functional Requirements• Conducted fit/gap analysis of technology data collected• Developed future state process maps (BPMN, MS Visio 2007) and Procedure Guides for future stateDoc-Returns for the Fulfilment teamThis transformation project was to shift parts of Doc-Returns functionalities to the international hub by digitalising document management processes. Accomplishments:• Facilitated SME workshops for gathering Technology Functional Requirements• Conducted fit-gap analysis based on the technology data collected• Provided a support to run UAT remotely with the Bank’s international hub • Developed future state process maps (BPMN, MS Visio 2007) and Procedure Guides for future state

Project CaneThe object of this project was to collect and analyse current state of the beverage production and improve syrup yield across all shifts and to establish a sustainable control of syrup yield at Tullamarine manufacturing plant by applying Lean Process Improvement methodology. Accomplishments:• Collected and analysed current state data using various Lean tools including Value stream process mapping, Volumetrics mapping and fishbone/5-why analysis• Developed action plans and SQC (Statistical Quality Control) plans and presented it to senior management for approval • Developed SWP (Standardised Work Procedures) for new processes• The project resulted in recovering syrup loss of $250k per annum QCT (Quick Changeover Technology) ProjectThe objective of this project was to improve the flexibility and responsiveness of the beverage production and reducing change over time.Accomplishments:• Facilitated SMED (Single Minute Exchange of Dies) analysis, 5-whys and fishbone analysis with cross functional teams • Analysed current state data collected from time & motion studies and various workshops• Developed action plans and SQC (Statistical Quality Control) plan and presented to senior management• Average of 40% reduction in change over time across 8 production lines • Developed Standardised Operating Procedures (SOP) for new changeover processes • Facilitated various Design of Experiments for proposed solutions

TransformationThis project was to analyse internal banking business functions (Commercial Operations) to achieve more streamlined business off shoring process. Accomplishments:• Conducted SIPOC analysis • Analysed current state data collected from business/project SMEs and project documentations• Developed as-is and to-be process maps (BPMN, MS Visio 2007) liaising with business SMEs• Produced procedure guides for future state

Model Line Downtime ReductionThe objective of this project was to identify and reduce downtime of GM Holden model line in area of 4M (Man, Machine, Method, Money) by utilising various Lean tools and establishing sustainable quality controls.Accomplishments:• Reduced $207k by improving the uptime of the model line. Exceeded 20% more ($44k) than the target set by senior management. • Facilitated workshops to conduct fishbone/5-whys analysis with cross functional teams • Established systems to feed data into SPC (P-Control Chart) and presented the outcome/trend every morning to senior management Material Inventory Reduction The project aimed to reduce material handling lead-time and inventories of GM Holden Instrument Cluster production.Accomplishments:• Used Lean tools such as value stream mapping, motion & time study, Just-in-time pull production system and Level production system and successfully improved material delivery lead-time from 2.3 hours to 0.44 hours (81% reduction)• Developed and implemented SOPs and 5S• Facilitated workshops with QCC teams to collect data and analyse current situation GM Holden Cluster Line – Line balancingMeet the customer demand of increased production output from 500 units/day to 800 units/day within allocated time frame of 3 months.Accomplishments:• Facilitated time & motion study to balance process work loads and fitted the ‘best practice’ line layout• Developed and rolled out Standardised Work Procedures (SOP) and 5S discipline• Successfully increased product output (first time pass rate) by 40% without any capital investment AAPL Manufacturing Plant MoveThis project was to move the AAPL’s manufacturing and office to a new site efficiently.Accomplishments:• Liaised with representatives from departments across the business and outside contractor to design optimized layouts for their areas• Drew these concepts up in AutoCAD

Provided technical support between AAPL and Yazaki Corporation in Japan in the area of Electronics Manufacturing