Ian Fraser Email & Phone Number

Wellington, New Zealand

• Played a key role in upgrading the in-house built Oracle based Service Platform to a Family Office specific platform.• Led the Reporting, Family Portal and Mobile App workstreams.• Maintained an exceptional level of engagement with internal and external stakeholders.• Ensured workshops and requirements gathering were well documented and that workstream deliverables were implemented according to requirements.• Wrote test cases, tested releases, identified issues, and raised new… Show more • Played a key role in upgrading the in-house built Oracle based Service Platform to a Family Office specific platform.• Led the Reporting, Family Portal and Mobile App workstreams.• Maintained an exceptional level of engagement with internal and external stakeholders.• Ensured workshops and requirements gathering were well documented and that workstream deliverables were implemented according to requirements.• Wrote test cases, tested releases, identified issues, and raised new functionality requests using a project management tool (Monday.com).• Wrote process guides and conducted user training.Achievements:• Effectively gathered and documented complex business requirements from various internalstakeholders, contributing to a comprehensive understanding of project needs.• Collaborated with external implementation managers, product owners, and developers, to navigatechallenges and work towards a successful family portal and app launch.• Tested and provided valuable insights into the efficiency and reliability of the client portal and mobileapp functionalities from a user point Show less

Wellington, New Zealand

Achievements:• Helped Waka Kotahi increase it’s followers on the Wellington, Central North Island and Hawke’s Bay Facebook pages by 470% since May 2016 from 14,000 to over 82,000 in July 2021.• Introduced correct and consistent use of Te Reo Maori in our messaging in copy and replies to customers.• Implemented a monthly Social Media Marketing Plan and budget that includes project updates and planned roadworks that may impact or be of interest to customers.• Implemented banner… Show more Achievements:• Helped Waka Kotahi increase it’s followers on the Wellington, Central North Island and Hawke’s Bay Facebook pages by 470% since May 2016 from 14,000 to over 82,000 in July 2021.• Introduced correct and consistent use of Te Reo Maori in our messaging in copy and replies to customers.• Implemented a monthly Social Media Marketing Plan and budget that includes project updates and planned roadworks that may impact or be of interest to customers.• Implemented banner and copy templates, for a consistent customer experience.• Trained ten staff and have helped several of them progress in their careers• Was consulted during the development and release of the Journey Planner website that replaced ‘Transport for Wellington’ and ‘Transport for Christchurch’ website.• Worked closely with the comms team on the information provided around the permanent closure of the Manawatu Gorge. Ended up creating a weekly roadworks posts and emails for the detour routes.• Expanded my teams responsibilities to include the South Island and national weekend cover. Show less

Edinburgh, United Kingdom

Achievements:• Consistently delivered my own and team results in line with agreed operational targets.• Improved my team’s engagement with customers and each other, improved staff availability and flexibility by changing the daily task rota from two assigned tasks a day to four assigned tasks a day. • Made my team’s task rota more accessible and flexible to changes in workload by moving it from Microsoft Excel to Google Drive.• Saw a decrease in web chat response time and… Show more Achievements:• Consistently delivered my own and team results in line with agreed operational targets.• Improved my team’s engagement with customers and each other, improved staff availability and flexibility by changing the daily task rota from two assigned tasks a day to four assigned tasks a day. • Made my team’s task rota more accessible and flexible to changes in workload by moving it from Microsoft Excel to Google Drive.• Saw a decrease in web chat response time and drop-off rate from 50% to 2% and an increase in chat quality. These improvements were a result of my recommendation to introduce a restriction on the number of active web chats a customer journey agent could be actively chatting to at one. • Increased email query response rate by introducing standardised templates.• Streamlined and introduced consistency to the customer refund process by moving the ownership of researching and issuing customer refunds from multiple team leaders to my team.• Consulted as a systems expert on Beehive during software testing and upgrades. Show less

Banff, Canada

Kelowna, Canada

Wellington, New Zealand

Achievements:• My team was a major contributor to the increase in ANZ’s yearly collection profiles• Successfully navigated my team through a redundancy process while retaining team morale and productivity• I was heavily involved in ANZs simplification process, an extensive, long term project to stream line the banks systems and product suits.

Achievements:• Recognised as team 2IC involving leading daily team “Buzz” meetings and attending leadership meetings on behalf of the team leader• Being asked to step into the Team Leader role after a staff member left at short notice. • Consistently leading the team in Key Performance Measures • Instrumental in the standardisation of ANZ’s credit card collections calling process which was later used as a model for the rest of the company’s collections divisions

Wellington, New Zealand

Bachelor Of Commerce - Bcom, Tourism Management

Education record

Activities and Societies: Rugby, Football, Golf, Tennis and Hockey.