Luke Franklin Email & Phone Number

Collaroy Plateau, Nsw, Au

Australia

Responsible for delivery of the strategic transformation roadmap initiatives across QBEs consumer business. I am also accountable for strategic business systems running a team of business systems experts that handle production support and a continuous pipeline of small change optimisation across all technology assets supporting the consumer business.

Australia

My major achievement was leading the roll out of a new enterprise wide Value Stream Operating model adopting agile ways of working across the Auspac region. QBE utilised SAFe guardrails and I successfully launched 3 value streams and 6 agile release trains. This is a holistic operating model change impacting the entire business in the AUSPAC region. This includes significant supporting activities such as new LPM governance framework, definition of new roles and responsibilities, technology stack realignment, and agility training of over 1000 QBE staff, including the Auspac EMB.

Sydney, Australia

Management of 5 agile delivery teams and other supporting technology teams tasked with rebuilding Suncorps digital CTP direct and assisted channel applications from the ground up. These applications service 2m+ customers over 4 brands. Delivery scope covers a new api integration layer between the new digital front end and the existing mainframe backend. The customer experience is the key driver to the program with the new digital flow delivering a complete re-imagine of the customer user experience. Key responsibilities include:- Management of resource budget for technology delivery teams $7m over a 9 month schedule- Oversight of end to end delivery teams 80+ people- End to end delivery flight planning- Release and implementation planning - Agile Delivery Approach Leadership - Governance activity including status reporting, program burnups, steering committee input, risks and issues management- Executive stakeholder management c-level down

Sydney, Australia

Successfully implemented IT delivery for program focused on opex out introducing new Robotics, AI and Analytics technology. Delivery was focused on operational automation opportunity across the AusPac operation at QBE. I ran the technology stream with 2 vendor partners and internal resources of 50+. We were an agile global build team using scrum to deliver technology build across business teams in Asia Pacific. My first QBE program was focused on delivering an optimised customer experience for QBE broker clients selling SME commercial insurance. The primary focus is on our digital platforms where the team are completely redesigning the front end of our broker platforms. This covers the entire QBE business pack portifolio. We are also enhancing integration between our front end and mainframe systems as we align our build to QBE strategy for SME. I was also tasked with creating the first agile project team within AusPac technology delivery at QBE. Undertaking a dual role as agile coach and scrum master I have succesfully embedded agile practices within the team using the scrum methodology.

Sydney, Australia

Project Manager for NSW CTP greenslip reforms policy program. Project deliverables focused on compliance with new scheme regulation and also the uplift of business capabilities to support the government changes. Technology components cover: - Digital front end changes with an emphasis on the customer experience. These changes include a number of API integrations.- Significant changes to the back end policy system incorporating new data flows and processes- Changes to customer service staff platforms to support new capabilities required.The project is heavily complex in its deliverables with components crossing several government departments. I'm also dealing with challenges of continuing shifting scope and fixed deadlines. My team covers core business subject matter experts, business analysts, Product Owner and Scrum Teams over multiple technology domains. We are an agile team following the principles in place across the Suncorp group.

Sydney, Australia

Responsible for the implementation of strategic operational initiatives within the medical defence department. My role was to facilitate the delivery of approved projects on behalf of business teams. I worked alongside IT Delivery teams including IT project managers, architects and Business Analysts.A summary of my key responsibilities cover:- Development of Business Cases required for funding approvals- Project budget management- Status reporting - Business Readiness - Resource management

Sydney, Australia

Digital project focused on development of in house digital platform servicing Allianz financial institution partners. Project encompassed:- B2B integration- B2B digital platform supporting finance partner assisted channel staff- B2C digital platform servicing partners direct channel internet customers.One of the key deliverable's of this project is enhanced digital capabilities for the customer. My analysis activity is heavily focused on the user experience so we work closely with the e business team.Key Responsibilities- Backlog management, grooming, story re cut, Epic traceability - Iteration Management- User story definition- Workshop facilitation

Sydney, Australia

Large transformational program.The project encompassed platform replacement and consolidation of a number of legacy systems with a major emphasis on the replacement solution enhancing the customer journey. I worked on the delivery of the Digital B2C platform. My involvement included the following activities:- Gathering Concept requirements via Human/Customer Centred Design (HCD)- Input into Business Design scoping out high level requirements of the new solution- Delivery via scaled Agile Methodology where my duties covered- Iteration Management - User Story Definition for each sprint via the Atlassian Confluence Tool - Maintaining the Product Backlog - Agile Story and Backlog Management via JIRA - Development and Testing team guidance - Workshop facilitation taking Feature level components and breaking them down into stories for delivery iterations. - Collaboration of user experience (UX) design - Input into Process Design and alignment to User Stories- GAP and Benefit analysis of solution options- Elaboration of user stories- User Interface Design Requirement Definition via wireframes

Sydney

ROLE SUMMARYThe Project I was working on focused on delivering a new Life Insurance Claim Handling system providing functional support to the Strategic Target Operating Model. The scope includes Workflow, Document Management, Claims Administration including payment system, Management Information and Data Migration from the legacy Life Claim Systems.KEY RESPONSIBILITIESo Consultation on Vendor Solutiono Development of a core approach and Input into the Target Operating Modelo Guidance on Best Practice Analysis Approach specifically looking at Globally recognised methodologies including BPMN and UML.o Gathering of Solution requirements covering High Level and Detailed Business Requirements. o Functional Requirement definition using UML methods, primarily Use Cases. o Definition of the Business Architecture including value chain and capability definition o Definition of Data Migration approach including templates i developed and successfully utilised at a previous role.o Workflow end to end process definition incorporating Business Rule Logic and fully supported sub processes.o Defined User Acceptance Testing Approach and coordinated successful execution of Iteration 1 deliverable's.

London, United Kingdom

ROLE SUMMARYI primarily worked on a Large Scale Strategic MI Programme. The scope of the Project covers all areas of the business including Finance, Actuarial, Risk Management, Front end Underwriting and Claims. Deliverables include Data Warehouse and MI Reporting Capabilities (SAP Business Objects - WEBi, Explorer, Xcelsius, Cubes)KEY RESPONSIBILITIESo LEAD Analyst o Owner of the Management Information Product Backlog used to facilitate the consideration and prioritisation of Management Information work streams being delivered by the Projecto Consultation with high profile end users to gather detailed business requirements. o Presentation of development outputs to key business users. o Primary contact for a team of on and offshore ETL developers and System testers.o Production of key Project Documentation including:o Business Caseo Project Briefo Business Requirement Catalogueo Data Dictionaryo Conceptual Data Modelso Use Caseso Peer review of other analyst outputs.

London, United Kingdom

ROLE OVERVIEWI was employed on a long-term project building a bespoke global claim handling system. The solution covered the following functionalities:o Fully Integrated Workflow (WebMethods)o Claim Handling Platform Integrated with Internal and External supporting systemso Fully integrated Document Management Solution (SharePoint)KEY RESPONSIBILITIESo Project LEAD Analyst Duties o Requirement Gathering Workshops – Working with key project stakeholders and end users o Preparation of Key Analysis Outputo Creation of Technical Use Case diagrams and detailed Use Case documents capturing the functional requirements of the new systems. o Product Backlog of business requirementso Creation of key process documentation capturing both Business and System Interfaces. o Agile Scrum Master Duties o Support and coordination of Offshore Development and Testing Teams – Primary support to the 3 offshore development resources and 2 offshore testing resourceso User Acceptance Testing – Overseeing the preparation of test scripts before running the user acceptance testing sessionso System Demonstrations – Regular presentations to the business showing them the progress of the new systems.o Training – Production of training documentation and full support of key business users in the facilitation of training users in the new system

London, United Kingdom

ROLE SUMMARYI was with Talbot Underwriting for 2.5 years and initially worked on a number of mid size change initiatives across all departments Back Office (Finance) Mid Office (Operations) and Front Office (Underwriting). This was invaluable experience as I was able to gain a thorough understanding of the global insurance market. For the final 12 months of my time at Talbot I worked on a Project building a global workflow system for Underwriting teams. KEY RESPONSIBILITIESo Documentation of Risk Management Frameworko Specification of risk matrixo Identified Key Performance Indicators o Production of Quarterly Board Report – One of my first responsibilities in the role was to create a Quarterly Dashboard. This was then an ongoing report I ran throughout my time at Talbot. o LEAN process reviews. Worked with key underwriting teams to identify current processes and work to review and revise based on LEAN methods.

Sydney, Australia

ROLE SUMMARYShannons gave me my first career opportunity on completion of my university degree. This role gave me a great exposure to a variety of operational and project initiatives that gave me the confidence to pursue my career as a business analyst. KEY RESPONSIBILITIESo Administration of business systems .o Coordination of business requirements across a variety of small change initiatives.o Analysis of phone call volumes trends. o Business Requirement definition.o Provision of Reports covering all operational areas.