Mark Douglas Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Operational Risk and Compliance Program Management, leading change program focused on policy, system enhancements and new infrastructure for the ANZ Group. Responsible for delivering policy and system “ease of use” benefits to ANZ’s Operational Risk Management community. Key outcomes included Improved quality of Operational Risk information reported to Boards and Regulators. Progressing platform upgrade (including a full application redesign) of IBM’s Open Pages 8.2 including establishing a DevOps infrastructure and operational model to resolve asset lifecycle issues.

Anz Centre, 833 Collins St, Docklands

Branch Network Transformation Initiatives, included numerous frontline retail banking customer experience, operational and business improvements. Including introducing retail banking services (deposits & withdrawals) to rural customers via Australia Post Office locations through integration with Australia Post’s Bank@Post services, bringing ANZ offering into line with other majors. Implemented a cloud-based appointment booking solution (a third-party product) improving customer experience within the Branch Network and Contact Centres introducing capability to schedule and book both sales and service appointments. This initiative required development of delivery practises suitable for smaller FinTech delivery partners. Introduced a new cloud-based digital marketing content management solution (a third-party product) allowing centralised and no cost scheduling (distribution) of campaigns to over 200 retail locations. This initiative included negotiation of creative lease/as a service agreement enabling distribution of up-front costs over time.

Melbourne, Australia

Contact Centre Transformation, this program aimed to transform ANZ’s Contract Centre Technologies delivering efficiency through Global (Australia, Asia Pacific and New Zealand) enablement of technologies including Speech Recognition, Intelligent Call Routing and Voice Biometrics. During the concept phase, I was responsible for leading development of a global operations business case.

Melbourne, Australia

Responsible for implementing Visa Schemes changes, specifically Account Level Processing a system functionality that calculates interchange fees and revenues for the ANZ Credit Cards Business.

Melbourne, Australia

The Customer Identification Process (CIP) Program was created in response to an unfavourable audit by AUSTRAC and OFAC (American Regulator) of the customer identification component of the Anti-Money Laundering Legislation. I was responsible for the Remediation Project stream of work which progressed a clean up of customer identification records a task which involved revising the identification policy and requirements, data analytics in order to identify remediation records and then developing automated and operational business processes to remediate.

Melbourne, Australia

As a Business Project Manager my key responsibilities included leading development and overseeing project schedules, risks, issues, changes, scope, resourcing, budgets, business case, benefits management, regulation compliance and quality assurance. Delivering/reporting status and stage gate (funding approvals) to Program Director, Steering Committee, Divisional Initiative Review Committee. Key Projects Credit Risk Platform Upgrade, during this time ANZ was using non-uniform credit risk management tools and was not gaining maximum advantage as a result, this was compounded by the Global Financial Crisis which increased the priority of the credit risk projects in which I was responsible for the credit card stream of work, delivering new decision keys and migrating products onto new risk strategies to better manage risk.New Products, the ANZ credit card “ANZ Balance VISA” product.

Melbourne, Victoria, Australia

My key responsibilities in the Credits Cards divison included :• Development of process/procedure documents with supporting time standards and capacity (forecasting) planning tools/models • Team Leader development, Coaching and Training• Project reporting, risks, issues, change management functions• Stakeholder Management

Bachelor Of Commerce - Bcom, Economics & Ecommerce

Bachelor Of Arts - Ba, Indonesian/Malay Languages And Literatures

Education record