Pavan Kumar Email & Phone Number

Sydney, New South Wales, Australia

 Delivery of data, information & reports across AMP within service level agreements, enabling data driven decisions for improved customer experiences & performance Generating insight on results & where attention is required for improvement Leading reporting inputs including commentary to GLT, CEO Office & various Board reporting purposes Identifying improvement opportunities for prioritisation based on value to client  Responsible for leading design & development of… Show more  Delivery of data, information & reports across AMP within service level agreements, enabling data driven decisions for improved customer experiences & performance Generating insight on results & where attention is required for improvement Leading reporting inputs including commentary to GLT, CEO Office & various Board reporting purposes Identifying improvement opportunities for prioritisation based on value to client  Responsible for leading design & development of enhanced reporting solutions for BAU or Self service Increase reporting on source supported systems reducing reliance on tactical solutions Building & maintaining relationships with stakeholders including, Heads of, Directors & leadership teams across reporting portfolio Provide mentoring & coaching to other Analysts within the team & SMEs Leading the drive for greater utilisation of self-service platforms through providing expertise and increasing stakeholder awareness & education levels across self-service reporting platforms available Assist management in driving change & increase capability both within the BPR team and any areas relating to key initiatives identified, including exploring new platforms Provide expertise & assistance to project & adhoc activity to support the strategic objectives  Help increase data & reporting literacy through sharing expertise with front line management & SMEs Keeping up with changing landscape of report delivery technology & delivering reporting within Technology supported platforms (MyBI, Salesforce, Power BI) Lead & actively support key priority initiatives for the team, which may include a combination of; building of new reports, identifying, implementing automation opportunities to improve performance reporting, handling adhoc queries, & maintenance of data storage tables Contribute to future state planning to reporting architecture for both the team while keeping with the strategic direction enterprise wide regarding Data strategy Show less

Sydney, Australia

 Analyse business processes to develop work activity lists & activity-time standards Coach Operations managers to utilise MOS capability to improve operational discipline & management effectiveness Support business areas and leaders in the management of change to maximise the realisation of sustainable benefits from MOS Provide analysis & recommendations to the business regarding efficiency & service improvements Develop & foster a strong customer focus Develop &… Show more  Analyse business processes to develop work activity lists & activity-time standards Coach Operations managers to utilise MOS capability to improve operational discipline & management effectiveness Support business areas and leaders in the management of change to maximise the realisation of sustainable benefits from MOS Provide analysis & recommendations to the business regarding efficiency & service improvements Develop & foster a strong customer focus Develop & maintain key relationships with internal/external partners and work with them in order for Operations to deliver to agreed requirements Maintain & enhance MOS processes & tools Provide first line business support/updates for the MOS toolkit Establish & update resource plans Deliver MOS toolkit training for new users Drive continuous improvement and consistency around use of MOS Toolkit on an ongoing basis. Regularly validate Standard Expectations through observations process Conduct regular performance reviews with stakeholders – productivity, etc Support new projects with resources to implement or update the MOS Ability to build relationships and influence others. Ability to motivate and influence others to achieve tangible business outcomes. Ability to coach, motivate and influence team members in a fast paced environment and/or through period of change Assisting others to solve problems Ability to coach, train and develop individuals/teams Listening, observation and communication (particularly verbal and presentation) skills Detailed knowledge of business processes in a Financial Services operations or operations support area Analytical and numerical skills with ability to review reasonableness of numeric outputs and apply judgement Ability to manage own time and prioritise to meet deadlines Enthusiastic & self-motivated with an ability to work autonomously and use initiative to follow issues through to resolution Show less

Sydney, Australia

 Assessing processes and calls completed by teams within the business to ensure these are completed correctly for the customer. Contacting customers for feedback on recent transactions completed by the business (Voice of Customer). Being proactive in being up to date with product and process changes within the business to ensure assessing is accurate. Identifying opportunities to improve a process within the business while assessing teams. Continuous stakeholder engagement… Show more  Assessing processes and calls completed by teams within the business to ensure these are completed correctly for the customer. Contacting customers for feedback on recent transactions completed by the business (Voice of Customer). Being proactive in being up to date with product and process changes within the business to ensure assessing is accurate. Identifying opportunities to improve a process within the business while assessing teams. Continuous stakeholder engagement to improve quality. Completing change requests in system during periods when team manager is absent. Being accountable to ensure quality sample sizes are completed every month. Analysing complaints data and presenting this to stakeholders with recommendations for improvements. Completing monthly reporting and providing areas of opportunities where improvements can be made. Building, maintaining and encouraging strong working relationships with stakeholders. Identifying opportunities within the quality checklists to ensure the ongoing improvement in service provided to the customer. Show less

Sydney, Australia

 Long-term forecasting of workload and FTE requirements for Customer Service. More detailed short-term forecasts that allow the operational teams to self manage the achievement of Key Performance Indicators (KPI’s). Collect & analyse historical data Using forecasting methodology, create forecasts for business units Maintain impact analysis tracker Maintain events calendar  Maintain Annual leave calendars/limits across Customer Service Data Integrity – of all… Show more  Long-term forecasting of workload and FTE requirements for Customer Service. More detailed short-term forecasts that allow the operational teams to self manage the achievement of Key Performance Indicators (KPI’s). Collect & analyse historical data Using forecasting methodology, create forecasts for business units Maintain impact analysis tracker Maintain events calendar  Maintain Annual leave calendars/limits across Customer Service Data Integrity – of all forecasts and plans Overall embedding and refreshing of the Management Operating System (MOS) into Customer Service  Recommendations to Business for efficiency gains Provide management information to Customer Service stakeholders to ensure they are able to accurately forecast and resource their operations to meet agreed outcomes Manage issues / enquiries from around the Customer Service business with appropriate recording and follow-up Report on accuracy of forecast with commentary for any variations Conduct quarterly MOS Sustainability reviews for Customer Service  Key contact for Customer Service in SLA development with Business Lines Develop and monitor intraday/call distribution data within agreed tolerance Coach Business Unit Managers and Team Leaders in understanding resource plans and forecasting to allow the business to make well informed decisions around their resources To assist in Benefit Realisation calculation for any process/project impacts into Customer Service To identify potential resource efficiencies through line balancing of resources across Customer Service Use PMD data to advise impact to business and compare to data from previous year Partner with business to ensure they sign off on forecasts 3 months in advance and previous months forecast are reviewed To Maintain a Line Balancing Resource Plan for the Customer Service Other initiatives / projects as required Show less

Sydney, Australia

 Design and architect reports structure Collect data for various sources Quality check data for accuracy Ensure format of data is usable in our business Create specific and varied reports for the business as requested and required Check on the effectiveness of reports produced Relationship manage reports with end users Daily reporting requirements in agreed timeframes Updating of actuals in reports Analyse report outcomes Identify potential… Show more  Design and architect reports structure Collect data for various sources Quality check data for accuracy Ensure format of data is usable in our business Create specific and varied reports for the business as requested and required Check on the effectiveness of reports produced Relationship manage reports with end users Daily reporting requirements in agreed timeframes Updating of actuals in reports Analyse report outcomes Identify potential efficiency gains Support in implementing potential efficiency gains Produce reports that allow the business to track business performance at an individual, team and departmental level. Overall embedding and refreshing of the Management Operating System (MOS). Supply adhoc reporting to business as required. Deliver consolidated service delivery business performance reporting to various stakeholders. Manage issues / enquiries from Customer Service and Business Lines with appropriate recording and follow-up Other initiatives / projects as required Coach the business to understand all reports produced by Business Planning and Reporting to drive efficiency improvements across Customer Service To simplify the reporting process through automation  To identify processes to be evaluated for potential increase due to productivity/efficiency improvements Advanced knowledge in Microsoft Excel. Show less

Sydney, Australia

 Financial planner and customer support Ensuring customer complaints are handled correctly Providing staff and management team with both input and feedback Completing assigned daily paperwork Member of Change Committee and Social Committee

Sydney, Australia

 All aspects of customer services Assisting in the training of crew, crew trainers and trainee managers Preparing and organising crew, equipment and products for a shift Ensuring customer complaints are handled correctly Counting daily cash intake Providing crew and management team with both input and feedback Electronically ordering weekly store equipment and food supplies Completing assigned daily paperwork Maintaining restaurant safety awareness and… Show more  All aspects of customer services Assisting in the training of crew, crew trainers and trainee managers Preparing and organising crew, equipment and products for a shift Ensuring customer complaints are handled correctly Counting daily cash intake Providing crew and management team with both input and feedback Electronically ordering weekly store equipment and food supplies Completing assigned daily paperwork Maintaining restaurant safety awareness and safety records Show less

Sydney, Australia

 Assisting the manager in running the shift Following up on crew procedures

Sydney, Australia

 Training new staff Completing daily tasks

Diploma Basic Operations, Management

Advanced Diploma In Electrical Technology, Eight A Grades

Higher School Certificate