Peter Grattan Email & Phone Number

Sydney, Nsw, Au

Sydney

Delivering outstanding service experiences for all Australians. Responsible for Residential & Business connect and assurance outcomes by work with RSPs to effectively manage orders and incidents, field engagment and troubleshooting and seemless fibre connection for our customers.

Sydney, New South Wales, Australia

Responsible for the the end-to-end order management, delivery and operational support for Telstra's Wholesale segment as well as delivering digital transformation, continuous improvement and innovation across systems, processes and people to deliver world class customer experience. Accountable for risk and compliance obligations and controlsIncludes Customer Contact Centres, Complex Order & Escalation Management, Order Management, Disputes and Complaints Resolution, Local number portability, Service Assurance, System support and customer experience and innovation.

Sydney

Peter is responsible for the development of the long term strategy for Domestic Enterprise Assurance and Support Functions and the International Assurance and Activations functions. He is accountable for the Enterprise Customer Support Transformation program aligned with Telstra's Digitisation Program to drive immediate improvements of the end-to-end service delivery and support value chain. Accountable for customer experience and digital channel outcomes for Enterprise customers across the globe. Accountable for risk and compliance obligations and controls.

Hong Kong / Sydney

Reporting to COO of Telstra Global, Peter's responsibility is for the operations of the 24x7 customer functions internationally. This includes the Customer Service Desks, Network Operations Centres, ITIL practice, Data Centres and Network Field Services, Customer Service Design and Implementation Teams supporting customers in all regions.Peter is also responsible for the digital enablement of the service value chain including Sales, Quoting, Ordering, Activation and Service Assurance.

Hong Kong

Responsible to the integration of Pacnet and Telstra's International service and operation functions. This includes customer service management, service desks, service design & delivery, activations & customer project management, service assurance, network operations and field services.

Hong Kong

Reporting to COO of Telstra Global, Peter's responsibility is to determine clear priorities and objectives for improving and maturing the operating environment. This includes targeting process, people, culture and systems improvement over the medium and long term. The development is aligned to Telstra and GES strategy and leverages existing and future operating models.

Melbourne, Sydney

This role was to define and drive organisational design and change in NAB to support restructuring, business optimisation and transformation programs.• Realised over $100M reduction of annual personnel cost through leading organisation restructure project on a large scale which implemented within schedule (6 months). Achieved by working across business segments to define holistic operating system, then defined specific targets and plan for execution and then managed risk and divisional HR teams through implementation• Reduced external consulting costs by developing policies, principles and methods of executing effective organisation design and change and embedded into HR and project practices. Improved the HR function strategic delivery capability by delivering training to and coaching HR managers.• Lead the restructures of 3 divisional areas leading to substantial annual savings and stopping the un-necessary restructure of multiple teams.• Core member of team to developed People Strategy and HR operating model which has led to increase in client satisfaction and large reduction in cost

Melbourne, Sydney

This role was initially responsible for running the design and delivery of the Technology organisation’s change program. Once the program had concluded, the role became responsible for continued optimisation of operations, leading the efficiency team and establishing an operations function for a large technology divisional area.• Delivered a transparent and service focussed technology change that generated ~40M p.a efficiency and identified significant outsourcing opportunities. • Developed NAB Technology’s Target Operating Model, Organisation, Service, Costing and Process Model. Worked closely with CIO and Technology leadership team to implement the change by establishing senior sponsorship, followed by structured and well planned implementation.• Generated ~$10M savings in 2 years by establishing business operation function for Technology business area• Developed CIO quarterly business reviews, contributed to board reporting and lead presentation to regulator of Technology Operating Model and governance• Development of technology workforce strategic plan that lead to capability development and sourcing strategies and policies

Sydney, Melbourne

Reporting to Head of Architecture and Engagement, this role was responsible for the alignment of Business Strategic Planning with investment planning, portfolio management, business architecture and technology investment management. It was a business partner for Wealth – advising business strategy and alignment of application development and service management.• Influenced MLC Business Leadership Team to change investment planning and business architecture practices leading to better Project definition and project selection across investment portfolio• Achieved capability uplift & improved collaboration in architecture (especially consulting skills and business relevance).• Solved business operational issues created by XP upgrade project and call centre provider change.

Sydney

Responsible for IT engagement, planning and solutions design across AMP’s Finance and HR domains. Also responsible for architect delivery team across major finance transformation program and Front, Middle and Back office transformation for AMP Capital Investors (ROEE program).• Delivered beyond expectations of senior stakeholder through innovative and effective Architectural Management of $68M Finance Change Project (including Unit Pricing, Accounting, Actuarial, Management Reporting, Planning and Budgeting). This was achieved through constant business engagement and the establishment of a integration program stream to ensure the IT and Business direction across projects were aligned• Design and development of actuarial data management processes and systems that enabled the reduction in risk and Tier1 capital requirements. Solved complex problems through stakeholder engagement, process development workshops and vendor renegotiations.• Drove significant efficiencies and reduced month end processing time by 3 days by simplifying and redefining General ledger requirements.• Awarded IT Directors award December 2006 which “recognises those people who deliver results, take accountability, engage beyond their team, and drive the cultural values we aspire to.”

Sydney, Melbourne, Kuala Lumpur, Auckland, Wollongong, Brisbane, Perth

After taking up a graduate position as an analyst, the role progressed to Senior Manager where it was responsible for IT Strategy development, Business Process Re-engineering and Solution Delivery on client projects. It was an Executive role in Finance and Performance Management Service Line and APAC Resources Operating Group.• Delivered over 12 SAP Projects across Australia and Asia Pacific for some of the world’s biggest companies including BHP/Bluescope Steel, Rio Tinto, Woodside, Coles Myer, Shell, Caltex, BP, Energex/Ergon Energy, CSR Construction Materials, British American Tobacco, AMP and Huntsman Chemicals.• Held positions of knowledge lead for Fuel retailing in Asia Pacific and worldwide knowledge lead for SAP Profitability Analysis.• Promoted to Senior Manager in eight and half years. This is eighteen months ahead of Accenture career path. Banded ‘Outstanding’ in every year of employment since September 1997.• Awarded ‘People Award’ from client for contribution to building teams

Testing of Reuters Financial Technical analysis software.

Economics, Finance, Accounting, Computer Science

Economics

Education record