 Undertake detailed root cause analysis to identify improvement opportunities. Developing plans for and implement improvement opportunities. Assist in the development of business requirements for and review RFCs to ensure business requirements are identified and business benefits are clearly articulated for process and system enhancements in conjunction with the Initiative Lead and Process & Program Lead. Representing the position of the team on projects as required. Supporting the review of Industry changes and provide process feedback on impacts/opportunities. Supporting the detailed review of changes and risks associated through Weekly, Monthly and Quarterly Releases as well as support business Projects as required. Supporting activities relevant to the delivery of changes including UAT/PVT and SOP development. Provide subject matter expertise to the business for Sales Fulfilment processes. Establish networks with stakeholders from across the business to understand and influence process improvement and proposed regulatory changes. Working collaboratively and proactively with other members of the team and business stakeholders to broaden knowledge and understanding of end-to-end processes. Understand and articulate the key drivers behind business metrics and customer experience to enable delivery of Origin strategy

 Documenting/Reviewing Business Requirement Documents (BRD) and Functional Requirements Document (FRD) to ensure that deliverable system will meet business needs. Identifying improvement opportunities through process and knowledge gaps.  Raising RFC’s for improvements identified, performing cost-benefit analysis and liaising with Process Architect’s.  Liaising with Technical support team to raise new My Account defects and getting update on existing defects. Developing and executing test cases including regression testing for defect fixes and enhancements delivered.  Performing Production Verification Testing (PVT) for defect fixes and enhancements delivered to My Account. Liaising with Technical Writers to document Standard Operating Procedures (SOPs) for new and changes in existing processes, reviewing and publishing them. Monitoring system processes to ensure that all the SLA’s are met correctly. Responsible for developing and managing, daily and weekly reports and analytics for business unit. Managed data migration activity for over 35K customers by identifying different scenarios and implementing treatment plan for cleansing data.  Acting as 2IC in the Operations team I am responsible for o Organising daily stand up huddles, o Work allocation to team, o Ensuring all allocated tasks are completed within SLA’s, o Training and up skilling of team members, o Acting as a Subject Matter Expert for team on all My Account and SAP related queries.

 Monitoring, resolving and reporting on issues arising from the customer registration process. Performing root cause analysis for registration and tariff associated issues for Energy Manager/Origin Smart customers.  Identifying interim solution for problems while issues were resolved through system fixes. Liaising with the Technical Development team to resolve escalated technical issues. Reporting on vendor compliance with agreed customer support SLAs and fulfilment metrics. Prepare daily summary reports on status of customer registration/fulfilment status against SLAs. Prepare highlight reports on items requiring further escalation.

 Interrogating database using SQL and interpreting data from end to end perspective. Analysing over 20,000 settlement transactions per week to identify discrepancies before distributor payments are made. Resolving discrepancies as they are identified by contacting required Meter Data Providers and making meter configuration changes.  Identifying process gaps and providing recommendation for system upgrades. Performing SAP system testing for retail transformation to compare bills with legacy systems. Performing weekly market settlement with AEMO and ensuring all Origin’s market payments are made within the required time frame. Preparing weekly dashboard and monthly reports for analysis purposes.

 Analyse business issues that are affecting business performance and identifying the root cause of issues. Providing input for system modification request ensuring that all root causes are addressed. Assist in writing, verifying and executing test scripts as a part of monthly pack release. Identify business areas impacted by monthly pack releases. Identifying and scoping areas for performance improvement. Work with 3rd party software providers to ensure that business issues are appropriately actioned and relay the updates to management. Managing, resolving and escalating helpdesks as required. Facilitating changes to users and documenting processes.