Richard Chiu Email and Phone Number

Implement, monitor and administer Infrastructure & Service Management core management frameworks. Ensuring that relationships are consistently governed to an acceptable standard, the operation model is applied, performance is measured and reported with accurate data to drive data-informed insights and decisioning.

Leading the transition of current Group Technology infrastructure BAU support to multiple strategic suppliers

Leading the delivery of the Infrastructure Transformation Program and the Application Hosting Transformation Program.

Leading the Program Management Office which provides program oversight, governance and reporting for Group Data Warehouse (GDW) Re-platform Program that was initiated to support the strategic direction to re-platform Westpac GDW platform from Oracle to a Teradata solution in two strategic data centres.

Leading the Program Management Office which provides program oversight, governance and reporting for the Transition & Transformation Program that was initiated to implement the commitments agreed under the new Outsourcing Service Agreement (OSA) to transform Westpac and IBM technology infrastructure service delivery over the 5 year life of the OSA. This Program consisted of 67 projects, organisationally delivered across 9 Technology towers over 3 years.

Support the IT Efficiency Project to identify cost efficiency improvement initiatives, followed by the establishment of an Asset Portfolio Management and Governance capability to support the Technology Leadership Team in strategic asset decision making.

Accountable for the business performance of electronic distribution channels end-to-end including: project delivery, channel reliability, customer experience, financial management, and risk management for the Bank’s customer direct channels. This incorporates channels such as Internet Banking, Corporate Online, Westpac website, and Telephone Banking. These channels primarily serve the key consumer and business segments of Consumer Financial Services, Business Financial Services and the global… Show more Accountable for the business performance of electronic distribution channels end-to-end including: project delivery, channel reliability, customer experience, financial management, and risk management for the Bank’s customer direct channels. This incorporates channels such as Internet Banking, Corporate Online, Westpac website, and Telephone Banking. These channels primarily serve the key consumer and business segments of Consumer Financial Services, Business Financial Services and the global transactional banking customers of Institutional Banking. Show less

Lead the design and implementation of the measurement and process frameworks for the systems under management by the Channel & Systems Management (CSM) team. The scope of CSM includes the flagship platforms of One Bank Platform, Internet Banking, Telephone Banking and ATMs as well as the product systems for Transaction & Unsecured Lending Operations site.

Manage the measurement function associated with Westpac’s Outsourcing partnerships, and develop the monthly SLA verification regime under the IT&T (Information Technology & Telecommunications) Outsourcing Agreement to ensure IBM and Telstra SLAs (Service Level Agreements) were properly reported and assessed.

Design and implement effective management information methodologies, performing research and analysis of business drive to develop forecasting and planning models for the Cards division.

• Promote and support SQC (Statistical Quality Control) for IT Operations to achieve AS 3902 (ISO 9002) accreditation through TQM activities.• Conduct regular quality audits to ensure accreditation is maintained• Develop and maintain the Closely Watched Numbers Pack for senior IT managers and CIO measurements

• Support the Quality Manager to promote Total Quality Management (TQM) initiatives throughout Data Processing Operations• Provide statistical analysis through the use of Statistical Quality Control (SQC)

Assist DRP (Disaster Recovery Planning) managers in scheduling and documenting DR simulation tests.