Tamara Cox Email & Phone Number

Coomera, Qld, Au

Gold Coast

Provide program management consultancy services to the transition to a customer centric organisation for the City of Gold Coast.

Brisbane, Queensland, Australia

I returned to Flight Centre while the business was experiencing significant growth driven by the post-Covid increase in demand with a mandate to ramp up extended touring and cruise capability into the new core booking platform. This is where I led a team of technical business analysts and also worked with quality assurance analysts and consultant teams testing new functionality. To date, we have delivered a single platform integrating our core global booking platform, aggregators and suppliers, a complex global project that has reduced time in processing significantly and positioned the organisation to capitalise on growth through automation.

Toowong

I joined Compare the Market at the start of Covid-19 to manage multiple projects supporting growth and cost-reduction targets. I provided strategic facilitation and deep diving to examine tech solutions, then built and implemented roadmaps and projects to enable business objectives. As a member of executive project steering groups for all projects under my portfolio, I provided advice and supported informed decision making on funding, risk, scope and other project related topics. I implemented the popular Meerkat Mondays marketing initiative, resulting in 30% sales uplift. I grew revenue and cut costs by leading a program to re-engineer online and telephone customer journeys of energy consumers. I improved the customer experience with new capability to integrate customer account profiles across product journeys to facilitate quoting across multiple product types and delivered a strategic initiative to rebuild the online travel insurance customer journey during the pandemic, paying off once restrictions were lifted.

Brisbane

I was hired to drive efficiencies, lift sales and develop new capabilities in the airline space through strategic review and solutioning. I developed a go to market strategy for a transformational air industry initiative, New Distribution Capability (NDC), involving intensive stakeholder engagement. I achieved cost savings while reducing time to book, driving finance system consolidation and enabling automated end-to-end booking capability by implementing touchless bookings of the Stage and Screen corporate brand in Australia.

123 Albert Street Brisbane

This was a short term contract to enhance and strengthen Suncorp’s rewards platform, implementing a range of capabilities to strengthen the foundations and enhance customer experience. I improved data integrity through technology solutions and streamlining of business processes and established a program of work to build a long-term and viable customer identity model for the rewards platform.

Toowong, Queensland, Australia

I was hired to deliver the company’s largest-ever program of work, meeting credit card PCI DSS obligations across digital and call centre platforms to comply with credit card scheme requirements, introduce a new governance framework and reduce the risk of fraud. I delivered PCI DSS compliance, enabling continuation of credit card payment for a range of insurance products representing >80% of all customer payments, as well as delivering updated internal compliance training to ensure all sales, support and claims teams were aware of their obligations regarding PCI compliance.

Eight Mile Plains, Queensland, Australia

Managed a range of programs through the planning, delivery and closure phases. This included development and approval of business cases, benefits realisation plans and agile delivery of solutions in scope that involved a number of vendors.Key projects- Transformation and digitisation of the roadside, membership and insurance customer communication capabilities, including delivery of self service, document storage and click to pay on emailed documents.- Upgrade to the roadside assistance application to deliver award winning automatic SMS patrol tracking functionality to reduce member phone calls.

Brisbane, Australia

I was hired to build new capabilities while creating efficiencies across the business, which serviced >450K retail and 4.9K business customers. I also provided consulting advice to support these businesses in addressing a range of issues relating to organisational structure, business process management and stakeholder engagement. I achieved significant cost savings by transforming core utility billing system and integrated systems to deliver long-term operational efficiencies and improve customer and stakeholder experience. I addressed a technical issue related to metering and implemented a new debt-management system.

Brisbane, Queensland

I was engaged as the lead consultant to meet the access and identity-management needs of a key banking client. This affected all sales, product and operations staff across the bank, investigating, analysing, designing and implementing a solution to address high audit risks in relation Identity and Access Management (IAM).

Enterprise Services Division, Sydney Nsw

I was hired to work with operations teams and their partners to deliver complex projects and to build project management and strategic thinking capabilities. I redesigned the access and identity management platform, implementing an automated solution to provide operations staff with access to core banking systems, prepared the business case and obtained approval for a significant investment in Internet Protocol Communication Infrastructure and reviewed and redesigned the fee collection processes for business banking clients. I also developed a high-profile Business Sales Indicator to measure the health of the economy used by the Chief Economist.

Payment And Business Technology Division, Sydney Nsw

The Payment and Business Technology Division covers product development (such as EFTPOS merchant facilities and transaction products including domestic and international payments), operations (call centre and data entry support) and technology (system development, maintenance and support) functions.I managed a team of 5 business analysts, with a focus on strategy and development to build the Bank’s payment capabilities. Key Projects:Managed a joint venture opportunity with China UnionPay a global card scheme, to accept their cards at CBA ATM and EFTPOS networks. Prepared the business case for major investment in Internet Protocol Communication Infrastructure, including the supporting financial modelling analysis, and gaining Executive Committee and Board approval. Completed a number of strategic reviews, and provided consulting analysis on the potential of two new products, including market and competitor analysis.

Working Capital Business Products, Sydney Nsw

Working Capital Products provides product management and sales support for products including Trade Finance, Receivables Finance, CommBiz, EFTPOS merchant facilities, commercial cards, international & domestic payments and business lending & deposits. As part of EFTPOS merchant team, the role was created to identify and deliver opportunities to grow the business. I was engaged to define the business stream strategy for payments, analysing market intelligence and internal organisational structure impacts. As part of this role, I completed a review of EFTPOS merchant business pricing and delivered several key process improvements to assist sales support.

Working Capital Business Products, Sydney Nsw

Leading the project management for the logistics and data analytics streams of an industry mandated Triple Encryption Data security upgrade to the EFTPOS terminal fleet. This role required establishment of Project Management Office with 10 staff, managing and reporting on project progress and pilot program implementation.

Gaicd, Business Administration And Management, General, Pass

Activities and Societies: Company directors course Company directors course

Master Of Business Administration (M.B.A.), Management, 6.5

Negotiations Skills, Business Administration, Management And Operations

Certified Practicing Project Manager, Project Management

Bachelor Economics, Macro Economics