Tessa Hankey Email & Phone Number

Gold Coast, Qld, Au

Australia

Bundall, Queensland, Australia

Burleigh Heads, Queensland, Australia

Melbourne, Australia

* Lead a team of 3 resources (2 x Business Analysts and 1 x Process Analyst) to accurately capture business requirements, ‘As Is’ processes & ‘To Be’ process* Calculated the work effort/resource requirements across the processes & systems for position hiring* Analysed & defined the baseline schedule for all business requirement documents & tracked resources to timeframes* Managed allocation/prioritisation of all work for team* Coordination of Business workshops & management of requirements documents* Managed the reporting requirements for management KPI & Business departmental reporting* Managed the business analyst task register & provided status reporting to PMs* Managed all actions/followup items during the business requirements & processes gathering phase* Coordinated a 15 day workshop; provided an agenda, for the quote tool vendor to perform a gap analysis against ANZ’s business requirements & quote solution, providing business quote examples* Reviewed/provided feedback, on behalf of the business, to the quote tool vendor’s Statement of Work (SOW), solution architect documents, functional & data specifications documents * Managed the Requirements Tracability Matrix (RTM) & coordinated the updating of the core RTM to accurately reflect the technology solution to business requirements* Created the test cases for the testing team & Business subject matter experts, to accurately test the asset finance quote tool* Reviewed all test results to ensure the Business & system requirements were met* Developed the implementation into production test scenarios, test cases & test data* Managed the post implementation support in-box: investigated queries/problems, found solutions, assisted the Business with processes/solutions* Managed the Change Management Request process ensuring the correct procedures were being followed* Documented, tracked & reported the Change Management Requests through the lifecycle including impacts to cost/schedule

Melbourne, Australia

* Lead a team of 12 resources (8 x Business Subject Matter Experts, 2 x Data Migration Experts & 2 x Business Analysts), these resources analysed the data in the legacy systems & created work packages that were then actioned by the offshore team into SAP (customer setup)* Coordination of a 45 resource offshore team in India to execute the customer setup in SAP* Managed allocation & prioritisation of all work for entire team broken down by customer baseDefined work processes for the team & trained all team members on these processes to ensure a high level of quality & to minimise inconsistencies* Chaired weekly business stakeholder forum meetings to provide a status update & customer data issue resolutions to all key stakeholders* Analysed & provided solutions to the failed customer setups (exceptions) after converting the remaining customer’s into the SAP system* Reconciliation of all customers in the 4 legacy systems against the project scope to ensure that all customers, within scope of the project, had been successfully converted to the SAP billing system * Assisted in the creation of weekly stakeholder management reporting* Managed issue resolution; taking to the business lists of workable solutions to a problem, in which Business only needed to decide options* Contributed to & reviewed PMP & Project Plan* Identified & agreed customer base for each legacy system with the businessFor a 5 week period I Managed the offshore TCS (India) team of 220 members to execute customer setup in SAP. * Co-ordinated & prioritised work allocation for the offshore team to reduce the number of 'Unbilled' customers within the SAP billing systems. These were reduced by 151,000 over the 5 week period. This involved review prioritisation of all available work packages & co-ordination of the offshore team to implement these packages.* Created & maintained the project reporting "Dashboard" and daily team reporting which was reviewed by senior management & stakeholders.

Melbourne, Australia

* Managed the relationship with the Payment vendors (CBA, Australia Post & Westpac) to ensure file structures, data repository, test files where to business requirements* Documented & reviewed the interfaces with the Hansen Hub billing system to ensure that they were technically able to support the files received & sent to vendors as per business/regulatory requirements* Managed & tracked the Change Requests for vendors (CBA, Australia Post, Westpac), system support (Hansen Hub), AGL technical support (TCS & IBM) to ensure all requests were quoted & approved before development* Created a Management Reporting spreadsheet, for distribution to business stakeholders, to capture the FTE & Cash Impacts if Change Requests/Problem Reports could not be completed within the production implementation date* Process Validation; ensured that the system performed as expected based on the business & technical requirements defined by the solution architecture* Ensured that the data and dollar values where migrated correctly from one system to the other during test & production implementation* Analysed & reported on table data migrations to new system, ensuring that all tables and required data elements where migrated successfully as per solution architecture design* Managed issue resolution; taking to the business lists of workable solutions to a problem* R2B Defect Summary Reporting; Collated & reported all outstanding system defects on a daily basis leading up to cutover: business impact, Volume, AHT, FTE required, Fix Days of Effort, work around availableMy Major Achievements:* Successful deployment of Phase 2 Electricity - Modification & deployment of E-ELSIS billing system to met AGL requirements* Successful deployment of Phase 1 Gas - Modification & deployment of CGB billing system to met AGL requirements* Implementation of a change management process for RFS requests with vendors

Melbourne, Australia

* Relationship management of all key commercial relationships in accordance with the Regulatory and Legal requirements* Analysis of existing / new contracts* Manage the Industry Clarification and Change Proposal Process: Project Management; Feasibility Studies; Impact Analysis & Costing Changes; and Overseeing Process Implementation* Determining whether the business meets proposed requirements in terms of policy & work practices, to be compliant/aligned* Actively participating in Operational forums & facilitate actions and/or outcomes: Management reporting; Leadership in co-ordinating positions/responses to the Industry for TRUenergy's Operational departments; Liaise with Internal and External parties to resolve Operational issues promptly & act on opportunities to improve service delivery: Logging, Investigation and Resolution; Resolving in an appropriate timeframe; Ensuring Distributor & Operational departments are compliant* Contributing to business positional responses to Industry & Regulatory bodies: Influencing outcomes through negotiation & communication; Framing key communications to reach & influence the target audience; Integrating feedback & suggested changes into positional papers* Created & managed an Issue/Resolution Register* Created & resolved a register of concerns that the Operational departments had about the Industry* Created the Operational Industry Manager's role & responsibilities: Development of the Position Description; Developed the position's processes; Developed & documented an Interaction Model; Created a charter which defines the position's objectivesMy Major Achievements:* Created a Detailed scope paper for Network Billing Validation & Reconciliation* Created a Detailed scope paper for the issue of No Access to properties* Managed the investigation & resolution of the Customer Detail Notification Process (Market Rules & Regulations)

Melbourne, Australia

* Met with key Business representatives to gain an understanding of the business processes & to gather business requirements* Documented business requirements to business satisfaction as per change control standards* Assisted business representatives to make informed requirement/process/solution decisions by gathering necessary information (i.e. investigating how a system/process works, problem solving, finding alternative methods & informing business representatives)* Sent business requirement specifications to stakeholders, key business representatives, key project/initiative representatives for review & feedback* Met with business representatives & stakeholders on a regular basis to inform of progress of the business requirement specification & solution development* Created process maps as a communication tool for requirement/process walk throughs* Created processes, work instructions & information briefs to aid the business in changes* Kept the allocated architect informed of any decisions &/or business requirements at all times, gained architects approval ensuring requirements where in-line with strategy* Met with developers, Functional Systems Analyst, Trainers, Testers, Process Analysts to ensure the strategy & solution will meet the approved business requirement specification, within business agreed timeframes* Reviewed & provided feedback to functional specifications* Assisted Project Manager to define project scope* Created ANZ splash point & reconciliation file formats; including information pertaining to headers, detail records, trailers & file type (i.e. comma delimited, excel) for the ANZ Alliance project* Designed the reporting requirements for the ANZ Alliance project* Accurately estimate & quote projects/initiatives and the time needed to complete * Assisted in the implementation of solutions & change management

Melbourne, Australia

* Managed financial aspects of relevant projects such as cost evaluations & FTE allocations* Created resource modelling, for the Process and Training Analysts* Co-ordinated all process changes across the front & back office, including facilitating the training needs to support theseMy Major Achievements:* Successfully implemented the NSW Phase 2 project, including change management tasks, within time and budget* Bright Ideas Committee member - Committee's role was to define, implement and manage the Bright Idea's process, including reviewing & selecting the top solutions that would benefit the company* Developed business reporting, for front and back office, which highlighted any data & system issues for the NSW Phase 2 project

Melbourne, Australia

* Stepped into Billing Manager when required* Training & mentoring of team members in CISPlus and HPA Bill Viewer* Managing the reconciliation & validation of network billing* Managing the reconciliation of bill/letter print items from the external vendor (HPA)* Creation of Weekly System Statistics Status Reports for reporting to senior management* Process improvement initiatives including documentation & training as requiredMy Major Achievements:* Consistently exceeded expectations of Billing Manager, as shown in Performance & Development Planning reviews* Developed a paper for the Operational Manager (Level 2) describing the issue and providing a solution around the excess 'Guaranteed Service Level' adjustments given that year, which was in excess of $900K* Investigated, created & implemented efficiency gains in my team's processes (i.e. Bill Print Reconciliation, Meter Access)

Melbourne, Australia

* Managed the relationship between Bill Print Service Provider (HPA) & TRUenergy business* Performed change management, scheduling & prioritisation of changes to bill print* Reviewed & made recommendations to business requirements, functional specifications & architecture designs* Managed the implementation of enhancements to the 'in-house' applications (Bill Print) utilised by the billing teamMy Major Achievements:* Created processes & templates in relation to the management of change with TRUenergy's Bill Print Service Provider

Mental Health

Advanced Practicioner, Mindset, Confidence & Wellbeing

Prince2, Project Management

Certificate Iv In Frontline Management, Frontline Management

Received recognition: • Goulburn Ovens Institute of TAFE – Winner, Student of the Year • Victorian Student of the Year – Top 4 Finalist