Thomas S. Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

My role at MLCL required me to:1. Design and execute a business readiness framework to ensure the MLC Life Insurance business was ready and able to transform into a stand alone entity. 2. Lead a team of project professionals to develop Inflight Management plans with all impacted business units to minimise the disruption arising from system outages and data migration activities during major releases3. Develop post implementation hypercare plans requiring CEO endorsement to build confidence that the program was ready and able to support the business following implementation

Melbourne, Australia

I supported the design and delivery of a 'Day 1' operating model to transition NAB's business banking customer support model from a distributed to centralised model.I designed and delivered cross functional workshops to define a solution that required only minimal technology uplift.I led HCD workshops to design the customer journey and gained Execute GM and leadership team endorsement of the solution.

Melbourne, Australia

I am responsible for optimising the Service Capability of the ANZ Contact Centre. I achieve this by ensuring:- Customer centric processes are designed- Staff are provided with the information they need to meet customers needs- Tools support staff and customers to achieve their desired outcomes My current focus is the effective use of the existing IVR toolset to support the strategic objectives of the contact centre, in the last 6 months I have worked to ensure:- Language within the IVR is simple for customers to understand- Menu options within the IVR reflect common customer enquiries- More customer calls are routed directly to the staff members trained to resolve their enquiry- A consistent approach to using IVR capabilities to authenticate customers

Melbourne, Australia

The Acceleration Capability within ANZ assists the organisation by rapidly developing quality outcomes for our customers.Focusing on principles of co-design and borrowing heavily from leading edge collaboration methodologies, the capability now plays an integral part in the delivery of projects across the business.It integrates best practice from the Business Analysis and Project Management fields to expand the enterprises ability to handle systems complexity.As a Session Designer, I have directly reduced project time frames and ensured outcomes are robust and aligned to ANZs strategic goals. I excel at creative communications that improve project engagement with stakeholders at all levels of the organisation.

Melbourne, Australia

After successfully implementing changes for the Responsible Lending legislation, I then conducted analysis on how the business could work more effectively within the project environment.

London

Providing business readiness reporting on the largest European banking integration project in history.My role in supporting the migration of 20 million customer accounts over a single weekend was to ensure the success of the dress rehearsals prior to the migration event.I defined and executed the readiness framework used across all involved business and technology partners. This was a critical input to inform the go/no-go decisions prior to each rehearsal.

Working in a new Systems Access control team in charge of the ABN Amro transition to RBS systems. Systems Access Control - ContractorKey ResponsibilitiesProviding BAU System access while transitioning processes to a role based access control systemReviewing account creation scripts and processes and providing recommendations for improvement and ensuring the necessary controls are in place.Supporting a global workforce, ensuring that a high volume of work is completed in a timely and accurate manner.

Providing 1st line support for a user base of 1200. Creating and administering user accounts, issuing equipment and providing basic training for new employees.

Coles Group 2005-2008Coles Group is one of the largest retail groups in Australia with over 160 000 employees. The IT Security department provided a shared support service across all their brands.Security Administration - Permanent position 2007-2008 Key Responsibilities Access Control - Creating, modifying and deleting user accounts on all relevant platforms in line with the pre-defined processes. Creating/assigning access to group mailboxes/distribution lists, creating/assigning access to group folders.Request Co-Ordination - Distributing the incoming workload to ensure the team completes requests within the agreed SLA for each brand.Monitoring the call management system and group mailbox to ensure work is completed in a timely mannerProcess Automation - Re-engineering the work processes to enable automation of simple operations.Audit compliance, documentation review and maintenance - Ensuring that the documentation reflects current work practices and making any necessary modifications.

Prince2 2009, Project Management

B. Music (Hons), Electronic Music, Fuzzy Logic, Software Development