Automation discovery at a leading Australian Bank

Outline

• Orchestrated a transformative initiative to discover high-potential automation candidates within the customer service operations division of a leading Australian Bank

Approach

• Spearheaded end-to-end project delivery, collaborating closely with the client’s benefits realisation lead, and conducted over 10 in-depth walkthroughs to assess existing processes and their suitability for automation

• Mentored and supervised a team of three process analysts, shaping their growth and optimising project delivery

• Utilised an Intelligent Automation Assessment tool and methodology to identify and prioritize 15 key automation prospects, culminating in annual run-rate savings exceeding $2 million AUD and a 25% reduction in customer complaints.

Outcome

IA Operating Model Review at a leading Australian Insurer

Outline

• Spearheaded a review of the insurer’s Intelligent Automation Operating Model to identify the required actions to build a high performing and scalable COE

Approach

• Assessed the current state against 8 Intelligent Automation Operating Model foundations

• Analysed the pain points with the current ways of working and identified 50+ improvement opportunities to help realise up to $63m AUD in annual saving through automation

• Actively listened to the program sponsor and designed an automation roadmap

• Advised the client on 21 tactical and strategic initiatives to help with their automation program, save 500k+ work hours within the next three years and optimise the agility in servicing policyholders.

Outcome

Automation delivery at a leading Australian Bank

Outline

• Managed high priority automations for a leading Australian bank related to its COVID-19 response, in addition to further automations across its BAU operations

Approach

• Led the end-to-end delivery of ~10 automations

• Delivered tactically focused automation, including process re-engineering, to scale and optimise the speed at which the bank was able to service its customers during its COVID-19 response

• Provided strategic guidance to the program director

• Led the delivery using an accelerated agile delivery model co-developed with the bank to drive operational savings of 200% and improve customer satisfaction

Outcome

Scaling process automation at a Government Organisation

Outline

• Led the delivery of critical process automation across the HR and Finance departments of a government organisation

Approach

• Led the end-to-end delivery of 15 automation solutions across HR and Finance

• Leveraged process improvement techniques to develop future-state processes that prioritise efficiency and customer experience

• Saved 10k+ hours through automation within 12 months

• Managed and mentored a team of three external resources, ensuring on-time and on-budget delivery of automation projects

Outcome