Ethan Haga
Wantirna South,VIC
Summary
Results-Driven Relationship Manager | Technical Expertise in Emerging Technologies.
Proven expertise in leveraging emerging technologies and enhancing existing systems to drive continuous improvement and deliver effective solutions. Successfully managed major oil partners, including ExxonMobil APAC and BP AU & NZ, contributing significantly to regional revenue across top oil brands. Collaborates seamlessly with cross-functional teams spanning product, technology, operations, risk, finance, and legal to provide commercial direction and drive strategic growth initiatives.
Excels at translating complex business needs into impactful solutions that yield tangible results. Skilled in conducting gap analysis, managing risk, and optimizing processes to enhance efficiency and customer satisfaction. Adept negotiator with a track record of delivering mutually beneficial outcomes in complex business settings. Leverages solid technical foundation in SDLC, SQL, and project delivery within operational frameworks to successfully lead cross-functional teams and foster collaboration among diverse stakeholders.
Key achievements include spearheading APAC's first transition to a leading global payment platform providing enhanced functionality for existing product suite, new functions to manage emerging technologies such as EV, and scalability to grow and work more collaboratively with the partner on their long-term strategic objectives. Committed to building strong relationships, expanding portfolios, and delivering innovative solutions that align with both business and client objectives
Overview
2025
2025
years of professional experience
Work History
Relationship Manager
WEX Fuel and Prepaid Cards Australia PTY LTD
08.2022 - 03.2024
- Major Oils (BP & ExxonMobil) - Asia Pacific
- Ensure a deep understanding of the client's business is maintained whilst WEX's opportunities are being leveraged
- Identify opportunities and provide direction on development and implementation of suitable solutions as required
- Support the Business Development activities of the Major Oils Team at WEX in closing deals across existing/new portfolios
- Provide oversight and direction for resolution of client issues as required by WEX to ensure communications are handled professionally and in the best interests of WEX
- Identification and implementation of business improvements that are commercially beneficial to both WEX and the clients
- Identify customer issues and provide business solutions to benefit both WEX and the customer
- Develop consistency in approach across clients and WEX's business units to reduce complexity and increase satisfaction
- Coach and develop key stakeholders for each portfolio to provide seamless support and subject matter experts for the WEX product suite
- Internal stakeholder management to seek agreement and buy in to support customer functions and requirements
- Provision of daily, weekly and monthly reporting and metrics for agreed performance indicators including ongoing request for ad-hoc reporting.
- Manage production impacts as the central point of contact for the client whilst driving internal stakeholders to resolve any impacts in a timely fashion of any ad-hoc reporting as required by client
- Run the Monthly Operational BAU meetings, Quarterly Project and Strategy Review meetings and the Annual Review and Strategy Alignment meetings at regular intervals and on an ad hoc basis.
Business Analyst & Delivery Lead
WEX Fuel and Prepaid Cards Australia PTY LTD
01.2017 - 07.2022
- Use customer and market insights to reduce pain points through innovative solutions while educating clients in using existing systems to their best business advantage
- Facilitate workshops with external clients, their key business stakeholders and internal internal teams to elicit requirements and determine solution options/priorities
- Conduct impact and gap analysis of proposed solutions with current state processes
- Document analyse and prioritise business processes (as is and to be), requirements and acceptance criteria
- Translate business and software requirements and write all required documentation including but not limited to detailed business and functional specifications for developers and testers and other project team members
- Manage requirements through the software development lifecycle, including prioritizing and managing changes to requirements, including risk assessments and adding Stakeholder traceability
- Lead daily stand-up meetings with the project team to update progress and track development issues
- Develop and deliver less complex based SQL solutions for payment platform
- Manage and oversee the enhancements (Change Requests & Projects) from inception to delivery to ensure traceability and delivery of all requirements
- Manage the Project Delivery Pipeline and key business and IT Priorities including critical projects
- Manage escalations for BAU through to resolution of complex technical/production support
- Prepare targeted correspondence and collateral for internal and external clients as required for Projects that meet both technical and customer facing business guidelines
- Ensure the delivery of a solution follows a lean process for quicker delivery, reduced cost and fewer resources.
Senior Client Services Consultant
WEX Fuel and Prepaid Cards Australia PTY LTD
03.2013 - 12.2016
- Proactively manage day to day support and enquiries from clients and retailers regarding the fulfillment and operational support of the gift card product portfolio
- Manage escalations through to resolution of complex enquiries across all tiers as required
- Actively liaise with internal stakeholders and manage outcomes to meet both business and customers' needs
- Provide account management of Tiers 3 and 4 retailers and as required for non-account managed Tier 2 retailers
- Strict adherence to policy, procedures and operational guidelines and as required under WEX and associated Legislative and Regulatory frameworks
- Prepare correspondence and collateral for internal and external clients as requested or required by under business guidelines
- Effectively manage tasks, adherence, agreed service levels, and KPI targets
- Embrace organisational change and continually review and assess business processes to assist with innovation ideas and initiatives to improve the overall performance of WEX Prepaid
- Deliver member best practice service through exceptional utilisation of specific relationship building techniques to improve customer satisfaction and build stronger brand loyalty
- Work within and actively develop a team environment that has a client-centred approach to service delivery but more importantly fostering greater morale, team dynamics and is enjoyable in an environment that can be challenging.
Senior Member Services Consultant and Support Specialist
Australian Scholarships Group, ASG
07.2011 - 12.2011
- Conducted thorough needs assessments to accurately identify client requirements and deliver appropriate solutions.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Member Services and Sales Consultant
RACV Pty Ltd, Motor Vehicle Insurance
- Actively built rapport for new and existing members and used consultative techniques to understand better understand the insurance needs for members and recommend relevant products and services.
- Managed 45 incoming calls and emails per day
Education
Skills
- Advanced Communication and Negotiation: Proven ability to communicate effectively across all levels, both internally and externally, with a track record of negotiating win-win outcomes in complex business environments
- Strategic Problem-Solving: Strong analytical skills combined with the ability to identify gaps, conduct risk assessments, and develop strategic solutions that drive business objectives and enhance client satisfaction
- Project and Relationship Management: Expertise in managing end-to-end project lifecycles and client relationships, ensuring seamless delivery of solutions that align with client needs and organizational goals
- Customer-Centric Approach: Demonstrated commitment to understanding client requirements, delivering exceptional service, and building long-term relationships through tailored solutions and proactive engagement
- Team Collaboration and Leadership: A collaborative team player with the capability to lead and influence cross-functional teams, fostering a cohesive work environment to achieve shared goals and exceed expectations
Timeline
Relationship Manager
WEX Fuel and Prepaid Cards Australia PTY LTD
08.2022 - 03.2024
Business Analyst & Delivery Lead
WEX Fuel and Prepaid Cards Australia PTY LTD
01.2017 - 07.2022
Senior Client Services Consultant
WEX Fuel and Prepaid Cards Australia PTY LTD
03.2013 - 12.2016
Senior Member Services Consultant and Support Specialist
Australian Scholarships Group, ASG
07.2011 - 12.2011
Member Services and Sales Consultant
RACV Pty Ltd, Motor Vehicle Insurance
Similar Profiles
Victor AuwVictor Auw
Collections Officer – Multi-Lingual (English, Cantonese, Mandarin) at WEX Australia Pty LtdCollections Officer – Multi-Lingual (English, Cantonese, Mandarin) at WEX Australia Pty Ltd
Viji Sunny KurianViji Sunny Kurian
Head of Operations & Projects at Simba Prepaid Cards ManagementHead of Operations & Projects at Simba Prepaid Cards Management
Jennifer RodriguezJennifer Rodriguez
Making Calls at WEX Fuel ManagementMaking Calls at WEX Fuel Management