Amanda Taylor
Merrylands,NSW
Summary
Reliable business professional with over 15 years of experience across the Financial Services and Insurance industries.
Proficient in driving strategic initiatives, optimising business processes, and leveraging insights to enhance operational efficiency and profitability.
Proven expertise in requirements gathering, translating complex business needs into actionable solutions, implementing compliance measures, and delivering on digital transformation projects.
Skilled in leading cross-functional teams, stakeholder management, promoting engagement and empowering work culture.
Passionate about delivering innovative solutions that drive business growth and customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Analyst- Data Management
Latitude Financial Services
Sydney, NSW
10.2023 - Current
- Develop detailed requirements used to design and implement a new data management solution across the enterprise
- Knowledge of data governance principles, best practices and retention timeframes to ensure requirements and solutions meet regulatory standards
- Create and facilitate stakeholder engagement sessions to define data requirements and establish data management processes
- Assisted in the design and implementation of data governance frameworks to ensure data integrity and compliance.
- Build data classifications rules and data examples across multiple platforms
- Assisted in the design and implementation of data governance frameworks to ensure data integrity and compliance.
- Facilitate workshops and meetings to gather feedback and validate requirements with business users.
- Complete change management tasks, including training, engagement packs and enterprise communications
- Manage project tasks in Jira to track progress and ensure key deadlines are achieve
- Solve complex problems by approaching problems methodically, identifying issues and proposing solutions.
- Create detailed process maps
- Work effectively with the data platform and application owners to implement data management solutions
- Support the delivery of data scanning solutions and tools
- Build and implement effective document management practices.
- Support the development and implementation of Data Management Risk and Controls to achieve compliance across the enterprise
- Document project scope, objectives and criteria
- Translate technical information into business-friendly terms for stakeholders.
Business Analyst - Insurance
Latitude Financial Services
06.2020 - 09.2022
- Built strong stakeholder relationships ensuring buy-in was obtained for project objectives
- Worked with third party vendor to ensure requirements were accurately developed within new system
- Interacted with internal teams to understand business needs to translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria
- Performed gap analysis to identify areas of improvement and worked with relevant teams to develop solutions
- Improved business processes by implementing changes based on collected feedback.
- Worked with third party vendors and internal business units to effectively deliver new products and Insurance system
- Completed system testing and provided feedback
- Collaborated with relevant stakeholders to build and deliver a new online sales platform
- Maintained project documentation on Confluence, capturing decisions and sign off for audit purposes
- Broke down high level information into detailed workable requirements
- Used Jira to create acceptance criteria, story requirements and manage project tasks and prioritisation
- Participated in sprint planning and team feedback sessions, continually looking at ways to deliver on sprint goals more efficiently
- Collaborated with business architects to develop and deliver system solutions
- Executed risk assessments, documenting risks identified, and recommend solutions
Operations Project Stream Lead
Latitude Financial Services
06.2019 - 06.2020
- Supported the Insurance team in the development of a new system and Insurance products
- Analyzed business processes, identify gaps and pain points to ensure these were included in new system solution.
- Provided claim and customer service insight to improve the features and benefits of new products being developed.
- Developed system and operational processes to support the new Insurance product
- Collaborated with management to identify and prioritize operational processes that were to be included in new system build
- Provided sign off on Operational business decisions where relevant
- Worked with the third party vendor and project team to ensure system controls supported all business and regulatory requirements
- Worked with Legal and Compliance teams to ensure requirements met obligations
- Created operational customer correspondence to support servicing and claims and obtained relevant business sign off
- Collaborated with Marketing to develop and build marketing materials for new products
- Provided key business and process knowledge ensuring requirements and solutions me the needs of the business
- Development change management plan and execution strategy
Operations Team Leader - Insurance
Latitude Financial Services
02.2016 - 06.2019
- Managed customer service call centre, claims and administration staff
- Completed interviewing and onboarded new staff
- Coached and developed all team members, providing regular coaching sessions to maximize team productivity.
- Implemented Performance Improvement plans with individual staff and managed outcomes
- Designed and facilitated operational training
- Redesigned and delivered new Customer Experience expectations and KPI metrics
- Performed monthly Layer 1 monitoring reviews
- Completed regulatory reporting
- Managed operational remediations and customer impacts
- Completed regular attestations, risk assessments and reviews
- Built strong working relationships with business stakeholders to ensure cross functional processes were handled appropriately
- Delivered successfully on projects and process improvement initiatives assigned
- Improved team efficiency and productivity by restructuring workflow process
- Managed high workload with consistent record of achieving deadlines and KPI targets.
- Collaborated with IT team to deliver an automated workflow tool within the Claims Management System
- Produced reporting outlining performance against benchmarks.
- Completed Mental Health First Aid training, to support staff and customers
- Managed claim and sales related complaints
- Ensured policies and procedures were up to date to support staff
- Held weekly team meetings to inform team members on company news and updates
- Achieved high morale within teams which maximised performance and outcomes
- Collaborated with management on claim outcomes to ensure fair claim outcomes and benefits to customers
- Successfully managed restructures and redefined culture across the operational teams
Quality Assurance Coach
Latitude Financial Services
01.2015 - 02.2016
- Performed regular Layer 1 monitoring on customer calls, Insurance administration requests and end to end Insurance claim files
- Identified breaches of relevant codes and/or business standards, reported these and ensured coaching was provided to relevant staff and impacted customers were remedied
- Provided compliance and monitoring coaching to Team Leaders, ensuring staff trends were identified and development plans were in place
- Developed and delivered regular training to ensure teams remained compliant and customer service standards were met
- Ensured policies and procedures were up to date with accurate information to support staff
- Implemented new quality and customer service standards
- Delivered successfully on initiatives within agreed timeframes
- Reviewed business processes for effectiveness and simplified these where possible
- Worked with Legal and Compliance team to complete external regulatory reporting
- Completed risk management and attestations
- Managed claim and sales related complaints
Technical Writer
Latitude Financial Services
11.2009 - 01.2015
- Built and maintained strong business stakeholder relationships
- Worked across multiple business units to ensure policies and procedures were up to date and reflected current business process
- Developed and delivered new and updated policies and procedures where needed, ensuring required stakeholder sign off was obtained
- Created and delivered new business specific intranet sites and maintained these ongoing
- Wrote and distributed operational communications to support staff in performing various roles
- Supported projects and initiatives by completing gap analysis of business processes, creating/ updating documentation and training required to support the change
- Simplified operational processes to improve customer experience and productivity
- Maintained documentation records for auditing purposes
- Created customer correspondence and obtained relevant sign off
- Managed process improvement initiatives, allowing staff to provide feedback and delivered changes based on feedback received
Subject Matter Expert - Home Lending Projects
GE Money
03.2009 - 11.2009
- Managed two offshore migration projects, working with offshore teams to bring business processes onshore and reduce resourcing costs.
- Developed and delivered training
- Supported staff transition
Customer Accounts Team Leader - Home Lending
GE Money
10.2008 - 03.2009
- Monitored team performance and provided regular coaching and feedback to increase productivity and maintain quality standards.
- Managed and resolved complaints
Customer Service Representative
GE Money
11.2007 - 10.2008
- Completed Home Lending product and process training
- Unskilled across multiple call queues, servicing customers, brokers and branch enquires
- Managed New Start academy, training new staff on the Wizard Home Loan product, customer service guidelines and providing regular weekly individual coaching
Education
Greystanes High School
Greystanes, NSWSkills
- Requirement gathering and analysis
- Stakeholder management
- Culture and change management
- Enterprise projects and business process Improvements
- Digital transformations
- Coaching and development
- Technical writing
- Compliance, regulatory and risk analysis
- Problem solving
Certification
Certificate III in Hairdressing
TAE Certificate IV Frontline Management
Leadership Fundamentals
Team Leader Coaching and Development
Tier 2 Accredited
Mental Health First Aid
Timeline
Business Analyst- Data Management
Latitude Financial Services
10.2023 - Current
Business Analyst - Insurance
Latitude Financial Services
06.2020 - 09.2022
Operations Project Stream Lead
Latitude Financial Services
06.2019 - 06.2020
Operations Team Leader - Insurance
Latitude Financial Services
02.2016 - 06.2019
Quality Assurance Coach
Latitude Financial Services
01.2015 - 02.2016
Technical Writer
Latitude Financial Services
11.2009 - 01.2015
Subject Matter Expert - Home Lending Projects
GE Money
03.2009 - 11.2009
Customer Accounts Team Leader - Home Lending
GE Money
10.2008 - 03.2009
Customer Service Representative
GE Money
11.2007 - 10.2008
Greystanes High School