Anh Tuan Ngo
Senior Performance Analyst
Melbourne,VIC
Summary
I am a confident senior performance analyst who takes pride in providing process and technical solutions to support business strategy and manage risk, ultimately improving engagement with stakeholders.
I would like to lead innovative and creative projects to improve customers’ experience through digital applications. I aim to act as a gatekeeper between stakeholders and IT experts to utilize the optimal technology products
Overview
24
24
years of professional experience
Work History
Senior Performance Analyst/Team Manager/Member Engagement Advisor
AFCA
03.2013 - Current
- Contributed to the data quality project to enhance data integrity and accuracy
- Developed and maintained Power BI reports to support business insights
- Established user stories to define business performance reporting measures
- Collaborated with an external consultant to create AFCA’s governance and data quality framework, including the Custodian framework and Information Assets Register
- Partnered with the data migration team to ensure processes and data are accurately mapped to the highest standards
- Worked with an external consultant to design and deliver AFCA’s first live, interactive member benchmarking report
- Assess quality and functionality of this application and potential impact of the user experience
- Engaged with AFCA members to provide support, validate feedback, and address queries related to the member portal and benchmarking reports
- Propose solutions based on resources and priority to address member’s feedback
- Tested and validate data, identifying and resolving process bugs within the AFCA digital transformation program
- Created, tested, and validated (UAT) additional reporting data points
- Explored AFCA’s first consumer portal to evaluate end-to-end data and reporting processes
- Contributed to internal and external process improvement discussions, collaborating with IT experts
- Prepared Chief Ombudsman briefs for meetings with members CEOs
- Prepared and provided dispute data presentations for banking, insurance and investment forums
- Provided monthly benchmarking reports to banking members, general and life insurers
- Engaged top25 members to obtain their forecast number of accepted disputes
- Analysed key performance information and report to the SLGs on dispute trends and organisational KPIs
- Develop and monitor performance framework, establishing key performance measures to track AFCA predecessor (FOS) performance
- Reporting of FOS data, including ASIC and Annual reports
- Supervised and mentored team members
- Procured and managed external resources for in accordance with FOS policy
Performance Analyst
Department of Human Services
01.2013 - 03.2013
- Proposed a standardised KPI measures for CenterLink, Child Support and Medicare call center
- Digital and Innovative unit
Senior Performance Analyst / Team Leader
DOJ
04.2009 - 12.2012
- Managed team members to deliver debt recovery projects including Section91, Direct Debit, SMS and other access database projects
- Established and Coordinated successfully all dashboard reports, business requirements and procedures, technical instructions including quality assurance process and contingency plans regarding website fines data publication, Infringements Court Stakeholder Performance, and Enforcement Order projects as well as studies of new infringement offences and Installment Payment Orders
- Provided guidance and training of team members
- Improved policy and process of the Infringements Court in issuing Court Orders by reducing a substantial amount of paperwork required and increasing defendant compliant rates
- One of the outcomes of the Infringements Court Stakeholder Performance dashboard report was a better relationship with the local councils following improved communications and expectations
- The Installment Payment Order study resulted in the revision of payment order guidelines of the Court
- The Installment Payment Order default rate decreased
- Strategic Information Services
- Infringement Management and Enforcement Services
Statistician (Business Analysis)
Department of Justice
07.2007 - 04.2009
- Rectified problems with the reporting system of the Infringements System Oversight Unit and recommended meaningful key performance indicators for the Victorian Agency Benchmarking report
- Developed accurate revenue forecasting models that assisted business planning and ensured an effective budget process, including sensitivity analysis for the expected number of infringements issued during2010-11
- Business Intelligence Unit
- Infringement Management and Enforcement Services (IMES)
Statistics/Business Analyst
Department of Justice
10.2005 - 06.2007
- Developed the District and State Level Statistics Packages, and incorporated accountability procedures and a forecasting tool to improve resource planning
- Promoted the Fairer and Firmer Fines Project to the Vietnamese Community through an interview with SBS live broadcasting
- Enforcement Management
Business Manager & Numerical Analyst
Australian Marine Ecology P/L (AME)
11.2003 - 12.2004
- Company Overview: Consultancy Firm & Specialists in Marine Ecological Research & Investigations
- Presented the Environmental Effect Statements (EES reports) with team members of AME to a Panel Hearing
- This included the Environment Minister, activists, lawyers and water and marine biology experts
- The AME technical reports - Environmental Effect Statements (EES) were approved and published on the Port Melbourne Corporation website www.portofmelbourne.com
- AME was continuously contracted on an ongoing basis to report on the dredging impacts for the Channel Deepening Project of Port Phillip Bay
Various roles
CitiPower/Origin Energy
04.2001 - 07.2003
- Contestable clients (approximately2,000 clients) describe those that consume a significant amount of electricity monthly, such as Crown Casino and Wilson Parking
- Each of these clients was appointed their own account manager to ensure the best service was provided
- Team Leader of Contestable Billing Team
Education
Master of Business Systems - E-Commerce focused
Monash University
Melbourne01.2003
Skills
- Leadership: Direction and drive to provide leadership and constructive advice
- Strategic thinking: Grasp concepts with a holistic view and in depth and detail Implement solutions systematically
- Interpersonal: Strong interpersonal skills, confident in articulating complex issues to a variety of stakeholders and motivating others to achieve desired outcomes
- Effective written (Dashboard Reports, Memorandums and Business Cases) and spoken communications (Coordinate brainstorming or workshop sessions, meetings and presentation of recommendations)
- Conceptual Analysis with the output of process mapping, prioritising or continuous improvement
- Analytical: Sound analytical skills with an emphasis on business and process requirements Vast experience in working with significant size of data used in datawarehouse, data cubes and business objects
- Modelling: Familiar with building risk/ advance business models in order to draw business solutions
- Research and Interpretation: Strong ability to interpret data and business requirements
- Stakeholder Management: Strong Customer Relations background and ability to influence various stakeholders to achieve business outcomes
- Forecasting: Proficient in forecasting methodologies
- Vast knowledge of various Microsoft Software packages, including Dashboard Reports, Datawarehouse (Diagram and SQL), PME, Business Object, , Map Info, Visio, In Design (Form Designing), @RISK, SPSS,SYSTAT (Analytical / Design Models), Surfer (Mapping)
- Project Management
- Excellent Organisational and Time Management Skills Ability to work well under pressure to meet deadlines with a high level of accuracy
References
Available on request.
Timeline
Senior Performance Analyst/Team Manager/Member Engagement Advisor
AFCA
03.2013 - Current
Performance Analyst
Department of Human Services
01.2013 - 03.2013
Senior Performance Analyst / Team Leader
DOJ
04.2009 - 12.2012
Statistician (Business Analysis)
Department of Justice
07.2007 - 04.2009
Statistics/Business Analyst
Department of Justice
10.2005 - 06.2007
Business Manager & Numerical Analyst
Australian Marine Ecology P/L (AME)
11.2003 - 12.2004
Various roles
CitiPower/Origin Energy
04.2001 - 07.2003
Master of Business Systems - E-Commerce focused
Monash University
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