Gowri Lakshmi Narayanan
Burwood,Australia
Summary
Accomplished HR Consultant and Process Improvement Manager with a proven track record at Victorian Public Service, enhancing operational efficiency and compliance. Expert in risk and control assessment, stakeholder engagement, and leading cross-functional teams to strategic success. Skilled in Agile and Waterfall project management, demonstrating significant workflow improvements and compliance management.
Overview
22
22
years of professional experience
1
1
Certification
Work History
HR Consultant
Victorian Public Service
03.2024 - 01.2025
- Conducted detailed workforce data analysis, leveraging insights to support strategic workforce planning
- Streamlined recruitment processes by managing candidate pools and collaborating with stakeholders to address operational challenges
- Provided tailored solutions and developed strategies for addressing resource gaps, ensuring alignment with organizational goals
- Engaged in stakeholder management and risk assessments to ensure data security and compliance with policies
Process Improvement Manager
Victorian Public Service
01.2022 - 06.2023
- Led implementation of a secure call recording system using AWS Connect for the CX team, ensuring VIC GOV privacy and security compliance with strict security standards akin PCI-DSS
- Procurement and Business Case: Collaborated with procurement, developed, and presented a business case for AWS Connect
- Privacy and Data Migration: Completed a Privacy Impact Assessment (PIA) and coordinated with the data team to securely migrate call data from Teams Telephony, ensuring PII protection
- Stakeholder and Scrum Team Management: Managed both internal and external stakeholders, led a cross-functional Scrum team, maintained project schedules, and addressed risks
- Training and Rollout: Delivered user training, conducted pilot testing, and oversaw rollout with post-implementation feedback for continuous improvement
- Coordinated GEMS CRM enhancements for the CX team, including: Developing and presenting a comprehensive business case to the Executive Director of the department, detailing strategic value and projected outcomes
- Drafting requirements and collaborating with the GEMS support team, clarifying specifications to align on technical feasibility and stakeholder expectations
- Conducted presentations on proposed CRM changes, obtained necessary approvals, managed enhancement requests, and ensured successful implementation with testing and training for internal users
- Managed a team of six - Led and mentored a team, including graduate officers, to achieve project milestones and align initiatives with strategic goals
Risk Management Consultant
Optimum Solutions Pte Ltd / Tata Consultancy Services
11.2010 - 07.2021
- Company Overview: Client: Citibank | Global Consumer Banking | Technology – Operational Risk and Controls (APAC/EMEA/NA/LATAM/Mexico)
- Conducted hands-on risk assessments of IT controls and operational risks within Citibank’s global projects
- Performed health checks on SDLC deliverables, ensuring adherence to compliance standards and identifying potential risks
- Facilitated Project Quality Assurance (PQA) reviews, embedding risk management practices and reporting findings to senior management
- Provided 'check and challenge' oversight for Enterprise Risk Management activities, ensuring adherence to NIST standards
- Trained global teams on risk management frameworks and compliance requirements, promoting consistent adherence to standards
- Certified as an Internal Auditor for TCS, conducting regular internal audits on TCS projects to ensure compliance with internal standards, producing audit reports, and publishing findings to support organisational governance
- Acted as a key contributor in developing internal audit guidelines and a review mechanism, improving audit quality and consistency
- Client: Citibank | Global Consumer Banking | Technology – Operational Risk and Controls (APAC/EMEA/NA/LATAM/Mexico)
Senior Quality Engineer / Process Analyst
iSOFT Pvt. Ltd.
06.2003 - 09.2010
- Led compliance initiatives for Lorenzo, a flagship healthcare IT product, aligning with ISO and CMMi frameworks
- Designed and implemented internal audit programs, building a pool of certified internal auditors
- Managed global release engineering processes, ensuring timely delivery to stakeholders
- Conducted and facilitated process quality training sessions across the organisation, focusing on the company’s Process Asset Library (PAL)
- Delivered specialised training on group-specific processes (e.g., configuration management, project management, risk management, change management) as well as general software management practices
- Managed end-to-end training logistics, including developing training schedules, organising venues and materials, collecting feedback, and collating metrics for analysis and reporting
- Mentored project managers and team leads on process improvement techniques, ensuring consistent application of quality standards across teams
- Managed process change requests and maintained the SCM repository for the Software Engineering Process Group (SEPG)
- Collaborated with cross-functional teams to identify opportunities for process improvements, driving continuous enhancements in quality and operational performance
Quality Analyst
Scope International
Chennai, India
09.2006 - 03.2007
- Defined and implemented ITIL processes, enhancing operational efficiency
- Mentored teams on process management and compliance standards
- Conducted monthly training sessions for new joiners, focusing on process management, compliance standards, and ITIL frameworks
- Mentored project managers and team leads on process improvement techniques, ensuring consistent application of quality standards across teams
Education
Bachelor’s degree - Science
University of Madras
Chennai, IndiaSkills
Technical Proficiency
- IT Audit and Assurance
- Risk and Control Assessment
- Regulatory compliance
- Audit Methodologies and Tools
- Analytical Reporting
- Stakeholder Engagement
- Team Leadership and Mentorship
- Multidisciplinary Engagement
- Customer Relations
- Project Management (Waterfall and Agile)
- Change Management
- Compliance Management
- Strategic Issue Resolution
- Strategic Vision
Affiliations
- ISACA (Information Systems Audit and Control Association)
- ISC2 (International Information System Security Certification Consortium)
Certification
- Certified Information Systems Auditor, CISA, ISACA
- Certified in Cybersecurity, ISC2
- Professional Scrum Master I, Scrum.org
Volunteer Experience
Community Language Teacher – Weekend Volunteering, Developed and delivered engaging lesson plans for Tamil language instruction, fostering a supportive learning environment., Demonstrated commitment to community development and education, showcasing alignment with Deakin University’s values.
Personal Information
- Nationality: Indian
- Visa Status: Australian PR holder with allowance to stay/work in any part of Australia.
Accomplishments
- I stood second in the ISACA Melbourne chapter for the CISA examination held during 2023
Languages
English
Full Professional
Tamil
Native/ Bilingual
References
References available upon request.
Timeline
HR Consultant
Victorian Public Service
03.2024 - 01.2025
Process Improvement Manager
Victorian Public Service
01.2022 - 06.2023
Risk Management Consultant
Optimum Solutions Pte Ltd / Tata Consultancy Services
11.2010 - 07.2021
Quality Analyst
Scope International
09.2006 - 03.2007
Senior Quality Engineer / Process Analyst
iSOFT Pvt. Ltd.
06.2003 - 09.2010
Bachelor’s degree - Science
University of Madras
Similar Profiles
Wayne NuttingWayne Nutting
Volunteer Support Officer at Victorian State Emergency ServiceVolunteer Support Officer at Victorian State Emergency Service
RAJAN SHARMARAJAN SHARMA
IT Support Analyst at Victorian legal Service Board+ Commissioner (VLSBC)IT Support Analyst at Victorian legal Service Board+ Commissioner (VLSBC)
ILEINI TALOAILEINI TALOA
Senior Advisor, Leadership and Development Workstream at Public Service Fale, Public Service CommissionSenior Advisor, Leadership and Development Workstream at Public Service Fale, Public Service Commission