INES BOYES
Sydney,NSW
Summary
Pragmatic and highly effective Senior Business Analyst and Business Analysis Chapter Lead with strong analytical, communication, problem solving and stakeholder management skills. Proven track record of successfully leading teams to deliver application enhancements, platform replacements and remediation projects across digital and legacy applications, implementing and embedding new ways of working and managing stakeholder relationships.
Overview
14
14
years of professional experience
Work History
Head of Digital Engagement – SME – Consumer
QBE Insurance
01.2024 - 11.2024
- Managing the customer and financial performance of QBE’s Small Business Insurance product
- Creating a digital product roadmap, cross channel strategy and product backlog
- Leading and motivating an agile delivery team as a Product Owner, to deliver features that improve the user experience of the digital application
- Analysing data and insights to ensure the right features are being implemented
- Monitoring competitor and market developments and completing ongoing analysis to ensure competitiveness
- Using external data from CRO and marketing agencies as well as internal insights from marketing and customer experience teams to inform product backlog decisions
- Ensuring that new features are validated through customer and AB testing, are well designed and deliver the desired customer and financial results
- Working with partner leaders to deliver digital referral partnerships
- Strengthening relationships with key stakeholders to maximise influence and achieve critical business objectives
Business Analysis Chapter Lead - Consumer, Transformation
QBE Insurance
10.2022 - 01.2024
- Leading and motivating a team of fifteen business analysts working on squads and discrete projects within the Consumer Value Stream
- Recruiting skilled business analysts and allocating them to squads based on their skillset
- Assisting leaders with designing the Agile Release Train and squads
- Supporting the team through significant ways of working changes and encouraging adoption of new standards and guidelines
- Facilitating Funnel Review and Epic Refinement ceremonies to assist leaders and business stakeholders refine their ideas, set priorities, and ensure continuous flow of work
- Working with Product Managers and Product Owners to create roadmaps and plan deliveries
- Presenting at and facilitating Continuous Learning and Improvement forums to train and guide cross functional teams
- Assisting Release Train Engineers and Agile Coaches with planning for and running Program Increment Planning events
- Creating dashboards to monitor and report on backlogs and flow of work for ten squads
Practice Lead, Transformation
QBE Insurance
04.2022 - 10.2022
- Leading and motivating a team of twenty-three business analysts working across different business units
- Recruiting skilled business analysts and allocating them to appropriate projects and teams to maximise value delivery
- Collaborating with senior stakeholders to ensure their business analysis needs are met in a timely and efficient manner
- Actively contributing to Transformation Office leadership team initiatives and planning discussions
- Setting and maintaining Business Analysis Practice guidelines and standards
- Mentoring junior business analysts and providing them with opportunities for development and progression
Senior Business Analyst, Transformation
QBE Insurance
09.2018 - 04.2022
- Leading and motivating cross functional teams to work together and deliver value to QBE’s Personal Lines/Consumer business
- Producing analysis deliverables on complex platform replacement and remediation projects
- Negotiating with and influencing senior business stakeholders to resolve issues and remove obstacles
- Effectively identifying and engaging with stakeholders from various parts of the business to ensure a successful implementation
- Guiding senior business stakeholders in identifying their strategic priorities and creating a pragmatic backlog which delivers greater value sooner
- Assisting Program Managers and Change Managers with creating project plans and schedules and identifying all impacted business areas
- Ensuring requirements for all impacted business areas are gathered, documented, and delivered successfully
- Motivating teams to collaborate and close integration gaps to guarantee a successful end to end implementation
- Contributing to and supporting process improvement initiatives and enthusiastically adopting changes to processes and tools to promote consistency of deliverables
- Assisting Practice Managers and Program Managers with recruitment and talent identification
- Mentoring, buddying, guiding, and supporting junior Business Analysts and those joining new business areas or the organisation
Business Analyst, IT Services
QBE Insurance
05.2016 - 09.2018
- Engaging with senior stakeholders to understand operational and financial objectives of QBE’s Commercial Lines business unit
- Eliciting requirements from business stakeholders to establish current state and future state processes for system enhancements ranging from small to medium size
- Creating functional specifications and documenting high level and detailed requirements using spreadsheets, flow charts and process maps
- Consulting with developers to map and validate solutions and ensure they meet business needs
- Managing expectations of internal as well as external stakeholders (including regulatory bodies) throughout the enhancement process to ensure quality targets and delivery timeframes are met
- Developing strong relationships with business stakeholders and engaging with them throughout the entire process to ensure readiness for user testing and implementation
- Preparing documentation and presentations for business SMEs to assist with implementation and change management
- Supporting the testing team and business users throughout the UAT period to complete all activities and deliver enhancements by the target date
- Providing support to users during Warranty periods and ensuring user uptake
CTP Claims SME, Guidewire Program
QBE Insurance
03.2015 - 08.2016
- Gathering documentation and creating supplementary materials to assist vendor business analysts and developers in understanding business needs on a major platform replacement project
- Reviewing current business processes, identifying opportunities for improvements, and designing a user interface to support them
- Participating in requirements gathering workshops and assisting in the creation of process maps and requirements documentation
- Reviewing functional designs and business requirements documentation to provide feedback and sign off
- Presenting business stakeholders with progress updates and gathering feedback
- Organising and facilitating UAT by engaging multiple business users to ensure readiness at implementation and encourage user uptake
- Performing UAT and raising and triaging defects based on business priority
- Working closely with two existing CTP Claims departments as well as a newly created one to champion operational process changes and influence employee behaviours in preparation for implementation
Case Manager, CTP Major Claims
QBE Insurance
04.2013 - 03.2015
- Managing a portfolio of complex liability and catastrophic injury claims
- Managing files with legally represented claimants and corresponding with solicitors, claimants, and government bodies
- Negotiating with plaintiff solicitors to successfully resolve claims and exceed financial targets for closures, cost savings and average claim cost
- Adhering to all Claims Handling Guidelines as prescribed by the Motor Accidents Authority and resolving disputes in a fair and timely manner
- Training less experienced staff members and providing advice on improving efficiencies
- Creating reports to assist managers in workflow management
Team Leader/Technical Claims Officer, CCI Claims
QBE Insurance
10.2010 - 04.2013
- Managing and prioritising workflow to ensure a team of five Claims Officers meets all SLAs set by our major partner as well as various other financial institutions
- Performing the role of Rotation Supervisor for 20+ graduates as part of the Graduate Program over the course of two years
- Training staff and ensuring new processes and systems are adopted and implemented successfully
- Analysing data to identify trends and creating reports and action plans to manage team and individual performance
- Collaborating with our major partner ANZ/Onepath as their point of contact for escalations and workflow management
- Delivering results to senior managers at QBE and ANZ/Onepath during roundtable meetings
- Identifying and implementing process improvements ranging from administration process improvements to major system and workflow management enhancements
- Collaborating with senior managers on major partnership agreements between ANZ/Onepath and QBE
- Participating in workshops and contributing to PDS re-writes as well as the development and implementation of new products as a subject matter expert
- Providing excellent customer service to claimants and our corporate partners as well as successfully resolving complex disputes
- Sharing knowledge across the organisation to streamline processes as well as implement more efficient ones
Education
Bachelor of Arts - Major in History and Philosophy
University of Sydney
Sydney, NSW01-2007
Skills
- Leadership
- Product ownership
- SDLC
- Waterfall delivery
- Agile delivery
- Digital engagement
- CX analysis
- UX/UI analysis
- Process mapping
- Process improvement
- Managing internal and external relationships
- Self-motivated
- Multi-tasker
- Strong problem-solving skills
- Strong negotiation and networking skills
- Excellent attention to detail
- Excellent written and verbal communication
Applications
- Single Page Applications (SPAs)
- Sitecore
- MuleSoft APIs
- Java based applications
- COBOL based applications
- Guidewire (PolicyCenter, BillingCenter, ClaimCenter)
- Dialogue (HP Exstream)
- Google Analytics
- Power BI
- Jira/Confluence
- Miro
References
References available upon request.
Timeline
Head of Digital Engagement – SME – Consumer
QBE Insurance
01.2024 - 11.2024
Business Analysis Chapter Lead - Consumer, Transformation
QBE Insurance
10.2022 - 01.2024
Practice Lead, Transformation
QBE Insurance
04.2022 - 10.2022
Senior Business Analyst, Transformation
QBE Insurance
09.2018 - 04.2022
Business Analyst, IT Services
QBE Insurance
05.2016 - 09.2018
CTP Claims SME, Guidewire Program
QBE Insurance
03.2015 - 08.2016
Case Manager, CTP Major Claims
QBE Insurance
04.2013 - 03.2015
Team Leader/Technical Claims Officer, CCI Claims
QBE Insurance
10.2010 - 04.2013
Bachelor of Arts - Major in History and Philosophy
University of Sydney
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