Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Training
Timeline
Generic

Ish Rahman

Sydney,NSW

Summary

Results-driven Senior Business Analyst with a proven track record at MLC, adept at stakeholder engagement and project management. Successfully led the implementation of digital advice tools, enhancing compliance and user experience. Skilled in process mapping and requirements elicitation, delivering value-driven solutions that improved operational efficiency by 20%.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Consultant

IQ Group
12.2020 - 03.2025
  • I worked as a Senior Consultant at IQ Group providing business analysis and project management services to several superfunds and fund administrators.
  • Engagements under IQ Group
  • Future Super
  • Project Manager – MLC Trustee transition
  • Developed high level project plans for the transition
  • Established Risks, Issues and Dependency registers
  • Facilitated As-is and Future state workshops to identify gaps in processes and solutions
  • Provided regular Project reporting to the Fund and Trustee stakeholders
  • Grow Super
  • Senior Business Analyst
  • Developed Standard Operating Procedures (SOPs) for Adviser Services
  • Identified gaps in the existing processes and develop solutions working with GROW and Australian Ethical Super
  • Finalised SOPs for approval
  • Vision Super - Active/Vision Super Merger (Successor Fund Transfer)
  • Project Manager – Merger Transition – Finance and Investment Stream
  • Facilitated and led planning and delivery of the activities within the Successor Fund Transfer of the two funds
  • Collaborated with key stakeholders at all levels of both funds to deliver key milestones within agreed timeframe and budget
  • Proactively managed Risk, Issues and dependencies for both Investment and Finance streams
  • Provided proactive and trusted counsel to both funds for successful program outcome
  • Aware Super
  • Senior Business Analyst /PM – Catalyst Program
  • Managed implementation of Investments requirements in Sonata Alta administration platform
  • Worked closely with solution vendors to address gap in solution
  • Facilitated Requirements workshops and ran Weekly delivery Stand-ups
  • Worked closely with testers to ensure solutions are tested end to end
  • As PM, project managed the delivery of Amazon Connect and Zendesk requirements for Aware Employer contact centres
  • CBUS Super
  • Senior Business Analyst/Project Manager – Media Super merger – Investments Stream
  • Managed non-functional requirements gathering for new investment options
  • Led implementation of 6 new investment options for CBUS
  • Managed multiple internal and external stakeholder (vendors) and SMEs to deliver requirements
  • Facilitated requirements workshops and ran Daily/Weekly delivery Stand-ups
  • Assisted in delivering Custody Transition of Media Super merger
  • Link Services
  • Senior Business Analyst – Insurance Super Remediation program for Australian Super
  • Conduct root cause analysis on Insurance related issues impacting members of Australian Super
  • Defined data requirements for analysis
  • Analysed data to estimate impacted members
  • Conducted premium calculation for impacted members
  • Socialised issue analysis and premium impact outcome with Business Lead and Project Manager for sign-off

Senior Business Analyst – Super Compliance Program

QSuper
12.2020 - 03.2021
  • Managed compliance projects requirements, including Transfer Balance Cap indexation and new APRA reporting standards across QSuper
  • Developed project plan aligned with delivery dates
  • Managed the project governance reporting, risks and issues tracking, quality reviews of project artefacts
  • Conducted business impact assessment, and collateral assessments
  • Lead and documented business requirements impacted by the change
  • Completed initial assessment of new APRA reporting standards and facilitated workshops with key stakeholders and SMEs to identify reporting requirements for the new APRA Data Transformation Phase 1.

Delivery Lead / Implementation Manager

MLC Digital Superannuation Advice, NAB
04.2019 - 06.2020
  • Project Description: Implementation, maintenance and enhancement of digital superannuation calculator that provides personal superannuation and retirement advice to MLC members, including production of a Statement of Advice that can be implemented as part of members retirement plan
  • Oversaw the end-to-end delivery and implementation of the monthly release a superannuation retirement projection tool (‘Digital Advice’)
  • Engaged with Product Owner, internal SMEs, Business Analysts and other key stakeholders, including Risk and Legal, to secure agreement and sign off on business requirements for upcoming releases
  • Liaised with Developers, UX Designers, vendors and testing resources during the build, testing and deployment phase
  • Directed and supervised internal teams and external technology partners and vendors to ensure successful solution implementation as per business requirements
  • Facilitated daily stand-ups with business and technical resources to ensure alignment with the overall goals and resolve key issues
  • Managed, monitored and controlled requirements pipeline, including the prioritisation of critical requirements
  • Mapped out and documented internal processes, identified current bottlenecks and offered recommendations for further improvement
  • Implemented key changes to the Digital Advice Calculator to ensure compliance with relevant regulations and legislation
  • Led, coached and guided UAT Testers to attain testing requirements as per timeframes and quality standards
  • Key Achievements:
  • Instrumental in relaunching the Digital Advice calculator in 2019, collaborating with key business and technology stakeholders, SME’s and vendors; successfully met both legal and regulatory reviews to relaunch the calculator after one year of being offline

Senior Business Analyst

MLC Wealth Separation Program, NAB
11.2018 - 03.2019
  • Project Description: Identify, assess, and analyse all wealth digital assets and collaterals that are impacted by the Wealth Separation program. Following the analysis, I was involved in writing requirements for the program and achieve signoffs from stakeholders across the wealth business.
  • Carried out in-depth assessments of collaterals across superannuation products impacted by the NAB/MLC Wealth Separation Program
  • Led requirements elicitation including documentation of business requirements for digital content and collaterals impacted by the MLC Wealth Separation Program
  • Liaised with business Subject Matter Experts (SMEs) and key stakeholders across Risk, Legal and Compliance units in the Bank and Wealth Groups to define impacts on several wealth assets due to separation
  • Developed processes maps that highlighted existing gaps between ‘as is’ and ‘to be’ or desired state
  • Drove change requirements with stakeholders across the Wealth Business to attain separation outcome
  • Worked as part of an Event Remediation team to determine root cause analysis and solution fixes from a program of work initiated from Royal commission findings
  • Engaged and worked with key stakeholders from Management Assurance, Risk, Legal and Tax to determine business solutions for non-reportable remediation events
  • Key Achievements:
  • Delivered collateral assessments and gap analysis for wealth products impacted by NAB/MLC separation program in a tight timeframe by working closely with a diverse group of stakeholders across the bank and wealth groups

Senior Business Consultant

Terra Firma Consulting
05.2014 - 09.2018
  • Engagements under Terra Firma
  • Senior Business Analyst, Home Network Innovation Program, Telstra
  • Facilitated requirements gathering for Home Wi-Fi solution with internal Telstra stakeholders, while also facilitating discovery sessions to define and secure agreement on the minimum viable product (MVP)
  • Designed Agile Kanban Boards to track requirements and progress, while also building and maintaining requirements backlog in alignment with a phased delivery
  • Developed and implemented new processes for new requirements
  • Built and sustained relationships with internal and external stakeholders to deliver requirements within the agreed timeframe
  • Key Achievements:
  • Drove key changes, including assisting with the team’s transition from the classic Waterfall Project to Agile Delivery approach

Senior Business Analyst, Employer Portal Project

REST Super
05.2017 - 10.2017
  • Facilitated discovery and elaboration sessions to establish high-level estimates and features for the creation of an employer portal for REST Super Employers
  • Assisted the Project Manager with the creation of the business case to support the Employer Hub project
  • Managed Minimum Viable Product (MVP) business requirements sign-off from all REST stakeholders
  • Key Achievements:
  • Successfully facilitated the decommissioning of legacy leads management database which involved the introduction of new processes and tools for managing leads
  • Delivered business requirements to design and deploy an employer portal for Rest Super

Senior Business Analyst / Project Manager, Wealth Digital Initiatives

MLC, NAB
05.2014 - 04.2017
  • Defined and established statement of work (SOW) with vendors, produced project plans, and administered and monitored financials and recharges
  • Oversaw enhancements on various digital superannuation and insurance advice tools and calculators, from eliciting business requirements to final implementation
  • Initiated and led discovery sessions with internal stakeholders across Risk, Legal, Tax and Management Assurance to establish requirements MVP for superannuation calculator enhancements
  • Wrote user stories for MLC online super and insurance digital enhancements as well as regulatory change requirements for the digital advice calculator
  • Facilitated stand-ups, sprints and retrospectives, as well as conducted requirements walkthrough and secure sign-off of business stakeholders across Legal, Compliance and Risk units
  • Directed multiple vendors and cross-functional internal teams to deliver solutions based on the agreed MVP
  • Acted as a Test Lead, implementing UAT and regression testing requirements enterprise-wide super and insurance online tool
  • Managed regulatory change requirements for various superannuation digital tools and calculators impacted by regulations
  • Established support processes for various digital advice tools by working closely with Advice SMEs and technology support teams as part of handover the project to BAU teams
  • Key Achievements:
  • Delivered digital changes for various regulatory and compliance projects, such as for age pension enhancement to MLC’s Online Advise Tools (super and insurance), which won the Chant West Award in 2015
  • Successfully facilitated key digital changes required to support MLC Super Fund separating from MLC Insurance

Senior Business Analyst, ICT Transformation Program

Westpac Banking Group
11.2013 - 03.2014
  • Documented current business processes and gathered and documented business requirements associated with contact centre technologies, including IVR, Call Routing, Call Recording and Speech Analytics, within Westpac and St George Bank
  • Facilitated requirements workshops with internal stakeholders and vendors to align requirements to proposed solutions
  • Assisted with the delivery of Business Requirements Document (BRD) within a tight deadline that was accepted and signed off by the project sponsor and key senior stakeholders
  • Documented all current ‘As Is’ processes impacted by the ICT Transformation program

Senior Business Process Analyst, Strategy & Operations

Telstra
04.2010 - 08.2013
  • Developed ‘as is’ and ‘to be’ process maps and drove improvements to current business processes, including assessing business readiness and managing stakeholder expectations
  • Drove process improvement initiatives to slash corporate bid cycle time from 30 days to 20 days
  • Led diagnostic analysis of process issues impacting sales and customer experience within Telstra’s small business dealer channel network while developing process improvement solutions, leading to dramatic improvements in dealer sales, customer experience and dealer productivity
  • Oversaw and managed the implementation of enterprise-wide Oracle APEX database to monitor corporate bids and improve productivity within the Enterprise and Government segments of Telstra more effectively
  • Simplified corporate bid management processes which assisted the Bid & Commercial Managers to deliver corporate bids in streamlined and simplified process environment

Project Manager, Sales Operations

Telstra
01.2010 - 03.2010
  • Administered budgets, tracked costs, developed project plans, and managed and negotiated with vendors involved in the implementation and rollout of call monitoring and quality coaching tools into 25 Telstra contact centres and industry partners
  • Managed call centre readiness, process changes and training schedules for contact centres earmarked for the new call monitoring and quality coaching application
  • Actively participated in selecting call monitoring and coaching application for Telstra via an extensive RFP process
  • Oversaw the implementation of workforce planning and forecasting tool within Telstra contact centres by successfully integrating technology and business processes and managing contact centre people readiness for this application
  • Implemented cross-skilling initiative of 100+ contact centre agents by integrating training, skills, and technology, leading to increased productivity and lower business cost

Business Analyst, Customer Access Project

Telstra
09.2002 - 12.2005
  • Helped develop Customer Access Interaction Strategy to reduce call transfers and increase revenue through cross-selling for Consumer and Business customer segments
  • Secured buy-in from various stakeholders on the proposed Customer Access Multi-Skilling Strategy to slash call transfers and increase revenue
  • Performed research and data analysis to identify improvements to customer needs and requirement processes

Contact centre Workforce Analyst

Telstra
09.2000 - 08.2002
  • Analysed trends in historical call centre data and produced forecast of customer call demand to meet contact centre resourcing needs
  • Optimised contact centre service levels and customer wait time by using real time data from workforce planning and resource management tools and applications

Education

Bachelor of Science - Computing Science

Macquarie University

Skills

  • Strong business analysis skills in evaluating and mapping out internal ‘as is’ processes, defining the future state (‘to be’ process), identifying deficiencies, pinpointing gaps and redesigning core business systems
  • Advanced stakeholder engagement capabilities: able to facilitate workshops to elicit requirements, drive consensus, map out priorities, and find a common solution that balances the competing demands of multiple stakeholders; lead the adoption of a consultative approach to stakeholder engagements whilst articulating the link between technology and business outcomes to secure buy-in on new technology solutions
  • Well-developed project planning and organisational skills with a track record of delivering projects within strict time deadlines and budget parameters leveraging strengths in cross-functional team leadership, resource allocation, budget administration and cost control; coupled with polished communication abilities and the capacity to foster strong relationships with stakeholders and external partners even in the most demanding projects
  • Leverage a ‘continuous improvement’ mindset to champion process reengineering initiatives, resulting in risk/defects reduction, improved collaboration, better communication and continuous delivery of value-driven solutions
  • Sound judgement to identify and prioritise current and potential issues and risks, whilst developing plans and controls to mitigate these; coupled with a proven ability to operate in an environment of uncertainty and incomplete information and make well-reasoned decisions
  • Technical skills: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), MS Project Visio, SharePoint including Jira and Confluence
  • Business Analysis
  • Requirements Gathering, Elicitation and Documentation
  • Stakeholder Engagement & Management
  • Requirements Workshop Facilitation
  • Project Planning and Management
  • Project Delivery and Implementation
  • Vendor Management
  • Change Management
  • UAT and Test Management
  • Process Mapping (‘As Is’ and ‘To Be’)
  • Budget Administration and Resource Allocation
  • Reporting and Documentation

Certification

  • Certified Scrum Master (CSM), Agile Scrum April 2017
  • ITIL V3, Foundation Certificate in IT Service Management September 2013
  • PRINCE 2, Foundation Certificate August 2013
  • Six Sigma (Yellow Belt), Process Improvement using Six Sigma September 2005

Affiliations

  • Agile Scrum Alliance
  • International Institute of Business Analysis (IIBA)

Training

  • Jira and Confluence, NAB March 2020
  • IIBA, CBAP Course (BABOK 2.0) July 2016
  • Agile Lean, Agile Lean Change Management March 2016
  • Agile Overview, NAB June 2015
  • Business Process Design & Implementation, University of Sydney May 2014

Timeline

Senior Consultant

IQ Group
12.2020 - 03.2025

Senior Business Analyst – Super Compliance Program

QSuper
12.2020 - 03.2021

Delivery Lead / Implementation Manager

MLC Digital Superannuation Advice, NAB
04.2019 - 06.2020

Senior Business Analyst

MLC Wealth Separation Program, NAB
11.2018 - 03.2019

Senior Business Analyst, Employer Portal Project

REST Super
05.2017 - 10.2017

Senior Business Consultant

Terra Firma Consulting
05.2014 - 09.2018

Senior Business Analyst / Project Manager, Wealth Digital Initiatives

MLC, NAB
05.2014 - 04.2017

Senior Business Analyst, ICT Transformation Program

Westpac Banking Group
11.2013 - 03.2014

Senior Business Process Analyst, Strategy & Operations

Telstra
04.2010 - 08.2013

Project Manager, Sales Operations

Telstra
01.2010 - 03.2010

Business Analyst, Customer Access Project

Telstra
09.2002 - 12.2005

Contact centre Workforce Analyst

Telstra
09.2000 - 08.2002

Bachelor of Science - Computing Science

Macquarie University

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