Joiraj Natrajan

• Led service leadership activities across a complex banking environment, improving observability and monitoring practices to support earlier risk detection and stronger service health management.
• Conducted regular service reviews to assess stakeholder satisfaction, gather feedback, and identify service enhancement opportunities.
• Built strong working relationships with consumers and stakeholders through consistent communication and service engagement.
• Championed continuous improvement initiatives to strengthen adaptability, innovation, and service responsiveness across the domain.
• Developed service plans covering delivery strategies, performance metrics, and opportunities for enhancement.
• Maintained aligned service documentation to support compliance with ANZ standards and regulatory requirements.
• Implemented regular KPI tracking to monitor performance, identify gaps, and drive corrective actions.

• Defined the strategic direction and vision for SIAM, ensuring alignment with broader ANZ business strategy.
• Developed a service roadmap to guide the evolution of service capabilities and delivery outcomes over time.
• Partnered with business stakeholders to understand service needs and develop practical, effective solutions.
• Built strong customer relationships and used feedback mechanisms to improve service quality and stakeholder experience.
• Managed service performance against agreed metrics and standards to support accountability and consistent delivery.
• Collaborated with internal ANZ teams and vendors to resolve service issues related to design changes and operational delivery.
• Identified service improvement, innovation, and cost-saving opportunities without compromising service quality.

• Ensured successful delivery of ITIL services as per the strategy and roadmap outlined in contract while delivering value to Wealth business and technology stakeholders
• Manage a team of 12 onshore and 28 offshore resources
• Automated manual processes and time consuming tasks to reduce outages, improve service delivery and increase system efficiency and reliability
• Managing compliance, risk and vendor governance for technology operations supporting business targets
• Report and refine processes for Incident Management, Change Management, Problem Management and Service Requests as per ITIL framework
• Perform Root Cause Analysis (RCA) for critical issues (P1 / P2) to avoid reoccurrence of the issue
• Ensured that a governance and reporting structure was implemented to effectively manage the Service Levels
• Baseline the scope / requirement and define the In Scope and Out of Scope services to be delivered
• Compliance to Service Level Agreements agreed with the customer and partners
• Develop DR plans and conduct DR test to validate resilience of the environment and service continuity

• Analysed project requirements and built a team to lead successful delivery of 7 projects
• Lead agile delivery squads ensuring successful delivery of various stages including development, user testing, risk & stakeholder management, and deployment
• Formulate incentive schemes, reward and recognition programs and ensure their roll out
• Defined Key Performance Indicators for delivery and service performance
• Developed the reports on schedules, resources allocated man-hours required and actual vs projected results
• Compliance with the SLA's and process requirements in close coordination with the Transition Queue teams
• Collaborated with multiple teams to provide timely process and product updates
• Planning and scheduling the training in sync with the business requirements
• Implementing strategies to improve delivery, operations, control attrition and monitoring the business satisfaction levels.