Krishna Bonela
Sunbury,VIC
Summary
Dynamic Project/Product Manager with ANZ Banking Group, skilled in orchestrating strategic change in cash transformation. Expertise in risk management and stakeholder engagement, successfully leading cross-functional teams to elevate customer experiences and operational efficiency, ensuring compliance and delivering impactful results in challenging environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Project / Product Manager
ANZ Banking Group
Docklands, Australia
01.2017 - Current
- Managed national self-service cash network for ANZ, driving cash transformation initiatives.
- Led changes in regulatory, operational, and customer areas across automatic cash devices and backend cash handling processes to enhance compliance and service delivery.
- Collaborated with CX, technology, risk, operations, and property teams to shape and implement changes that supported bank’s broader cash strategy.
Team Leader – Customer Connect (Hardship)
ANZ Banking Group
Melbourne, Australia
01.2012 - 01.2017
- Led a frontline team supporting ANZ customers experiencing financial hardship due to illness, job loss, or other challenging circumstances.
- Oversaw daily operations and case management, collaborating with credit, legal, and external support services to assess customer options and mitigate financial risk.
- Coached staff on handling sensitive conversations with empathy and active listening, enhancing their ability to support customers in vulnerable situations effectively.
- Resolved complaints while coordinating with credit to evaluate and manage risk for individual cases.
- Conducted quality assurance checks to ensure compliance with company standards.
Education
Bachelor of Science - Biotechnology
RMIT University
Melbourne, Victoria, VIC03-2006
Skills
- Project management
- Project Delivery
- Agile
- Agile methodology
- Scrum framework
- Waterfall
- Product management
- Product roadmaps
- Jira
- Jira and Rally
- Confluence
- ServiceNow
- Vendor Management
- Procurement
- Contract Review
- Due Diligence
- Risk Management
- risk assessment
- Processes & Risk
- Regulatory compliance
- Compliance
- Financial Crime
- Stakeholder engagement
- Stakeholder communication
- People & Communication
- Interpersonal communication
- Effective communication
- Change management
- Team collaboration
- Cross-functional leadership
- Team leadership
- Problem solving
- Critical thinking
- Data-driven decisions
- Verification testing
- UX research
- Requirements gathering
- UX optimization
- Project planning
Core Skills
- Project Delivery, Project and program delivery using Agile and Waterfall methodologies. Plans work, manages timelines, tracks progress, and keeps things moving.
- People & Communication, Working with different teams and stakeholders, explaining things clearly, leading teams, mentoring others, and running workshops to remove blockers when needed.
- Processes & Risk, Managing risk and compliance (including AML/CTF and financial crime), improving how things are done, writing up clear processes, and ensuring changes are adopted.
- Vendors & Tools, Managing vendor relationships, reviewing contracts, and performing onboarding through the procurement process, ensuring all due diligence requirements are met. Proficient in Jira, Confluence, and ServiceNow. Supports testing phases by running User Acceptance Testing (UAT), Business Verification Testing (BVT), and assists teams through go live.
Certification
Safe Agile
Timeline
Project / Product Manager
ANZ Banking Group
01.2017 - Current
Team Leader – Customer Connect (Hardship)
ANZ Banking Group
01.2012 - 01.2017
Bachelor of Science - Biotechnology
RMIT University