Maliha Zakir

• Collaborated with stakeholders to define project objectives, criteria and data sources.
• Performed gap analysis to identify areas of improvement.
• Interacted with internal stakeholders to understand business needs and translate into requirements and project scope.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Surveyed stakeholders via PIR (Post Incident Report) to ascertain requirements and expectations for Annual Price Updates Process.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Applied honed problem-solving skills to analyse and resolve issues impacting business operations and goal achievement.

• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Created and developed detailed work plans to meet business priorities and deadlines.
• Supported clients with business analysis, documentation, and data modelling.
• Collaborated with clients to gather requirements and designed interfaces for automated data integration from third-party systems into relevant systems.
• Developed customized trade templates to capture specific information for various types of trades within system.
• Designed and implemented robust valuation processes for different types of trades, integrating external data necessary for trade valuation.
• Configured third-party software, such as Bloomberg, to import market-to-market prices for diverse trade types.
• Led cross-functional teams to plan and execute new system implementations, ensuring compliance, accuracy, and efficiency.
• Analyzed and optimized business processes, identifying areas for improvement and developing tailored solutions.
• Set up and configured relevant systems, including Allegro, for trade capture and data management.
• Managed CRM solution implementation project, encompassing requirements gathering, solution evaluation, customization, and implementation planning.
• Incorporated KYC (Know Your Customer), ABC (Anti-Bribery and Corruption), and credit check processes into CRM solution, ensuring compliance with industry regulations and best practices.
• Specialised in developing and implementing customized solutions that enhanced efficiency, productivity, and accuracy while maintaining strict compliance.

• Owned and prioritized product backlog.
• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Focused on building critical features up front in order to identify constraints and technical challenges.
• Coordinated with software developers to create custom applications and trackers to achieve client goals.
• Brainstormed with peers and other members of design team to determine enhancements and product features.
• Analyzed user feedback and implemented changes to product design.
• Collaborated with team of engineers to develop new products.
• Performed additional upfront discovery and design activity to refine and optimise current scope, aid subsequent sizing activity and certainty, in support to future Roadmap planning.
• Identify & document tasks required in the readiness for Internal workshops, collate the Business Process Model Language (BPML) into a single view in preparation for the Productisation
• Worked effectively in fast-paced environments.

• As the Product Owner, played a pivotal role in the project to implement Greenfield Energy within the Australian Utility market.
• Analyzed and assessed all the capabilities and functionalities of ORION.
• Documented both hidden and evident processing within ORION to facilitate a smooth transition to the new system.
• Led efforts to ensure a successful implementation of the Greenfield Energy project in the Australian Utility market.
• Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team.
• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
• Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
• Maintained and enhanced mainframe Legacy Systems, utilizing core technologies ORION and ENGAGE.
• Served as the primary point of contact for addressing technical or functional queries from business/customers.
• Managed the documentation version of the ORION blueprint, ensuring it was up-to-date for system upgrades and implementations.

• Responsibilities for Unbilled Accrual Project:
• Led the effort to address the issues related to Profit and Loss statements and actual billed amounts, particularly focusing on improving the end-to-end accrual process.
• Identified the challenge of "compounding accruals variance" on a month-to-month basis and recognized the need for a more robust and transparent process.
• Engaged in requirement gathering activities and formulated a high-level design approach for the Unbilled accrual model.
• Created comprehensive business process flow documentation, transitioning from As-Is to To-Be processes.
• Collaborated closely with Business Subject Matter Experts (SMEs) to understand their needs and requirements.
• Defined migration and mapping documents to ensure a smooth transition to the new accrual model.
• Coordinated with an offshore team, reviewing low-level design documents to ensure alignment with project goals.
• Developed a Service Management Model specifically tailored for month-end accruals, aimed at providing a clear and reusable end-to-end framework for both business and IT processes.
• Managed three distinct streams within the project: East Coast Electricity, East Coast Gas, and West Coast Gas for Unbilled Accrual.
• Established and maintained a direct relationship with Deloitte, collaborating on the conceptual design of the Month-end accrual model through workshops.
• Facilitated business requirements gathering in partnership with Deloitte, ensuring alignment between business needs and technology solutions.

• Organized and updated databases, records and other information resources.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Coordinated office events, seminars and meetings for staff and clients.
• Supported Back Office and Operations department functions through the identification of potential business improvements, critical system issues and the recommendation of solutions related to billing functions.
• Worked closely with key business stakeholders (internal and external) to gather and deliver initiatives under the Billing Integrity function as well as acting as an escalation point to resolve complex Back Office issues to minimise revenue leakage and billing inefficiency (portion of customers the business does not bill or does not bill correctly) by ensuring customers are billed in an accurate, efficient, and timely manner.
• Responsible for the completion of performance reviews for direct reports in conjunction with Operation Shared Service Manager input and assisted in the recruiting, hiring, training and development of the team.
• Conducted stand-ups, story elaboration, Sprint showcase, sizing exercise for each user stories, participated in Sprint Planning & Retrospective meetings
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.

• One NAB Plan - Simpler Bank and Customer Segmentation Projects:
• Managed multiple work streams, including customer segmentation and organization design, as part of the One NAB Plan.
• Oversaw the relationship with direct reports to GMs for data validation in the organization design process.
• Maintained a feedback Inbox for the employee consultation program, ensuring efficient communication and collaboration.
  - Updated organizational charts and backend job flow diagrams to reflect changes and improvements.
  - Demonstrated initiative by automating tedious and repetitive processes, resulting in cost and time savings.
  
  Australia Pacific Airports (APAC):
  
  - Served as a Lean Agile Analyst, providing valuable support to the project manager in Lean Agile, DevOps, and JIRA adoption.
• Conducted training sessions on the basics of Agile testing, JIRA usage, and other Agile engineering practices.
• Developed customized JIRA training work instructions tailored for Business executives and their teams within the organization.
• Collaborated with Agile teams within the Enterprise Application Group, assisting them in refining, defining, and achieving their transformation goals.
• Played a key role in fostering Agile and DevOps practices within the organization, contributing to process improvements and efficiency gains.

• Product owner for Bulk Hot Water end to end process, implementation of Bulk Hot Water Product and transition of bulk hot water process to business owners for EnergyAustralia.
• Conducted all aspects of the compliance review, including scoping, sampling, research, control testing, root cause analyses, and preparation of the final report.
• Lead the offshore team in the account set up activity and ensured it's kept on track and resolving dependencies. Managing the dependencies to ensure they are addressed quickly for resolution.
• Managed ongoing process and system changes with internal and external stakeholders to improve Bulk Hot Water process and to reduce weekly dependencies.
• Established process for sites where meters can't be read and aligned due to access and safety issues and negotiate a new process with Body Corporate to bill against the Master MIRN instead of child meters to resolve no access issue and established a process for chronic no access sites, by implementing an estimated reads process.
• Conducted regular reviews of operations and identified areas for improvement.
• Generated reports detailing findings and recommendations.

During my stint with AGL I have worked on following initiatives and my roles and responsibilities are listed below:

Customer Onboarding Business Analyst (Jan 2015 – June 2016)

• Simplified sales cancellation process to streamline manual reporting for weekly and monthly sales targets. This change gave visibility for undefined cancellation reasons which helped to reduce $50K unresolved cancellation cases.

CRM7 Project:

• Responsible for management of project to ensure that timelines are met, working closely with IT, ensuring the implementation of the roll out of a new system with effective supporting processes, procedures, and reporting within a very strict timeframe.
• Completion of new system testing life cycle from ST/SIT to PVT and Post PVT.

Process Analyst - Credit & Payments (Feb 2013 - Jan 2015)

• Successfully automated all collection letters and SMS contacts to be strategy driven rather than manually generated.
• Created an internal capability that allowed AGL to request customer's consent to distribute communications electronically has improved the customer experience and reduced cost to serve (vs. traditional mail).

Process & Exception Analyst (Nov 2010 – Feb 2013)

• Up skilled offshore team with failed DNP escalations which has helped reduce the volume of failed DNP exceptions.
• Managed failed DNP/gatekeeper process for the offshore team to ensure that an end-to-end documented process was available to the team to follow in line with AGL approved processes and objectives.
• Facilitate workshops for the introduction of new business processes.
• Successfully automated all collection letters and SMS contacts to be strategy driven rather than manually generated.
• Created an internal capability that allowed AGL to request customer's consent to distribute communications electronically has improved the customer experience and reduced cost to serve (vs. traditional mail).

Senior Credit Officer (Nov 2009 – Nov 2010)

· Managed a high-volume mass-market portfolio in line within AGL's credit guidelines.

· Conducted high level investigations on 200+ day old debt via the use of extensive skip trace processes & intensive SAP searches as well as engaging internal & external sources to obtain vital information.

· Implemented the disconnections process, field calls & meter investigations in the management of "Occupier Customer” accounts.

• Increased efficiency and team performance by implementing actionable process improvements.
• Conducted walk-through demonstrations of proposed process changes.
• Liaised with staff managers to collaboratively design process change implementation plans.
• Gathered documentation and created reports on assessed information.
• Analyzed and documented company processes for executive leadership and suggested areas for improvement.
• Produced documentation outlining process improvement solutions.
• Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
• Drafted human feedback tools such as questionnaires, surveys and interview scenarios to incorporate personnel needs and desires into process improvement.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Achieved performance goals on consistent basis.
• Maintained high volume of calls and met demands of busy and productive group.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Identified and contacted customers with overdue accounts to address payment status.