Megan Harries

Throughout my professional journey, I have developed a profound understanding of project delivery, stakeholder management, and business process optimisation. I have led a multitude of intricate projects in the Middle Office and service delivery areas, consistently delivering tangible outcomes. Notably, I have successfully led over 500 projects for the Middle Office, showcasing my proven track record in project leadership and delivery. I manage a team of two Implementation Analyst. Attend the Release and Transition Board to make recommendations for the 4 stages of the project delivery.

Key Responsibilities

• My role as Service NSW Business Deployment and Optimisation I discover more efficient ways or working and improved workflows and systems. I work with stakeholders to determine priorities to deliver the
  initiative or project and consider the OPEX costing, estimate the volumes, FTE required, review Partnership Agreements to include MO included in the agreement.
• I work collaboratively with Project and Product Teams, Middle Office, Contact Centre, Service Centres, Customer Resolution, Service Centres, Partnerships, Salesforce Team, Knowledge Management, Training and other Service NSW streams and agencies to work more efficient ways of working through improved workflows and digital ways.
• Communicated clear targets and objectives to team members.
• Lead effective initiatives and developed strong relationships to achieve goals
  and deliver successful projects on time.
• Partnered with key stakeholders in assessing priorities, analysing performance indicators, and delivering strategic optimization suggestions.
• Successfully assisted in producing systems that met or exceeded customer expectations by planning, creating, testing and deploying an effective system
  life cycle methodology.
• Partnered with key stakeholders in assessing priorities, analysing performance indicators, and delivering strategic optimization suggestions.
• Executed Privacy Impact and Risk Assessments as part of the project lifestyle process
• Analysing complex problems and finding data-based digital solutions.
• Auditing and monitoring digital channels using data analytics tools.
• Collaborating with employees and stakeholders to improve processes and outcomes.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Managed and motivated employees to be productive and engaged in work.

Achievements

Delivery Excellence

• Project Safeguard: I conducted a comprehensive analysis of Middle Office transactions, pinpointing potential privacy risks. I promptly assisted the Project Team in leveraging these insights to achieve a favourable outcome for the Middle Office. This involved devising and implementing a process to eliminate personal information from G:Drive
• MP COVID SUPPORT: Established a new Team at Parkes Business Centre able to provide an immediate response and develop customised Salesforce templates, while also offering dedicated Hypercare Support to ensure complete adherence to the one day service level agreement. I demonstrate great care to promptly delivering these solutions, adhering to the project cycle principles and escalating complex enquiries to the Parliament Ministers Office.
• Toll Relief 2 and Toll Relief Rebate TR3: Supported the implementation and delivery worked collaboratively with the Product and Project Team. I forecasted volumes, funding costings, required FTE, defined processes, escalations with external stakeholders, organised training, Salesforce change requests, supported Hypercare to Middle Office to deliver a successful project and customer journey.

Delivered new initiatives, improvements to business as usual transactions for Middle Office following the project life cycle principles .Pioneered journey mapping initiatives with Middle Office Teams at all locations, facilitating in-depth comprehension of over 300 transactions and identifying key areas for improvement, risks, privacy, security and revenue reporting within Middle Office process.

Key Responsibilities

• Prioritised tasks while managing various projects, consistently delivering exceptional results.
• Identified and implemented necessary changes to improve project completion.
• Demonstrated strong communication skills in presenting progress updates and recommendations to stakeholders at various stages of projects.
• Monitored project deliverables to ensure adherence to timeline.
• Performed thorough assessments to identify and communicate risks, privacy, and security concerns to the project team.
• Performed end-to-end assessments for Business Readiness and Change Impact
• Enhanced the quality of Knowledge Articles and info@ directory through careful review
• Developed draft templates, secured approval, and facilitated their deployment in Salesforce
• Managed and facilitated Salesforce change requests while coordinating approvals
• Test in Sandbox Salesforce before production
• Implemented effective strategies for decision making
• Effectively communicate funding and impact to Middle Office.

Achievements

• Journey mapping all of Middle Office transactions: I identified risks, privacy, and security concerns and worked on preventing potential privacy and security breaches. I then cross-referenced the transactions across the Partnership Agreements. In my investigation, I found that Middle Office was not included in 60% of the Partnership Agreements and did not receive revenue from these high volume and lengthy transactions. After identifying this error, Middle Office was included in all new Partnership Agreements, and the agreements were updated by the Partnerships. Identifying Middle Office transactions has helped Service NSW stakeholders and agencies improve the customer service journey
• COVID-19 Assistance: Played a key role in supporting immediate COVID-19 assistance initiatives and updating public health orders to assist the Contact Us Page - info@ with up to date information on COVID-19 restrictions, border closures, lockdown, grants and deploying the Service NSW mobile app check-in feature, resulting in 8 million additional users downloading the app within days, enhancing contact tracing efforts and public health safety measures.

I maintained and enhanced change management processes. My role involved collaborating closely with stakeholders to define projects and facilitate working groups for successful initiative deployment. With a keen eye on risk management and budget, I support stakeholders through the change process, ensuring alignment with agile principles and a seamless transition to Business as Usual.

Key Responsibilities

• Stakeholder interaction directly with internal and external stakeholders to define initiative scope. Successfully facilitate working groups and meetings.
• Initiative deployment ensuring deployment successfully across the internal network. Conduct change impact assessment to identify and migrate risks.
• Change Management processes maintain audit and improvement change management processes. Assess, evaluate, coordinate, test, authorize, schedule, implement and review change.
• Demonstrated sound knowledge of RMS legislation and Policy through negotiation with RMS to correct wrong communications sent to registered vehicle operators, licence holders identify of major risks for Service NSW.
• Collaborated with cross-functional teams to identify opportunities for process improvements and increased efficiency.
• Monitored the Change Inbox daily, drafted Knowledge Articles and Newsflashes
• Delivered BAU initiatives and projects to the Contact Centre, Service Centre, Store in Store, Middle Office.

Achievements

Transitioning Federal Interstate Registration to National Heavy Vehicle Registration Scheme:

• I started working with Service NSW as a contractor when the National Heavy Vehicle Registration Scheme transition went live on 1 July 2018 and identified numerous risks. I handled very irate heavy vehicle owners who were unregistered in another state due to new legislation being introduced on 1 July 2018 for Federal Interstate Heavy vehicles and they could not renew their registrations.
• I trained staff on how to access Frontline Help efficiently with new policies, drafted news flashes, knowledge articles, and organised websites to be updated on the new policy. I arranged meetings for all stakeholders involved in the project and delivered presentations to the directors.
• Successfully transition over 3600 Federal Interstate Registered vehicles to the National Heavy Vehicle Registration Scheme and identified numerous risks. I assisted in resolving and managing over 500 complaints from irate heavy vehicle owners who were unregistered in another state due to the new legislation being introduced on 1 July 2018 and never received communication from the agency regarding the new legislation change, and they could not renew their registrations. With my heavy vehicle background and sound knowledge, I assisted with the project after going live and problem-solved the complaints to successfully deliver the project in a positive outcome for Service NSW and registered NSW customers.

DRIVES unplanned and planned outages

• I proactively identified the need for RMS to communicate with Service NSW. Taking charge of the change inbox, I ensured prompt notifications to Service NSW regarding planned outages or DRIVES releases. I established a robust relationship with RMS, actively participating in meetings, DRIVES releases, and UAT testing, and effectively coordinated the Service Centre for UAT testing. Additionally, I took the initiative to arrange banners on the Service NSW webpage to notify customers about planned outages. As a result of these efforts, customer complaints for Service NSW decreased, ultimately improving the overall customer experience.

Key Responsibilities

Managed daily registry operations in accordance with Critical Control Management guidelines and customer service. My dedication lies in providing outstanding customer service and constantly seeking ways to improve the customer experience. I can demonstrate a clear understanding of Licensing /Registration/Maritime Policy and Procedures, enabling me to motivate staff through guidance, embrace change positively, and provide direction, training, and mentoring to the team.

I have sound knowledge of DRIVES since it was introduced and previously worked as a DRIVES trainer and daily checking MIS Report looking for trends, errors, fraudulent transactions in accordance with Compliance and Governance.

Achievements

• Empowered the Team to transition to Service NSW to successfully gaining new roles
• Improved the morale and performance KPI's at the Registry in decreasing sick leave, bad performance, bad feedback due to the transition to achieve the Registry goals.
• Identified a trend of rebirth vehicles being established from interstate at Frenchs Forest and Warriewood Motor Registry due to auditing, MIS Report checking and noticing trends of different style customers attending the Registry late in the afternoon at closing time and Saturday morning.
• Transitioned and audited over 500 Metropolitan DVRS and MVRS agreements to Service NSW Castle Hill Business Centre when RMS closed.

• Coordinated Registry Services and ensured compliance with policies.

Achievements

• Identified a trend in customers attending the Registry and checking the MIS reports and rebirth vehicles being imported to the Northern Beaches with fraudulent engineer certificates due to my previous experience working with Heavy Vehicles Inspection Station I could identified the fraudulent certificates this resulted in the new policy and procedure being introduced and the Written Off Vehicle Checks and Unit being established.

Managed daily registry operations and customer interactions. Refer to role description below.

• Coordinated services and managed customer interactions.

Managed daily registry operations in accordance with

Critical Control Management guidelines. Worked at numerous Motor Registries in the Hunter and Central Coast area as the Motor Registry Manager.

• Leadership
• Problem solving
• Customer Service
• Human Resource
• Training
• Daily and Weekly reporting
• Contributed to budget planning efforts by forecasting resource needs based on historical trends and anticipated future demands.
• Having a sound knowledge using EWFM rostering , IMS – Human Resources, SAP – wages, payroll reporting
• Handling complaints on the counter with a positive outcome
• Responding to written complaints
• DVRS Agreements, maintaining, auditing, monitoring agreements with Motor Dealers
• Monitoring dealer on line processing
• Leadership
• Sound knowledge of Licensing and Registration Policy
• Cash handling and cash collections, reconciling the cash collections Registry at the end of day and Procedures, Frontline.
• Driver Testing allocations and supervising Driver Testers
• Promote and participate in team building and participate in the team environment to achieve targets
• Daily checking MIS Reports, monitoring fraudulent trends and auditing
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Achievements

• Onboarded Motor Dealers to the Driver Vehicle Registration Scheme (DVRS) and Dealer On Line, built strong relationships with Motor Dealers and trained their staff, completed on site audit inspections.

• Trained staff on the DRIVES system.

• Provided customer service and support.
• Established new and second hand vehicles
• Problem solving and sound knowledge of Heavy Vehicle Registration Policy and Procedures

• Operated data collection systems.