Summary
Overview
Work History
Education
Skills
Websites
References
Languages
Timeline
Generic

NANCY GRAOROSKI

MELBOURNE,AUSTRALIA

Summary

Seasoned Manager with broad experience in Operations (both Technology and Administration), strategy, leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions.

Skilled in building strong relationships across all levels of an organisation to achieve business goals. Motivational leader and organisational problem-solver with advanced supervisory, team building and customer service skills.

Experience stepping into roles and quickly making positive changes to drive company success. Offering many years of management expertise including staff training, development and continuous improvement. Focused and efficient with proficiency in reporting and budget adherence. Focused on using training, monitoring and morale-building techniques to maximise employee engagement and performance.

Hardworking and motivated professional with several years of experience and record of success in industry, including acquiring the AIST Excellence award for Best Member Facing Project of the year, and subsequently Best Direct Mail Campaign the following year. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximise productivity and optimise procedures , with a focus on employee satisfaction.

Overview

21
21
years of professional experience

Work History

Manager – Service Delivery and End User Computing

HESTA
Melbourne, Victoria
09.2021 - Current
  • Ownership: Responsible for the overall performance and quality of technology services provided to staff and consumers.
  • Business Management: A leading conduit between all business units (including C-suite) and Technology Operations for the purpose of business strategy development, operational needs translation, solution discovery, relationship management and service delivery.
  • Strategy Development: Work with Senior Management (including the General Manager of Technology and the Chief Operating Officer) on the development of the three-year strategy, along with creating a business wide infographic on our key strategy objectives for business consumption.
  • Enterprise Architecture: Key in developing a Multi-Channel Enterprise Architecture model, to align with the business strategy. Working with the Enterprise Architecture and Integration teams on a Resilient Data Service, API to streaming solution design and Multi-Channel Experience.
  • Leadership: Leading and supporting a team of nine, with responsibility of End User Computing, Technology Operational Services, IT Service Management, Modern Workplace and Service Delivery (encompassing of Zoom, MIRO, Atlassian, AWS, Dynamics 365, Sharepoint, Power Automate, Power BI, Slack and ServiceNow).
  • Business Partnering: Direct line management of the Technology Business Partners. Manage partner/vendor relationships and dedicated resources across multiple vendors and partners.
  • Accountability: Accountable for the development and maintenance of service level agreements (SLAs) in consultation with the business units to establish incident and problem resolution expectations and timeframes to meet business objectives, along with end-user computing enablement.
  • Service Management: Responsible for the development and implementation of action plans to address service gaps, or underperformance.
  • CX Delivery: A customer experience strategy laying out the actionable needs to deliver a positive, valuable, and differentiated customer experience.
  • Continuous Improvement: Develop (and subsequently maintain) process improvement initiatives across the team/business, with a view to increasing efficiency and customer satisfaction. This includes, but is not limited to, Enterprise Support Model, ITSM, Asset Management, Workflow/Case Management
  • Change Management: Developing a release plan and communication of new technology or capability within the current and new stack through facilitation and business communication.
  • Business Communication: Provide business updates, announcements or develop board papers on Technology updates.
  • Lean Canvas: Assist in building and facilitating the Lean Canvas forum, then overseeing the prioritisation of delivery.
  • Budgets: Manage annual budget and forecasting, optimising resource allocation.

Technology Business Partner

HESTA
Melbourne, Victoria
12.2020 - 09.2021
  • Support: Support the business with the right tools to enable focus on the things that matter, our members
  • Stakeholder Management: A strategic conduit between business units (across all levels, including the C-suite) and technology for the purpose of business technology strategy development, solution discovery, relationship management, and guidance on solution outcomes. This includes, but is not limited to, translating business problems into solution opportunities, providing options, and preparing recommendations for a way forward aligned with strategic deliverables.
  • Trusted Partner: An internal consultant, providing support in translation of strategic initiatives and objectives into realisable outcomes by ensuring the right technology resources and external partners are engaged.
  • Leadership: Manager of two Digital Workplace Engineers, along with coaching internal & external business stakeholders in the technology deployment, planning (annual, quarterly and monthly) and develop monthly prioritisation rituals ensuring there is a clear deployment path for a successful delivery of business initiatives.
  • External Partner Management: Participate in research in pursuit of new solutions and partner vendors, to evaluate the applicability and usefulness of current and potential future solutions. Manage ongoing relationships with key external partners and vendors.
  • Migration: Manage and coordinate the migration from current to new solutions within the business, including stakeholder change management, solution gathering, succinct scheduling/release and communication strategy.
  • Migrated the organisation from Sharepoint on premise to Sharepoint online in a sprint developed release plan that did not disrupt BAU.
  • Migrated Operations and Member teams to a new telephony platform through Amazon Connect, including building queues, call flows, training and ongoing support management.
  • Additionally, Phase 2 was integration to CRM (Dynamics 365), with enhanced features.

Business Integration/Project Manager

HESTA
Melbourne, Victoria
04.2017 - 12.2020
  • Project/Integration Management: Lead and manage the program of work for the HESTA operations and insurance re-design. Inclusive of a transition of insurer, with a budget of $1M - $2M, and Legislative Change Programs (Protecting Your Super and Putting Members Interests First).
  • Project Deliverables: Updates to the Core registry/ledger, creation of an API connected three-point integration layer, new member engagement processes and the development of two online portals. Draft and facilitate Operational Strategic Roadmap delivery, including Technology & Digital requirements and dependencies.
  • Planning: Create and manage scheduling, scope, deliverables and activities related to the project and operational deliverables.
  • Vendor Management: Facilitate and manage interactions and relationships with the Administrator, new Insurer and previous insurer.
  • Analysis: Identify and analyse member data trends, errors, segments and requirements with a view of business & project impacts. Evaluate anomalies and trends to gauge potential impact and remediation.
  • Customer Experience (CX): Workshop and facilitate Member (Customer Experience) journey mapping, to identify the baseline objective and exceptions consideration.
  • Business Rules: Creation and updating of Administrator and Insurer Business Rules to manage the Fund Administration.
  • Presentation: Create and present papers and packs to all levels of the business, including Executives, Steer Groups, Working Groups and internal/external BAU stakeholders. This includes Status Reporting, Project Planning, Data Analysis, Stakeholder and Customer impacts.
  • Reporting: Create & develop regular reports for stakeholders and presentation to vendors/partners, including Schedule/delivery tracking, Business Readiness, Decision papers, Release Run Sheet, Contingency Planning and Risk Management.
  • Knowledge: Develop a deep understanding of the business objectives (for internal and external stakeholders) advocating the product vision and build trust by maintaining an accurate and achievable roadmap.
  • Change Management: Develop timeline for customer, internal and external stakeholder engagement and communication. Working with Learning & Development implement training on Significant Event Notice (SEN), scripting, collateral updates and re-design impacts.
  • Accountability: Set clear expectations and goals for project team/s, with KPI measurements to be held to account for any slippage. Track progress against timeline, milestones and budget, revise as needed.
  • Impact Analysis: Create Member Experience Journey Maps (mapped from detailed Process Mapping) ensuring customer experience is seamless and simple.
  • Stepping up: With experience as a Business Analyst (BA), expected to step-up and fill the gap of a BA regarding detailed data analysis and error solution management, process mapping, Business Rule development and review of post go-live failures.
  • Negotiation: Focus on building and managing effective relationships with external stakeholders, ensuring our business receive the best outcome.
  • Engagement: Organise and facilitate Workshops, Working Group and briefing sessions, ensuring all relevant stakeholders are informed and engaged throughout the life of the Project, and track to Transition to BAU tasks.

Account Manager (Project Manager)

SUPERPARTNERS/LINK
Melbourne, Victoria
07.2012 - 04.2017
  • Building positive partnerships through humanistic and strategic vision, creating a better future for members
  • Operations: Understand and manage high-level all Operational product functions and offerings (inclusive of Administration, Contact Centre/s, Insurance and Claims, Employer Services, Finance, Investments and Online Services), with the direction and coordination of activities within business units concerned with the production and productivity
  • Relationship Management: Proactively manage the relationship with the client (with the Client Partnership Manager) becoming a trusted partner within their journey
  • Project Management: Oversee or manage activities directly related to making products or providing services through Project Management activities
  • Manage delegated client funded enhancements and operational initiatives, ensuring projects are delivered on time and within budget, with a track record of delivering mid to large scale projects ranging with budgets of $100K - $2MIL
  • Knowledge: Project work, data analysis, product enhancement, process re-engineering and delivery of contracted services has allowed me to support Client Relationship Manager to proactively manage, strengthen and develop our client relationship
  • Additionally, providing me with a breadth of understanding of the client’s vision and strategy
  • Cost Saving: Investigate and develop proposals for the Trustee on either growth or cost saving initiatives prior to formal change requests being submitted
  • Leadership: Manage a team of high performers directly, in addition to indirect management of staff, with the preparation and assignment of tasks based on skillsets
  • Budgets: Continuously assist in directing and coordination of the financial and budget activities to fund operations, maximize investments, and increase efficiency
  • Marketing: Direct activities such as marketing campaigns, coordinating with various business units, as required
  • Assist in developing or support in implementing product-marketing strategies
  • Revenue: Explore potential revenue and Business Development objectives; including responsibility for the support and understanding of the client’s objectives and identification/delivery of additional revenue through non-contracted services
  • Ensuring that all enhancements and projects being conducted for the Trustee are quoted in an accurate and timely manner, and ensuring the invoicing is actioned on completion
  • Facilitation: Conduct working groups on initiatives being implemented within the business that will have an impact on the Trustee, Operational Teams and relevant business stakeholders
  • Negotiation: Through building and managing effective relationships with internal and external stakeholders, ensuring a committed approach to delivering results and key initiatives for the client
  • Change Management: Leading operational enhancements that create efficiency and member satisfaction
  • Support: Successfully stepped in as a Project Manager on key initiatives, to ensure the organisation delivered to a high-quality result

Business Analyst

SUPERPARTNERS/LINK
Melbourne, Victoria
05.2010 - 07.2012
  • Business Intelligence: Utilise business intelligence and data to support recommendations for action, predictive insights and member/employer retention strategies
  • Whilst providing technical support for existing reports, activities and stakeholders
  • Reporting: Generate reports or communication summarizing business data for review by the business and/or its clients
  • Testing: Conduct or coordinate tests to ensure that intelligence is consistent with defined needs
  • Additionally create or review technical test programs/documentation to ensure the accurate output of data
  • Analysis: Identify and analyse data trends with a view of business implications
  • Evaluate analytical methods and procedures to determine how they might be improved
  • Resolution: Identify quality problems and recommend solutions, in addition to investigate or report questionable test results
  • Also an SME on various data related issues, cleansing and analysis
  • Management: Manage end to end delivery and quality assurance of all data related portions of Annual Statements, Record of Contributions (ROCs) and Employer Statements for a range of clients (consisting of HESTA, CBUS, MTAA and AUSFUND superannuation funds)
  • Application Knowledge: Extensive knowledge of the Microsoft Office applications, including macro-operations for Microsoft Access and Excel, along with SQL and UNIX
  • Stakeholder Management: Work closely with other areas of the business (internal and external parties) - stakeholder management
  • Business Processes: Creation and maintenance of procedural documentation, along with enhancements to current business process

Fund Service Co-Ordinator

SUPERPARTNERS/LINK
Melbourne, Victoria
05.2007 - 05.2010

Customer Service Consultant

SUPERPARTNERS/LINK
Melbourne, Victoria
02.2007 - 05.2007

Administration Manager

CD CARPENTRY
Melbourne, Victoria
03.2006 - 05.2007

Pre-Delivery Co-Ordinator/EA to Dealer Principal

MELTON TOYOTA/HARRISON FORD
Melbourne, Victoria
11.2005 - 05.2006

Accessories Merchandising and Buying Manager

JB HI FI
Melbourne, Victoria
11.2003 - 11.2005

Education

Certificate - Leadership Program

HESTA
11-2022

Hacking for Agile Change -

01.2018

Microsoft office - Project -

01.2017

Leading Business Success Program -

Swimburne
01.2015

Influencing through Negotiation Course -

01.2013

Skills

  • Exceptional communicator
  • Relationship building
  • Transformational leader
  • Outcome driven leader
  • Business administration
  • Innovation management
  • Staff development
  • Analysis and design
  • Documentation and reporting
  • Vendor management
  • Service Delivery/Management
  • Technology & Administration Operations
  • Project Delivery
  • Advanced competency in Microsoft Office applications
  • Technology solutions
  • Microsoft (inc Dynamics 365)
  • ServiceNow
  • Slack
  • Sharepoint
  • Zoom
  • Atlassian

References

Available upon request.

Languages

English
Native/ Bilingual
Macedonian
Full Professional

Timeline

Manager – Service Delivery and End User Computing

HESTA
09.2021 - Current

Technology Business Partner

HESTA
12.2020 - 09.2021

Business Integration/Project Manager

HESTA
04.2017 - 12.2020

Account Manager (Project Manager)

SUPERPARTNERS/LINK
07.2012 - 04.2017

Business Analyst

SUPERPARTNERS/LINK
05.2010 - 07.2012

Fund Service Co-Ordinator

SUPERPARTNERS/LINK
05.2007 - 05.2010

Customer Service Consultant

SUPERPARTNERS/LINK
02.2007 - 05.2007

Administration Manager

CD CARPENTRY
03.2006 - 05.2007

Pre-Delivery Co-Ordinator/EA to Dealer Principal

MELTON TOYOTA/HARRISON FORD
11.2005 - 05.2006

Accessories Merchandising and Buying Manager

JB HI FI
11.2003 - 11.2005

Certificate - Leadership Program

HESTA

Hacking for Agile Change -

Microsoft office - Project -

Leading Business Success Program -

Swimburne

Influencing through Negotiation Course -

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NANCY GRAOROSKI