Nesh Kandic
Sydney,Australia
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
15
15
years of professional experience
4
4
Degrees and Certifications
Work History
Senior Manager Service Design
University of Sydney
Sydney, New South Wales
07.2022 - Current
- Conducted interviews with stakeholders to define user stories, use cases and acceptance criteria.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Acted as an interface between IT teams and business users ensuring that all requirements were met while adhering to project timelines.
- Assisted in developing project estimates based on scope definition documents.
- Developed business requirements documents and functional specifications for software development projects.
- Identified needs of customers promptly and efficiently.
- Redesigned processes to maximize benefits and quantifiable improvement in business metrics and illustrate roadmaps to future projects.
- Maintained close relationships with stakeholders through regular communication regarding progress updates or changes in requirements.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Established processes to ensure efficient workflow throughout the organization.
Senior Product Owner
Commonwealth Bank of Australia
Sydney , New South Wales
02.2021 - 06.2022
- Maintained documentation related to the product lifecycle such as release notes, bug reports, and feature requests for the Customer Risk Assessment Model.
- Created user stories, acceptance criteria, wireframes, and prototypes for new products.
- Collaborated with stakeholders to define feature requirements and prioritize backlog items.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Communicated regularly with senior leadership regarding progress against key performance indicators.
- Performed statistical analyses to identify trends, variations, patterns and insights.
- Management of 2 direct reports (Business Analysts).
Senior Business Process Analyst
Insurance Australia Group (IAG)
Sydney, New South Wales
10.2021 - 01.2022
- Documented best practices related to business process management activities.
- Enacted new and re-engineered existing policies, procedures and processes to support improved practices across service delivery, sales development, business generation and long-term planning.
- Used process mapping to holistically assess business processes and determine opportunities for improvement.
- Monitored key performance indicators and utilized data analytics tools for insights.
- Acted as a liaison between multiple departments within the organization during projects.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Identified or monitored current and potential customers using business intelligence tools.
- Conducted interviews with stakeholders to gain an understanding of their needs and requirements.
- Assisted in developing strategies for improving customer experience through better processes.
Senior Business Process Analyst
NSW Department of Education
Parramatta, New South Wales
01.2020 - 09.2021
- Used process mapping to holistically assess business processes and determine opportunities for improvement.
- Collected and analyzed user stories and leveraged data to enhance and expand future process planning and solution strategies.
- Evaluated technology options such as cloud computing services or software-as-a-service.
- Conducted interviews with stakeholders to gain an understanding of their needs and requirements.
- Identified needs of customers promptly and efficiently.
- Assisted with driving strategy through development and implementation of new processes by working closely with upper management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Masters - Information Technology Project Management
Charles Sturt University
New South Wales11-2014
Bachelor of Business - Human Resource Management
Charles Sturt University
New South Wales03-2010
Graduate Certificate in Psychology - Applied Psychology
Australian College of Applied Psychology
New South WalesSkills
- Business Performance Management
- Resource Allocation
- Talent Development
- Strategic Planning
- Cross-Functional Collaboration
- Innovation Management
- Influencing and Negotiating
- Organizational Improvement
- Operations Management
- Value Stream Mapping
- Team Building and Motivation
- Cost-Saving Methods
- Critical Thinking
- Waste Reduction
- Process Automation
- Process Flow Diagram Development
- Process Validation
- Project Implementation
- Process Measurements
- Cycle Time Optimization
- Root Cause Analysis
- New Process Implementation
Affiliations
- Active with children's sports (AFL and Football)
- Tennis coach for junior squads
Certification
- Lean Six Sigma Green Belt - Cardiff University and Commonwealth Bank
- Design Thinking Certification - RMIT
Languages
Serbian
Native/ Bilingual
References
References available upon request.
Work Preference
Work Type
Full TimeContract WorkGig WorkWork Location
HybridOn-SiteRemoteImportant To Me
Company CulturePersonal development programsCareer advancementAccomplishments
- Supervised team of 30 staff members.
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Software
Salesforce
Guidewire
Nintex Promapp
Jira and Confluence
ServiceNow
Airtable
Miro/Monday/Slack
MS Suite including 360 and Visio
Interests
Tennis
Space and flight
Psychology
Timeline
Senior Manager Service Design
University of Sydney
07.2022 - Current
Senior Business Process Analyst
Insurance Australia Group (IAG)
10.2021 - 01.2022
Senior Product Owner
Commonwealth Bank of Australia
02.2021 - 06.2022
Senior Business Process Analyst
NSW Department of Education
01.2020 - 09.2021
Masters - Information Technology Project Management
Charles Sturt University
Bachelor of Business - Human Resource Management
Charles Sturt University
Graduate Certificate in Psychology - Applied Psychology
Australian College of Applied Psychology
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