Parul Gupta
Point Cook,VIC
Summary
Dynamic and forward thinking change specialist bringing 5+ years of guiding organizations through transformations. Proven track record of successfully streamlining project deliverables and business operations by cultivating rapport with teams and individuals. Adept at analyzing change impacts to develop and deliver a robust changes strategy. Reliable and organised with hands-on approach attitude to resolve complex problems.
Overview
18
18
years of professional experience
Work History
Change Lead
My State Bank (Tasmania)
10.2023 - 05.2024
- Leading change activities for replacement of current digital platform (Mobile App + web) with a new one
- Coach and empower leadership team to be the change drivers across the organization by consistent, transparent and accountable engagements
- Restructured change team to achieve objectives within timeframes
- Design regular business updates from delivery executives and sponsor
- Facilitate risk workshops to identify delivery and introduced risks and formulate treatment plans
- Formed and chair a governed working group with representatives across the organization for alignment
- Formed a voluntary change champion network to assist with uplifting capabilities across the organization
- Engaged and facilitated staff focus groups to test the new digital platform, collect feedback and boost morale
- Prepare and deliver SteerCo and Board reporting
- Identify process gaps and improvement opportunities across the business
- Centralized all customer facing collaterals and process documentations for easier reference
- Vendor management for customer focus groups testing
- Create and oversee execution of change strategy and change plan
- Create and oversee execute communication + training plan
- Resource impact analysis and planning
- Coached and supported change analyst and communication analyst with customer, business and change impact assessment.
- Standardized best practices across various departments as a Change Management Lead through continuous process documentation review.
- Enhanced change management processes by implementing effective communication strategies and stakeholder engagement techniques.
- Built strong relationships with cross-functional teams, fostering collaboration and streamlined decision-making throughout change initiatives.
- Designed detailed impact assessments to identify potential risks and mitigate organizational disruptions during critical change projects.
- Evaluated existing change management frameworks, identifying areas for improvement and refining methodologies accordingly.
- Developed change management metrics for tracking progress and identifying areas of improvement, leading to overall organizational success.
- Led change project teams, providing clear guidance on roles, responsibilities, goals, timelines, and expected outcomes.
- Championed a culture of adaptability throughout the organization by promoting open communication, continuous learning, and flexibility in response to evolving business conditions.
- Influenced senior leadership buy-in for critical change initiatives through persuasive presentations and data-driven insights.
- Implemented robust governance structures to ensure consistency in approach across all facets of the organization''s transformation journey.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
Senior Operation Readiness Consultant/Change Manager
Bank of Queensland/Members Equity (ME) Bank
09.2020 - 10.2023
- Change and business readiness activities for all projects
- Led the change and business readiness to migration 58,000 home loans and 8,500 transaction facilities from a legacy system to the core banking system
- Led and supported business readiness for decommissioning of the legacy system
- Partly led change activities to centralize all customer servicing channels for all brands to a single cloud platform called Genesys
- Led the change activities to introduce hardship comprehensive credit reporting
- Detailed change impact analysis to understand customer and business impacts
- Identified and engaged stakeholders with clear roles and responsibilities agreed with executives
- Regular check-ins with senior leadership teams to support transition and drive change mindset
- Supported the chair by managing working group governance with organization wide representatives
- Created and oversaw execution of change, communication and training plans
- Planned, scheduled and facilitated over 50 training sessions to deliver effective and regular training
- Created general and targeted training materials for leadership briefings and staff training
- Facilitate numerous workshops to optimize business processes
- Created clear and easy to understand documents
- Design regular business updates from delivery executives and sponsor
- Supported risk manager by facilitate risk workshops and designing treatment plans for change related risks
- Formed a voluntary change champion network to assist with uplifting capabilities across the organization
- Supported website, collateral, and process updates across various internal and customer facing channels
- Stepped up in the absence of product owner
- Guided and supported business for work force planning
- Supported business transformation lead with SteerCo reporting
- Worked closely with the internal audit team
- Boosted team engagement and morale by organizing social events
- Designed business process for information retrieval
- Balanced stakeholder expectations with project deliverable around SLA’s
- Facilitated post implementation reviews for all projects along with the project manager.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Created and developed detailed work plans to meet business priorities and deadlines.
Change Manager
Environment Protection Authority (EPA)
07.2019 - 09.2020
- A new Environmental Protection Act was passed through government, fundamentally changing the way EPA operated
- The act launch schedule was pushed from June’20 to June’21 given the current pandemic conditions
- Led the change activities to re-launch AirWatch website in December 2019
- Built and executed change strategy to re-launch the website
- Engagement with all impacted government partners and regulatory bodies
- Effectively collaborated with customer advocate groups
- Successfully organized road shows across all regional office
- Built and executed internal communication and training plans
- Prepared and delivered presentations
- Supported project team with planning, defects management and business engagement
- Set up and managed JIRA using agile methodologies for change activities
- Manage program-level communications via SharePoint, newsletters and the project Yammer page
- Authored and distribute key messages to Leadership Team, on a weekly basis
- Post implementation review
- Planned and partly led the change activities for new Waste tracker roll out across Victoria
- Build the change strategy
- Set up change team structure for stream
- Build RACI and change impact analysis
- Facilitated workshops with industry advocate groups to collect input and endorsements
- Ran a hugely successful prototype pilot with industry leaders
- Prepared and delivered presentations
- Actively involved in project planning and system testing
- Worked closely with the delivery partner.
Change Manager – Spatial Services Transformation
Department of Environment, Land, Water and Planning (DELWP)
05.2019 - 07.2019
- Short-term contract to prepare business case for funding to transform Spatial Services function at DELWP
- Change strategy and communication plan for Spatial transformation business case
- Stakeholder analysis and engagement to endorse the proposal for funding
- Communication strategy for decommissioning activities – data centre to Amazon Web Services (cloud).
Business Analyst and Change Manager
Latitude Financial Services/GE Money
04.2018 - 03.2019
- LFS initiated a collections overflow model and outsourced part of their credit cards portfolio to Collections House in Brisbane
- I played (multiple) key roles in the success of this project including being the primary contact for Collections House and all other parties involved
- The team was recognized for delivering the project under budget and in a record time of 9 months
- Managed and supervised all change management activities
- Facilitated numerous workshops with vendors and internal teams to meet requirements
- Reviewed Request for Proposal from two vendors, assisted business and procurement team in analysis and decision making
- Contract reviews
- Analysed system and business requirements and prepared business requirement document
- Worked closely with the vendors and technology team to effectively automate the entire process
- Site visits to conduct vendor assessments and relationship management
- Actively involved in system testing and implementation planning
- Internal and vendor’s business readiness by preparing communication and implementation plans, supervising training material and updating internal policies and communication
- Supported toll gates and project management co-ordinator in the absence of project manager.
Operations Stream Lead and Change Manager
CITIBANK
06.2017 - 03.2018
- CITIBANK purchased the COLES credit card portfolio from Wesfarmers
- COLES was a legacy product financed by GE Money until April 2014 and serviced until March 2018, with a customer base of 2.1 million at the time of migration
- The team won the CEO award for successfully closing the project with no business interruptions for LFS
- Managed and supervised all change management activities
- Facilitated and participated in over 50 workshops with various stakeholders to plan the disengagement
- Led LFS operational changes from originations to debt sale
- Worked closely with CITI and COLES counterparts for a smooth transition
- Conducted resource impact analysis with finance and work force teams for all impacted departments
- Engaged and worked with numerous vendors like AU POST, Fuji Xerox, Westpac, Equifax, Illion and Veridian for disengagement activities.
Communication Analyst
CITIBANK
12.2016 - 06.2017
- FALCON system upgrade.
External Dispute Resolution Manager
CITIBANK
01.2011 - 12.2016
Loss Recoveries Team Leader
CITIBANK
10.2009 - 01.2011
Credit Card Collections Team Leader
CITIBANK
11.2006 - 10.2009
Education
Bachelor of information Technology -
Charles Sturt University
01.2004
Skills
- Genesys Contact Centre System
- Customer Relationship Management (CRM)
- FIGMA
- Yammer
- Lucid
- Workday
- Jira
- Confluence
- Office 365
- Agile Methodology
- Waterfall Methodology
- Release Management
- SharePoint
- Change Management
- Business Readiness
- Consistently recognised for delivering goals under high pressure
- Ability to connect with stakeholders
- Communication – written, verbal and presentation
- Time management
- Problem solving – Analytical and Creative
- Decision making
- Influencing and negotiating
- Stakeholder and relationship management
- Leadership and Coaching
- Conflict management
- Planning and Execution
- Adaptable and Resilient
- Relationship Management
- Influencing skills
- Change Management Methodologies
- Analytical Thinking
- Data Analysis
- Project Planning
- Process Improvement
- Idea Development and Brainstorming
- Process Analysis
- Organizational Development
- Training and coaching
- Technical acumen
References
Referees are available upon request.
Training
- Tier 2 General Knowledge Insurance, Kaplan Training, 2014
- Six Sigma White Belt training, GE Capital, 2006
- Influencing Skills at GE, 2005
Timeline
Change Lead
My State Bank (Tasmania)
10.2023 - 05.2024
Senior Operation Readiness Consultant/Change Manager
Bank of Queensland/Members Equity (ME) Bank
09.2020 - 10.2023
Change Manager
Environment Protection Authority (EPA)
07.2019 - 09.2020
Change Manager – Spatial Services Transformation
Department of Environment, Land, Water and Planning (DELWP)
05.2019 - 07.2019
Business Analyst and Change Manager
Latitude Financial Services/GE Money
04.2018 - 03.2019
Operations Stream Lead and Change Manager
CITIBANK
06.2017 - 03.2018
Communication Analyst
CITIBANK
12.2016 - 06.2017
External Dispute Resolution Manager
CITIBANK
01.2011 - 12.2016
Loss Recoveries Team Leader
CITIBANK
10.2009 - 01.2011
Credit Card Collections Team Leader
CITIBANK
11.2006 - 10.2009
Bachelor of information Technology -
Charles Sturt University
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