PENNY LIN
Summary
With 8 years of experience across technology, operations and customer experience roles in the financial services industry, I’m seeking an opportunity to apply my customer obsession, strong stakeholder management skills and analytical and creative problem-solving skills to take on new innovative projects.
Overview
8
8
years of professional experience
Work History
Business Analyst | Digital Home Loan Origination
Macquarie Group
01.2023 - Current
- Lead business analyst on an epic to uplift the UX and UI of the digital home loan application, contributing to an increase in application conversion by ~15%
- Created Google Analytics and Salesforce custom reports to gather and interpret application and customer behaviour data, inform designs and monitor post release measures
- Conducted interviews with key SMEs to understand and document business processes and clear user stories
- Collaborated with top level executives and key stakeholders to ideate opportunities for future state and seek endorsement on proposed solutions
- Collaborated closely with developers to determine solution designs and refine stories
- Facilitated feature kick-offs, daily stand-ups, sprint retrospectives and planning, pre-production testing and production releases
Business Analyst | Car Loan Transformation
Macquarie Group
01.2021 - 12.2022
- Led a feature that enabled real-time closure of loans, resulting in 1FTE reduction through the automation of manual operational tasks
- Queried and interpreted data and prepared presentation decks for senior leadership to seek endorsement on key decisions that led to the simplification of product and processes
- Key technology team support contact for the proof of concept and official launch for car loans on the new strategic platform
- Promoted within 1 year due to strong performance and positive feedback from team and stakeholders
- Liaised with key stakeholders understand and document current processes, pain points and requirements for future state
- Collaborated with engineers, service designers and architects to ideate solutions on the digital banking platform, PEGA and SAP
- Created test cases, conducted testing and supported business teams during UAT and PVT
- Facilitated feature kick-offs, workshops and demos with non-technical and technical stakeholders
Associate Manager
Macquarie Group
09.2018 - 01.2021
- Designed user-developed applications which streamlined processes, achieved AHT saving of 90 minutes per day and reduced operational and fraud risk
- Presented business process change proposals to key stakeholders for endorsement to decommission legacy operational processes, which reduced frequent remediation efforts and improved customer experience and team productivity
- Supported COVID payment deferral initiatives through training and managing the program’s core operational team remotely, and conducting user acceptance testing and providing subject matter expertise
- Created dashboards to monitor the team's workload and KPIs
Senior Associate
Macquarie Group
01.2017 - 08.2018
- Seconded in the Asset Finance Robotics team to identify business processes suitable for robotics process automation, map current state processes, document requirements and conduct cost-benefit analysis
- Performed back-office administrative tasks and implemented process improvements, including designing user-developed applications that automated manual processes, improved efficiency and reduced risk.
Associate
Macquarie Group
02.2016 - 12.2016
- Referred most amount of sales opportunities that resulted in car loan settlements ($350,000) between Mar-Dec 2016
- Provided exceptional customer service and consistently met KPI targets each month, which led to increased responsibilities including resolving customer escalations and performing analytical and remediation tasks.
Education
France Exchange Program -
Bachelor of Business - Accounting and Finance
University of Technology Sydney
06.2020
Higher School Certificate -
North Sydney Girls High School
12.2013
Skills
- Confluence
- JIRA
- SQL
- Google Analytics
- Salesforce Reports
- Figma
- Balsamiq
- Mural
- Visio
- Microsoft Office (Word, Excel, PowerPoint)
Extracurricular Activities
Sydney Social Basketball League (Div 1), 2018, Current Sydney Oztag Competition, 2019, 2022 Macquarie BFS Trivia Night – Volunteer, 2019 Sydney Social Netball Competition, 2016 Optus RockCorps – Volunteer, 2015
English, Mandarin, French
English (Fluent), Mandarin (Fluent), French (Conversational)
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
French
Elementary
Timeline
Business Analyst | Digital Home Loan Origination
Macquarie Group
01.2023 - Current
Business Analyst | Car Loan Transformation
Macquarie Group
01.2021 - 12.2022
Associate Manager
Macquarie Group
09.2018 - 01.2021
Senior Associate
Macquarie Group
01.2017 - 08.2018
Associate
Macquarie Group
02.2016 - 12.2016
France Exchange Program -
Bachelor of Business - Accounting and Finance
University of Technology Sydney
Higher School Certificate -
North Sydney Girls High School
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