Silvia Zboinski

Responsible for delivering complex changes within the Financial Crime Transformation and Operations portfolio, ensuring KYC Operations are fully prepared for implementation. Changes span across technology, process, and policy, requiring strong risk awareness, stakeholder engagement, and governance oversight. Accountable for assessing impacts, managing Non-Financial Risks, and embedding sustainable solutions to maintain compliance and operational readiness.

Accountabilities and achievements

• Delivered end-to-end change activities for the implementation of the KYC Intelligence Toolkit into KYC Operations, ensuring operational readiness for monthly technology releases and coordinating with Retail Distribution for seamless adoption.
• Managed the migration of KYC Operations from Pega ASW2 to ASW3, mitigating risks and ensuring compliance with policy standards.
• Proactively identified, raised, and managed delivery and Non-Financial Risk (NFR) issues, ensuring timely resolution of mitigants and treatment plans, whilst maintaining adherence to risk frameworks.
• Triaged and assessed incoming change requests (“front door tickets”) from multiple business units, including Business & Private Bank, to evaluate potential impacts on KYC processes, to prioritise activities accordingly.
• Acted as a key liaison with the Business Assurance & Controls team, providing critical information for root cause analysis of REAL events and supporting remediation outcomes.
• Supported KYC Operations with BAU changes, ensuring minimal disruption to the team, and tracking success measures to ensure changes were successfully embedded.

Responsible for the end-to-end delivery of initiatives within the Customer Resolution and Remediation portfolio, driving process improvements through redesign and automation. Accountable for identifying and mitigating risks during implementation, ensuring compliance with governance standards, and embedding sustainable solutions. Partnered with stakeholders to prioritise initiatives, resolve issues, and deliver operational efficiencies that enhance customer outcomes.

Programs of work:

• Sept 2022 – March 2023: Breach Reporting for EMBR
• June 2021 – August 2022: Complaints Reimagined for Customer Resolution

Accountabilities and achievements

• Led initiatives across all phases of delivery—from scope definition to implementation and transition—ensuring operational readiness and embedding sustainable solutions into the business.
• Developed and implemented a Change Delivery Playbook to standardize processes across squads, recognized as best practice and presented to the Automation COE for broader adoption.
• Delivered a machine learning tool for ASIC Reporting within EMBR, enabling efficient identification of similar reportable situations to meet regulatory obligations. Managed risk assessments, process updates, testing oversight, and business adoption.
• Partnered with stakeholders to optimize processes and automate repetitive tasks, eliciting requirements and collaborating with the Data Science and Salesforce teams to implement two machine learning models for complaints indexing. Oversaw change management activities, implementation planning, testing, and post-go-live success measurement.

Responsible for the end-to-end delivery of strategic and regulatory initiatives within Credit Cards and Personal Loans, ensuring compliance and enhancing customer and banker experience. Accountable for assessing impacts, managing risks, and embedding sustainable solutions across processes and systems. Partnered with stakeholders to prioritise initiatives, resolve issues, and deliver outcomes aligned with governance and regulatory obligations.

Accountabilities and achievements

• Played a key role in implementing Wirecard (ANZ Travel Card) releases, managing scope reviews, impact assessments, change management strategies, testing, and post-implementation reviews to minimize risk and disruption.
• Engaged and collaborated with internal stakeholders across Operations, Contact Centre, AML, Technology, and other teams to maintain alignment on objectives and ensure smooth delivery of complex initiatives.
• Partnered with external vendor teams globally to prepare the business for frequent and irregular releases, prioritizing risk mitigation and customer experience.
• Delivered internal change management activities for regulatory and strategic initiatives, including communication planning and readiness assessments to ensure banker and customer impacts were well managed.

• Responsible for delivering major projects across Australian Retail, from discovery through to implementation. Accountable for conducting impact assessments, managing risks, and ensuring compliance with governance frameworks. Partnered with stakeholders to define requirements, prioritize deliverables, and embed sustainable solutions that enhance operational efficiency and customer outcomes.
• Accountabilities and achievements
• Contributed to the analysis phase of the Breakfree Remediation project, identifying quick fixes to mitigate operational risks and prevent further issues across Melbourne and Bangalore teams.
• Supported the Unfair Contract Terms project, leading internal and external change management activities including collateral updates, banker communications, vendor engagement, and customer communication strategies to ensure compliance with regulatory obligations.
• Played a key role in the development of the legislated 31-day Term Deposit product, managing stakeholder engagement and solution requirements across Retail and Commercial teams. Designed processes impacting 32 systems and collaborated on solution design to ensure operational readiness and governance alignment.

Responsible for providing business support and platform management for the Consumer Cards business. This involved system configurations of campaigns, understanding and translating requirements, and testing new functionalities to contribute to business growth.

Accountabilities and achievements

• Completed quality control checks throughout the end to end set up process of credit card campaigns, and post-launch, ensuring both business requirements and customer expectations were met.
• Built strong working relationships by liaising with Product, Portfolio and Marketing Managers across Consumer Cards to determine campaign goals, finding and recommending the best fit solution, and coordinating configuration changes in systems with Technology partners accordingly.
• Provided analysis and insight for the AMEX EPC Project, where new chip cards and PINs were issued to customers. There was a substantial volume of PIN mailers returning to ANZ. Following the recommendations I made the returned mail reduced from 346 to 27 within the first month.
• Was accountable for incident management for the Consumer Cards and VPS (Pre-Paid) Products, where I liaised with different stakeholders, identified trends and root causes, and prepared and distributed communications.

Responsible for end-to-end case management of customer complaints across ANZ’s products and services, ensuring timely resolution in line with regulatory obligations and service level agreements (SLAs). Accountable for investigating root causes and delivering fair and sustainable outcomes. Partnered with stakeholders to provide insights on complaint trends and themes, driving continuous improvement in processes and customer experience.

Accountabilities and achievements

• Managed end-to-end case resolution for complex complaints, applying strong negotiation skills, empathy, and regulatory knowledge to deliver fair and sustainable outcomes for customers and ANZ.
• Recognized by the CRC Leadership Team for contributing to a strategic initiative that offshored administrative tasks to the Bangalore Hub, delivering ~$35,000 in savings and enabling future offshoring of simple complaints.
• Ensured accuracy and compliance in all customer correspondence, conducting detailed reviews for clarity, completeness, and adherence to regulatory standards. Provided final approval for written communications prepared by colleagues to maintain quality and consistency.

Responsible for leading teams of 15–20 within Cards Solutions, focusing on delivering exceptional customer experiences and driving operational excellence. Accountable for coaching and upskilling staff, while managing managing performance. Partnered with stakeholders to resolve escalated issues, prioritize workloads, and implement process improvements that enhance service delivery.

Accountabilities and achievements

• Managed teams of 15–20 direct reports, ensuring operational efficiency, compliance with policies, and delivery of high-quality customer outcomes.
• Produced monthly reports on team performance, discretionary limit usage, and trend forecasting to support resource planning and strategic decision-making.
• Oversaw performance management through Coaching Plans, Performance Improvement Plans, and Development Plans, fostering continuous improvement and accountability.
• Supported the Leadership Team with administrative and reporting tasks, including creating communication packs and preparing department-level statistics and forecasts to inform planning and prioritisation.

Responsible for managing a high volume of complex customer enquiries, consistently aiming for first-contact resolution while ensuring compliance with policies and regulatory obligations. Applied strong problem-solving and communication skills to investigate issues, identify root causes, to deliver timely and effective solutions. Partnered with internal teams to escalate and resolve critical matters, maintaining a focus on customer experience.

Accountabilities and achievements

• Managed a high volume of complex customer enquiries, consistently achieving first-contact resolution and delivering a positive customer experience while adhering to quality and compliance standards.
• Collaborated with the Knowledge Management team to maintain accurate and up-to-date credit card product and process information in KnowHow, ensuring alignment with internal policies and governance requirements.
• Selected by the Solutions Leadership Team as Brand and Change Champion for ANZ Direct Solutions, driving engagement and communication during ANZ’s re-branding initiative.