Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Awards
Volunteer Experience
Timeline
Generic

Susan Mackay

Melbourne,Australia

Summary

Senior Project Manager with a proven track record of delivering projects on time and within budget. Expertise in strategic planning, risk management, and effective stakeholder communication. Strong leadership and problem-solving skills utilized to navigate complex project environments. Dedicated to achieving excellence in program management and driving results.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Guest Experience Project/Program Manager

Crown Resorts
Melbourne, Sydney, Perth
08.2024 - 06.2026
  • Delivered multiple strategic initiatives to enhance guest experience across Crown Resorts in Melbourne, Sydney, and Perth.
  • Managed FY25 budget of $2.4 million, aligning expenses with objectives for multiple programs.
  • Developed FY26 budget of $1.7 million to support Crown's Service Excellence Program.
  • Produced comprehensive monthly reports for ten initiatives, ensuring transparency and actionable insights presented up to the CEO.
  • Introduced a structured Delivery Model utilizing Scaled Agile and Waterfall practices.
  • Engaged vendor Qualtrics to facilitate implementation and improve delivery outcomes.
  • Established regular communication cadence with Crown business and vendor for effective initiative prioritization.
  • Led engagement with Qualtrics and internal teams to successfully finalize Phase 1 of feedback management system.

Senior Project Manager/Release Train Engineer

National Australia Bank
10.2020 - 11.2023
  • Conducted progressive elaboration of complex technical changes, engaging teams across multiple domains for impactful initiatives.
  • Led delivery of complex initiatives using agile methodologies, including sequencing deliverables and reporting progress.
  • Engaged with various business units to successfully deliver initiatives such as Digital Mobile Banking Spending Categorisation ($5m), earning NAB the 2023 Digital Banker Global Retail Innovation Award.
  • Reviewed ACTI – Advanced Customer Transactions insights project ($4m) to enhance customer experience after previous failure.
  • Communicated Savings Goals progress to customers, introducing rewards for achievement of goals ($4m).
  • Determined scope and estimated costs for Carbon Footprint on Banking product transactions, presenting findings to executives of evidence-based recommendations against ~$8m technology investment due to immaturity.
  • Enabled Personal Lending digital applications to be passed through new Fraud Detection software, which uses advanced algorithms to identify suspicious activity and reduce potential lending fraud ($4m).
  • Proactive engagement with Business and Technical teams to promote Scaled Agile, such as organising workshops and defining communications for Personal Banking. Coaching and mentoring individuals and teams on new processes brought in to efficiently deliver outcomes smarter and faster, resulting in the identification of need for Agile Coaches to be employed to support the broader organisation.

Project Manager/Senior Project Manager

National Australia Bank
05.2017 - 09.2020
  • Delivery of business and technical change across Personal Banking and Cards.
  • Conducted complex stakeholder engagement from Executives to business and technical teams.
  • Robust scheduling and planning projects sustained my ability to deliver on time and within budget.
  • Selected by the Head of Consumer Cards to deliver the COVID-19 response for Personal Loan and Credit Card customers experiencing financial difficulty ($2m).
  • Delivery of tactical technical change to prevent customers from using Internet Banking to abuse others ($1.5m). Working with solution architects and designers to determine the future solution for Mobile Banking.
  • Enabling Apple Pay on NAB devices within 12 weeks of initiation (undisclosed budget).
  • Strong relationship with AfterPay to enable delivery of a pilot to enable AfterPay on NAB merchant terminals ($2m).
  • Delivery of a program of work as a direct result of NABs response to ASIC enquiries into Personal Lending with multiple initiatives across multiple years ($2m).
  • Unsecured Lending Comprehensive Remediation Plan delivered multiple initiatives including the following:
  • Regulatory Process Review and Controls uplift ($1.5m).
  • NCCP regulatory guidance uplift ($1.5m).
  • Assessment, categorisation, and closure of ~1.6k risk events that had been outstanding for several years ($2m).
  • Investigation, scope, and delivery of technical change to correct issues relating to Credit Card Balance Transfers ($1.5m).
  • Aligned the technology, business and marketing changes required deliver Advanced Analytics, which were new Personal Lending Cross Sell and Retention Marketing campaigns.
  • Engagement of Telstra and IBM to support delivery.

Project Manager

National Australia Bank
10.2016 - 05.2017
  • Migrated customers to enhanced rewards platform, improving benefits and satisfaction.
  • Collaborated with cross-functional teams to establish project requirements and scope.
  • Developed project plans and schedules utilizing Agile methodologies for efficient execution.
  • Facilitated stakeholder meetings to gather feedback and align project goals.

Implementation Project Manager

National Australia Bank
03.2016 - 10.2016
  • Deployment of technology to streamline migration of legacy FlexiCard product onto Visa Debit Cards.

Implementation Project Manager

National Australia Bank
10.2014 - 03.2016
  • Introduced IBM Qradar technology for logging and monitoring technical hardware and software.
  • Implemented changes across applications, operating systems, and databases for 50 technical teams to comply with Monetary Authority of Singapore requirements.

Education

Management Diploma of Business -

RMIT University
Melbourne, VIC, Australia

Project Management Certificate IV -

University of New England
Melbourne, VIC, Australia

Skills

  • Project management and strategic planning
  • Agile methodologies and risk assessment
  • Vendor engagement and sourcing
  • Stakeholder management and communications
  • Team leadership and direction
  • Data analysis and problem solving
  • Time management and initiative prioritization
  • Customer experience enhancement
  • Scope management and resource management
  • Cross-functional coordination and collaboration
  • Microsoft Office and Adobe applications

Certification

  • Leading SAFe in May 2024
  • NAB scaled agile from January 2020 to February 2023
  • Agile Fundamentals in August 2018
  • Leadership essentials in August 2012

Hobbies and Interests

Travel; walking; reading; scuba diving.

Awards

Global Retail Banking Innovation 2023, The Digital Banker, Oct 2023, Reach Award, Wendy Brown, May 2023, Own It Award, Stephanie Comito, Sep 2022, Respect Award, Alex Gallet, Aug 2022, Rise Award, Akhil Goel, May 2022, Peak Award, Adrian Khng, Oct 2021

Volunteer Experience

  • Digital Learning and Teaching Victoria, Consulting, 2024-05, 2024-12
  • Northvale Netball Club, Under 15's Netball Coach, 2023-02, 2023-12
  • NABility Carer Support Forum, 2023-09
  • Vision Australia Call centre, 2022-12

Timeline

Guest Experience Project/Program Manager

Crown Resorts
08.2024 - 06.2026

Senior Project Manager/Release Train Engineer

National Australia Bank
10.2020 - 11.2023

Project Manager/Senior Project Manager

National Australia Bank
05.2017 - 09.2020

Project Manager

National Australia Bank
10.2016 - 05.2017

Implementation Project Manager

National Australia Bank
03.2016 - 10.2016

Implementation Project Manager

National Australia Bank
10.2014 - 03.2016

Management Diploma of Business -

RMIT University

Project Management Certificate IV -

University of New England

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Susan Mackay