Vinish Pillai

Title: Collateral Critical Risk Priority (CCRP)

A Collateral is any artefact that provides the product and service information to customers. CCRP is an initiative from Westpac with an objective to ensure the information shared with customers is complete and accurate to reduce the financial, regulatory, reputational and operational risk of all Consumer Finance related collaterals through an extensive review of it to uplift and/or simplification of processes and controls where required and to have a single source of truth in Collateral Library.

Responsibilities

• Reviewed Collateral Library for opportunities to consolidate, streamline and close redundant items with a digital outlook.
• Identified and addressed any gaps with completeness, accuracy, compliance, distribution and retention of collaterals.
• Evaluated existing controls associated with the collaterals to validate existing controls and define new controls or uplift existing ones to ensure collaterals are reviewed periodically and is in sync.
• Executed analysis of risks and identified risk mitigation strategies.
• Created customer journey for each collateral based on different channels available for customers.
• Synthesized current collateral usage and contents to produce reports and presentations, highlighting findings and recommending changes to obtain sign off on the review.
• Collaborated with multiple stakeholders across the business unit from various business functions, risk, legal, marketing and multiple systems for collaterals related to credit card and personal loans.

Title: Enterprise Business Continuity Management (BCM)

BCM is a NAB's initiative to be more resilient and keeping bank and it's customers safer in a disruption event. It is intended to provide better visibility of BC programs across NAB, better coordinated disruption responses and automated reporting and insights by moving all business continuity activities currently managed manually into a tool with automated workflows, notifications and approvals.

Responsibilities

• Assessed existing business processes and Interacted with internal stakeholder and customers across NAB and BNZ to understand business needs and translate into requirements and project scope.
• Facilitated workshops with Business Stakeholders and tool specialist from KPMG to ensure requirements are realized to the best potential of Archer tool used to deliver the capability.
• Documented requirements, procedures and published new business processes and collaborated with sponsors and business to get the required approvals in a timely manner.
• Planned and chaired stakeholder management meetings with key business stakeholders to keep everyone aligned and updated on project status while maintaining action and decision register to have open communication and quicker resolution of open questions and decisions.
• Worked closely with business and tech stakeholders to define Hypercare support model and BAU support model to assist business with rollout to entire bank.
• Facilitated Business Acceptance testing and worked through the feedbacks to refine, prioritize and get the approval on enhancements ensuring all the required controls and obligations of APRA are in place for go-live.
• Created business run sheet, assisted in business verification Test for business readiness along with facilitating hypercare meetings during pilot period to ensure project is a success.

Title: Anti Hawking Initiative
Objective
Anti Hawking is a compliance initiative to implement the legislation passed by government based on the recommendations of Financial sector reform act. It is intended to provide consumers with greater control over their decisions to purchase financial products by determining how they want to be contacted and the kinds of financial products they are offered. It's obligations will prevent pressure selling of financial products and discourage techniques that may detract consumers from making informed decisions.

Responsibilities

• Interacted with Regulators and external legal consultations to understand and interpret the anti hawking legislation.
• Facilitated workshops for all business units within bank to understand the anti hawking obligation to complete the impact assessment.
• Collaborated extensively with risk specialist, change manager, learning specialist for each business units to create/update the impacted procedures, staff scripting, marketing materials, customer documents and training materials for staff.
• Created Decision tree and process flows to assist staff in adhering to anti hawking obligations.
• Facilitated the discussions with third party distributors to manage the expectations and required change of process.
• Worked closely with solution architect and UX designer to ensure the technology solution is aligned to the business need of obtaining and managing anti hawking consent from customer.
• Defined the business continuity process for staff in the event technology solution is not accessible.
• Created a checklist/heatmap for business readiness and worked with all the business units to ensure bank is holistically ready to abide by anti hawking legislation by October 5th.

Title: Onboarding partners for multiple business Industry, Data driven customer journey improvements and Process automations

Objective

iSelect is one of leading aggregators in Australian comparison market offering customer better recommendations to save effort, time and money. The objective was to increase breadth & width of partners on iSelect panel and to improve customer experience along with conversion rate. It involved extensive collaboration with multiple new and existing partners of various industry from vision to delivery. There was a great emphasis on retaining customers and removing friction points for a better customer journey based on data driven models. It also included government regulatory changes and compliance changes with tight deadlines. In addition to this many process automations were done to increase efficiency of users.

Responsibilities

• Focused on building critical MVP features up front to identify constraints, technical challenges and to maximize outcome.
• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Executed analysis of risks and identified risk mitigation strategies.
• Interacted with multiple external partners to understand business needs/models and translate into requirements and project scope.
• Interacted with all internal stakeholders and business functions as part of achieving end to end strategic goal of product.
• Defined, monitored and inspected key metrics to measure outcome of features and adapt in line with product goal.
• Analyzed sales, profitability and market conditions and presented findings in cohesive format.
• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement and automation.
• Analyzed customer behavior and patterns on website based on Adobe reports and suggested recommendations to increase number of customers complete journey.
• Mentored and guided other business analysts in problem solving and critical thinking skills in an agile environment.
• Wore multiple hats of Product Owner, Delivery Lead, Release Manager, Scrum Master as and when required to achieve commitments.

Achievements

• Increased percentage of customers completing online journey and lead capture journey by 6.2% and 4.7% in General Insurance vertical by removing friction points and optimizing customer journey.
• Reduced sales leakage by 3.6% in Energy vertical by introducing real time sale processing.
• Increased developers, data analysts and commercials efficiency by removing manual steps and dependencies in existing process by automating process.
• Involved in increasing list of partners by more than 10%.

Project Title : Salesforce Remedy Migration/Multi System Digital
Integrations

Objective
NBN with vision to have better customer experience on issue resolution, came up with initiative to implement Single Pane of Glass for Customer Assurance operators to enable them to resolve customer issues more efficiently and promptly with better decision making capability. This will allow operators to manage all their required tasks from one system rather than swivel chairing to multiple systems and taking decisions based on live rich unified data available on single view.

Responsibilities

Analyzed current process, deep diving into capabilities and limitations of existing process and systems in place.

• Facilitated brainstorming sessions with multiple stakeholders to capture all objectives for proposed process.
• Re-imagined business process to address existing limitations and gaps to realize proposed business outcome by following data driven approach to integrate multiple applications using micro-services API and leverage machine learning capability of data analytics to provide live data of services and network of customer to operator.
• Defined and facilitated hypothesis of utilizing digital capability like Robotics Process Automation(RPA), Micro-services API, Machine Learning for team to perform experiments and POC to quickly learn and assess possibilities and continuously improve propose solution over iterations to enhance business process and customer experience.
• Developed process mapping of current and future business processes.
• Created Operator Journey map which was realized, analyzed and refined over iterations for entire team to have holistic view and drive maximum value.
• Collaborated with stakeholder groups across organization to ensure
  business and technology alignment. Proposed solutions meeting defined specifications and needs.
• Created phased implementation plan with stakeholder focus to enable operators to transition into new way of working and leverage most of new process to serve customer better.
• Work with clients/product owner to define high-level scope and
  requirements of Features into User stories under product backlog.
• Planned, facilitated and reported on quality assurance testing efforts.

Achievements

• Reduced failure percentage of operator actions by 18% from Salesforce by replacing RPA solution with API.
• Reduced average handling time taken by operator for resolving incident by 23%.
• Better operator experience with enhanced UX on salesforce.
• Increased percentage of Incidents getting resolved Right First Time

Project Title: No-Touch Incident Handling Automation - Process Automation with Technology Re-engineering

Objective
NBN with sight of improving customer experience by reducing time it took to resolve customer issues came up with initiative of No-Touch incident handling automation. It involved automatic handling of customer incidents based on custom diagnostic workflow outcomes to identify issue and resolve incident automatically or dispatch field technicians promptly for quicker resolution of issue by reducing manual intervention required by operators. It ensured drastic improvement in Mean Time To Restore which led to better customer experience, massive reduction in unnecessary truck-rolls saving millions for client and also allowing operators to address more complex incidents.

Responsibilities

• Facilitated multiple stakeholder elicitation workshops to develop High Level business requirements.
• Made business case recommendations for business process re-engineering and worked closely with implementation specialists for proposed solutions in implementation.
• Assessed possible shortcomings of existing manual implementation by
  thorough analysis, tracking issues for inaccurate and delayed resolution of customer incidents, and proposing effective solutions to business through understanding of business environment.
• Performed data analysis by extracting data using SQL to find useful patterns and use it to improve functionality and efficiency of system.
• Proposed ideas to leverage machine learning and data analytics to perform real time automatic test to correctly identify fault and derive resolution without operator intervention or need for technician.
• Translated business user concepts and ideas into comprehensive business requirements and design documents including Workflow Diagrams and Sequence Diagrams.
• Created Automation journey map and Operator journey map to clearly outline role and scope of each.
• Collaborated with product managers and development team to identify and resolve issues, coordinate system requirements and user story clarification, and create project timelines.
• Planned, facilitated and reported on quality assurance testing efforts.

Achievements

• 28% Service Incidents raised were fully resolved by Automation without intervention of operators.
• Mean Time To Restore (avg) over implementation of Automation in all Technologies has reduced to 35 Hours from 101 Hours in a year.
• Business saved $ 20million in avoiding unnecessary Truck Troll for issues which could be resolved remotely by automation.
• Increased percentage of Incidents getting resolved Right First Time by 13%.

Project Title: Online Fulfillment (OLF)
Objective
Online Fulfillment is consumer based application that is heart of circulation applications in Dow Jones. It is instrumental in maintenance of subscriber/ subscription life cycle. OLF is a financially significant application and serves as central repository for Subscription information- order, customer history, route, payment and invoice. Its key functionalities include creation and maintenance of subscription orders, maintenance of rates, reporting, delivery management, offer management and revenue & liability processing.

Responsibilities

• Created Business Requirement document (BRD) and Functional Requirement document and maintaining Requirement Traceability Matrix (RTM) related document.
• Understand business requirements and identified gaps in different
  processes and implemented process improvement initiatives across
  business improvement model.
• Increased subscription revenue 6% by developing data driven strategy for competitive consumer specific subscription plans and offers.
• Made business case recommendations for business process reengineering and worked closely with implementation specialists for proposed solutions in implementation.
• Planned, facilitated and reported on quality assurance testing efforts.

Achievements

• Introduced subscription plans and offers based on age and consumer specific to attract more consumers.
• Increased subscription revenue 6% by developing data driven strategy.
• Enhanced subscription retention by 4% using better schemes and customer experience.

Project Title: Cadence – Anti Money Laundering
Objective
Cadence was a compliance project for American Express to adhere to US Anti Money Laundering laws and curb money laundering. It had robust process to Identify(KYC) Credit Card Customers, Smart Identification of Suspicious Credit Card Transactions, Prompt Alerting and Reporting of Suspicious transactions. Smart money laundering Identification involved creating extensive library of behavior scenarios that provides comprehensive coverage of indicative money laundering behaviors. Alerting workflow was created to deliver risk-based suspicious automatic alerting to shorten investigation time and manage risk by customizing risk and trust scoring for individuals or entities.

Responsibilities

• Attended brainstorming workshops interacting with various stakeholders to define and document money laundering behaviors to be captured as suspicious.
• Performed scope analysis and created process workflows for risk based alerting system and made recommendations to business users.
• Created extensive business requirement document capturing all
  requirements in detail with required system level interactions and flow diagrams.
• Created traceability matrix to ensure all requirements were covered and business objectives were met.
• Provided support for Integration testing and User Acceptance testing.
• Communicated effectively with Upstream and Downstream Interfacing
  applications to minimize issues and to eliminate dependencies.

Achievements

• Prevented $60m+ fraudulent transactions on credit card over span of 4
  months after putting Anti Money Laundering in place.
• Over 2million cards/customers managed in US and rest of world under Anti Money Laundering.
• 10.4m+ worth of fraud transactions declined in real time.