Summary
Overview
Work History
Education
Skills
References
Timeline
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Vivien Santoso

Sydney,NSW

Summary

Strategic thinking Project Manager with over 10 years experience in the financial industry with lenders, with 5 years as a C-suite executive reporting directly to the CEO. As a high performing executor, direct experience is held across the operations of the business such as settlements, marketing, arrears and customer service. Outcome driven, I have an understanding of applying frameworks and comprehensive project documentation to delivery critical projects.

Overview

10
10
years of professional experience

Work History

Project Manager

Prime Capital
Sydney, NSW
01.2022 - Current
  • Reviewed and refined the IDR (Internal Dispute Resolution) policy, working closely with key stakeholders to ensure compliance with regulatory requirements and improve customer experience.
  • Led the development of an NPS (Net Promoter Score) system and automation of delegated authorities for C-suite executives to action, resulting in increased efficiency, accuracy and a 15% improvement in NPS scores for brokers and guarantors.
  • Coordinated the implementation of automation of reports to aggregators, streamlining reporting processes and improving accuracy and timeliness of data.
  • Conducted stakeholder analysis to identify key needs and requirements, leading to the successful implementation of automation of NPS system, and increasing satisfaction and loyalty of customers.
  • Coordinated with cross-functional teams to design and implement automated workflows and processes, resulting in increased productivity, reduced errors and faster time to market.
  • Conducted regular status updates with executive management to ensure project goals were aligned with business objectives, and risks and issues were proactively identified and mitigated.

Project Manager

Thorn Group
Chullora, NSW
02.2021 - 01.2022
  • Successfully transitioned the brick and mortar business to a pure online business, resulting in increased revenue and reduced overheads.
  • Assisted in the re-design of the company website to include call-to-action (CTA) buttons, leading to a 20% increase in website traffic and a 15% increase in lead generation.
  • Monitored and reported on project budgets to ensure timely delivery of projects and optimized resource allocation, resulting in an average of 10% cost savings across all projects.
  • Assisted in reporting and moderation of workshop across all functions in the business, ensuring alignment of projects with business objectives, and providing timely updates to key stakeholders.
  • Coordinated kick-off presentations and scoping of projects across departments, ensuring clarity of project scope, roles and responsibilities, and project timelines.
  • Moderated board meetings to facilitate decision-making and ensure alignment of project outcomes with business objectives, resulting in timely and informed decisions.
  • Conducted risk assessments and implemented risk mitigation strategies to ensure successful project delivery and reduce potential negative impacts.
  • Collaborated with cross-functional teams to develop and implement project plans, ensuring project delivery on time, within scope, and within budget.
  • Conducted regular status updates with executive management to ensure project goals were aligned with business objectives and risks and issues were proactively identified and mitigated.
  • Implemented Agile methodologies to improve project management practices, resulting in increased team efficiency and quality of deliverables.

CMO/Business Operations Manager

Prime Capital
Sydney, NSW
02.2018 - 08.2020
  • Developed and executed a holistic marketing strategy that resulted in a 25% increase in lead generation and a 10% increase in engagement with dormat brokers
  • Developed customer journey and segmentation of our broker profiles to assist with targeting, direct marketing and targeted settlements across the BDM team
  • Managed the development of collateral and documents to improve settlements and transparency across the broker database, resulting in a 20% increase in broker satisfaction scores.
  • Managed website (WordPress), social media accounts, reputation management through google campaigns, EDM campaigns (Mailchimp), event marketing for our top settling brokers, PR marketing, and direct marketing platforms, resulting in a 30% increase in website traffic and a 20% increase in lead generation.
  • Developed brand assets within brand guidelines while expanding into new channels across video and public relations, resulting in a 15% increase in brand engagement across all channels.
  • Conducted market research (quantitative and qualitative) and applied results to communications and collateral, resulting in a 10% increase in campaign effectiveness.
  • Developed and executed growth marketing strategies, including website management, Mailchimp email campaigns, social media, print advertising, press releases, and print brochures, resulting in a 20% increase in customer acquisition and a 15% increase in revenue.

Investment Manager

Prime Capital
Sydney, NSW
04.2015 - 02.2018

Mortgage Broker Support Manager

Finsure
05.2013 - 04.2015
  • Finsure is one of Australia’s largest aggregators, providing services, support and access to independent brokers nation-wide
  • As Mortgage Broker Support Manager my role was to qualify leads and adopt sales methodology before allocating them to brokers nation-wide
  • Additionally I managed enquiries across our different comparison site domains and was the point of contact when onboarding new brokers
  • Duties
  • Educating and qualifying leads, adopting scripting and processes as well as applying knowledge of loans, lenders and mortgage brokers
  • Application sales methodology in order to generate leads and allocate them to broker’s nation-wide according to frameworks and quota
  • Training and onboarding of mortgage broker support staff
  • Management of different domains
  • Reporting to the call center manager and head broker Achievements
  • 100 calls per day, conversion rate of 20%
  • Top converter during employment of 2 years
  • Creating and streamlining the standardised script and processes for Finsure

Education

MBA -

University of Sydney
03.2023

Diploma of Finance and Mortgage Broking - Walker

01.2015

Bachelor of Commerce - Marketing

UTS
01.2012

Diploma of Commerce -

UTS
01.2009

Skills

  • Project planning and management: Demonstrating experience in project planning, tracking, and management using tools like Gantt charts, Agile or Waterfall methodologies, and project management software Proficient experience with Mondaycom, Asana and JIRA
  • System implementation, such as creation of a new arrears process and loan origination process with aggregator partners
  • Stakeholder management: stakeholder management experience across legal, sales, finance and credit; sourcing vendors and negotiations; terms and kick-off
  • CRM system of Salesforce, Pipedrive, Dynamics 365, Salesforce and Power BI; including implementation of business's system requirements
  • Customer journey: UX review, market research and website optimisation Demonstrated experience in creating and improving the customer journey for marketing & customer service
  • Proficiency in Microsoft suite: Word, Excel and PowerPoint, including analysis and recommendations, effective scope tracking

References

Paul Scanlon, Chair (ex CEO) E: pjs@primecapital.com P: 02 8599 2599

Esmeralda Buenaobra, PMO M: 0449 876 453

Timeline

Project Manager

Prime Capital
01.2022 - Current

Project Manager

Thorn Group
02.2021 - 01.2022

CMO/Business Operations Manager

Prime Capital
02.2018 - 08.2020

Investment Manager

Prime Capital
04.2015 - 02.2018

Mortgage Broker Support Manager

Finsure
05.2013 - 04.2015

MBA -

University of Sydney

Diploma of Finance and Mortgage Broking - Walker

Bachelor of Commerce - Marketing

UTS

Diploma of Commerce -

UTS

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