Verinder Kaur Bhamrah

Role: Business Analyst – Performance and Delivery (Aug 2014 – Jan16) Business Unit: Business Architecture – Performance and Delivery Key Responsibilities: Identify and drive process/system change opportunities • Investigate, prioritise and work with other teams and vendors as required to recommend solutions to resolve issues raised by operational teams. • Drive resolution of issues and ensure they have the appropriate priority for action with the required teams. • Review issues to identify trends and perform root-cause analysis for the problems identified. • Recommend and implement solutions to resolve these problems. • Work closely with the rest of Business Architecture Group to provide initiative briefs or Change Requests for improvement opportunities • Liaise with appropriate business members to determine which business processes are being impacted by the proposed initiative • Clearly understand the details of the business processes being impacted and the component of the Retail solution being impacted and/or causing the impact • Facilitate workshops with project and business SME’s, vendors and other external parties to identify & manage impacts (as required). • Develop a consolidated reporting, which shows how all the impacts for the business processes (in the assigned area) will be managed (including: tasks, dependencies timeframes and owners). • Assist the Process Analysts in the development of process documentation (as required) for tasks identified from the impact analysis. • Day-to-day management of plan execution to ensure required outcomes of business & third party readiness. Develop Business Requirements • Coordinate and facilitate the business teams in detailing requirements. • Document business requirements. • Liaise (workshops etc.) with stakeholders, likely to be impacted by change, to ensure proposed business requirements do not adversely impact upon their operations • Coordinate business requirements sign-off • Brief ISG/Vendors and other providers on impact of business requirements. • Developed meaningful and effective weekly and monthly reporting for relevant stakeholders (Using Excel and SQL) to demonstrate the progress of the ongoing projects. • To drive initiative development and implementation in conjunction with Business Architecture and the business to optimise current processes • Develop of business requirements through workshops and interviews and understanding AGL business strategy • Working closely with Business Architecture and ISG to: o Review current state architecture o Undertake gap analysis o Establish solution options • Determine potential business benefit of solution options • Advise on likely impacts of proposed process and system changes to business areas as required • Develop high level migration plans • Develop business cases • Establish business owners approval through stakeholder meetings and ultimate stakeholder signoff • Co-ordination of vendors and impacted business units to enable benefit delivery. Key Achievements: • Facilitated delivery of 3 significant projects on time and under budget. • Developed benefit realisation reports using SQL, post initiative/change delivery. • Added value to all initiatives through underlying competencies and good industry knowledge. • Effective stakeholder management. • Applied root cause analyses skills to identify area of opportunities within existing dunning processes. • Application of problem solving skills to break down issues into manage pieces of work and to identify the underlying cause of the issue ex. Project paper cut and visible contact notes. Role: Process and Performance Analyst (Dec 2013 – Aug 2014) Business Unit: Business Architecture- Performance and Delivery Key Responsibilities: Drive Continuous Process Improvements • Work closely with other stakeholders including those within Business Architecture as well as but not limited to Customer Experience, Energy Market Regulation, Retail Operations, Marketing and Retail Sales and Business Customers to: o o Develop a process improvement strategy and a plan that captures all process improvement initiatives across the business o Monitor and track progress of the delivery of initiatives against the plan o Feed learnings over time into the ongoing refinement of the process improvement strategy, plan and framework • Support setting the Retail Energy Business process improvement agenda in line with AGL & Retail Business strategy, current business objectives, and industry best practise. • Maintain the integrity of AGL’s Retail Solution for Retail Energy by developing / adjusting documented processes and submitting them to be assessed for end to end impact and alignment to AGL’s strategic objectives. • Develop & nurture AGL's capacity to continue to leverage our investment in the Retail Solution (including core systems, processes and people) and to meet the current and future objectives of the business. Optimise Business As Usual • Optimise the Business as Usual operating environment and achieve operational excellence, working with key stakeholders to: o Analyse current processes and issues and gather, monitor and review operational data to reveal systemic issues o Identify process improvement opportunities that deliver efficiencies and/or cost savings or grow revenue o Facilitate the delivery of identified initiatives and /or projects within an agreed process improvement framework • Develop process improvement strategy and a plan that captures all process improvement initiatives across the business. • Identify and implement prioritised process improvement opportunities. • Optimise the Business as Usual operating environment within a process improvement framework. • Monitor and track progress of the delivery of initiatives against the plan. • Feed leanings over time into the ongoing refinement of the process improvement strategy, plan and framework. • Identify process improvement opportunities that deliver efficiencies and/or cost savings or grow revenue. • Facilitate the delivery of identified initiatives and /or projects within an agreed process improvement framework. Key Achievements • Identify underlying issues with PMD VMD processes and potential risks within a current business processes. • Highlighted and documented errors in system logic for meter data processes. • Developed understanding of business and change drivers to enable stakeholders to make informed decisions. • Reviewed and applied BPMN standards to existing metering process documents. Role Process Exception Analyst (Dec 2011 – Dec 2013) Business Unit: Service Delivery Key Responsibilities: Project / Subject Matter Support • Where required provide subject matter expertise and input into AGL process forums, projects, user acceptance testing processes pertaining to your process area/s of expertise • Input into the development of, and review of process documentation where required • Coaching/process upskilling to both offshore (via remote means) and onshore colleagues as requested/required • Assistance in deploying offshore process including from offshore locations as requested/required Optimisation / Innovation • Analyse inflow against defined exception queues to identify and escalate issues to the respective Process Analysts related to substantive inflow variations, or system/process failure points. • Analyse processing performance against defined exception queues to identify process improvements that have the potential to reduce either the frequency of exception generation, or the time take to action them, documenting and submitting these for review by the respective onshore BPO leads and Process Analysts. • Initial evaluate requests for process change against process you are monitoring submitted by the offshore teams providing a balanced view of impacts, undertaking internal consultation as required in determining the most appropriate response. • Provide input into the core quality metrics for items you are responsible for monitoring • Formally documenting new exception scenarios within defined exception processes you are responsible for monitoring then submitting these to the Manager and L&D teams for approval. Communication • Communicate effectively with key stakeholders within the internal BPO teams, offshore workforce and broader Retail Operations Team, ensuring the group are informed and current with activity and performance across the exception items you are responsible for monitoring. • Communicate approved process changes against items you are responsible for monitoring across both the impacted offshore teams and the onshore BPO support team • Actively engage with the AGL Quality team to understand Quality and Process compliance performance across teams you are monitoring offshore, implementing remedial action plans where required. • Communicate regularly to the Process and Exception Resolution Manager, and BPO Delivery Manager on any changes of process, current and potential performance issues impacting the performance of the offshore teams. Exception Resolution Monitoring and Coordination • Daily monitoring of defined exception queues to ensure offshore processing is compliant against defined business process and any exceptions raised through are genuine and correctly classified • Daily monitoring of aging within defined exception queues to ensure work is being completed within defined SLA’s, engaging with BPO team leads where failure points are identified, then escalating to onshore BPO delivery leads where repeat/systemic failure is occurring • Undertaking random compliance checks against items you are responsible for monitoring, leveraging the defined quality framework against each exception type • Provide timely process clarification to offshore colleagues and leads to allow for efficient and effective resolution of exception queues • As required to assist with the processing of exception queues (both off and onshore) including both individual items (BPEM, Work Item) as well as assisting with Aged Unbilled or Ombudsman queries • As required to make customer, distributor or internal staff contact to assist the offshore teams in the resolution of exceptions or issues. Key Achievements: • Actively identified and implemented process Improvements relating to manual disconnection letters and productivity reporting. • Facilitate the delivery of many AGL processes to the offshore team. • Proactively identifying process gaps and areas of improvements deliver efficiencies and cost savings or grow revenue collection. • Developed meaningful and effective weekly and monthly reporting to the relevant stakeholders to demonstrate the progress and quality of exception management operations offshore. • Facilitated delivery of PCI framework. Winner of “Nice One” award for demonstrating one team values. Role: C&I Credit Risk Analyst (May 2011 –Dec 2011) Business Unit: Business Customers Responsibilities: Reporting • Accurate and timely completion of reporting responsibilities. • Providing reports and statistics on portfolio performance. • Continuous development of reporting/analytical skills so as to better utilise reporting tools at your disposal to improve portfolio Management. • Own weekly and monthly reporting, analysis and commentary. Leadership / Relationship • Develop and maintain relationship with all Key Stakeholders (Inc. External Solicitors). • Ensure external Solicitors deliver to expectations both from a timeliness and accuracy perspective. • Identify and recommend process improvement opportunities in services, systems, processes and procedures. • Ensure external vendors deliver to expectations, both from a timeliness and accuracy perspective. • Identify, develop and execute opportunities in partnership with the Internal / external Solicitors to maximise returns. • Pro-actively engage Key Stakeholders in actions that are relevant to their areas (attend Team Meetings, 1:1 monthly catch ups etc). • Ensure relevant Sales personnel are aware of action being taken across their respective customers. • Work towards Virtual team concept with relevant Sales and Billing Stakeholders to maximise return. • Provide prompt and effective support to other Departments as required. • Actively provide feedback and ideas to help improve processes, quality and value. • Provide input into the development and implementation of shared goals across Key Stakeholders. • Demonstrate and represent the Credit department standards in every forum (1:1 or larger groups). • Contribute to the development and continuous evolvement of the Cash Lockup database. Financial • Develop and maintain effective work practices to meet Portfolio Management objectives set around Maximising Cash Flow and minimising Bad Debt. • Ensuring ‘Legal’ accounts handed to them by upstream stakeholders meet the transition requirements set. • Ownership and management of the Insolvency process for C&I. • Pro-active follow up of Dividend status on all Insolvent accounts yet to declare a Dividend. • Pro-active and assertive decision making that mitigates AGL’s exposure to Bad Debt. • Engaging Key decision makers both internally and externally to work through and expedite actions pertaining to Legal activity. • Holding Key decision makers accountable. • Prompt escalation of issues not progressing to expectations. • Exceptional Customer Service at all times. • Contribute to accurate provisioning of Legal & Insolvent accounts, both from a Revenue and Bad debt perspective. • Utilising Key Stakeholders to maximise returns. • Manage Legal activity within the confines of the Legal Budget Role: Process Exception Specialist (Nov 2007- May 2011) Business Unit: Mass Market Credit Responsibilities: Project / Subject Matter Support • Where required provide subject matter expertise and input into AGL process forums, projects, user acceptance testing processes pertaining to your process/portfolio area/s of expertise. • Input into the development of, and review of process documentation where required. • Coaching/process upskilling to both offshore (via remote means) and onshore colleagues as requested/required. • Assistance in deploying offshore collection processes including from offshore locations as requested/required. Optimisation / Innovation • In conjunction with the debt performance analysts, analyse inflow against defined portfolios to identify and escalate issues related to substantive inflow variations, or system/process failure points. • Analyse collection performance against defined portfolios to identify process improvements that have the potential to reduce either the frequency of delinquent debtors within the portfolio, or the time take to action them, documenting and submitting these for review by the respective onshore delivery managers and process specialists. • Initial evaluation of requests for process/portfolio change against processes/portfolios you are monitoring submitted by the offshore or onshore teams providing a balanced view of impacts, undertaking internal consultation as required in determining the most appropriate response. • Provide input into the core quality metrics for portfolios you are responsible for monitoring • Formally documenting new elements and collection strategies of the portfolios you are responsible for monitoring then submitting these to the process Specialist and L&D teams for approval • Based on your knowledge and expertise in the portfolio, make suggestions for improvements, innovations and optimisation – and follow then through the formal process improvement process. Workflow Monitoring and Coordination • Daily monitoring of both inflowing and outflowing portfolio accounts and work items to ensure all are correct, have high integrity and available for action at the appropriate time; includes managing any physical items through the scanning/capture process. • Daily monitoring of defined portfolio account and work item queues to ensure offshore and onshore collections is compliant against defined business process rules and any exceptions / escalations raised back are genuine and correctly classified. • Daily monitoring of aging within defined portfolio and work item queues to ensure collection work is being completed within defined SLA’s, engaging with BPO team leads and onshore leads where failure points are identified, then escalating to onshore delivery team manager where repeat/systemic failure is occurring. • Undertaking regular and random audit & compliance checks against portfolios you are responsible for monitoring, leveraging the defined quality framework and work instructions/collection guidelines against each portfolio or work item type. • Provide timely clarification on processes to offshore and onshore colleagues and leads, to allow for efficient and effective collection of outstanding monies and the resolution of issues and exceptions. • As required to assist with the collections of portfolios (both off and onshore) as well as managing or further escalating exceptions or ombudsman/management queries. • As required to make customer, external party or internal staff contact to assist the offshore teams in the resolution of exceptions or issues. Key Achievements • Successfully Imparted SAP training to external collection agencies. • Undertaken audits to analyse agencies performance and standards. • Manage end to end mercantile collection process including legal proceeding. I was authorized by the director of AGL Sales (Paul McWilliams) to attend all pre mediation for retail debt collection proceedings brought to Melbourne Magistrate Court by AGL where AGL is the Plaintiff and make decision on settlement of legal proceeding on debtor’s accounts’ • Manage Invoice Processing for all external collection agencies. • Actively work with Managers to identify and introduce new and improved processes and systems for the department. • Enhanced and managed cost to collect and accrual reports. • Maintain good working relationship with external collection agencies. • Researched and improved work instructions for agencies to help them maximise their performance. • Worked with L&D to develop reference guides, work instructions and call scripts for Collection agencies. • Develop business communication documents to communicate process changes to other areas of the business. • I was nominated for Customer Credit and Payments reward and recognition programme in Dec09 • I was a winner of the Assistance award Customer Credit and Payments 2008.