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Senior
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Change Management | Project Management | Initiative Delivery
Bret Cowley
,
London, United Kingdom
Experience
Other titles
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I'm offering
A highly accomplished manager with specialist skills in project management, change management and initiative delivery, driven by company targets and well-defined SLAs. A pragmatic professional, focused on exceptional customer outcomes and driven to deliver effective business change for increased productivity and profitability. Adept at effective project management and skilled in the Agile and Six Sigma operating disciplines. A personable, analytical and influential communicator, leading and developing teams in a continuous improvement process. An astute negotiator, driven by emerging trends and customer needs, guiding team players with strong, measured judgement and a passion for excellence.
BRET COWLEY
Product Management / Stakeholder Management
BRET COWLEY
Product Management / Stakeholder Management
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2019
job
Manager Ongoing Service
Australia and New Zealand Banking Group.
Meticulously planned and directed business transformation activity to merge customer solution channels for future proposition and pricing changes. Designed and executed internal and external communication strategy for business transformation.
• Led customer segmentation analysis, reviewed pricing frameworks including designing pricing tools, customer proposition analysis and recommendations of strategic solutions to fulfil the target market’s needs
• Conducted regular product and pricing reviews, market analysis, process and documentation updates and developing comprehensive programmes for customer remediation and retention
• Effectively managed customer proposition and sales channel, consolidating customer care and business needs, anticipating trends and monitoring market activity to meet customer demands
• Created and presented product suitability and performance reporting to product governance forums which provided accountability, oversight and executive approval for recommended product changes
• Initiated a communications governance forum to ensure alignment of content and timing of communications
• Led customer segmentation analysis, reviewed pricing frameworks including designing pricing tools, customer proposition analysis and recommendations of strategic solutions to fulfil the target market’s needs
• Conducted regular product and pricing reviews, market analysis, process and documentation updates and developing comprehensive programmes for customer remediation and retention
• Effectively managed customer proposition and sales channel, consolidating customer care and business needs, anticipating trends and monitoring market activity to meet customer demands
• Created and presented product suitability and performance reporting to product governance forums which provided accountability, oversight and executive approval for recommended product changes
• Initiated a communications governance forum to ensure alignment of content and timing of communications
Project Management, Communication, Change management, Pricing analysis, DATA ANALYSIS AND VISUALIZATION, Business Analysis, Project coordination, Governance Risk and Compliance, Product Management, Stakeholder Management, Agile, Scrum
2017 - 2018
job
Manager Advice Solutions
Australia and New Zealand Banking Group.
Project managed the design and delivery of a workflow system, capturing user requirements, RAID log and managed the development backlog to maximise development time, realising savings of 2 administrative FTE and increased productivity of 60 FTE.
• Spearheaded a simplification programme of work, redesigned customer engagement strategies, conducted impact analysis on outcomes and improved customer experience
• Effectively managed project streams to implement and embed business wide operational change due to regulatory updates
• Ran initiatives to deliver customer solutions and remediation, including audit standard documentation and risk assessments
• Headed programmes of work to simplify customer propositions and standardising pricing frameworks
• Enhanced key customer facing artefacts improving productivity of both frontline and operational employees
• Engaged heavily with multi-disciplinary teams to ensure all initiatives and communications were rolled successfully
• Spearheaded a simplification programme of work, redesigned customer engagement strategies, conducted impact analysis on outcomes and improved customer experience
• Effectively managed project streams to implement and embed business wide operational change due to regulatory updates
• Ran initiatives to deliver customer solutions and remediation, including audit standard documentation and risk assessments
• Headed programmes of work to simplify customer propositions and standardising pricing frameworks
• Enhanced key customer facing artefacts improving productivity of both frontline and operational employees
• Engaged heavily with multi-disciplinary teams to ensure all initiatives and communications were rolled successfully
Project Management, Governance Risk and Compliance, Communication, Agile development, Training and Training Documentation, Business Analysis, Data Analysis, Customer experience, Agile, Scrum
2016 - 2017
job
Manager Paraplanning
Australia and New Zealand Banking Group.
Led a team of 24 people, facilitated training, designed Key Performance Indicators (KPI) to drive desired business culture and outcomes and capacity planned to enable all Service Level Agreements to be met.
• Engagement lead for cultural transformation programme, running workshops and driving new culture acceptance
• Decommissioned legacy production tools and reorganised resources to increase production by 20%
• Led a heavy recruitment drive to match organisational capacity with business demand, hiring 12 new FTE
• Maintained accountability for relationship between the offshore delivery and production team and the business
• Engagement lead for cultural transformation programme, running workshops and driving new culture acceptance
• Decommissioned legacy production tools and reorganised resources to increase production by 20%
• Led a heavy recruitment drive to match organisational capacity with business demand, hiring 12 new FTE
• Maintained accountability for relationship between the offshore delivery and production team and the business
Team Leadership, Training and Training Documentation, Corporate Culture, Project Management, Service Delivery Management, Recruitment, Creative production management, Performance Management, Training Program
2015 - 2016
job
Manager Process Control
Australia and New Zealand Banking Group.
Led a team of 10 analysts performing a wide variety of operational processes and controls, including governing offshore production
• Key business stakeholder on a programme of work to design, create and deliver a new digital semi-automated sales tool
• Initiated a governance forum which oversaw the cataloguing, documentation, risk assessments, reviewing and testing for business designed tools and frameworks
• Increased operational productivity by 25% through process improvement initiatives and resource reorganisation
• Improved auditability of operations function by 50% by introducing version control and document control across all processes, in addition to creating management reporting
• Delivered and resolved internal audit issues after identifying process or control gaps and providing solutions for remediation
• Key business stakeholder on a programme of work to design, create and deliver a new digital semi-automated sales tool
• Initiated a governance forum which oversaw the cataloguing, documentation, risk assessments, reviewing and testing for business designed tools and frameworks
• Increased operational productivity by 25% through process improvement initiatives and resource reorganisation
• Improved auditability of operations function by 50% by introducing version control and document control across all processes, in addition to creating management reporting
• Delivered and resolved internal audit issues after identifying process or control gaps and providing solutions for remediation
Operations Management, Risk Management, Training and Training Documentation, Training, Project Controller, Quality control, Initiative delivery, Project Management, Leadership, Process implementation, Continuous improvement, Optimization and development of processes, Change management, Remediation
2015 - 2015
job
Manager Advice Operations
Australia and New Zealand Banking Group.
Led a team of 14 people, conducted technical skills-based training, designed Key Performance Indicators (KPI) to drive desired business culture and outcomes and capacity planned to enable all Service Level Agreements to be met.
• Spearheaded the transition for services to be offshored, resulting in 35% reduction in FTE and increased onshore capacity.
• Negotiated the annual renewal of the offshore service contract
• Devised, redesigned & implemented process improvements which generated 60% productivity uplift
• Expanding production capacity by 50% through resource reorganisation and cross-skilling
• Implemented a quality control programme for our offshore production and delivery team to significantly improve work standards and reduce risks of rework or customer complaint
• Spearheaded the transition for services to be offshored, resulting in 35% reduction in FTE and increased onshore capacity.
• Negotiated the annual renewal of the offshore service contract
• Devised, redesigned & implemented process improvements which generated 60% productivity uplift
• Expanding production capacity by 50% through resource reorganisation and cross-skilling
• Implemented a quality control programme for our offshore production and delivery team to significantly improve work standards and reduce risks of rework or customer complaint
Operations Management, Leadership, Training, Training and Training Documentation, Project Management, Quality assurance, Continuous improvement, Optimization and development of processes, Project coordination
2011 - 2015
job
Paraplanner
Australia and New Zealand Banking Group.
Led a 3-month cross training initiative for frontline employees on support and operational requirements, resulting in increased quality, frontline enablement, higher compliance and stronger relationships between the frontline and middle office support.
Oversaw the management of the team, ensuring all requests were completed within SLAs and that all problems, issues and enquiries were handled with speed and clarity, while providing organisational recommendations for team amalgamations.
Oversaw the management of the team, ensuring all requests were completed within SLAs and that all problems, issues and enquiries were handled with speed and clarity, while providing organisational recommendations for team amalgamations.
Quality assurance, Qualitative research, Project coordination, Research, Leadership, Continuous improvement, Documentation, Training and Training Documentation
My education
2019
-
2022
Institute of Internal Auditors
Certification, Risk Management and Assurance
Certification, Risk Management and Assurance
2017
-
2021
University of Newcastle
Masters, Business Administration
Masters, Business Administration
2017
-
2021
University of Newcastle
Masters, Human Resource Management
Masters, Human Resource Management
2015
Simplilearn
Certification, Lean Management
Certification, Lean Management
2014
ANZ
Certification, Six Sigma Fundamentals
Certification, Six Sigma Fundamentals
2008
-
2010
University of Tasmania
Bachelors, Finance & Accounting
Bachelors, Finance & Accounting
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