Marie Bignoux

Experience

• 

  Nbn® Australia

  Apr 2012 - now

  Responsibilities:► Lead and coach a team of 6 business analyst, project managers and a change manager, supporting team cohesion, driving high performance and leading towards a common goal.► Develop and enabled 6 process improvements across 6 business units, spanning the end to end customer journey and supporting the satisfaction of 400+ employees, 20,000+ customers. ► Managed the deployment of SalesForce and Appian, overseeing a $6.3M IT project to improve customer experience, servicing a customer portfolio of 20,000.► Manage the annual IT budget of over $700k, including the delivery of system enhancements.► Coordinate the BAU framework to support 400 internal and 200 external end-users.► Oversee 100+ IT issues weekly including system integration issues, code logic issues, webform issues, through to resolutions, using a TOW system, thereby increasing timely and accurate results. Achievements:✔ Established and refined billing processes to secure an additional $70M annual revenue by streamlining systems and improving productivity.✔ Assisted in the smooth migration of data from CRMonDemand to Salesforce, with 7 years worth of data.✔ Reduced system issues by 40% to ensure that 750k premises could be connected in FY20.✔ Developed processes and system enhancement, reducing customer complaints by over 60%, equating to approximately 300 per month. Show less Responsibilities:► Developed and executed the change management plan for 150 employees affected by the implementation of Salesforce and Appian, including 2 new end-to-end business processes.► Created and implemented a training plan for the new systems and processes, managing 45 internal change champions, with a commitment to continual development and business growth. ► Provided subject matter expertise for the design and build of Salesforce and Appian and 2 new end to end business processes, to achieve a smooth customer transition for the Small Development industry, and increase productivity by 30%.Achievements:✔ Saved $100K on external resourcing for training 150 staff on new systems and processes, creating and developing an internal training team of 45 staff across 6 business units. ✔ Delivered the change management and training plan successfully for 150 employees, within 6 months, ensuring project delivery timelines we met and employee readiness was achieved. Show less Responsibilities:► Developed and executed new and improved business processes for 100+ staff, to increase customer satisfaction and increase productivity.► Achieved this through revising the delegation of authority process, streamlining billing and contracting processes and introducing non-standard applications to ensure customers could connect to the NBN.► Provided detailed process improvement requirements, featuring system enhancements worth $500k annually, to increase revenue and improve performance.► Led workshops for 20-30+ staff, identifying process issues and gaps for continuous improvement across 6 business units, including finance, customer relations, deployment, planning and activations.► Developed and executed training and change management plans and activities for 100+ employees in sales and customer relationship teams. Achievements:✔ Implemented the Federal Government Technology in New Developments Policy, including the upgrade of CRMonDemand systems to support the contracting and billing of a portfolio of 15k+ customers. ✔ Applied a new billing process to secure revenue worth over $1M in the first year.✔ Training and change management plans reduced the number of touchpoints in the relationship management process and increased productivity by 15%.✔ Coordinated the Operating Review and Organisational restructure 2017, leading to a smooth transition for 120+ employees, systems, and customers. Show less Responsibilities:► Developed and executed new and improved business processes for 100+ staff, to increase customer satisfaction and increase productivity.► Achieved this through revising the delegation of authority process, streamlining billing and contracting processes and introducing non-standard applications to ensure customers could connect to the NBN.► Provided detailed process improvement requirements, featuring system enhancements worth $500k annually, to increase revenue and improve performance.► Led workshops for 20-30+ staff, identifying process issues and gaps for continuous improvement across 6 business units, including finance, customer relations, deployment, planning and activations.► Developed and executed training and change management plans and activities for 100+ employees in sales and customer relationship teams. Achievements:✔ Implemented the Federal Government Technology in New Developments Policy, including the upgrade of CRMonDemand systems to support the contracting and billing of a portfolio of 15k+ customers. ✔ Applied a new billing process to secure revenue worth over $1M in the first year.✔ Training and change management plans reduced the number of touchpoints in the relationship management process and increased productivity by 15%.✔ Coordinated the Operating Review and Organisational restructure 2017, leading to a smooth transition for 120+ employees, systems, and customers. Show less Responsibilities:► Managed a customer portfolio of 200+, including overseeing the processing of 500 new development applications quarterly.► Assisted 3 account managers in SA/VIC, effectively supporting the team to achieve team goals. ► Supported the Accountant Management Team, applying expertise to improve customer satisfaction by .05 points.Achievements:✔ 100% applications processed within 2 days, 99% of customer complaints resolved within 5 days and ZERO late applications to the construction team✔ Introduced remediation process to improve the quality of infrastructure built by the Developers by 50% over one year. This also reduced delays to customer connection by 20%. Show less

  • Senior Manager Fibre Deployment - Products

    Sept 2020 - now

  • Business Operations Manager

    Feb 2018 - now

  • Change Manager (On New Developments Evolution Initiative)

    Mar 2017 - Feb 2018

  • Business Analyst (Process Improvement)

    Feb 2015 - Mar 2017

  • Developer Liaison Team Leader

    May 2013 - Feb 2015

  • Developer Liaison Officer

    Apr 2012 - May 2013