Thilani Fernando

Experience

• 

  Hatton National Bank PLC

  Oct 2004 - Nov 2004

  Credit Card Promotion Executive
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  HSBC

  Dec 2008 - May 2016

  Team – Project Management Office (PMO)Responsibilities:• Effective coordination and exceptional communication skills to strive teams together towards a common goal • Managing web site build projects with stakeholders and resources across global locations in HSBC group • Project management using agile practices (SCRUM) • With a holistic view of the project in mind, supporting and motivating team to deliver• Tracking deviations and taking necessary alternatives or absorbing changes to add value • Identifying risks, flagging at the correct time and managing risks to maximize value to customer • Managing client expectations with a proper communication plan, where regular updates are provided• Proactively coordinating with external agencies to ensure timely deliverables • Applying the PMBOK knowledge gained through PMP and agile knowledge gained through PMI-ACP/ CSM to ensure successful project completion Key Achievements: • Successful delivery of “HSBC Global Careers” project- This project was to consolidate the scattered careers websites across HSBC group, and to give a more consistent approach for the users visiting the website. The site architecture and design was completed along with external agencies and changing requirements of the project was handled using SCRUM.- Sprint reviews with stakeholders, proper release planning to deliver working software segments kept clients satisfied and valued • Successful transition of “HSBC Global Careers” project to business as usual environment- Facilitated necessary training and training material preparation for the website maintenance support teams to be able to smoothly absorb the transition of work- Awareness sessions to business on how change requests should be logged for the site maintenance after project phase Show less Department - Global Publishing ServicesTeam - Digital Publishing ProductionResponsibilities:• Drive high competency of Digital Publishing team, and ensure smooth on-site production operations• Website migration/rebranding management, including quotation, scoping, prototyping and execution • Cross-platform website management/administration• Arranging incident management activities at crisis situations for website downtimes and other issue escalations• Web metrics reporting and analysis using Group-standard WebTrends• Produce daily production reports to management, constantly checking to resolve production operations issues locally• Mentoring and training the team for Teamsite and Sitecore• Was accountable for successful knowledge transfer on content management platform Teamsite to the newly setup business centre in Cairo, Egypt in 2011• Was accountable for content management certification exam creation of both Teamsite and Sitecore platformsKey achievements:• Successful delivery of web site projects to include new features, mobile and tablet adaptability and received positive feedback from stakeholders. - HSBC Canada public website: included 1250 web pages with multilingual support, internet banking secure portal- HSBC Middle East websites: Web site revamps for seven countries, using a single build pack, coordination between clients from different countries and their requirements- HSBC United Kingdom: Public website migration to a new look and feel, coordinated the project with stakeholders and external agencies to deliver as scheduled Show less

  • Project Manager

    Aug 2014 - May 2016

  • Project Officer

    Jan 2014 - Jul 2014

  • Senior Web Production Officer

    Mar 2013 - Dec 2013

  • Web Production Officer

    Oct 2010 - Feb 2013

  • Web Associate

    Dec 2008 - Sept 2010
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  Land and Housing Corporation (LAHC)

  Sept 2016 - Feb 2018

  Senior Digital Specialist / Business Analyst

  Thilani manages and coordinates the development, implementation and evaluation of digital strategy for LAHC, while also providing advice and technical support on all digital elements relating to LAHC digital presence. Key accountabilities• Provide advice and recommendations to senior management on the implications of digital publishing in relation to internal communication strategies.• Provide advice and technical support to team members and content owners across the organization on the digital publishing and design implications (opportunities and risks) of LAHC initiatives, helping to articulate requirements and negotiate with stakeholders to ensure the quality, accuracy and integrity of the intranet content.• Lead on contract management activities for the content management system service, including negotiations with the provider and ensuring agreements and variations are in accordance with the contract and organizational governance.• Establish and maintain stakeholder relationships through effective communication, negotiation and issues management to engage stakeholders and ensure project deliverables are met.Key achievements:• Successful inclusion of LAHC intranet into the FACS, OneFACS Digital Consolidation Project (DCP) within a span of 2 months of being recruited within the agency - Coordinated among teams and prepared briefing notes/business case for senior management approval to have LAHC intranet included within DCP scope - Successfully resolved ambiguities and resistance to change within LAHC teams - Prepared a project timeline and risks to highlight implications of delays in decision making and created the urge to change the current LAHC digital presence Show less

• 

  Nbn™ Australia

  Feb 2018 - Dec 2018

  Senior Digital Specialist

  Manage and coordinate digital communications for NBN’s Retail Service Providers (RSP) while working closely with copywriters, UX designers, developers and other production teams to improve the online customer experience in a SAFe environment. Key accountabilities:• Influence the strategic direction of online content initiatives for the RSP segment ensuring it meets NBN brand guidelines• Manage stakeholder relationships with key subject matter experts• Maintain, develop and execute the SEO strategy based on key analytics insightsKey achievements:• Project managing the improvements to password reset process for RSPs and locking in key delivery dates with IT teams• Leading a major business and system transformation project for Telco partners, articulating clear requirements and successfully delivering the features • Enhancing secured digital communications for individual user types and RSPs. This is to ensure that NBN is complying with Australian Competition and Consumer Commission (ACCC) regulations when communicating with RSPs• Improving the user experience of day to day marketing and operational communications via Customer Centre Portal to RSPs• Developing Google analytics dashboards to gather key data insights and to improve user journeys • Testing and assessing capabilities of Coveo search as a federated search mechanism • Assessing requirements for secured templates in Customer Centre Portal for effective digital communications• Coordinating forms development with technical teams and stakeholders, eg: pre-qualification questionnaire for RSPs Show less

• 

  Department of Justice NSW

  Sept 2019 - Apr 2020

  Senior Digital Specialist/ Scrum Master at Department of Justice, NSW

  Providing digital advice and Coordinating the platform migration of 11 Courts and Tribunals websites from SharePoint CMS to AEM while improving the user experience. Liaising with business stakeholders and UX/dev teams to develop components to build a unified experience for all Courts website, reusing the AEM components to suit different legislative needs. Key achievements:• Creating project schedules and timelines to align priority of deliverables• Creating user stories, prioritizing and managing a backlog of features in JIRA• Eliciting requirements with stakeholders and liaise with UX/UI, technical development team and content team to deliver components that meets requirements• Removing impediments and helping the team to successfully deliver• Liaising with vendors to brief them on the requirements• Analysis of the initial requirements for platform migration (content audits, analytics and discussions with key stakeholders)• Improving user experience of the new templates for both end user and business users• Creation of information architecture for website migration and refining the same with stakeholders • Introducing more efficient and effective ways of automating tasks (extracting metadata, using scripts to populate metadata values) Show less

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  NSW Department of Planning, Industry and Environment

  Aug 2020 - Nov 2020

  Senior Digital Producer

  Developing and managing digital services across a variety of government agencies, providing expert advice on UX, accessibility, web standards, analytics, and other areas in the digital space.Key achievements:• Prioritising and managing a backlog of features in JIRA• Eliciting requirements with stakeholders and liaising with UX/UI, technical development team and content team to deliver components that meets requirements.• Performing accessibility/usability testing and liaising with external agencies to brief them on the requirements. Show less

• 

  Service NSW

  Nov 2020 - now

  Project Manager