Naveen De Silva

Experience

• 

  The Probe Group Pty Ltd

  Apr 2006 - Mar 2011

  Administrations and Ops Support

  • Primary point of contact for all operational and administrative queries• Designing and compiling daily, weekly and monthly reports for internal and external stakeholders • Managing a team of 5 administrative staff• Driving performance of the team in order to achieve operational targets

• 

  ANZ

  Mar 2011 - May 2014

  Project: The Collections Outsourcing Project implemented an automated Integrated Voice Recognition (IVR) platform for ANZ Collections call centre customers. The project also broadened customer contact channels to include SMS (one and two-way) and email, and system capability to replace macros with robust system processes. The project used SDLC methodology and was estimated to deliver approximately $4.5M OpEx benefit over 5 years. I was responsible for:• Requirements documentation and technology design support• Documented all training material and operating manuals, and conducted training for approximately 150 call centre staff • Lead analyst for UAT, supporting 6 testers and remediating defectsPost-project: Responsible for vendor management and change consultants for all changes, new initiatives and remediating production defects relating to the new platform. Responsible for:• Ongoing BA/Technical BA support to the project team Managing business implementation• Implementing and testing changes to the new platform• Ongoing assessment of platform performance, and implementing pro-active changes to enhance operations Show less

  • Business Analyst

    Mar 2012 - May 2014

  • High Risk Collections Support

    Mar 2011 - Mar 2012
• 

  WEX

  May 2014 - Jan 2016

  Business Analyst

  The Credit and Collections Projects aimed to deploy and interface new customised 3rd party vendor software to the WEX fuel card system. The projects’ strategic focus posed additional challenges to meet client requirements, in addition to planning and designing for both other current and future clients serviced by WEX; and to deliver under tight time and cost pressures for the ExxonMobil client. Responsible for:• Requirements gathering and documentation• Technology consultation and design with the WEX NZ development team• System and interface design and specification• Data migration and implementation planning Show less

• 

  Macquarie Group

  Feb 2016 - now

  • Manage productivity and workforce analytics, along with underlying data workflows (Alteryx), and communicate insights to divisional-director level stakeholders.• Provide headcount requirements for budget planning, incorporating reductions anticipated through planned initiatives.• Oversee Alteryx workflows supporting customer contact strategies in default management, ensuring compliance with APRA, ASIC, and DCG regulations.• Offer analytical expertise and support for transformation initiatives aimed at reducing operational costs and improving customer experience.• Delivered the equivalent of 10+ FTE savings by optimising customer contact strategies through machine learning-driven customer segmentation.• Standardised training, processes, and documentation for specialist resources, mitigating key-person risk across the division.• Implemented daily, weekly, and monthly planning rituals and retrospective variance analysis for operations teams, fostering a culture of learning and continuous improvement. Show less • Leveraged my skills in SQL, Power Query, and Power BI to extract, transform, and present data to director-level stakeholders.• Simplified complex concepts into clear and concise presentations for business leaders.• Utilized my business analyst expertise from previous Agile projects, including requirements gathering, business process modeling, and effective communication, to deliver on a range of business requirements.• Developed multiple operational reports and dashboards, giving stakeholders clear visibility into their operations.• Supported initiatives through cost-benefit analysis, leading to the outsourcing of various processes and reducing operational expenses by over $300K. Show less

  • Product Manager - Data and Analytics

    Oct 2024 - now

  • Senior Manager - Workforce Analytics

    Apr 2022 - Oct 2024

  • Business Intelligence Manager

    Apr 2017 - Apr 2022

  • Business Intelligence Analyst

    Feb 2016 - Apr 2017