Manish Trikha

Experience

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  Sheraton Hotels & Resorts

  Jan 1990 - Jan 1998

  Room Division Manager

  Rooms Division Manager at Hilton Hotel, Sydney and Sheraton Hotels, India

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  Westpac

  Jul 2000 - Mar 2007

  Senior Manager Business Planning & Performance

  Headed strategic planning for Contact Centres and the Small Business Segment

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  Ausgrid

  May 2007 - Oct 2008

  Operations Manager

  BUSINESS AREA: Shared Services, Contact Centre- Responsible for managing the operations for inbound contact centre with 120 staff and 10 Team Leaders- Led project to drive sustainable change and readiness for privatisation of energy sector in NSW- Consolidation and optimisation of Contact CentresKey responsibilities and business outcomes:- Improved productivity: 20% increase in productivity through improved sales & service levels, reduction of 18 FTE and improvement in customer experience- Consolidation of multiple centres to one regional centre- Managing political environment: During this period, I had extensive interaction with external political stakeholders, including unions (USU, ETU) Show less

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  Western Sydney University

  Apr 2009 - Dec 2011

  Operations Project Manager

  Responsible for managing the operations and development of student residential accommodation. Key responsibilities:- Provide leadership and direction to a team of 6 direct & 18 indirect reports to manage operations and projects- Lead and drive operation with customer focus to improve living & learning experience of students- Manage development of new and upgrading existing accommodation

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  Westpac Group

  Apr 2012 - Sept 2019

  PROGRAM: Comprehensive Credit Reporting (CCR) An industry-wide initiative resulting from legislative change to the Credit and Privacy Policy mandating all major banks to participate in the exchange of Comprehensive Credit Reporting (CCR) under a signatory to the Principle of Reciprocity & Data Exchange (PRDE).- Successfully delivered the supply of the credit data across entire Group to the bureaus for all secured and unsecured products- Meeting the mandated target of 50% customers CCR data to be shared by March 2018 and balance to be delivered by Oct 2018Benefits to the business delivered:- Improved Risk Assessment: CCR improves the accuracy of credit assessment, subsequently reducing likelihood of default (Credit Losses) and/or increases the availability of credit (Approvals)- Improved Responsible Lending: Enhanced the Group’s ability to verify customer’s financial situation through a better understanding of a credit applicant’s existing financial obligations (liabilities) Show less PROGRAM: Cheque DigitisationIndustry leading initiative following changes to the operating model for cheque processing. Key responsibilities:- Implemented new digital cheque imaging technology for the entire retail network, replacing physical exchange of cheques with electronic transmission- Successfully delivered outsource solution for Corporate and Commercial Customer cheques to be scanned and processed with minimal impact to business & corporate customersBenefits to the business delivered:- Same day processing / clearing of cheques and value exchange- Low operational cost- Removal of courier cost Show less PROGRAM: Graphic Design & Print Transition ProjectThe project was successfully delivered using Agile methodology to transition and onboard Printing and Graphic Design services impacting WBG (WBC, SGB, BankSA, BOM, BT) from current multiple providers (Stream Solutions and their partners including Linfox, Wellcom and Saunders) to a new single partner IVE.Business benefits delivered:- Streamlined all creative design, collateral development and management, inventory control, warehousing and distribution to the entire network- Significant reduction (>20%) of run costs savings on print services across all business units- Actualised benefit of $44m over 5 years Show less PROGRAM: Risk Portfolio - Triad UpgradeReplacement of existing legacy and out of warranty application with new TRIAD application (behavioural scoring application) that enables improved credit decisioning for origination and limit increases for unsecured products. Key responsibilities and business outcomes:- Successful delivery of the Triad upgrade within the approved budget and on time- Delivered on agreed benefit of $23m over 5-year period- Owned end-to-end delivery of the project and contract management with vendor Show less PROGRAM: Contact Centre Optimisation ProgramThe CCC Optimisation program managed the delivery of 3 key projects:- Contact Centre technology Transformation- Operating Model Transformation- Performance OptimisationKey responsibilities and business outcomes:- Major/key strategic Customer Contact Centre programme that delivered c.$10m Benefits in 2014 through Contact Centre technology change- Led management of program including Planning, Resourcing, Forecasting & Budget management Show less PROGRAM: Implement new Knowledge Management application (SupportPoint).Introduction and delivery of new knowledge management application and framework for WBC and RRB Retail and Customer Care. Key responsibilities:- Successfully led the implementation of the new knowledge management framework for Retail & Customer Care business- Project management and develop reporting framework and methodologies to create and manage stakeholder awareness and expectations from development, rollout for business units- Responsible for developing and analysing reports to prioritise and determine the rollout plan for SupportPoint in various business units Show less

  • Project Director

    Jan 2019 - Sept 2019

  • Project Director

    Jul 2017 - Dec 2018

  • Senior Project Manager

    Jul 2016 - Aug 2017

  • Project Manager

    Jan 2016 - Sept 2016

  • Project Manager

    Dec 2014 - Mar 2016

  • Project Manager

    Apr 2013 - Nov 2014

  • Project Manager

    Apr 2012 - Apr 2013
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  Westpac Group

  Oct 2021 - now

  PROGRAM: Consumer & Business Banking - Extra Care & Power of AttorneyA regulatory program established following the 2019 ASIC review of processes and services that support vulnerable customers managed through Power of Attorney, Financial Management Order and Guardianship. - The program was tasked to address the findings detailed in the ASIC observation and align the outcome to the ABA guidelines- Uplift processes and controls in line with Power of Attorney (PoA) and other legal instruments (Financial Management Orders and Guardianship)- Address gaps identified by internal reviews to meet regulatory obligationsSuccessfully leading a team of business, change and delivery professionals and working with cross-functional stakeholders across the Group to deliver a solution aligning to the regulatory commitments and ABA guidelines. Show less

  • Project Director

    Apr 2019 - now

  • Project Director

    Oct 2021 - Jul 2022