Sharon Kong

Experience

• 

  Pinpoint, MasterCard Loyalty Solutions

  Jan 2004 - Feb 2005

  E-Commerce Production Business Analyst – Content Management

  • Participated in all facets of E-Commerce web site enhancements, projects and IT solution implementations, including gathering and analysing business requirements for development of web sites for external and internal clients, content management and testing of existing sites, monthly audits and reports of Pinpoint and client web sites• Contributed to generating the highest ever online sales for the Entertainment Group in Pinpoint by providing my technical and analytical expertise in constructing creative web communications to customers for events• Some external clients included Citibank, Commonwealth Bank, Westpac, Accor, Salmat. Pinpoint owned sites included mybestbuys.com.au, everythingbutflowers.com.au Show less

• 

  IBM

  Mar 2006 - Jul 2006

  Business Analyst - Associate Consultant, Global Business Services

  • Prepared, managed, and organised 8 IT R&D Project Requirements submissions to the Government for the 2005 IT Research and Development (R&D) Tax Concession Government Claims which included establishing and maintaining relationships with project managers and team members to elicit relevant project requirements information, requiring innovative thinking and initiative• Participated in the collection and analysis of information of IBM IT projects and costs and prepared and created project costs spreadsheets for submission to the Government• Required high levels of accuracy and attention to detail and the ability to pick up new technical concepts and understanding of IT projects quickly to be able to create documents efficiently and accurately, and to Government standards Show less

• 

  Citi

  Aug 2006 - Dec 2007

  • Stakeholder Relationship Management at all levels, status reporting and holding monthly update forums• Supported and provided advice to Credit Cards Business Analysts• Supported Technology Relationship Manager for strategic initiatives and new project proposals • Managed the prioritisation of technology work requests for each BAU release each quarter• Monitored work request status, project and service delivery and usage based technology effort allocations• Managed the regional technology development centre relationships and offshore partners and vendors• Assessed the impact of new processes and technology against existing processes and infrastructure Show less • Awarded the ‘Cards and Consumer Lending Execution Excellence’ Business Award as well as the ‘Consumer Technology Star' Award in recognition of my BA skills, excellent delivery track record, business acumen, and relationship management skills with the business• Subject Matter Expert (SME) managing front-end Credit Card application systems and related business processes; VisionPlus knowledge (CICS)• Consultant to and trained other business analysis teams and business stakeholders providing support, recommendations, expertise and knowledge on front-end Credit Card Systems and recommended improvements to business processes• Facilitated requirements workshops, defined and documented detailed business requirements, mapped process changes and business workflows, reviewed functional/design specifications, reviewed test plans and test cases/scripts and conducted traceability and gap analysis of requirements• Documented user acceptance test cases and scripts, test plans and co-ordinated and executed UAT• Implemented business solutions to production, end to end, including post-implementation support• Investigated and resolved system problems efficiently and effectively in close collaboration with the system developers and business users• Acquired a solid understanding of the Systems Development Lifecycle (SDLC) and Projects Lifecycle and involved in the working group to improve Consumer Technology’s Systems Development Lifecycle Show less

  • Associate Relationship Manager – Cards & Consumer Lending BA Team, Consumer Technology

    Aug 2007 - Dec 2007

  • Business Analyst - Cards and Consumer Lending, Consumer Technology

    Aug 2006 - Dec 2007
• 

  ASX

  Jan 2008 - Nov 2009

  Senior Business Analyst

  Following my passion for delivery and Business Analysis work, I accepted a role as a Senior Business Analyst at the ASX. This role allowed me the opportunity to practice advanced business analysis skills in a different financial environment as well as mentor a number of BAs and undertake the role of Lead BA in three projects. I worked on different types of projects across the organisation relating to infrastructure, Change Management Process Re-engineering, software upgrades, Markets Supervision / Compliance and the major enhancement of the Central Securities Depository System, EXIGO. Responsibilities involved:• Requirements Work Planning, Communication and Management, Stakeholder and User Profile Analysis, Analysis of Current and Proposed Business Processes, and scoping out the area of study• Consultation with ASX Business and Technology groups from senior to functional levels to elicit, analyse and document business, functional, non-functional, reporting, data and system requirements, including preparation of documentation for approval by key stakeholders as part of Requirements Analysis and Documentation• Generating Functional Specifications, reviewing High Level Solution Designs and performing gap analysis to ensure alignment with business requirements as part of Solution Assessment and Validation• Reviewing Project Plans, Schedules, Software Change Requests and other documentation to ensure Project Critical Path progression and support of Project Managers• Assisting Project Managers with the collation of Project Proposal information including financial models• Vendor Relationship Management and liaison with IT solution providers (internal & external)• Co-ordination of testing, and consultation with System Testers and User Acceptance Testing Teams to ensure alignment of test cases with business requirements and appropriate classification of software faults• Involved in a Requirements Gathering Improvement Work Group Show less

• 

  Commonwealth Bank

  Nov 2009 - Feb 2010

  Senior Business Analyst - Retail Banking, National Consumer Protection Reform Program (NCPR)

  Moving back into the fast-paced retail banking environment, I worked on the National Consumer Protection Reform (NCPR) Project across Retail Banking Services - Enterprise Services, mainly dealing with the Responsible Lending legislation which implemented major changes to bank policies and processes. My role during that period included:• Research and knowledge building on the NCPR legislation, particularly around Responsible Lending• Supported and provided advice to other NCPR Business Analysts in their requirements workshops, requirements deliverables, facilitating the review of credit contracts and process mapping and analysis• Scoped out the area of work for Responsible Lending, as-is process mapping, conducting policy workshops and high level requirements document for this area• Established relationships with key stakeholders across the business Show less

• 

  Westpac

  Feb 2010 - now

  Due to re-alignment activities in the division in June 2019, I took on the responsibility of an additional Business Analysis Team within the Domain (GCM - Group Customer Master), a dual role as a Service Owner Lead (Project Engagements & Estimations Lead/Manager for CRM & GCM), as well as other responsibilities. My responsibilities and accountabilities in this role includes:• People Leadership role: Leading and managing the CRM & GCM Business Analysis and Service Owner Team, in the Customer & Engineering division of Group Technology• Agile Transformation Leadership: Contributing to the Leadership of the transformation, re-organisation, re-alignment and change management activities (people, processes, tools), for the Agile New Ways of Working initiative in the domain• Providing support to teams who are on the journey to adopting Agile• CRM & GCM Project Pipeline Engagement Lead & Manager / Service Owner Lead: This entails being the central point of contact for all stakeholders in the Bank requiring changes to the CRM & GCM systems, managing the incoming work requests, defining/managing the Engagement Process, Scoping and Estimation Process, and managing the division of work, roles and responsibilities for team members involved in the Engagement Process• Resource Management and Forecasting of all CRM & GCM Business Analysis and Service Owner resources• Coaching and Mentoring of High Performing CRM & GCM Business Analysts and Service Owners• Providing Coaching and Mentoring to individuals on the Graduate Program• Quality Control of CRM & GCM Business Analysis and Service Owner Artefacts and Deliverables• Uplift of Business Analysis and Service Owner capabilities and best practices in the CRM & GCM team Show less Promoted to Principal Business Analyst to lead and manage the CRM Technology team, in recognition of my achievements in the last 3 years within the CRM Team as the highest performing Senior Business Analyst during this period.• People Leadership role: Leading and managing the CRM Business Analysis Team in the Customer & Engineering division of Group Technology• Completed Westpac's Future of Female Leaders 2 Year Program in 2018• Quality Control of CRM Business Analysis Artefacts and Deliverables• Uplift of Business Analysis capabilities and best practices in the CRM team• Managing CRM Project Pipeline Business Analysis Scoping and Estimation Work and Stakeholder Management/Engagement• Resource Management and Forecasting of all CRM Business Analysis resources• Coaching and Mentoring of High Performing CRM Business Analysts• Commenced involvement in the Graduate Intake Rotation Program from February 2019• Participated as a Key Member of Business Unit's Agile Centre of Excellence. This entailed planning and running an Agile best practice showcase; the continuous improvement of Agile practices within BU; as well as providing Agile Excellence Consulting services to other teams who are on the journey to adopting Agile• Continually working on Waterfall and Agile CRM projects in a Lead Business Analyst capacity, including participation in the CRM component of the Bank's largest program, Customer Service Hub Show less I wanted to acquire experience in the CRM (Customer Relationship Management) space, particularly around Siebel (Oracle) technology. Since joining this team I have worked on a multi-million dollar project ‘RB Simplification’ to implement a major technology upgrade to Westpac’s CRM system, Relationship Builder, and build new functionality, streamlining processes for bankers. I also worked on a program of miscellaneous work to prepare and stabilise the RB system for the ‘Customer Service Hub’ development.• Completed Westpac's 2015 Technology Aspire Leadership 6-month Program. Each year Westpac HR accept 20 people from GroupTech to participate in this program, through nominations by respective heads-of and a selection process by HR.• Worked on CRM’s multi-million dollar project, ‘RB Simplification’, which entailed authoring and ownership of the functional specification, and was instrumental in the successful implementation of 5 releases throughout 2014 and 2015 for this project, acting in the capacity of Lead IT BA• Supported project resources in understanding the requirements and solution, and resolving issues related to business problems. Project resources that I worked closely with included Business BAs; IT & Business Project/Program Managers; UAT, SIT & SVP testers; Oracle consultants; ESB designers; Architects; Developers and Technical Leads• Supported ESB design activities for 12 ESB services; supported RB design and development work, resolution of UAT defects, resolution of PIV issues• Agile (Scrum) experience acquired on projects from March 2015. This included writing user stories and acceptance criteria; running Scrum ceremonies such as daily stand-ups, sprint planning, backlog grooming, sprint retrospectives, sprint showcases, release planning and release retrospectives• Participated as a member of the Business Analysis Community of Practice Leadership Team. This involved planning and running the quarterly BACoP for my department with other members Show less • Leading the Business Analysis capability within the IT Westpac and St. George Websites Team• Manager of Business Analyst resources within the team• Quality control and improvement of Business Analysis in the team• Assisting Project Manager with Project Management tasks such as Business Case development• Devising Functional Specifications relating to projects that impact Westpac and St. George Public Websites• Working in close collaboration with Project Managers, business stakeholders and technical resources to drive the achievement of project goals and business objectives Show less I joined the largest program in the bank, the Online Transformation Program which replaced the entire Westpac Online Banking Platform. I worked in the Interfacing Systems team which was responsible for ensuring the successful analysis, design, build, testing and implementation of the online banking channel’s interfaces with existing Westpac systems. My responsibilities included:• Facilitating workshops and writing functional specification documents for the interfacing system changes• Supporting the portfolio manager in managing pipeline of upcoming work in each interfacing system team including communication of information, securing resources, reviewing and providing input into project schedules, task planning and estimation and providing technical/business expertise• Relationship management with the interfacing system teams and internal OTP stakeholders• Acted in a Lead BA capacity for several Interfacing System BA team members whilst in the 'Staff Assisted Feature Group'• Supported design and interface specification activities for the ESB (Enterprise Service Bus) Team and Architecture team. Involved in data mapping activities. Presented architecture designs at JAD workshops• Worked with OTP architects, requirements business analysts, process analysts, operational analysts for design, business requirements, process, non-functional requirements development; supporting OTP stakeholders with the empowerment of backend system information and knowledge• Lead the BA work in the ‘Branding’ Feature Group of OTP which entailed delivering a white label channel for white label client UBS. This involved continuous Requirements Management and Clarification, Stakeholder Management with UBS SMEs, and acting as the main contact point for OTP for all white label branding requirements, issues and enquiries. Brief involvement in managing the Content Management work for OTP. Show less

  • Service Owner Lead - Customer Relationship Mgt (CRM) & Group Customer Master (GCM)

    Jun 2019 - now

  • Principal Business Analyst - CRM & GCM Technology, Customer & Engineering

    Jan 2016 - now

  • Senior Business Analyst - CRM Technology, Customer Service Hub

    Apr 2013 - Dec 2015

  • Senior / Lead Business Analyst - Websites, Technology

    Jul 2012 - Mar 2013

  • Senior Business Analyst - Online Transformation Program

    Feb 2010 - Jul 2012