Raminderjeet Kaur Palany

Experience

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  Click Energy

  May 2012 - Dec 2015

  Sales And Service Agent

  With a focus on driving customer engagement, retention and sales, I was responsible for managing inbound and outbound sales calls, delivering quality customer experiences and achieving individual sales targets. Due to my outstanding performance, I was recognised for achieving the highest sales target for the first two consecutive quarters of 2014, as well as consistently achieving 100% compliance, resulting in the delivery of exceptional customer service.

• 

  Nbn™ Australia

  Dec 2015 - Jul 2021

  NBN Co Limited, known as simply nbn, is a publicly owned corporation of the AustralianGovernment, tasked to design, build and operate Australia's National Broadband Network as thenation's wholesale broadband provider.As a Change & Acceptance Analyst and Project Coordinator, my primary focus was on rigorousdata analysis, transforming insights into actionable change strategies to improve businessoperations. My role involved meticulously examining business data, taking into account bothinternal and external feedback, to refine and enhance existing processes. Through this continuousanalysis, I was instrumental in identifying innovative solutions that addressed risks and optimisedoperations.Furthermore, I took the lead in managing cross-functional projects and fostering collaborationacross departments. This collaboration was pivotal in accurately mapping our current processesand visualising future prospects. To ensure a smooth change process, I dedicated myself tocrafting and implementing detailed change plans, collaborating closely with business leaders toguarantee aligned change delivery. Given my expertise, I acted as a Subject Matter Expert (SME),serving as a bridge between our business leaders and IT department, ensuring that our solutionstruly reflected business needs. Beyond this, I had the privilege of contributing to training programdevelopment, enabling smoother change adoption among teams.Key Achievements:• Achieved 100% data accuracy and governance, identifying process discrepancies andleading transformation through critical data governance strategies.• Established and maintained pivotal stakeholder relationships, ensuring that two key NBNdepartments complied with primary governance standards.• Earned commendation for in-depth analysis and presentation during Project Herb,providing invaluable insights for the company's strategic direction. Show less As Location Management Analyst, I was responsible for improving and maintaining data integrity within NBN's National Address database. This included ensuring that all commercial commitments relating to Address Matching processes were met through process road mapping and implementation, presenting serviceability, location and ready to connect status data to stakeholders, and identifying the root cause of data quality errors to recommend solutions.I managed a high performing, offshore team across multiple sites, including onboarding new employees and developing training for offshore teams, as well as assisting process owners to develop and implement process updates, and to communicate changes.I was also engaged as an SME for numerous projects; delivering valuable analysis and process improvements, leading transformational change and fostering strong stakeholder relationships to promote collaboration and buy in. Projects included:➤ Held Order Project (Greenbelt): Analysed and reported on knowledge gaps in adherence to processes, built and delivered training modules and followed up on the reduction in numbers. This supported the establishment of a robust performance model for the team, which in turn delivered significant financial gains for the organisation.➤ Remedy Incident Resolution Project (Greenbelt): Worked collaboratively in testing the pilot project to reduce resolution time of RSP queries from 48 hours to 24 hours, conducting root cause analysis and providing feedback on IT systems limitations, delivering valuable insight to overcome a significant project risk.➤ Remedy Aged incident Project (equivalent to Lean Six Sigma yellow belt under the NBN Self-Healing Program): Initiated and helmed the individual Problem-Solving Essentials Project, achieving a reduction in remedy aged incidents by following a glide path over a 2 month period through comprehensive quality analysis, documentation and delivering of up to date training packs. Show less

  • Change and Acceptance Analyst | Project Coordinator

    Mar 2019 - Jul 2021

  • Location Management Analyst

    Dec 2015 - Mar 2019
• 

  Capgemini

  Jul 2021 - Mar 2024

  🔹 Change Lead - (Tax Transparency, ANZ Bank) - Capgemini | 🔹Capgemini is a global leader in consulting, technology services and digital transformation,and is at the forefront of innovation to address the entire breadth of clients’ opportunities inthe evolving world of cloud, digital and platforms.As the Change Lead for Tax Transparency, my primary role has been centred around ANZBank's Customer Tax Transparency team. With a keen focus on understanding theemotional and psychological needs of the team, I've been integral in developing andimplementing comprehensive change management plans that ensure full compliance withFATCA and CRS regulations. In tandem, I've actively collaborated with the ANZ SeniorChange Manager, crafting empathetic change narratives and communication strategies.This approach has allowed for a more inclusive decision-making process, with multidisciplinary teams across 10 distinct operational regions coming together to ensure aseamless and compliant FATCA and CRS adoption.The introduction of a user-centric Change Dashboard stands as a testament to our effortsto provide real-time monitoring of change, significantly lifting engagement levels. Engagingand understanding stakeholders at every level, particularly assessing their emotionalreadiness, has been crucial in driving successful and tailored interventions.Key Achievements:• Boosted employee engagement and process adoption by 50% through emotionalintelligence insights.• Enhanced stakeholder commitment by 90% with empathetic techniques in ChangeVision workshops.• Ensured FATCA and CRS adoption across 10 ANZ operational regions througheffective cross-functional collaboration.• Implemented data-informed strategies that prioritised understanding of stakeholderemotions, leading to proactive interventions and consistent project success. Show less 🔹Change Lead (Munro Footwear Transformation Project, PMO) – Capgemini 🔹As the Change Lead for the Munro Footwear Transformation Project under PMO, I am drivingstrategic transformation by harnessing data insights and forging collaborative synergies acrossdepartments. Central to this role is the task of crafting and implementing data -backed changestrategies. These strategies are tailored to ensure every stakeholder, from project leaders to thesteering committee, fully grasps and supports the projected changes. This responsibility issupplemented by my continuous efforts to foster collaboration across diverse teams. Through thissynergy, we are effectively tailoring our messaging to resonate with different stakeholder groups,making the change adoption process more streamlined. Furthermore, working in close associationwith project managers, we are developing comprehensive change management plans.These plans not only emphasise the vision and rationale behind the changes but also spotlight thetangible benefits and associated costs. Recognising the power of continuous learning, I am alsoengaging closely with the Head of People & Culture and HR Business Partner. Together, we areinnovating learning pathways in alignment with our organisational goals, ensuring that ourworkforce is not only well-equipped to adapt to changes but also motivated to progress anddevelop within the organisation.Key Achievements:• Successfully amplified the understanding of the change process by 25%, attributed toeffective team collaborations and precise stakeholder communication.• Took the lead in developing comprehensive change management plans, thereby ensuringalignment of vision, rationale, and benefits with core organisational objectives. Show less

  • Senior Consultant

    Jul 2021 - Mar 2024

  • Senior Consultant

    Jul 2021 - Dec 2023
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  Orica

  Feb 2024 - now

  Senior Change Specialist