Transition Lead at ANZ Global Services Operations (2018-10 – 2025-10)
- Acts as the primary contact point and an enabler to ANZ Delivery Framework for Technology changes. Builds, and maintains effective relationships with colleagues, other business units and key stakeholders, anticipating and responding to evolving customer needs through controlling and delivering service transitions.
- Develop, manage, and execute detailed transition plans, including timelines, resources, and key milestones, to ensure the readiness of Level 1 support teams.
- Ensure business and operational readiness by applying governance processes and ensuring adherence to ANZ policies and standards, while aligning with ANZ's strategic objectives.
- Oversee the execution of technological changes, ensuring minimal disruption to services and staff operations.
- Validate deliverables through regular reviews and testing to ensure all services and applications meet quality standards before going live.
- Lead the creation and distribution of key documentation, such as user guides, training materials, and knowledge articles, and organize knowledge transfer sessions for analysts in AU, PH, and IN.
- Review transition processes and outcomes to identify areas for improvement and implement best practices for future transitions.
- Conduct post-implementation and incident reviews to assess transition success and uncover opportunities for improvement.
Project Management Officer at ANZ Global Services Operations (2015-04 – 2018-09)
- Successfully supported multiple enterprise-level programs by managing end-to-end onboarding of vendor resources, ensuring seamless integration into delivery teams.
- Led efficient offboarding processes and maintained up-to-date and accurate resource profiles in compliance with organizational standards.
- Acted as a key liaison between Delivery/Project Managers, HR, and Sourcing teams to ensure onboarding activities were completed within SLA and aligned with ANZ's compliance and governance frameworks.
- Managed confidential and sensitive information by coordinating directly with individuals and external vendor representatives to meet all onboarding requirements.
- Designed and implemented a centralized onboarding tracker, significantly improving visibility, accountability, and completion rates across onboarding requests.
- Ensured Day 1 readiness of new resources by proactively coordinating key access requirements, including LAN migration, token activation, building access passes, and other system provisions.
- Maintained and regularly updated essential workforce assets including resource registers, distribution lists, call trees, and organizational charts to ensure accuracy, accessibility, and alignment with current organizational structures.
- Delivered timely and accurate workforce reports and ad-hoc analyses to support resource planning and workforce management decisions.
Senior Team Leader; Project Management Officer at IBM Solutions Delivery Inc. (2010-04 – 2015-04)
- Led end-to-end project governance and delivery operations for all Integrated Technology Services (ITS) initiatives under IBM's Group Technology Service business, ensuring consistent execution across cross-functional teams and client engagements.
- Collaborated with IBM's Sales Operations Team to oversee contract signings, deal tracking and billings ensuring alignment with delivery timelines and timely recognition of revenue tied to payment milestones.
- Acted as the central point of contact for project staffing and hiring ticket workflows; coordinated resource approvals with country and regional executives, accelerating onboarding and delivery readiness.
- Appointed as Country Key Controls Operations (KCO) Focal Point for Solution Delivery, conducting critical compliance checks and internal control testing for ASEAN Business Controls. Enhanced audit readiness and supported risk mitigation strategies.
- Designated Country Focal for Cisco Systems transactions, which contributes majority of ITS revenue. Managed as Maintenance Technology Services (MTS) Sales Operations and led executive reporting cadence for revenue forecasting and pipeline health.
- Directed full lifecycle tracking of OEM hardware for ITS projects—from procurement and logistics to billing and revenue recognition—improving delivery timelines, inventory accuracy, and client satisfaction.
- Regularly interfaced with senior leadership across sales, delivery, and finance to provide real-time project insights, mitigate delivery risks, and align execution with business priorities.
Project Management Office Administrator at IBM Solutions Delivery Inc. (2008-06 – 2010-03)
- Oversaw key delivery metrics for Strategic Outsourcing accounts by evaluating labor forecasts, invoice tracking, weekly interlocks, and daily status reports to ensure compliance with service-level agreements and contractual obligations.
- Managed end-to-end reporting of project governance deliverables—such as backlog files, staffing reports, and operational reviews—while developing tracking dashboards and revenue backlog tools to provide senior leaders with real-time insights into deal health and project progress.
- Served as ASEAN focal for Resource Management, coordinating training, certifications, and performance evaluations across the region. Delivered skills management analytics to support strategic workforce planning and ASEAN Delivery Learning initiatives.
