Write a cover letter for Risk Management lead at Casey Council by replying to position description “1. Position Purpose
» Lead the Risk Management Team in the delivery of enterprise risk management framework activities to minimise exposure to a broad range of risks in line with legislative requirements.
» Embed a resilience framework to enable Council to continue to deliver critical operations in the event of disruption.
» Coordinate risk identification, reporting and management activities across Council that promote business excellence, including Council’s insurance and claims management frameworks.
2. Key Responsibility Areas
Risk Management
» Provide advice, support, and information to Council business units regarding risk management services.
» Incorporate a ‘whole of business’ view focused on risks and opportunities to continuously improve Council’s risk management framework.
» Undertake assurance activities to ensure risks are adequately controlled and operating effectively.
» Collate and analyse data to identify emerging issues, risks and opportunities, and related trends and recommend options for effective resolution and business improvement such as review of legislative requirements and implementation of procedures and processes.
Position Description
» Facilitate and coordinate the identification of risks and opportunities and support ‘risk owners’ to assess and develop strategies to mitigate these risks.
» Maintain and regularly update Council’s corporate risk register and other systems to ensure accurate, timely and up to date information and reporting to the Head of Corporate Safety and Risk on risk activities and outcomes.
» Coordinate and maintain a robust business resilience program, embedding a strong best practice resilience culture to ensure continuity of services.
» Manage Council’s insurance and claims portfolio. Provide advice regarding insurance programs and premiums (excluding workers compensation) including policies and procedures to minimise claims, maximise cover and reduce liability exposure to Council.
» Undertake incident investigations, report on findings, and make recommendations to assist in process improvement mitigating risk and maximising opportunities.
» Review, develop and maintain relevant documents, policies, and strategies to support the risk management function ensuring link to best practice frameworks, legislation, and key Council policies and procedures.
» Provide required communication and training to enhance staff awareness of the risk management function including but not limited to risk management, insurance, liability risks, and business continuity.
» Support the management of all elements of fraud control to build prevention of fraud awareness and maturity, ensuring alignment with relevant standards and compliance obligations.
» Manage corporate insurance and risk related software programs and systems including but not limited to CAMMS, RiskWare that supports active reporting and continuous improvement.
» Support the preparation and coordination of section budgets and written reports to ensure compliance with corporate and external reporting responsibilities including but not limited to Council/Audit & Risk reports, media releases, annual business plans, LGPRF data.
Leadership
» Lead a high performing team by clearly defining role expectations, monitoring performance, coaching, providing timely and constructive feedback and facilitating employee development.
» Establish and monitor work priorities to meet departmental and corporate objectives.
» Develop and maintain a team culture that is positive, collaborative and customer focused
» Monitor and report on contractor performance to ensure contract compliance is maintained against service level agreement objectives.
» Through leadership and example promote Casey’s values of Dream Big, Empower Each Other and Make our Community Proud.” Using resume “
OVERVIEW
Business professional with a background in business analysis, process improvement and digital transformation. Delivered organisational change in operations, strategy, culture, and compliance teams by implementation of new and innovative business solutions. Highly independently, driven and solutions-focused, with a solid track record for successfully facilitating challenging and controversial projects and mediating difficult internal and external customer situations. Strong focus on customer-centric operations and filling in multiple roles simultaneously within small to large businesses.

CORE SKILLS

Business Management	•	Operated as a production liaison for businesses, talent and public sector agencies. 
•	Accustomed to managing multiple projects and priorities in fast-paced, high-performance environments.
•	Successfully partnered with vendors in developing key partnerships.
•	Organised and detail orientated. 
•	Ability to work under pressure within tight deadlines and exceed stakeholder expectations. 
Resource Management 	•	Skilled in building motivated teams and supervising support staff in complex business and technical environments. 
•	Solid experience in coaching, staff training, goal setting and performance evaluation. 
•	Specialised in working closely with vendors and internal management to control expenditures, allocate resources appropriately, and bring in talented individuals within budget.
Customer Service and Conflict Resolution	•	Over 11 years’ of customer service experience in telephone and face to face service. 
•	Experienced with sales, troubleshooting, technical support and customer care. 
•	Knowledgeable in complaints de-escalation, with the ability to maintaining a positive and friendly disposition. 
Change Management and Coaching	•	Ability to perform under pressure and ability to adapt effectively and efficiently to change. 
•	Detail-orientated with success implementing solutions to create optimal efficiency. 
•	Strong leadership skills with experience in developing new teams, providing coaching and managing under performance. 
•	Strong interpersonal and communication skills with the ability to collaborate with diverse individuals.


PROFESSIONAL EXPERIENCE


City of Kingston				      	 July 2021 – Present
Customer Records | Corporate Information | Customer Experience
The Customer Records role is responsible for exploring, executing, and shaping future customer related strategies. This role works closely with departments to optimize the use of customer records and drive process improvement to enhance customer satisfaction. The role is responsible for analyzing and promoting best practices for customer record management, while emphasizing the significance of accuracy and good governance in shaping the future of customer record management.		
Achievements:
n	Redesigned 16 of the customer records tasks to align with Council Plan, ensuring we contribute to the Councils strategy
n	Review Councils Policy and Standards related to customer records to ensure relevant for todays standards and meet legislation
n	Increased team task success and visibility by introducing Agile methodology for enhancements and problem solving, leading to major projects such as Master Data management tool, Minimum data standards policy and Data Governance Framework
n	Reduced Customer Records risk through end to end service mapping with a customer centric focus. 30+ service maps currently completed, reducing time waste by over 200 hours per week and continuously improving
n	Reduced council-wide customer records interaction time through continuous improvement, process mapping, reporting improvements, automation and lean
n	Increased team satisfaction from 30% to 80% by introducing a team development program to enhance team members through collaboration, training and mentoring
n	Developed reporting strategy to monitor and improve the flow of customer records through multiple applications and departments
n	Standardised documentation through introduction of data standards policy and business rules council-wide
n	Established work procedures and processes that support company and departmental standards, procedures, and strategic directives

Accountabilities include:
n	Enhance the customer journey and maintain accurate customer records by conducting a comprehensive evaluation of end-to-end service mapping
n	Maintain adherence to industry standards, regulations, and company policies through regular process compliance evaluations. Conducting audits of data security incidents, reviewing policies and procedures, and proposing future risk mitigation strategies
n	Develop and deliver corporate wide customer records information and training program to improve customer record administration practices
n	Create comprehensive project documentation that adheres to established standards to promote visibility, accountability, and effective management of all related projects
n	Subject matter expert to support and maintain applications for over 900,000 customer records across 18 departments and 37 databases

Other Responsibilities:
n	Council Corporate Information Team Culture Champion
n	Privacy and Data Protection Committee: Customer Records Expert
n	Data Governance Framework Project

n	Application Procurement (tender): Led the purchase of a Master Data Management Software including leadership buy-in, documentation and procurement.
n	Implemented Agile Scrum, documentation templates, project boards and increased velocity and    predictability




Baptcare 				    January 2020 – July 2021
Transformation Administrator Analyst & Salesforce Integration & Improvements
(Pilot Project Team)
Baptcares transformation team are responsible for identifying new solutions in which to develop new ways of working and pilot a new ‘Self-managed Package’ product. The pilot project additionally entailed the introduction of the Salesforce platform as an “all-in-one” CRM tool to help reduce manual effort and increase business efficiency. It was the sole responsibility of the *Transformation Administrative Assistant (*new role) to assist with the day-to-day operations of the pilot project, PLUS continuously track, test, and provide feedback on all the new tools and processes being implemented within the pilot project.
		
Responsibilities:
n	Build customer centric administration side by developing customer progress reporting, leadership reporting, continuous process improvements, cost/benefit analysis.
n	Review of all company policies, procedures and framework to ensure new revenue stream adheres to legal and company requirements, meet the projects goals, and re-write documentation to involve new revenue stream team.
n	Sourcing, onboarding and offboarding of suppliers and team members. Provide training and access to multiple platforms.
n	Translated platform improvements into user friendly language for training documents & workshops
n	Designed and ensured progress reports assist in budget acquisition from leadership
n	Successfully created, prepared and maintained a temporary CRM and financial management solution tool, ready for scale and transition using Microsoft 365 (Excel, Teams, Outlook, Powerpoint) while Salesforce was being developed by the Technology Transformation Team.
n	Ensured the new Salesforce platform is compliant (for audit purposes) and is an improvement from the legacy platform by mapping out “as is” and “to be” processes and conducting UAT (User Acceptance Testing) of key features for business operations.
n	Achieved strong partnerships and engagement with various internal stakeholders to ensure smooth interactions and platform transition.
n	Identified and helped introduce new platform ideas that significantly improved the accuracy of data and also the time/effort involved in the pilot’s administration role and thus, increased efficiency by 300%.
n	Increased the pilot team’s profit by 20% by developing utilization model and prioritizing technical and functional requirements to support key revenue ideas.
n	Supported the pilot team in developing various training guides and material – including videos and manuals, in preparation for future scaling/business roll-out.
n	Developed project administrative touchpoints such as process mapping (financial, operational, functionality, customer journey, architecture), creating user stories related to administrative roles and develop, test and deliver results (user training, Leadership team, finance, HR).



Blockbid Pty Ltd 				July 2018 – December 2019
Strategic Planning / Business Analyst / Senior Administrator
Blockbid is a financial institute start-up specializing in cryptocurrency. Common in many small business / Start-ups, I held multiple ‘hats’ such as scrum master, project lead, QA, stakeholder engagement and Executive Assistance. My role was to manage cross-departmental relationships, ensure the project’s scope and roadmap aligns with the business goals, is achievable, and within financial budgets. The role provided project agility and team dynamics by supporting senior managers with their day-to-day operations.


Responsibilities:

•	Onboarding of employees (advertising, interviewing, training, access and equipment control) and external stakeholders such as funding partners and platform collaborations, ensuring confidential documentation and accurate procedures mitigating risk.
•	Planned meetings with stakeholders for executive team (CEO, CIO, CFO, CMO, CSISO).
•	Lead ICT improvements and increased visibility of processes and platforms to streamline agile workspace.
•	Worked with Team Lead to monitor and run user stories classifications, sprint planning, retrospectives and stand ups.
•	Determined project direction changes meet project goals and commitment
•	Ensured project budgets are achievable and negotiate extra funding when required
•	Secured additional funding through R&D grant which supported 20% of the project’s yearly budget.
•	Decreased project cost by $40k a year by removing and consolidating similar platforms used by various departments. Established strong team relationships assisting in smooth platform training and transition.
•	Improved and halved administrative processing time by analyzing and mapping out current business processes and working with the administrator to eliminate bottlenecks.
•	Liaise with Product Owners to update the projects progress and iterations
•	Design of platform architecture by mapping and interpreting the platforms back end, API gateway and front end into a simple map.


Business Without Borders 						February 2018 – July 2018
Human Resource Manager / Project Lead
BWB is a group of Swinburne students and Industry professionals, aiming to enhance social prosperity with social impact activities in order to make a difference in their local and global communities across borders. The HR Manager is responsible for ensuring their team of volunteers has the most enjoyable experience working with BWB.
Responsibilities:
n	Increased exposure from 150 to 300+ students within 1 month by creating recruitment strategy targeting volunteers’ interests.
n	Planned & implemented retention strategy within 4 months to increase member engagement.
n	Increased compliance to 100% by refreshing and updating administrative procedures to create a more streamline data management system.
n	Improved volunteer retention through achievement recognition, improvements to the working environment and professional development.
n	Lead product development through design thinking and agile methodology process. 
n	Increased client’s business portfolio to top 10 in Siem Reap, Cambodia.




Australia Post						                   September 2007 – January 2018
Post Office Manager
Australia Post provides postal services in Australia. The Postmaster is responsible for the supervision of local mail delivery logistics and all retail operations. I manage customer relations, branch budgets, manage expenses, ensure compliance and prepare reports for corporate managers.

Responsibilities:

	Maintained satisfactory compliance of greater than 95% over 10 years 
	Procured and maintained business customer contracts
	Increased store profit into six figures within 2 years and maintained over 8 years
	Drove highest KPIs within region and achieved #1 Post Office in South East for 2015/2016.
	Successfully assessed team skills and developed 2 juniors into accredited verification officers.


PROFESSIONAL KNOWLEDGE & SKILLS


n	2019 - MBA Swinburne Institute of Technology with a focus and leadership, strategy, operations.
n	Established in Microsoft Software Suite (Word, Excel, PowerPoint, Visio, OneNote), Salesforce, Jira, Confluence, Basware, Concur, Sharepoint, PowerBI - Datatale
n	Hold valid Victorian Drivers Licence and Australian Passport
n	Second language: Cambodian
n	Experience with co-ordinating events and training sessions for internal and external stakeholders.
n	Proven proficiency at thinking and coming up with solutions and responses beyond that which is rote or rule-based
n	Experience in Agile and Waterfall Methodologies and project lifecycles
n	Ability to connect with others in a direct way, to sense and stimulate reactions and desired results
n	Able to represent and develop tasks and work processes for desired outcomes
n	Capable to work productively, drive engagement and demonstrate presence as a member of a virtual team
“ by rewriting previous cover letter “I am writing to express my interest in the Senior Business Analyst position at Australia Post. With over 15 years of experience in customer experience, transformation, process improvement, and project management, I am confident in my ability to make a significant impact on your organization and contribute to its mission of delivering better outcomes for the community.
In my current role as Customer Records Coordinator at the City of Kingston, I have successfully implemented various innovations to improve customer experience, streamline processes, and ensure compliance. My expertise in Agile methodology and my experience in leading Data Governance Framework projects have resulted in increased team satisfaction and optimized resource allocation. 
Some of my key accomplishments in previous roles include:
1. Redesigning customer records tasks and implementing Agile methodology to increase team task success and visibility
2. Reducing customer records risk through end-to-end service mapping with a customer-centric focus
3. Introducing a data standards policy and business rules to standardize documentation across the council
4. Leading the procurement and implementation of a Master Data Management Software system
5. Collaborating with senior leadership teams to effectively oversee the implementation of service review recommendations and manage service implementation projects

In the role of Senior Business Analyst, I am confident in my ability to:
- Architect, scope, and define program-wide application, information, and integration designs
- Manage the ongoing delivery of quality for governance structures and processes
- Define team structures and manage cross-functional delivery of departmental policies and services
- Proactively identify, document, and manage issues and risks associated with work being undertaken
- Develop and maintain strong relationships with internal and external stakeholders
I have solid experience in process re-engineering, enabling digital capabilities, and have held senior business analyst roles where I have been recognized for my excellent analytical and commercial approach. My expertise in best practice data management, reporting, and analysis, along with my proficiency in database management/business intelligence/visualization tools make me an ideal candidate for this position.
In the role of Senior Business Analyst at Australia Post, I am confident in my ability to identify, quantify, and prepare solution options and recommendations for business decision making, enabling simple, scalable, and sustainable solutions to be developed that simplify systems and processes to improve productivity, ultimately reducing costs and enhancing the overall customer experience.
“ and adding my experience such as
•	Part of the risk and privacy committee that discuss possible breaches, governance and audit concerns. Investigate risk related to customer records by reviewing end to end processes and ensure they adhere to acts such as  Privacy and Data Protection, Local Government, Freedom of Information, Information Privacy.
•	Service Blueprint creator incorporating customer journey mapping, end to end process mapping, information journey mapping. Improve process and ensure all process has high customer value and meets legislation, acts and policies.
•	Reduced risk and liability concerns in customer record collection, handling and destruction by Identifying areas of reporting and KPI improvement for Council related to Customer Records”