Write a cover letter for Senior Business Analyst at Australi Post by primarily answering “About the opportunity
Fantastic opportunity for an experienced Senior Business Analyst to make a real impact, you will work with Customer Success leaders to review business processes from end to end to identify opportunities to improve efficiency and drive improvements in employee and/or customer experience.

What you’ll deliver with us
Reporting to the Head of Business Performance and Insights the position will identify, quantify and prepare solution options and recommendations for business decisioning enabling simple, scalable and sustainable solutions to be developed simplifying systems and processes to improve productivity, reduce the cost to serve and delight our customers.
“ and secondarily answering “You’ll also

•	Identify and recommend opportunities to remove manual work and increase automation in the way we work
•	Review and document assigned business processes from end to end to identify opportunities to improve efficiency.
•	Conduct data analysis to quantify and qualify process, system improvement opportunities informing prioritisation.
•	Conduct re-engineering workshops with key stakeholders to identify the optimal solution to address customer and organisation needs
•	Contribute to the development of documented plans to identify resource, subject matter experts needs where appropriate and refine business requirements.
•	Analyse and model data to generate insights (issues/opportunities) and recommend business process improvement opportunities
•	Review financial reports and provide recommendations and take remediation action where required to drive efficiencies, reduce our costs to serve and improve the customer experience.
About you
You are an experienced Business Analyst who thrives in a large, values-based organisation. You'll have strong experience in communicating complicated concepts to audiences and crafting compelling stories based on insights and analysis.

You’ll also have

•	Experience in process re-engineering
•	Experience enabling digital capabilities
•	Experience in a senior business analyst role and recognised for your excellent analytical and commercial approach
•	Knowledge of process improvement, project management and lean methodology tools and processes
•	Proficiency in developing strategic, data led, customer solutions, and converting detailed business requirements into clear and comprehensive solution design
•	Expertise in best practice data management, reporting and analysis
•	Strong experience in understanding and interpreting data and navigating with database management/business intelligence/visualization tools, e.g. Google Cloud Platform, Data Studio, Looker, Tableau etc.
“ by 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.
“ and rewriting using a similar structure “I am writing to express my interest in the Customer Experience Lead position at Medibank. 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 Principal Integration Developer/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 am eager to contribute my skills and experience to Medibank and help drive positive change for the community. Thank you for considering my application. I look forward to the opportunity to further discuss how my qualifications align with the needs of your organization.
“