RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal St...
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Resume - Dain Sanye - Sydney

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Resume - Dain Sanye - Sydney

  1. 1. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 1 of 6 Personal Statement: I lookforwardto joiningyourforwardthinkingorganisationwhere myleadership,directionandexperience will drive successwitha focusonexceptional service delivery. I am an experienced leaderof IT,Business,andProjectteams.Ihave extensive experience andsuccess using my collaborative andcoachingleadershipapproach. Myfocus is onincreasingproductivityandefficiency of the organisation bothwithinandacrossIT and Businessunits.Ileadby engagingmyteaminsuccessfully identifying, analysingandimplementingopportunities throughthe applicationof bestpractice methodologies, leanandcontinual service improvementprinciples. I leverage the mostappropriate and effective bestpractice methodologies forthe organisation (ITILITSM, DSDM Agile,DMAICSix Sigma,Lean,Detica,PMBOK,PRINCE2,etal) to successfullyimplement automation, standardisationandstreamliningof systems,workflows andcontrols.Iproactively enableandfacilitatemy teamto deliverscalable,sustainable androbust services, processes andplatforms,withineffectively controlledandgoverned frameworks.My achievements demonstrate strongand effectiveresultsinenabling our mostvaluable resourcestofocusgreatertime andeffortonmore profitable andhigher value-adding activities efficiently achievingourstrategic,tactical andoperational goals. Qualifications:  MBA  BachelorsDegree (fourmajors)  Lean Six SigmaBlackBelt  DMAIC Certified  ITIL v3  ITSMEnterprise Advanced  Certificate InformationTechnology  Mensa  Agile Coachand CertifiedPractitioner (DSDM—DynamicSystemsDevelopment Methodology)  PRINCE2Practitioner  PMBOK Diplomaof ProjectManagement  Certificate TrainingandAssessment  Certificate Government,Business Excellence,ContinuousImprovement Achievements: KPIsand metricsfrommysuccessful businesstransformationof DecisionManagement’sservice delivery resultedin: 1. Over$2MM incost savings plus$3MM in FTE resource reduction throughthe effectiveLeandesignand implementationof enhancedandnewefficiencyandproductivityprocessesandtools 2. Generationof $30MM (2015), $43.5MM (2016) inincremental revenue capacitytoCitibankmarketing activitiesthroughmystrategicdirectionandimplementationof more effectiveprocessesandsystems across the Bank 3. Continual andconsistentgenerationof +17.6% year-on-yeargrossincrease indelivery withzero incremental resource requirements provingthe future-proofsustainability of mydesignsand implementationmodel 4. Mitigationof significantrisksandreductionby 66%in the KPIfor critical severity businessincidents throughthe implementationof effectiveintegratedgovernance andcontrolsframeworks 5. Mitigationof repeat issues reducingtechnical incidentvolumeby 40% resultinginan 8% decrease inFTE workload throughincreasedandimprovedcontrolsandITILbestpractice focuson problemmanagement
  2. 2. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 2 of 6 6. Increase inservicesdelivered by31%(2015) throughincreasedcapabilitytoleverage targetedmarketing whichhas a significantlyhigherresponserate thanscattergun approach 7. Restructuredthe Decision Managementteamenablinga43% reductionincampaignmanagementFTE resultingina262% increase inworkefficiency($revenueperFTEresource) usingmyleanandreduced error workflows andcentralisedinformationmanagement 8. Streamlinedprocessesresultingina50% average decrease inrequestsforchange anda 70% average uplift inachievedservice deliverymonth-on-monthacross24 monthsfrom 2014–15 9. Managementof the implementationof new andenhancedsystemsandprocesses supportingover420 teammembersacross18 businessunitsand five corporate divisionssuccessfullyengagingandleading projectand operational resourcestoachieve robust, sustainable andeffective outcomesforthe Bank 10. Receiptof three Powerof One awards, two ClientExcellence awards, one Staraward,and winnerof ten Galaxyof Thanksawards for my continual support andimprovementof businessoperational andproject teamswiththe identificationandimplementationof effectiveenhancementstobankingsystemsand processes Star: In 2013 the DecisionManagementteamwas deliveringservices withadhocunrecordedchange implementation, significantmanagementtime absorbedinmanual collationandpresentationof progress reports, inefficientstakeholdermanagement,andrepetitiveissue resolution. I proactively recommended andimplemented multiplebestpractice workflow transformationsincludingITIL Service Management,Agile DynamicSystems Development,DeticaMarketingCampaignManagement,Lean and Six Sigmacontinual service improvements totransformthe DecisionManagement team, free-up resources,increase the efficiencyandproductivity of servicesdelivered,andimprovestakeholderexpectations and relationships. To achieve mydesiredoutcomes Idesignedandimplementeda complete seriesof integrated end-to-end processes andgovernance frameworkstoembed effective andachievableSLAs withRACIaccountability, ITIL incident,problem,change,knowledgeandreleasemanagement,SDLCsoftware development,Agile, PMBOK, Iterative andWaterfall projectmanagement.Itrained more than420 team membersacross 18 businessunits inthe benefitsand processestodelivereffectively managedservices withafocusonreducingerrorsand FMEA failure modes leveragingSix Sigmatools whilemitigatingrework andnon-valueaddingactivities,and removing manual handlingtouchpointswhere riskisaddedtothe process bythinkingLean. My successful business transformation now enablesDecisionManagementandaffiliatedsupporting teamsto provide greaterfocus andeffortoncustomervalue-addingactivitiesthrough the implementationof streamlined,standardisedandscalableprocesssteps,leveragingasingle integrated informationmanagement system,resultingin automatedtracking,monitoringandreportingof robustandsustainablydelivered services informedbybest-practiceprocessesandconsistent applicationof workeffort acrossall past,present and future DecisionManagementactivitiesthroughoutthe organisation. Key Skills and Attributes:  Leadership,Training and Mentoring My coachingandmentoring leadership styleandstrategicdirection focusesonquality,timelyandcost- effectivecontinualservicedelivery improvementprovidingthe businesswith greatercontrol and transparency of service demandandcapacity,significantly improvedservice reputationandenhanced stakeholderandcustomerrelationships
  3. 3. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 3 of 6 I enjoymentoringrisingstars,fosteringinnovation,andencourage challengingthe statusquo through benchmarkingandleft-fieldthinkingto proactively enable myteamstoseekoutthe moststreamlined, critical path from strategicand businessobjective todeliverable  Team Management I drive myteam to achieve exceptional resultsthrougheffectivecoachingandsupportwithclearand presentdirectioninanopen,honestandcollaborative environment I focuson removingbarriers andfacilitatingmyteamtosucceedina complex andchallenging organisational structure wherestrategicgoalpostsmove withoutwarningandadaptabilityisakeytraitof success My experienceincludesleadingIT,Business,andProjectteamsof 2–26 teammembersof bothspecialists and generalistskill sets  Banking and Financial Servicesindustryexperience I have a strong backgroundinConsumerBankingDecisionManagement,MarketingandChannel services includingcampaignmanagement,datacapability,advancedanalytics,and salesleveragingactivitiesthat delivertargetedservicestobankingcustomers  Service Managementand Delivery Throughmy effectiveleadership myteamnow deliversupto7MM targetedcustomeroffers (originally 2MM) through108 unique marketingcampaigns (originally30) percalendarmonth My teams’ productivity continuestoincrease +17.6% year-on-yearwithnoincrementalresources (infact with43% lessresourcesthanoriginally)throughmyeffectivedesignandapplicationof automated,lean, and sustainable workflows I successfullyimplementedITILbestpracticesin service delivery,incident, problem,knowledge,change, and release management intoablue sky environmentintegratedwithLean,Six Sigma,PMBOKandAgile techniques resultinginasignificant 31%improvementinservice deliverythrough leanprocessingand reductionsinerror,re-workand double-handlingacrossthe organisation I alsodrove the deliveryof systemicITILbestpractice service management solutions now providing automatedmonitoring,trackingandreportingof servicedelivery,trendanalysis,andprogressagainstKPIs inreal-time aswell aseffort-drivenSLAs resultingineffective transparencyof workprograms,demandand supplymanagement,andprioritisationqueues acrossstakeholderandco-supportingteams  StakeholderManagement I engage collaboratively withstakeholdersatall levels fromC-level tothe operational floor,developingand presentingcontinual service improvement businesscasestoachieve go-approval,gatheringbusiness needs,risksandsystemconstraints toensure abusiness-effective designforend-users,andproviding active and centralisedcommunicationplansandfeedbackloopsthroughoutthe end-to-enddelivery from concept-to-outcome, ensuringall stakeholdersare appropriatelyandeffectivelyinformedof the statusof all operational serviceandproject-drivenactivities
  4. 4. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 4 of 6  ProcessImprovement I successfullyimprovedworkflow productivityby 70%and efficiencyby 262% byrestructuringthe service deliveryof Citibank’stargetedmarketing andacquisition systemsandprocesses usingLeanandSix Sigma techniques I identifiedandremovedfailure pointsandnon-value addingactivitiesfromprocessworkflows, and implementedintegratedautomatedevent-drivenandreal-time notificationandreportingsystems significantlyreducingeffortrequiredtodeliverservices,monitorprogress, andperformreporting,while concurrentlyincreasingthe capacityof analystsacrossCitibank  Change Management I have designedandeffectivelyimplementedgreen-fieldbestpractice policies,processesandprocedures for service delivery, marketinginformationand campaignmanagement,serverandinfrastructure governance, eventsmanagement,learning,trainingandtalentmanagement, andprojectdelivery, providingsustainable,scalableandintrinsicframeworks acrossa range of businesses,resultinginrapidon- boardingand improvedqualityof transitions, withmore robustgovernance,complianceandcontrols I ensure the effective developmentof comprehensive policyandproceduresdocumentation, process maps and workflows, sharedknowledge sources,userguidesandtechnical documentationtosupportboth developmentandend-useractivity,aswell asthe deliveryof face-to-facetrainingandorientationsessions for all affectedstakeholderssothatchangesare able to be leveragedandeasilyenhanced through continual service improvement tomeetanydownstreambusiness requirements My streamlinedprocessesresultedina50% average decrease inrequestsforchange anda 70% average upliftinachievedservice deliverymonth-on-monthacross24 monthsfrom 2014–15  Project Management I successfullydeliveredarange of projectsontime and within$3MM budgetincludingthe designand implementationof bothnewandenhanced bestpractice service managementsystems, marketing informationand campaignmanagement,learning,trainingandtalentmanagement,andproject managementsystemsusingdynamicsystemsdevelopment(DSDM) Agilebestpractice methodology to standardise,automate andstreamline businessprocesses ensuringreturnoninvestment,reliability, scalability andsustainabilityof the resultantapplication,platformandprocesswithon-timeon-costhigh quality outcomes My managed projectsrange fromnewblue skyandgreen-fieldenterprisesystemplatforms,to transformative organisational processandprocedures,resultinginimprovedinformationmanagement and data quality,automationandstandardisationof activities,andimprovedriskmanagement, governance andcontrols I was the leadAustralianprojectmanagerforDecisionManagementfunctionalitythroughthe Citibank global go-to-commonplatformimplementation2014–15 duringwhich Iinitiated anumberof improvementstoservice deliveryprocesses whichhave beenappliedacrossthe APACregion (12 countries)
  5. 5. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 5 of 6  Technical expertise I am a businessmanagerwith technical skillsinVBA,SQLandHTML etal whichI use to ensure effective and accurate prototypingof systemdesignand enhancements aswell as ensuringthatI can always presentastrong businesscase for whatcan and can’t be done and why ina business-driventechnology- providedsolution I ensure technical time andeffortisproperlyestimatedand cost-effectivelyspenton prototype design, systemdevelopmentandtest activitiesthataddbeneficial valuetothe business I ensure my stakeholdersare alwaysdriventowardsspecific,measureable,realistic,achievableandtime- bound SMART objectives Employment History: Citibank Service Delivery Manager, Head of Campaign Oversight September2013–Present (Permanent)  I leda newteamin the implementationof ablue sky OversightFramework initiative toimprove managementcontrols,pre-auditprocessenhancement,and focuson the customer-as-an-individual.My implementationleveragedAgile principles,ITILbestpractice problemmanagementtechniques,andSix Sigmatoolsto diligentlyidentify,effectivelymitigate,andcontinuallycontrol risksto customersandthe organisation  I providedleadership throughasignificantperiodof complexchange forthe Australianconsumerbank withthe implementationof ago-to-commonglobal platformcomprisinga360 degree customerviewand decisionengine forcustomerserviceandmarketingactivities whichincludedsignificantrestructuringof teamresponsibilitiesandmanagementroles  I designedandimplementedthe ITILservice managementsystemsandmanagedthe deliveryof over300 services,nearly4000 change requests,andcontinual servicereleases  I continuallyinnovate andimplementnew standardisedandbestpractice methodologiesacrossthe organisation andpromote excellence throughnew andenhancedsystemsandprocessesacrossCitibank’s APACcountries  I effectivelyleverage Citibank’soffshore technical andoperational resourcesinIndia,the Philippines and Singapore tocontinuallyimprove the leadtimeandminimise resource costof developmentand deploymentof Australianbusinessrequirements  I continuallyidentifyandimplementopportunitiesto automate andstandardise similarandrepetitive activitiesacrossthe Bankfreeingupresource capacityandensuringconsistencyof input,output, communication,transparency andstakeholderexpectation Fusion 5 Limited; Infinite Technology; NST Worldwide Senior Consultant 2012–2013 (15 months—Permanent)  I designedandimplementedcloudandbespoke service managementsystemsincludingfunctionaland interface designrequirements,consultation,trainingandbestpractice configuration fororganisations includingSportsbet  I developedbestpractice ITILcompliantsolutionsforenterpriseICT,HRand Facilitiesmanagedservicesfor organisationsincluding YUMRestaurants(KFC,PizzaHut) and the NSWCatholicEducationOffice
  6. 6. RESUME—Dain Sanye Transformation and ContinualServiceImprovement Dain.Sanye@outlook.com 0404 677 287 SydneyNSW Personal Statement:.................1 Relevant Qualifications:...........1 Achievements:...........................1 Skills and Attributes:.................2 Employment History:................5 RESUME—Dain Sanye Page 6 of 6  I designedandimplementedefficiencyupgradestothe National WeighingandInstruments datasystem savingsignificantman-hoursthroughautomatingrepetitive processesandintegratingmobile functionality Government of South Australia Senior Project Manager 2004–2012 (Permanent)  I projectmanaged,designedandimplementedthe Departmentof Education’slearningmanagement system(LMS) servicing1000 trainersand40,000 end-usersacrossthe educationsectorcreatingasingle resource andaccess pointforall typesof training,professional developmentandtalentmanagement  I integratedlearning deliverywithSCORMcompliant interactivelearningobjects,learningmanagementfor front-enduseraccessandprofile management,trainingmanagementforrecordingandreporting AVETMISSnationallyaccreditedvocational educationandtraining(VET) qualificationsdeliveredbythe enterprise RegisteredTrainingOrganisation(RTO),andtalentmanagementprovidingasingle source of skills andqualificationsof educationprofessionalsacrossthe State  I engageda range of internal andexternal stakeholdersrepresentingadiverse scope of requirementsfor the end-solution,managedthe requestfortenderprocess,andachievedasignificantsavinginthe delivery of businesstrainingandprofessionaldevelopmentactivitieswiththe successful implementationof the organisation’s learningmanagementsolution Competitive Foods Australia Store Manager 2001–2004 (Permanent)  I managed the largeststand-alone restaurantachieving12consecutive months100% Mystery Customer Feedbackscoresandwasawarded one of the bestrestaurantsinthe State Pegasus Luxury Taxis and Limousines Owner/Operator 1998–2001 (Permanent)  I startedmy own small businessexpandingfromasingle silverservice taxi totwoluxurytaxisplustwo corporate limousinesoverthree yearsprovidingcorporate transferservicestobusinessclients  I employed 20full-time andcasual staff,andexperiencedthe introductionof the GSTas a small business University of Queensland, Griffith University Owner/Operator 1993–1997 (Tertiary)  Bachelor’s degree withfourmajors

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