1. SARAH McCARTHY
0422 482 511, Sarah.McCarthy@outlook.com
KEY SKILLS
• 8 years Financial Services experience
• End-to-end project management and business
analysis
• Expert in card solutions and payments
• Stakeholder and client relationship management
• Card processing, platform and network knowledge
• Risk, legal and regulatory compliance
• Product management
• Marketing campaign and event management
• Charity committee member
QUALIFICATIONS
PRINCE2 Foundation and Practitioner Jan 2014
KINGSTON UNIVERSITY Degree – BA (Hons) Business and Psychology Sep 2003 - July 2006
EXPERIENCE
BT FINANCIAL GROUP Mar 2014 – Mar 2015
Product Development Manager – Westpac Online Investing
Projects delivered:
• Customer Lifecycle Management – customer engagement improvement
o Objective: to create targeted emails for customers at various stages in their lifecycle to increase take-up
and usage of the online broking platform.
o Performed gap analysis with the product manager
o Documented existing processes; gathered business requirements through workshops and meetings
o Wrote functional specifications for the new solution
o Worked with the IT team to come up with designs and process maps for the new solution
o Managed 3rd
party provider and internal IT team to build, test and implement a new interface
o Produced test plan in Quality Centre, performed UAT and PIV
o Outcomes: Increased newly opened account rates by over 60%, project delivered on-time and under
budget.
• TULO and BPay automation – process automation and systems upgrade
o Objective: to fully automate a manual process and migrate data from an unsupported server
o Gathered requirements from the business and internal technical teams
o Mapped existing processes, worked with IT to design and implement new interfaces and processes
o Performed impact analysis, produced training documents for affected teams
o Managed and performed UAT and PIV
o Outcomes: Project delivered on-time and under budget. Data accuracy was increased which led to time-
savings in data processing teams.
• Tax Reporting – customer experience enhancement
o Objective: to deliver 4 detailed end-of-year financial summary reports to customers.
o Took over management of this project from a colleague
o Ran workshops with a number of technical teams responsible for the source systems
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2. o Redefined project scope after discovering issues in one of the source systems and managed stakeholders
through the scope change
o Produced functional specifications, performed business verification testing and conducted post-
implementation review
o Outcomes: Project delivered on-time. Issue with source raised with system team to be fixed in time for
the end of the next tax year.
• Westpac Online Investing One-click project – new platform for online trading
o Assisted with the UAT and PIV which enabled this major project to be delivered on-time.
Key responsibilities:
• Leading the design, development and implementation of new products and services on the Westpac Online
Investing platform
• Managing projects and budgets
• Designing and re-engineering business processes
• Preparing, executing and maintaining project documentation
• Tracking and coordinating deliverable requirements with key project stakeholders, including third parties
• Collaborating with management and technical staff at third party providers
• Reporting on project delivery stages to senior management
• Overseeing new product ideas through product lifecycle, from concept to launch and implementation.
HSBC BANK AUSTRALIA Jan 2012 – Jan 2014
Product Manager – Cards and Unsecured Lending
Main achievements:
• End-to-end Project manager and business analyst for a technical solution called ‘SmartPIN’ across the debit card
portfolio. It enabled customer’s PIN numbers to be delivered straight to their mobile phones and provided
substantial cost savings to the Bank. The procedures which I established have been applied to roll-out this
solution across all card products for HSBC worldwide.
• Successfully launched new Visa payWave functionality across all debit card products, including a tailored staff
education ‘soft-launch’ competition.
• Created and implemented all regulatory compliance process changes across my team in order to pass internal
audit requirements. These were subsequently used as a model for other teams across the business.
• Completed an ‘In-branch activation’ project for debit cards which involved delivering a tailored training solution
for all branch staff nationwide. This resulted in staff being far more knowledgeable and engaged with the
product which lead to an increase in consumer take-up.
• Launched a successful ‘seasonal spend’ campaign to boost online overseas card usage and drive interchange
profitability across the debit card portfolio.
Key responsibilities:
• Implementing and managing card projects
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3. • Managing the debit card portfolio
• Building and managing strong relationships with card schemes: Visa, MasterCard and FirstData (eftpos)
• Managing relationships with key service providers: Oberthur Technologies and ComputerShare
• Working with technical teams and schemes to resolve data issues where customers were impacted
• Managing business compliance changes for all regulatory requirements
• Creating new product ideas and launching new product initiatives
• Working closely with a large number of other departments to resolve issues and deliver projects
• Initiating and implementing product and process enhancements to improve the customer experience, grow
profitability and increase market share
• Managing and understanding the debit card P&L and reporting the results across the business
• Writing and delivering training sessions for all customer-facing staff
• Planning and managing campaigns for existing products
• Preparing marketing plans; reviewing and approving marketing material
• Resolving escalated customer complaints and queries
THE INSTITUTE OF CHARTERED ACCOUNTANTS IN AUSTRALIA Sept 2009 – May 2011
Marketing Coordinator – Product Marketing
Main achievements:
• Awarded for the successful re-launch of the ‘LiveOne’ live online training product. The product was so successful
that it became a preferred choice of training for Members over face-to-face training. I also implemented and
managed a social media channel for the ‘LiveOne’ product and wrote the copy for its press release.
• 134% over-achievement on gross profit for the ‘Managing the Payroll Function Workshop’ direct marketing
campaign. This required a time-critical response to legislative changes, so I ensured that the date of this event
was moved forward to co-inside with the change. As well as over-performance on profit, I also exceeded my
registration goal by 49% and my revenue target by 74%.
• Managed a ‘Monthly Tax Update Series’ campaign which beat its gross profit targets by 94%. I also exceeded the
registration goal by 76% and the revenue target by 84%. This was because I arranged a Q&A session with the
presenters, which created a unique selling point.
Key responsibilities:
• Managing over 200 campaigns per year in the superannuation and tax portfolio through various marketing
channels
• Implementing strategic marketing plans and working closely with clients, internal teams and external agencies
• Responsible for budgets, costs, timelines and post-campaign analysis
• Presenting the above to management teams across a range of divisions
• Copywriting all campaign material and ensuring an on-brand approach
• Researching campaigns from similar organisations to ensure the competitiveness of our products
• Creating targeted marketing collateral for existing members around specific events
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4. • Writing creative and design briefs with internal design, digital and brand teams, as well as external agencies
• Implementing search engine optimisation and creating digital placements to drive web traffic
• Planning, creating and managing all marketing collateral via various methods of communication, such as DMs and
eDMs
• Ensuring brand integrity and maintaining the company image and message
• Launching special offers and promotions to increase sales
• Resolving conflicts between teams to ensure a successful route to market strategy.
THE INSTITUTE OF CHARTERED ACCOUNTANTS IN AUSTRALIA Mar 2009 – Sept 2009
Subscriptions Clerk – Membership Marketing
Main achievements:
• Implemented a rebranding strategy for all marketing related to a third-party product. I co-ordinated with several
different teams to ensure we had a product that we could go to market with. This required having the webpages
and artwork redesigned to be in line with the new brand identity.
• Improved the design layout and content listings for the ‘Charter Diary’ in the Institute’s monthly membership
magazine by working closely with the design and publishing team.
Key responsibilities:
• Assisting in the implementation of the member subscription process
• Initiating and analysing various subscription databases
• Working with the design team to create various printed materials
• Organising requirements for delivery of invoices
• Liaising with the digital team to set up and manage new webpages for new and existing events
• Acting as the first point of contact for all queries and discrepancies from customers and stakeholders
• Credit control responsibilities
• Providing administrative support to the Product Marketing specialists. This included assisting them with their
marketing campaigns.
DELOITTE & TOUCHE LLP Feb 2007 – Jan 2009
Tax Client Service Agent – Financial Services
Main achievements:
• Significantly reduced the average time for invoice payment by setting up a specialised database to easily identify
Aged Debt.
• Provided internal training for many members of the team to ensure that they were all able to perform asks to a
high level.
Key responsibilities:
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5. • Managing relationships for over 20 client organisations
• Creating and analysing monthly and quarterly billing and expense reports for all clients and presenting a
summary to senior managers on a regular basis.
• Corresponding with individual clients; regarding queries, issues and new applications for personal details and
payments.
• Submitting documents to HM Revenue and Customs in an efficient and timely manner
• Liaising with HM Revenue and Customs, on a daily basis, to resolve clients’ issues
• Meeting strict deadlines and demanding requests from team and individuals
• Preparing, organising and following-up on all client meetings.
CHARITY WORK
SOROPTIMIST INTERNATIONAL – SYDNEY
Executive committee member
Project Team Leader – Financial Literacy Project
Proxy Regional Representative
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6. • Managing relationships for over 20 client organisations
• Creating and analysing monthly and quarterly billing and expense reports for all clients and presenting a
summary to senior managers on a regular basis.
• Corresponding with individual clients; regarding queries, issues and new applications for personal details and
payments.
• Submitting documents to HM Revenue and Customs in an efficient and timely manner
• Liaising with HM Revenue and Customs, on a daily basis, to resolve clients’ issues
• Meeting strict deadlines and demanding requests from team and individuals
• Preparing, organising and following-up on all client meetings.
CHARITY WORK
SOROPTIMIST INTERNATIONAL – SYDNEY
Executive committee member
Project Team Leader – Financial Literacy Project
Proxy Regional Representative
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