Program Director, Group Information Program
(Commonwealth Bank of Australia - Jun '98 to Feb '00)
Role
Program Director for a Group-wide Program designed to enhance the organisation's operational and strategic
customer information management capabilities. In total, responsible for a team of around 40 people.
Major Achievements
- As Program Director, sought and secured in excess of $15m funding each year for a comprehensive,
Group-wide information programme.
- Project-managed a variety of teams across a range of business units including internal staff, contractors
and CBA's outsourced
IT provider, EDSA.
- Program was directly responsible to a Committee comprising the heads of all key business units (Customer
Service, Personal & Business Banking, Corporate & International, and Group Technology) and was
ultimately accountable to the Board.
- Direct responsibility for projects covering areas as diverse as Data Mining, Knowledge Management,
Customer Relationship Management, Customer Profitability and Management Reporting.
- Derived significant commercial benefit from Data Mining, particularly in the areas of fraud reduction
(fraudulent activity was identified within 24 hours of the implementation of the fraud algorithm) and
increased marketing efficiency. Conservatively, marketing benefits of the order of $5-10m per year were
achieved.
- Reviewed and selected software packages in a number of areas:
- CRM: review included Siebel, Vantive
- Data Matching: review included a bespoke SALMAT solution and IBM's Vality
- Customer Profitability : review included PeopleSoft, SAP and NCR
