Sophie Radoicovich

• Developed & led a global practice of ~30 Change & Enablement specialists and translators. This includes all resourcing, budgeting, and planning considerations for Enterprise-Wide HR Organisational Change Management (OCM) to enable the delivery of HR Transformation and Incremental Change priorities
• Accountable for the Organisational Change Management of SuccessFactors, a new enterprise-wide SAP HR platform impacting >80K employees globally. This includes all stakeholder engagement up to a Executive Committee and Country CEO level, and all supporting Change, Communications, Translation, & Business Readiness interventions
• Designed and delivered the HR C&E Operating Model. This includes structured stakeholder feedback surveys to identify and address key painpoints, to the realignment of core capability to align delivery with SCB's Agile Ways of Working
• Key accountable Org. Change Management Lead for all HR portfolio change including ServiceNow, Leadership Feedback, Feedback 365, 'Future Workplace Now', and core recruitment, performance and remuneration enhancements

• Program Lead for the establishment of SCB's centralized Global Client Outreach function. This includes Corporate, Commercial & Institutional Banking (CCIB) Client Outreach Target Operating Model design & implementation to support >20 regulatory change and remediation projects
• Successfully established SCB's centralized CCIB Client Outreach function within 6 months with notable improvements in the execution of regulatory change and the associated Client and Banker Experience. This includes change support for >20 regulatory obligations in all SCB operating jurisdictions and Project Management of all Frontline Learning requirements and Client communications campaigns
• Implemented campaign management processes & tools, Client Communications standards, Frontline engagement and training, and regulatory outreach process standards, incl risk committee approval. This resulted in the remediation of key Client documentation requirements, mitigating substantial regulatory risk
• Remediated >85K client contact records and created sustainable data quality processes to enhance SCB's Client communications, and the associated Client and Banker experience

• Scrum Master for 'proof of concept' Agile squad, including leading a multi-disciplinary team of 16 Developers, Business Analysts, Testers and Fenergo Product Consultants
• Successfully established COLT's first multi-disciplinary Agile squad, including the upskilling and coaching of staff in Agile 'ways of working' while managing Fenergo build activities in the SCB environment for the first time
• Delivered an Orchestration & Entity Management 'prototype' on time in a 6-week period, including planning and oversight of all scoping, analysis, development, & stakeholder engagement activities.

• Change & Implementation Lead for on-boarding, due diligence & regulatory reporting to meet FATCA, CRS & CDOT obligations in 29 participating jurisdictions
• Design & implementation of ANZ's global CRS Pre-Existing Due Diligence (PEDD) & Ongoing Due Diligence Solutions, and all associated change management, learning and communications activities
• Launched CRS APEA on-boarding processes & associated change management strategies to ~3K staff across 15 countries
• Designed & delivered ANZ's CRS APEA Pre-Existing Due Diligence (PEDD) solution to realise country specific obligations & operational efficiencies, including auto-classification capability for ~90%/200K PEDD cases without manual intervention and all associated change management activities.

• Accountable for the identification & realisation of incremental revenue and Client Experience opportunities in the Consumer Cards Portfolio of >2.5 million card holders
• End-to End Management of the Credit Limit Increase Programme, delivering ~$30mil in annualised revenue through digitized marketing strategies
• Designed & delivered ANZ's first trigger-based marketing communications suite for the Credit Cards customer on boarding journey, touching >500K customers annually and resulting in a 10% increase in spend active rates & a 15% increase in Digital 'activeness' against control
• Partnered with some of Australia's leading E-Commerce merchants & schemes to deliver proactive spend stimulation campaigns, resulting in a 9% uplift in spend engagement against control
• Championed changes to ANZ's credit risk regulatory compliance obligations, incl outbound sales channel optimisation to mitigate ~AU$7mil revenue impact as a result of enhanced credit risk requirements

• Stream Lead for the 'Lean' Complaint Reduction Program, established to realise ANZ's externally reported 10% complaint reduction target
• Achieved a 16% reduction in service complaints against a target of 10% via process enhancements & sustainable process controls.

• Complaint Resolution (CRC) Leadership Team Member with direct accountability for the Capability & Knowledge Management Function and Process Improvement Book of Work
• Identified & realised process improvement opportunities to achieve ANZ's 90%/5 day complaint handling Customer Charter for the first time
• Designed and delivered a Test & Learn pilot, substituting monetary payments with surprise & delight gifts. This reduced operational payments by 50% and increased cross-product holdings and client retention by 30% against control.
• Led the execution of a Realtime feedback survey, resulting in a 40% reduction in 'complaints about complaints'

An accelerated talent development programe which included offshoring transformation project assignments in Bangalore, India, and Operational Team Management of 10 direct reports.