Project Description

Jason Kwong

Program Manager

Areas Of Expertise:

  • Program/Project Delivery
  • Portfolio Management
  • Integrated Roadmap
  • Senior Stakeholder Management
  • Vendor Management
  • Team Management

Education:

  • Master of Business Administration (MBA) – Otago University
  • BSc. (Computer Science) – Victoria University of Wellington

About Jason Kwong

Jason is a senior IT leader with over 25-year experience in Banking, Financial Services, Insurance, Utilities, Consulting and Government. An experienced Program Manager in successfully delivering business transformation programs for organisations, using agile and traditional methods, to improve customer services, to streamline operations, to increase profit and to address operational risks. Jason is a strategist with solid experience in developing and managing integrated business & technology roadmap and customer journey.


What Jason brings

  • Rigorous Analytical ability, process improvement skills.
  • Proven ability in successfully delivering transformation programs covering both Business and Technology using agile and traditional methods.
  • Strategic thinker with solid experience in developing integrated roadmaps and customer journeys.
  • Vast experience in both internal and external stakeholder & vendor management with large corporations.

Key Clients:

  • Suncorp
  • Energy Australia
  • Australia and New Zealand Bank (ANZ)
  • National Australia Bank (NAB)

Key Achievements:

As Program Manager for Suncorp, Jason led a cross functional IT and Business team to re-imagine end-to-end customer journeys covering different products, claim types, touchpoints, systems and channels to address 150 pain points and to enhance customer experience by using digital, artificial intelligence, automation and system integration. Jason also developed delivery roadmap to realise the future state of customer journeys. The team received Suncorp Shine Award for their achievements. In addition, Jason owned and managed a customer centric program with multiple cross-functional Agile teams covering both business and technology changes to transform sales and service and claims Contact Centre operations with the use of Artificial Intelligence (Google-AI) integrated in real time with the core Contact Centre platform (Genesys) and backend systems through APIs , automating 6M customer calls per annum. Jason also delivered a program to implement a hybrid cloud Verint Call Recording system with integration to Genesys in three months by using Agile methodology and migrated 8,000 agents in Australia and New Zealand from NICE to Verint.


As Program Manager at Energy Australia, Jason successfully delivered the Contact Centre transformation program by leading a tribe with multiple squads to enhance customer and contact centre agents experience, to improve sales & services and to increase organisational profit – Budget $10M, Onshore and offshore end users 1,800. Jason managed business engagements and priortised 20 initiatives per year, created and led a high performing team of twelve direct reports and five major vendors. He set the contact centre technology platform direction by managing and delivering the integrated business and technology roadmap and Omni Channel Strategy to enhance customer experience and to improve sales and service. Jason managed business and technology stakeholders at executive/senior management level, successfully changing the dynamic of steering committee from tactical to strategic, exercised influencing skill to drive decision making. Built strategic and effective relationships with stakeholders and became their trusted partner, developed annual program delivery plan and sought budgetary approvals and established and executed Program governance framework.


As Program Manager at ANZ, Jason successfully delivered a business transformation program $10M, 30 core team members in aggressive timeframe and on budget. Jason transformed and centralised Retail Banking Teller & Payments Systems for four Asia countries (2,000 users in 16 branches) with the use of Agile practices, improving processes, enhancing customer services, enabling country-wide shared services, addressing operational risk and reducing annual IT operational cost. He built new infrastructure and uplifted in-country network capacity, revised operating model, developed business solutions and executed Organisation Change Management and chaired Program Control Group meetings with COOs and Heads of IT.


As Program Manager for NAB, Jason owned and managed a transformation program with multiple Agile squads to deliver a brand new strategic integrated mass payments application and infrastructure for NAB Australia. Jason laid the foundation for the New Payments Platform by implementing a new payments application (Global PayPlus), integration layer, data store and infrastructure that were integrated with 20 existing systems. The platform processed AUD multi-billion inter-bank payments in near real-time per day. Jason managed senior management stakeholders, participated and prepared presentation for the Project Advisory Board meetings and chaired governance meetings with senior management of Service Providers. Budget $30M, team size: 80.


As Program Manager for ANZ, Jason owned and managed a transformation program to deliver a brand new strategic real-time integrated SWIFT and high value Payments platform for ANZ Asia regional offices. The platform integrated in real-time with international SWIFT gateway, domestic Central Bank settlement systems and internal ANZ core banking system, AML system and Data Warehouse. Jason revised operating model, developed business solutions and executed Change Management for business implementation, simplified processes, addressed operational risk and developed controls to meet compliance requirements, obtained local Monetary Authority approvals for implementation and chaired Program Steering Committee meetings and managed stakeholder of COOs and IT Senior Management. He developed and owned Business Cases and realised post-implementation benefits. Budget $12M, team size: 12 direct reports.


As Portfolio Manager at ANZ, Jason managed the delivery of business requests across allocated business portfolio of Group functions. He shaped the priorities of requests with Business and Technology stakeholders, optimised resource allocation to meet the demand of Business and formulated portfolio delivery plan. Jason also managed the portfolio consisting of Business Intelligence, Data Analytics, Intranet, HR/Payroll, Finance applications and Risk Management applications.


Other Team Members