Areas Of Expertise:
- Program/Project Delivery
- Portfolio Management
- Integrated Roadmap
- Stakeholder Management
- Vendor Management
- Team Management
- 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.
- Colonial First State
- Macquarie Bank
- Virgin Australia
- Energy Australia
- Australia and New Zealand Bank (ANZ)
- National Australia Bank (NAB)
- Goldman Sachs JBWere
As Program Manager at Colonial First State, Jason led the delivery planning to migrate fund management applications and data from on-premise to Azure cloud with integration to external data service providers and in-house core systems.
As Program Manager at Macquarie Bank, Jason supported the planning of the multi-year Capital and Liquidity End to End Transformation programs for the implementation of strategic solutions and business processes to meet APRA and ARS 220 compliance requirements.
As Program Manager at AGL for the demerger of electricity generation and retail business, Jason formulated the technology Program delivery plan for Trading business to implement a new Azure cloud environment and to migrate applications and data to the new platform.
As Program Manager at Virgin Australia, Jason assessed the Project Management capability of the organization, recommended improvements and uplifted the PMO capabilities. In addition, Jason evaluated portfolios and key projects, identified areas of concern and developed plan to address these concerns.
As Program Manager at Suncorp, Jason led a cross functional IT and Business team to re-imagine insurance claims customer journeys to address 150 pain points and to enhance customer experience. Jason also developed delivery roadmap to realise the future state of customer journeys. The team received Suncorp Shine Award for their achievements.
As Program Manager at Suncorp, Jason owned and managed a customer centric program with multiple cross-functional Agile teams covering both Organisation Change Management (OCM) and technology changes to transform sales and service and claims Contact Centre operations by implementing a 24×7 cloud based Google AI system with real time integration to Suncorp internal systems to automate 6M customer calls per annum.
As Program Manager at Suncorp, Jason delivered a program to implement an AWS hosted hybrid cloud 24×7 Call Recording system with real time integration to internal Suncorp applications in aggressive timeframe of three months by using Agile methodology and migrated 8,000 agents in Australia and New Zealand to the new system. Jason also delivered the sourcing of customer call records meta data to the Speech Analytics system.
As Program Manager at Energy Australia, Jason successfully delivered a $10M Contact Centre transformation program covering both OCM and technology changes by leading a tribe with multiple squads to enhance customer experience, to uplift applications and to meet compliance requirements. Jason also 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. The platform consisted of a suite of integrated cloud Contact Centre telephony system, webchat, agent desktop, Workforce Management application, Call Recording application and speech analytics.
As Program Manager at Energy Australia, Jason delivered a Credit Management Transformation Program (~$6M) to implement a cloud base credit application with integration to Credit Agencies and internal digital and billing applications to perform real time credit checking for new customers, reducing the processing time from days to seconds.
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. He delivered a centralized application with real time integration to core banking systems, built new infrastructure, uplifted in-country network capacity, revised business operating model, developed business processes and executed Organization Change Management (OCM) and chaired Program Control Group meetings with COOs and Heads of IT.
As Program Manager at ANZ, Jason delivered an initiative to uplift a suite of integrated Small Business Loan Applications to mitigate operational risk.
As Program Manager at ANZ, Jason upgraded the Mortgage middleware gateway that integrated all the Mortgage loan applications for end-to-end processing.
As Program Manager at ANZ, Jason uplifted four enterprise middleware gateways for Corporate, Payments, Markets and Digitals; and migrated over 100 applications onto the new middle gateways.
As Program Manager at NAB, Jason owned and managed a transformation program with multiple Agile squads to deliver a brand new strategic mass payments system with integration to 20 applications and to implement a payments datastore for real time dashboard reporting. Jason managed senior management stakeholders, participated in 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 at ANZ, Jason owned and managed a transformation program to deliver a new payments capability for ANZ Asia regional offices. Jason revised operating model, developed business solutions and executed Organisation 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 Senior Management. He developed and owned Business Cases and realised post-implementation benefits. Budget $12M, team size: 12 direct reports.
As Program Manager at ANZ, Jason delivered an initiative to implement an artificial intelligence system with real time integration to the SWIFT payments system to improve straight through processing rate.
As Portfolio Manager at ANZ, Jason managed the delivery of IT requests from Group Finance, Group Risk, Audit, Legal and Shared Services. He shaped the priority of requests, optimized resource allocation and formulated portfolio delivery plan.
As Program Manager at Goldman Sachs JBWere, Jason delivered programs to implement a CRM system for the Wealth Management arm of the organization, covering both OCM and technology changes.
As Program Manager at EDS, Jason successfully delivered multiple programs to Telstra as client organization and earned “EDS Top Gun” Award for his leadership, consistent quality delivery and outstanding customer services.
As Consulting Executive at HSBC, Jason provided management consultancy to HSBC Bank in Southeast Asia and Middle East to transform their business with business process re-engineering and organizational restructuring. Jason presented the recommendations to HSBC in-country CEOs/Executives.