1. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 1 of 6
Personal Statement:
I lookforwardto joiningyourforwardthinkingorganisationwhere myleadership,directionandexperience will
drive successwitha focusonexceptional service delivery.
I am an experienced leaderof IT,Business,andProjectteams.Ihave extensive experience andsuccess using
my collaborative andcoachingleadershipapproach. Myfocus is onincreasingproductivityandefficiency of
the organisation bothwithinandacrossIT and Businessunits.Ileadby engagingmyteaminsuccessfully
identifying, analysingandimplementingopportunities throughthe applicationof bestpractice methodologies,
leanandcontinual service improvementprinciples.
I leverage the mostappropriate and effective bestpractice methodologies forthe organisation (ITILITSM,
DSDM Agile,DMAICSix Sigma,Lean,Detica,PMBOK,PRINCE2,etal) to successfullyimplement automation,
standardisationandstreamliningof systems,workflows andcontrols.Iproactively enableandfacilitatemy
teamto deliverscalable,sustainable androbust services, processes andplatforms,withineffectively
controlledandgoverned frameworks.My achievements demonstrate strongand effectiveresultsinenabling
our mostvaluable resourcestofocusgreatertime andeffortonmore profitable andhigher value-adding
activities efficiently achievingourstrategic,tactical andoperational goals.
Qualifications:
 MBA
 BachelorsDegree (fourmajors)
 Lean Six SigmaBlackBelt
 DMAIC Certified
 ITIL v3
 ITSMEnterprise Advanced
 Certificate InformationTechnology
 Mensa
 Agile Coachand CertifiedPractitioner
(DSDM—DynamicSystemsDevelopment
Methodology)
 PRINCE2Practitioner
 PMBOK Diplomaof ProjectManagement
 Certificate TrainingandAssessment
 Certificate Government,Business
Excellence,ContinuousImprovement
Achievements:
KPIsand metricsfrommysuccessful businesstransformationof DecisionManagement’sservice delivery
resultedin:
1. Over$2MM incost savings plus$3MM in FTE resource reduction throughthe effectiveLeandesignand
implementationof enhancedandnewefficiencyandproductivityprocessesandtools
2. Generationof $30MM (2015), $43.5MM (2016) inincremental revenue capacitytoCitibankmarketing
activitiesthroughmystrategicdirectionandimplementationof more effectiveprocessesandsystems
across the Bank
3. Continual andconsistentgenerationof +17.6% year-on-yeargrossincrease indelivery withzero
incremental resource requirements provingthe future-proofsustainability of mydesignsand
implementationmodel
4. Mitigationof significantrisksandreductionby 66%in the KPIfor critical severity businessincidents
throughthe implementationof effectiveintegratedgovernance andcontrolsframeworks
5. Mitigationof repeat issues reducingtechnical incidentvolumeby 40% resultinginan 8% decrease inFTE
workload throughincreasedandimprovedcontrolsandITILbestpractice focuson problemmanagement

2. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 2 of 6
6. Increase inservicesdelivered by31%(2015) throughincreasedcapabilitytoleverage targetedmarketing
whichhas a significantlyhigherresponserate thanscattergun approach
7. Restructuredthe Decision Managementteamenablinga43% reductionincampaignmanagementFTE
resultingina262% increase inworkefficiency($revenueperFTEresource) usingmyleanandreduced
error workflows andcentralisedinformationmanagement
8. Streamlinedprocessesresultingina50% average decrease inrequestsforchange anda 70% average uplift
inachievedservice deliverymonth-on-monthacross24 monthsfrom 2014–15
9. Managementof the implementationof new andenhancedsystemsandprocesses supportingover420
teammembersacross18 businessunitsand five corporate divisionssuccessfullyengagingandleading
projectand operational resourcestoachieve robust, sustainable andeffective outcomesforthe Bank
10. Receiptof three Powerof One awards, two ClientExcellence awards, one Staraward,and winnerof ten
Galaxyof Thanksawards for my continual support andimprovementof businessoperational andproject
teamswiththe identificationandimplementationof effectiveenhancementstobankingsystemsand
processes
Star:
In 2013 the DecisionManagementteamwas deliveringservices withadhocunrecordedchange
implementation, significantmanagementtime absorbedinmanual collationandpresentationof progress
reports, inefficientstakeholdermanagement,andrepetitiveissue resolution.
I proactively recommended andimplemented multiplebestpractice workflow transformationsincludingITIL
Service Management,Agile DynamicSystems Development,DeticaMarketingCampaignManagement,Lean
and Six Sigmacontinual service improvements totransformthe DecisionManagement team, free-up
resources,increase the efficiencyandproductivity of servicesdelivered,andimprovestakeholderexpectations
and relationships.
To achieve mydesiredoutcomes Idesignedandimplementeda complete seriesof integrated end-to-end
processes andgovernance frameworkstoembed effective andachievableSLAs withRACIaccountability, ITIL
incident,problem,change,knowledgeandreleasemanagement,SDLCsoftware development,Agile, PMBOK,
Iterative andWaterfall projectmanagement.Itrained more than420 team membersacross 18 businessunits
inthe benefitsand processestodelivereffectively managedservices withafocusonreducingerrorsand FMEA
failure modes leveragingSix Sigmatools whilemitigatingrework andnon-valueaddingactivities,and removing
manual handlingtouchpointswhere riskisaddedtothe process bythinkingLean.
My successful business transformation now enablesDecisionManagementandaffiliatedsupporting teamsto
provide greaterfocus andeffortoncustomervalue-addingactivitiesthrough the implementationof
streamlined,standardisedandscalableprocesssteps,leveragingasingle integrated informationmanagement
system,resultingin automatedtracking,monitoringandreportingof robustandsustainablydelivered services
informedbybest-practiceprocessesandconsistent applicationof workeffort acrossall past,present and
future DecisionManagementactivitiesthroughoutthe organisation.
Key Skills and Attributes:
 Leadership,Training and Mentoring
My coachingandmentoring leadership styleandstrategicdirection focusesonquality,timelyandcost-
effectivecontinualservicedelivery improvementprovidingthe businesswith greatercontrol and
transparency of service demandandcapacity,significantly improvedservice reputationandenhanced
stakeholderandcustomerrelationships

3. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 3 of 6
I enjoymentoringrisingstars,fosteringinnovation,andencourage challengingthe statusquo through
benchmarkingandleft-fieldthinkingto proactively enable myteamstoseekoutthe moststreamlined,
critical path from strategicand businessobjective todeliverable
 Team Management
I drive myteam to achieve exceptional resultsthrougheffectivecoachingandsupportwithclearand
presentdirectioninanopen,honestandcollaborative environment
I focuson removingbarriers andfacilitatingmyteamtosucceedina complex andchallenging
organisational structure wherestrategicgoalpostsmove withoutwarningandadaptabilityisakeytraitof
success
My experienceincludesleadingIT,Business,andProjectteamsof 2–26 teammembersof bothspecialists
and generalistskill sets
 Banking and Financial Servicesindustryexperience
I have a strong backgroundinConsumerBankingDecisionManagement,MarketingandChannel services
includingcampaignmanagement,datacapability,advancedanalytics,and salesleveragingactivitiesthat
delivertargetedservicestobankingcustomers
 Service Managementand Delivery
Throughmy effectiveleadership myteamnow deliversupto7MM targetedcustomeroffers (originally
2MM) through108 unique marketingcampaigns (originally30) percalendarmonth
My teams’ productivity continuestoincrease +17.6% year-on-yearwithnoincrementalresources (infact
with43% lessresourcesthanoriginally)throughmyeffectivedesignandapplicationof automated,lean,
and sustainable workflows
I successfullyimplementedITILbestpracticesin service delivery,incident, problem,knowledge,change,
and release management intoablue sky environmentintegratedwithLean,Six Sigma,PMBOKandAgile
techniques resultinginasignificant 31%improvementinservice deliverythrough leanprocessingand
reductionsinerror,re-workand double-handlingacrossthe organisation
I alsodrove the deliveryof systemicITILbestpractice service management solutions now providing
automatedmonitoring,trackingandreportingof servicedelivery,trendanalysis,andprogressagainstKPIs
inreal-time aswell aseffort-drivenSLAs resultingineffective transparencyof workprograms,demandand
supplymanagement,andprioritisationqueues acrossstakeholderandco-supportingteams
 StakeholderManagement
I engage collaboratively withstakeholdersatall levels fromC-level tothe operational floor,developingand
presentingcontinual service improvement businesscasestoachieve go-approval,gatheringbusiness
needs,risksandsystemconstraints toensure abusiness-effective designforend-users,andproviding
active and centralisedcommunicationplansandfeedbackloopsthroughoutthe end-to-enddelivery from
concept-to-outcome, ensuringall stakeholdersare appropriatelyandeffectivelyinformedof the statusof
all operational serviceandproject-drivenactivities

4. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 4 of 6
 ProcessImprovement
I successfullyimprovedworkflow productivityby 70%and efficiencyby 262% byrestructuringthe service
deliveryof Citibank’stargetedmarketing andacquisition systemsandprocesses usingLeanandSix Sigma
techniques
I identifiedandremovedfailure pointsandnon-value addingactivitiesfromprocessworkflows, and
implementedintegratedautomatedevent-drivenandreal-time notificationandreportingsystems
significantlyreducingeffortrequiredtodeliverservices,monitorprogress, andperformreporting,while
concurrentlyincreasingthe capacityof analystsacrossCitibank
 Change Management
I have designedandeffectivelyimplementedgreen-fieldbestpractice policies,processesandprocedures
for service delivery, marketinginformationand campaignmanagement,serverandinfrastructure
governance, eventsmanagement,learning,trainingandtalentmanagement, andprojectdelivery,
providingsustainable,scalableandintrinsicframeworks acrossa range of businesses,resultinginrapidon-
boardingand improvedqualityof transitions, withmore robustgovernance,complianceandcontrols
I ensure the effective developmentof comprehensive policyandproceduresdocumentation, process maps
and workflows, sharedknowledge sources,userguidesandtechnical documentationtosupportboth
developmentandend-useractivity,aswell asthe deliveryof face-to-facetrainingandorientationsessions
for all affectedstakeholderssothatchangesare able to be leveragedandeasilyenhanced through
continual service improvement tomeetanydownstreambusiness requirements
My streamlinedprocessesresultedina50% average decrease inrequestsforchange anda 70% average
upliftinachievedservice deliverymonth-on-monthacross24 monthsfrom 2014–15
 Project Management
I successfullydeliveredarange of projectsontime and within$3MM budgetincludingthe designand
implementationof bothnewandenhanced bestpractice service managementsystems, marketing
informationand campaignmanagement,learning,trainingandtalentmanagement,andproject
managementsystemsusingdynamicsystemsdevelopment(DSDM) Agilebestpractice methodology to
standardise,automate andstreamline businessprocesses ensuringreturnoninvestment,reliability,
scalability andsustainabilityof the resultantapplication,platformandprocesswithon-timeon-costhigh
quality outcomes
My managed projectsrange fromnewblue skyandgreen-fieldenterprisesystemplatforms,to
transformative organisational processandprocedures,resultinginimprovedinformationmanagement
and data quality,automationandstandardisationof activities,andimprovedriskmanagement,
governance andcontrols
I was the leadAustralianprojectmanagerforDecisionManagementfunctionalitythroughthe Citibank
global go-to-commonplatformimplementation2014–15 duringwhich Iinitiated anumberof
improvementstoservice deliveryprocesses whichhave beenappliedacrossthe APACregion (12
countries)

5. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 5 of 6
 Technical expertise
I am a businessmanagerwith technical skillsinVBA,SQLandHTML etal whichI use to ensure effective
and accurate prototypingof systemdesignand enhancements aswell as ensuringthatI can always
presentastrong businesscase for whatcan and can’t be done and why ina business-driventechnology-
providedsolution
I ensure technical time andeffortisproperlyestimatedand cost-effectivelyspenton prototype design,
systemdevelopmentandtest activitiesthataddbeneficial valuetothe business
I ensure my stakeholdersare alwaysdriventowardsspecific,measureable,realistic,achievableandtime-
bound SMART objectives
Employment History:
Citibank
Service Delivery Manager, Head of Campaign Oversight September2013–Present (Permanent)
 I leda newteamin the implementationof ablue sky OversightFramework initiative toimprove
managementcontrols,pre-auditprocessenhancement,and focuson the customer-as-an-individual.My
implementationleveragedAgile principles,ITILbestpractice problemmanagementtechniques,andSix
Sigmatoolsto diligentlyidentify,effectivelymitigate,andcontinuallycontrol risksto customersandthe
organisation
 I providedleadership throughasignificantperiodof complexchange forthe Australianconsumerbank
withthe implementationof ago-to-commonglobal platformcomprisinga360 degree customerviewand
decisionengine forcustomerserviceandmarketingactivities whichincludedsignificantrestructuringof
teamresponsibilitiesandmanagementroles
 I designedandimplementedthe ITILservice managementsystemsandmanagedthe deliveryof over300
services,nearly4000 change requests,andcontinual servicereleases
 I continuallyinnovate andimplementnew standardisedandbestpractice methodologiesacrossthe
organisation andpromote excellence throughnew andenhancedsystemsandprocessesacrossCitibank’s
APACcountries
 I effectivelyleverage Citibank’soffshore technical andoperational resourcesinIndia,the Philippines and
Singapore tocontinuallyimprove the leadtimeandminimise resource costof developmentand
deploymentof Australianbusinessrequirements
 I continuallyidentifyandimplementopportunitiesto automate andstandardise similarandrepetitive
activitiesacrossthe Bankfreeingupresource capacityandensuringconsistencyof input,output,
communication,transparency andstakeholderexpectation
Fusion 5 Limited; Infinite Technology; NST Worldwide
Senior Consultant 2012–2013 (15 months—Permanent)
 I designedandimplementedcloudandbespoke service managementsystemsincludingfunctionaland
interface designrequirements,consultation,trainingandbestpractice configuration fororganisations
includingSportsbet
 I developedbestpractice ITILcompliantsolutionsforenterpriseICT,HRand Facilitiesmanagedservicesfor
organisationsincluding YUMRestaurants(KFC,PizzaHut) and the NSWCatholicEducationOffice

6. RESUME—Dain Sanye
Transformation and ContinualServiceImprovement
Dain.Sanye@outlook.com
0404 677 287
SydneyNSW
Personal Statement:.................1
Relevant Qualifications:...........1
Achievements:...........................1
Skills and Attributes:.................2
Employment History:................5
RESUME—Dain Sanye Page 6 of 6
 I designedandimplementedefficiencyupgradestothe National WeighingandInstruments datasystem
savingsignificantman-hoursthroughautomatingrepetitive processesandintegratingmobile functionality
Government of South Australia
Senior Project Manager 2004–2012 (Permanent)
 I projectmanaged,designedandimplementedthe Departmentof Education’slearningmanagement
system(LMS) servicing1000 trainersand40,000 end-usersacrossthe educationsectorcreatingasingle
resource andaccess pointforall typesof training,professional developmentandtalentmanagement
 I integratedlearning deliverywithSCORMcompliant interactivelearningobjects,learningmanagementfor
front-enduseraccessandprofile management,trainingmanagementforrecordingandreporting
AVETMISSnationallyaccreditedvocational educationandtraining(VET) qualificationsdeliveredbythe
enterprise RegisteredTrainingOrganisation(RTO),andtalentmanagementprovidingasingle source of
skills andqualificationsof educationprofessionalsacrossthe State
 I engageda range of internal andexternal stakeholdersrepresentingadiverse scope of requirementsfor
the end-solution,managedthe requestfortenderprocess,andachievedasignificantsavinginthe delivery
of businesstrainingandprofessionaldevelopmentactivitieswiththe successful implementationof the
organisation’s learningmanagementsolution
Competitive Foods Australia
Store Manager 2001–2004 (Permanent)
 I managed the largeststand-alone restaurantachieving12consecutive months100% Mystery Customer
Feedbackscoresandwasawarded one of the bestrestaurantsinthe State
Pegasus Luxury Taxis and Limousines
Owner/Operator 1998–2001 (Permanent)
 I startedmy own small businessexpandingfromasingle silverservice taxi totwoluxurytaxisplustwo
corporate limousinesoverthree yearsprovidingcorporate transferservicestobusinessclients
 I employed 20full-time andcasual staff,andexperiencedthe introductionof the GSTas a small business
University of Queensland, Griffith University
Owner/Operator 1993–1997 (Tertiary)
 Bachelor’s degree withfourmajors