Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Rocky Dean Shoji

Rocky Dean Shoji

Chicago,IL

Summary

Professional with substantial experience in guiding product development and driving market success. Adept at leveraging data-driven insights, leading cross-functional teams, and aligning projects with business goals. Strong focus on collaboration, flexibility, and delivering impactful results. Skilled in strategic planning, user experience optimization, and agile methodologies

Overview

16
16
years of professional experience

Work History

Product Manager

Commonwealth Bank
10.2023 - 07.2024
  • Responsible for end-to-end management and product roadmap of the bank's flagship business savings product: Business Online Saver (BOS): within an Agile project framework
  • Ownership of BOS product compliance in accordance with banking product design and distribution standards (PDDO) and pricing; this included ensuring distribution of product was within target market determination (TMD)
  • Conducted risk monitoring and business analysis to identify areas where BOS did not behave as per design; subsequently commenced initiatives such as removal of debit card capability in SAP for the product
  • Led an SAP migration project to consolidate accounts and streamline pricing; in turn, reducing the likelihood of incorrect pricing being applied to accounts
  • Laid groundwork to improve product risk rating and improve illicit activity by removing cash deposits via ATM's and branch teller into BOS
  • Updated procedures and delivered communications across the organization relating to BOS
  • Reviewed all pricing requests from frontline bankers to ensure that high-value customers were being provided with a sustainable interest rate and to ensure net interest margin was maintained
  • Developed competitor analysis material to assist frontline staff with customer queries and generate a larger deposit book
  • Prioritized roadmap in order to achieve product goals and metrics

Change Manager

Commonwealth Bank
10.2021 - 10.2023
  • Led key change initiatives relating to in-branch digital experience, card digitization, anti-money laundering (AML) and pricing changes within an Agile framework
  • Gathered change requirements, conducted impact assessment and developed communications to deliver the corporate card digitization project, allowing customers to manage their corporate cards in the CommBank app and utilize their card in digital wallets (Apple, Android)
  • Managed the delivery of all change activities associated with unpopular price increases and checkbook changes for cash deposits: ensuring all frontline and operations teams were adequately equipped to manage customer objections - this resulted in a 75% lower complaint volume than anticipated, and no negative media publications
  • Effectively collaborated with impacted stakeholders to develop training and ongoing support for frontline staff for 'Biz Enquiry' tool: a digital asset designed to help branch staff assist customers with business products
  • Facilitated change working groups, stakeholder engagement sessions and frontline training
  • Conducted business readiness assessments for all initiatives

Sales Team Manager

Commonwealth Bank
12.2019 - 10.2021
  • Managed a team of sales professionals specializing in onboarding of customers for merchant facilities (card present and e-commerce) within a contact center environment
  • Provided weekly coaching to staff to improve sales conversion
  • Ensured staff were adequately supported whilst monitoring their adherence to schedule, sales targets and not ready time via 'Aspect'
  • Performed technical changes to re-route calls based on skills sets and availability
  • Conducted monthly call reviews to ensure team members were compliant with prescribed sales call flow, company policy and expectation
  • Conducted training sessions and onboarding of new staff with sales calls, CRM system and payments technical landscape
  • Winner of the Bank's 'Everest' award for outstanding customer service

Contract Administrator

Serco
06.2011 - 06.2015
  • Responsible for signing-in Defense Force personnel and contractors onto Military Base location
  • Lodged all repair work completed by on-site technicians into military system to ensure accurate remuneration to Serco
  • Managed high-importance medical and dental equipment requests from military bases Worldwide

SAP CRM Business Analyst & IT Support

Layby Services
10.2008 - 04.2011
  • Onboarded all new sales and service staff; conducted multiple-day training sessions in customer service and systems (SAP CRM/ERP)
  • Ran training sessions in outsourced contact center interstate
  • Developed all CRM and ERP system procedures, which were previously undocumented
  • Consulted third-party SAP developer (Lodestone) on bug fixes and business requirements
  • Performed user acceptance testing (UAT) and approved CRM enhancements where appropriate
  • Acted as 1st level of support for all IT related issues; escalating those that I was unable to resolve to a third party
  • Managed resolution of IT service desk tickets and prioritized them based on business impact

Education

Bachelor of Health Science - Health Science - Data & Analytics

University of Technology

High School Certificate -

Killarney Heights High School

Skills

  • Business Analysis

  • Customer Journey Mapping

  • Change Management

  • Process Improvement

  • Process Documentation

  • Stakeholder Analysis

  • Staff Onboarding

  • Staff Training

  • Project Management

  • Agile Scrum

  • User Story/Epic Development

  • Risk Management

  • UX & CX Development

  • Impact Assessment

  • Change Impact Mitigation

  • Business Requirements

  • Documentation

  • Stakeholder Management

  • Presentation

  • KPI Metrics

  • Customer Service Management

  • Technical Support

  • Staff Coaching

  • Microsoft Office

  • JIRA

  • Confluence

  • Verint

  • SAP

  • SharePoint

  • Tableau

  • Telnet

  • Aspect

  • Product Lifecycle Management

  • Product Strategy

  • Project Planning

  • KPI Tracking

  • Critical Thinking

  • Product Backlog Management

  • Roadmap development

  • Timeline Management

Accomplishments

  • Layby Services 'Most Disciplined Employee' award winner - 2009
  • Layby Services 'Best SAP ERP Solution' (team) award winner - 2009
  • Commonwealth Bank 'Everest Award: Outstanding Customer Service' - 2021

Languages

Spanish
Full Professional
Japanese
Elementary

Timeline

Product Manager

Commonwealth Bank
10.2023 - 07.2024

Change Manager

Commonwealth Bank
10.2021 - 10.2023

Sales Team Manager

Commonwealth Bank
12.2019 - 10.2021

Contract Administrator

Serco
06.2011 - 06.2015

SAP CRM Business Analyst & IT Support

Layby Services
10.2008 - 04.2011

High School Certificate -

Killarney Heights High School

Bachelor of Health Science - Health Science - Data & Analytics

University of Technology

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Rocky Dean Shoji