Business Analyst · CHU Underwriting Agencies · Sydney

Hi, I'm Reshma.

I sit where the business and technology meet, and I speak both languages fluently. A developer before, a business analyst now, and always the one who gets it over the line. Come on up. Each floor of this building is a chapter of my work. The rooftop is where I keep the fun.

or press P to present, ` for the terminal
10+ years in insurance, banking & fintech Former full-stack developer MSc Business Analytics PSM I MIT Agentic AI program, 2026
10+years across business analysis and software development
2 winsand 9 nominations at CHU's awards since 2023
2Future Forums in a row, both done on top of my day job
8+stakeholders led through the DEFT to Braintree payments go-live
1stIP CHU owns: Project Felix, where I was on the core team

Short on time? Start here

Level 3 · 2026A live payments migrationMoving policy card payments to Braintree Level 2 · 2024–25Two Future ForumsAn award winner and CHU's first owned IP Level 1 · 2023Rebuilding complaints"For leading this project!" Level 4Awards & kind wordsThe trophy cabinet, and notes from colleagues
B Basement · Foundations

I started out building the systems I now analyse.

My years in technology before CHU took me from Chennai to Sydney. They're why I can read the code, talk APIs with vendors and hand engineering fixes they can actually build.

2015 – 2019 · Chennai

BNY Mellon

Technical Consultant, then Senior Technical Consultant

SME and product owner duties on the Incident Management Portal: backlog, ceremonies, SQL reporting, UAT and release coordination.

−27%

un-actioned Priority-1 incidents, from measures I introduced. Three "Applause: Drives and Delivers Excellence" awards.

2016 – 2018

BITS Pilani

MSc, Business Analytics

Studied alongside full-time work, which is where data stopped being a by-product and became the point.

2020 – 2022 · North Sydney

Sandstone Technology

Full-Stack Developer

Built lending apps in Angular for ANZ (pre-qualification) and Bendigo and Adelaide Bank (LendFast loan origination). Diagnosed production incidents and wrote the fixes.

// how I approach every problem, then and now
const fix = await trace("symptom")
  .toRootCause()
  .explainTo("business", "engineering")
  .ship();
B.E. Electrical & Electronics, Anna University MSc Business Analytics, BITS Pilani Professional Scrum Master I No-Code Agentic AI program, MIT (2026)
L1 Level 1 · Jul 2023 – Jun 2024

Year one: earning trust, one team at a time.

I joined CHU's Business Solutions team in July 2023. In the first twelve months I delivered for IDR, Compliance, CHU Inspect, Marketing, Flex and People.

Vendor assessment & procurement

Choosing the right systems

In my first year I took two business areas from "we need a system" to a signed vendor: requirements, market scan, side-by-side assessment, business case and approval.

Prime EcosystemWorkflow platform · CHU Inspect
Live
  1. Requirements
  2. Vendor analysis
  3. Selection
  4. Implementation

Led the end-to-end vendor analysis, selection and implementation of the workflow system for the CHU Inspect business.

ELMOHR information system · People
Live
  1. Requirements
  2. Vendor assessment
  3. Business case
  4. Procurement

Ran the vendor assessment, wrote the business case and supported procurement for CHU's new HR system. Approved in July 2024 and now live as the HR system for every staff member.

Case study · IDR

Rebuilding the complaints journey

IDR's complaints process was already in place, but customers who disagreed with a decline had to email in, and staff triaged complaints by hand. I led the systems side: new ways to lodge a complaint, and rules that make sure none slips past its deadline.

  • My roleLed delivery of the complaint webforms with IT, Marketing and Compliance, and set up breach-prevention rules in Protecht
  • ForInternal Dispute Resolution, plus customers on CHU's website
  • OutcomeNo more manual email triage, regular alerts before any complaint nears a regulatory deadline, and Phase 2 rolled out "at record speed", in the IDR Manager's words
Sep 2023

Complaint Link for customers

A direct channel on CHU's website for customers who receive a decline letter.

"…to Reshma Sivasankar for leading this project!"
Oct 2023

Internal complaint form

Built into CHUllaborate, so any staff member can log a complaint in a few clicks.

"…for always pushing forward."
Always on

No-breach rules in Protecht

Rules and regular notifications in the compliance system, so every complaint is handled within its regulatory timeframe.

Jan – Feb 2024

Survey & Flex forms

A complaint survey form, then the same experience extended to the Flex brand.

My first six weeks

Aug 2023

A chat in the office kitchen

An Underwriting Team Leader mentioned how her team worked together. I offered to show her a few agile practices.

Aug 2023

A walkthrough of agile tools

I took her through sprint retrospectives and other techniques, and she started using them in her team catch-ups.

23 – 24 Aug 2023"What a Gem!"

She wrote to my manager, then nominated me for People First. A day later I was nominated for Unity too.

People First nomineeUnity nominee

More doors on this floor

Unit 1.01 · Aug 2023

Protecht reporting

Partnered with Compliance to configure rules and alerting, then assessed daily reporting needs.

Compliance
Unit 1.02 · Feb 2024

Flex feedback form & web form upgrades

Improved the claim and feedback forms on both brand websites.

Marketing
Unit 1.03 · Feb 2024

Flex segregation analysis

Analysed how to separate Flex brand data in the compliance system.

Compliance · Flex

Jun 2024 · Leadership

Selected for CHU's Spotlight program

Nominated by my team for CHU's leadership development program. Over a few months I worked on my leadership style and completed the program.

L2 Level 2 · Future Forum 2024 & 2025

Shaping CHU's next five years.

Future Forum is a six-month program where nominated staff tackle a problem the company wants solved over the long term. It sits on top of your day job, with no perks except what you learn. I've done it twice.

FF24 · Award winner

Project Domain

One digital home for strata customers. Strata managers, brokers, lot owners and residents could book inspections and reports, lodge and track claims (including a virtual lodgement option for vulnerable customers) and find prevention resources, all in one place.

  • I ledThe business case, the design layouts, the final presentation and the concept video
  • Pitched toThe CEO, then the IT team
  • IncludedSWOT and PESTLE analysis, a five-stage roadmap and a 12-month launch plan
  • ResultWinner, Game Changer award at CelebraCHUn 2024
  • TodayRecognised, and in the backlog to build

"One of my biggest takeaways was learning how to balance the technical and interpersonal aspects of a project."

From my FF24 reflection, published on CHU's intranet
BudgetingExecutive pitchingFeasibilitySolution designVideo production
FF25 · Built and in production

Project Felix

Strengthening strata communities through advanced risk modelling. The goal was CHU's own catastrophe model, predicting weather claim costs for every strata building in Australia from 47 years of CHU claims data.

  • My seatIT representative on a cross-functional team with Underwriting, Claims, Claims QA, Distribution and CHU Assess. Re-nominated after Domain's win
  • I presentedThe idea the model rests on: Hazard × Vulnerability = Risk, with the 2022 Lismore floods as the case study
  • The workA peril-by-peril deep dive, a comparison of five catastrophe-model vendors, and aerial imagery to price on real building data
  • OutcomeBuilt by IT · CHU's first owned IP
  • RecognitionThe project lead received CHU's Game Changer award for Felix

"Future Forum gave me a much deeper understanding of catastrophe events, modelling, and the thinking behind risk and pricing. Challenging, but incredibly rewarding."

From my year-end reflection on LinkedIn

Try my section of the pitch

Hazard×Vulnerability=Risk

We can't control the storm. We can understand how exposed a building is. Move the sliders, or try the two Lismore buildings from the deck.

Vulnerability → Hazard →
High riskExpected loss rises when a strong event meets an exposed building.
L3 Level 3 · 2025 – 2026

Core platform: the work customers and brokers touch.

Policy administration, broker trading, payments and new products. This is where the stakes are highest and every release has a date.

Case study · Policy payments · Sep 2026

Moving CHU's card payments to Braintree

DEFTBraintree

I led the replacement of the Macquarie DEFT card payment portal, moving policy card payments for Direct and AR business onto the Braintree-based Purchase Policy Portal.

  • Scale8+ stakeholders across Credit & Banking, IT and the wider business
  • I didDocumented the process for every business unit, ran UAT support, and got the Braintree portal ready for testing at the eleventh hour
  • Go-liveLive · 30 Sep 2026
"Reshma has the unique ability to understand both sides, document the process for all business units, help with UAT, all with a smile. To this day I still am amazed at how Reshma at the 11th hour managed to have the Braintree portal available for testing. This has been the most wonderful experience for me."

Credit & Banking Team Leader, CHU, Oct 2026

Go-live day · 30 Sep
✦
Colleague · 10:42Well done, Reshma!
♥ 3
✦
Colleague · 10:46Well done Reshma Sivasankar, you've handled all the moving parts very well
♥ 3
✦
Colleague · 10:51Well done Reshma Sivasankar!
♥
✦
Colleague · 11:38Well done Reshma Sivasankar
♥
Case study · StrataTech · Sole BA

The Intermediary Dashboard

A Future Forum idea came to IT to deliver. I was the only BA on it. I redesigned it, decided which numbers brokers and intermediaries actually need, won the business's approval, and built it alongside the developer.

  • My roleSole BA, from inherited idea to live screen
  • DesignRedesigned the dashboard and proposed which policy and claims metrics to show, so every number makes sense to an intermediary
  • ApprovalShowcased the design to the business and got sign-off
  • BuildWorked side by side with the developer through implementation
  • OutcomeLive in StrataTech
  1. InheritFuture Forum concept handed to IT
  2. RedesignLayout and user needs
  3. DecideWhich metrics earn a place
  4. ShowcaseBusiness review and approval
  5. BuildPaired with the developer
  6. LiveIn StrataTech for intermediaries

More doors on this floor

Unit 3.01 · 1 May 2026

Cyber cover for residential strata

Sole BA introducing a new cover into the residential policy and its sub-types, with Underwriting and Product, through to go-live.

Underwriting · Product
Unit 3.02 · 16 May 2026

SCTP 2026 release

Led enhancements to the integration between StrataTech and Steadfast SCTP, the broker trading platform, across internal and external teams.

Brokers · IT
Unit 3.03 · Aug 2026

Flex renewal

Delivered the Flex brand's renewal change.

Flex
Unit 3.04

Endata integration

Managed requirements for connecting the claims repair allocation tool to StrataTech.

Claims
L4 Level 4 · The mailroom

Awards, and in their words.

Two wins and nine nominations at CHU's awards, plus notes from people across the business, most of them outside IT.

The trophy cabinet

2023CHU values
Nominated · week 6People FirstUnderwriting Team Leader
Nominated · week 6UnityIT
2024CelebraCHUn awards
WinnerCHU Game ChangerTeam Domain
WinnerTeam of the YearThe IT team
Nominated4 nominations across 3 categories1 individual, 3 team
2025CelebraCHUn awards
NominatedCHUman of the YearIndividual
NominatedCHU Experience ChampionIndividual
NominatedTeam of the YearTeam
SelectedPrograms
2024 & 2025Future Forum, twiceDomain, then Felix
2024Spotlight leadership programNominated by my team
2015–19BNY Mellon
Award · ×3Applause: Drives and Delivers Excellence
AwardsBravo and Take a Bow
First year"Exceeded Expectations" rating
FeaturedCompany magazine and video

Notes from colleagues

"What a Gem!"

"Thank you for having Reshma be part of our CHU family."

Underwriting Team LeaderCHU · Aug 2023

"Reshma has the unique ability to understand both sides, document the process for all business units, help with UAT, all with a smile."

Credit & Banking Team LeaderCHU · Oct 2026

"For leading this project!"

On the external Complaint Link, delivered with IT, Marketing and Compliance.

IDR ManagerCHU · Sep 2023

"Reshma has only been part of the CHU family for a matter of weeks but is already making an impact with other teams… Thank you Reshma for your positive contributions."

Unity value nominationIT · Aug 2023

"You've handled all the moving parts very well."

A colleagueOn go-live day · Sep 2026

"From a friendly conversation in the kitchen area leading to a constructive, collaborative learning opportunity. Thank you Reshma for hearing me out and considering my needs within my role."

People First value nominationCHU · Aug 2023

"For always pushing forward."

On Phase 2 of the complaint process, rolled out at record speed.

IDR ManagerCHU
RF Rooftop · Off the clock & community

A little about me, off the clock.

Dance
Bharatanatyam · freestyle Bollywood
On court
Tennis · badminton · pickleball · basketball
Mat & trail
Yoga · Pilates · gym · hiking · bouldering
Mind & mic
Toastmasters · philosophy discussions
Early days
School pupil leader · sports captain · KVS National Meet (discus) · president of my engineering department

Beyond the job description

For two years I was a core organiser on the Sydney Connection Day team: five or six volunteers who gave a hybrid workforce a reason to come into the office every month. Unpaid, on top of the day job, and some of my favourite work.

Admit all
Connection DayDiwali

Lights, food, a full office, and I danced too.

Admit all
Connection DayWellness

Massages, guided meditation and Pilates for staff.

Admit all
Connection DayHalloween

The whole office decorated, food and performers.

Admit all
Connection DayFamily day

Kids in the office: games, painting and a magician.

PH · Penthouse · Thanks for visiting

Thanks for visiting.

I hope you got a feel for how I work, and a little of who I am. Here's the whole building at a glance.

Highlights at a glanceAll green
ProjectMy roleWhat it tookStatus
DEFT → BraintreeLed delivery8+ stakeholders, UAT across business units, live cutoverLive
Complaints journeyLed the projectIT, Marketing and Compliance, staged releasesDelivered
Project Domain~70% of the workBusiness case, budget, roadmap, launch plan, CEO pitchAward
Project FelixCore team, ITSix months, cross-functional, five vendors assessedBuilt
Cyber coverSole BAUnderwriting and Product, through to go-liveLive
Intermediary DashboardSole BARedesign, metric decisions, business sign-off, built with the developerLive
Prime EcosystemLed selectionVendor analysis, selection and implementation for CHU InspectLive
ELMO (HRIS)Led assessmentVendor assessment, business case and procurement; now the HR system for all staffLive
Connection DayCore organiserA new event every month for two years, unpaidEvery month

What I bring to a team

  • Scope and business casesFrom idea to costed plan, pitched to the CEO
  • People across the businessUnderwriting, Claims, Credit, Compliance, Marketing, vendors
  • Agile deliveryPSM I, and product owner duties at BNY Mellon
  • Technical depthA developer before, so I speak engineering
  • Vendor selection and procurementPrime Ecosystem and ELMO, from market scan to signed
  • Calm at the eleventh hourAsk the DEFT team

"The best projects balance the technical and the human. That's what I've learned to do, and what I'd love to lead."

Reshma Sivasankar
Let's connect Connect with me on LinkedIn ↗