Project case studies Overview

Project 1 EXAMPLE - University of Sydney – Customer-Centric Service Design Framework

Challenge:
The University of Sydney had an existing service design framework that wasn’t gaining traction. Teams found it difficult to understand and apply, which limited its impact across the organisation.

Approach:
To relaunch and reinvigorate the initiative, Montano Consulatancy designed and facilitated a series of workshops to clarify the audience, define learning goals, and streamline the framework into a more learner-friendly format wih Subject-matter experts. These sessions informed the development of a clear project plan, a comprehensive learning plan and supporting resources, including a SharePoint site and a series of eLearning modules.

Outcome:
The project delivered a clear, structured project plan that included a learning plan that provided staff with guidance on how to engage with the framework and build capability in customer-centric design.

Project 2 EXAMPLE - University of Technology Sydney – Enterprise Training Strategy and Transformation

Challenge:
UTS was implementing large-scale technology transformation initiatives that required a unified training approach across multiple divisions. The challenge was to design and deliver an enterprise-wide learning strategy that aligned with organisational goals and supported the new technology adoption.

Approach:
Montano Consulatancy led the design and delivery of an end-to-end training strategy incorporating multi-modal learning solutions. This included developing a centralised SharePoint site for hosting Quick Reference Guides, training manuals, and video tutorials, as well as facilitating workshops and system training sessions. I collaborated closely with senior stakeholders to ensure training alignment with business priorities and provided oversight to faculty project teams.

Outcome:
Delivered a comprehensive enterprise learning plan supported by scalable resources and clear governance, enabling consistent training delivery and building capability across UTS.

PROJECT 3 EXAMPLE - HSBC Bank Australia – Regional Learning Transformation Program

Challenge:
HSBC needed to build consistent learning and compliance practices across Australia, Malaysia, and the Philippines while addressing key regulatory and operational changes. The challenge was to align L&D initiatives with risk and compliance frameworks, while maintaining a consistent employee experience across regions.

Approach:
Montano Consulatancy designed and led a data-driven L&D strategy encompassing regulatory, capability, and change management projects. Key initiatives included the RG271 Transformation Project, Wealth and Personal Banking capability uplift, and the rollout of a new Customer Contact Centre and Branch Induction Program. I delivered Train-the-Trainer sessions across three countries to ensure message consistency, developed learning content and FAQ guides, and launched a Coaching Academy to strengthen frontline leadership.

Outcome:
Implemented a scalable, region-wide learning strategy that improved compliance readiness, strengthened leadership capability, and enhanced the employee learning experience across multiple geographies.

Project 4 EXAMPLE - Sydney Water – Leadership Transformation and Manager Accountability Projects

Challenge:
Sydney Water was undergoing a major organisational restructure and needed to strengthen leadership capability at both the executive and management levels. Existing development programs lacked alignment and consistency, creating gaps in accountability and confidence among leaders.

Approach:
Partnering with senior stakeholders, I led two concurrent enterprise-wide projects — the Transformational Leadership Project and the Manager Accountability Project. These initiatives focused on building leadership capability through a blended learning model that combined workshops, eLearning, webinars, and coaching. Montano Consultancy conducted talent mapping, developed new learning resources, and introduced a structured Manager Induction Program to enable people leaders to thrive in their roles from the outset.

Outcome:
Montano Consultancy delivered two integrated leadership programs that established a clear leadership framework, defined manager accountabilities, and embedded a culture of learning and purpose-led leadership across the organisation.