Allyson Bailie Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

North Sydney

North Sydney

Joining FinTech company Retirement Essentials to build a scalable operating model for member experience, design and delivery. I have been focused on establishing the infrastructure and processes required to fulfil the organisation’s mission of providing Australian seniors with streamlined, simple support in their applications for the Age Pension. Working in an agile environment, I act as a bridge between the technology solution, physical contact centre operations and the optimal customer experience. I also lead strategic planning and execution for all EDM, digital marketing, website development and social media campaigns. • Developed and implemented a scalable operating model for member experience design and delivery; • Rapidly developed knowledge of Agile Test and Learn environments;• Launched the business’ website and first EDM strategy and social media campaigns;• Built out a CRM system providing the business with a seamless user experience.

Sydney, Australia

Appointed to strengthen the performance of the home loans business, I was responsible for defining a sales and operational improvement strategy focusing on optimising customer experience and in turn boosting lead conversion rates. Working with a specialist consultant to conduct F2F interviews and surveys and then map the customer journey and overlaid internal processes to identify service gaps, highlighting to the executive team an urgent need to automate processes and improve information sharing. During this period, I implemented change, creating a new purpose and vision for the sales team to place the customer at the front and centre of everything they do. • Delivered double digit increases in key performance metrics including customer satisfaction, right first-time and conversion of leads to settlements; • Increased time available for call centre agent to allocate to value-adding activities by introducing online self-service functions for customers;• Created a single point of contact for customers during the loan process, providing an enhanced value proposition.

Sydney

With accountability for the B2B/B2C marketing portfolio, I defined operational strategies and processes that maximised budget allocation to attract new customers to the brand. Focused on driving commercial outcomes, I led a review of existing products and identified opportunities to sell niche solutions in a saturated market. Using this competitive differentiation, I led the development of a new website and executed digital marketing and content strategies. I also increased the use of automated systems to improve consistency in customer conversations. • Increased advertising click throughs to the website campaign landing pages by 30% and increased online form enquiries by 20% via content marketing initiatives and a focus on landing page design;• Contributed to the award of a number of industry accolades for products including 6 Mozo Experts Choice Product Awards in 2016 and 5 stars from Canstar, Outstanding Value Award for both Owner Occupied and Investment Variable Home Loans (2016).• Reduced the number of forms required by customers to operate their accounts by 50%.

Sydney

Transitioning into an operational leadership role, I defined and implemented processes for the Call Centre (sales) and Transactional Banking division that improved efficiencies, performance and customer satisfaction ratings. Leading a team of 18, I inspired a culture of quality, customer service and continuous improvement, using QA frameworks, performance coaching, product training and daily team scrums to drive desired behaviours. I also conducted a full review of operational processes across divisions and documented new approaches to provide a best-practice foundation for new starters. • Increased customer satisfaction to 97% supported by a comprehensive customer on-boarding framework;• Transformed performance to achieve non-interest income budget and increase processing accuracy to 90%;• Led an 18-month project changing payments provider, resulting in a 10% reduction in transaction processing costs while maintaining a 97% customer satisfaction rating.

Sydney

Progressing to a strategic leadership role, I was tasked to transform a legacy ‘personnel’ department into a fully operational HR function, partnering with leaders in the business to provide advice and guidance across the HR spectrum. Supporting the organisation’s then 60-strong workforce, I modernised practices, processes and systems, and introduce formal development frameworks to drive improved business outcomes. During this period, I orchestrated and led a portfolio of HR initiatives contributing to a high-performance culture. • Strengthened performance management capabilities and provided clarity across roles by introducing an accountability framework;• Increased staff employment periods post-hire by improving the quality and consistency of the on-boarding process;• Recognised and rewarded top performers across the business through a peer nominated national CEO award program.

Briefed with building a strong sales and customer service culture through improved L&D solutions, I defined interventions for management and front-line staff that improved both people leadership skills and product awareness. Partnering with the executive leadership team, I created a training schedule that supported business development activities with minimal impact on BAU operations.• Improved sales and customer service skills across the organisation, supporting a 50% increase in home loan approvals;• Strengthened the organisation’s talent pool via a structured development program for new trainees;• Secured Government funding to introduce Certificate IV Business (Frontline Management) training, accredited by the University of New England.

Sydney

Advanced Diploma, Leadership & Management

Diploma, Human Resource Management

Certificate Iv, Workplace Training (Category 2)

Financial Services Certificate