Anna Galinas Email & Phone Number

Melbourne, Vic, Au

Sydney, Nsw, Au

Leading the Strategy and Performance of Telstra's Credit Risk Management framework & practices including (but not limited to) originations, customer management, credit management, debt management, recoveries & fraud.

Sydney, Nsw, Au

Responsible for the transformation of Telstra’s high risk and extreme effort processes, ensuring that operational risks are minimised through system/policy/process transformation and the implementation of appropriate controls. Ensure that all customers in vulnerable circumstances needs are met through our T22 strategy and Telstra’s stated purpose of “building a connected future so everyone can thrive.”

Sydney, Nsw, Au

Accountable for the translation of the Telstra T22 strategic change plan into its operations and ensuring a seamless migration of systems, products and processes for all Telstra’s sales and service team members (a workforce of more than 33,000 across multiple geographies and inclusive of call center, retail store staff and digital teams).

Sydney, Nsw, Au

Accountable for the strategic & operational management of all Telstra’s complaint operations. Responsible for all regulatory obligations associated with Telstra's Complaints Handling Processes. Direct leadership of a team of 450, direct budget accountability of $70M, strategic responsibility for more than 2500 people across 3 geographies and more than 20 locations. Key achievements in this role:24% opex reduction28% capacity increase20% increase in employee engagement scores18% reduction in cycle times10% increase in Customer NPS scores

Sydney, Nsw, Au

Accountable for the delivery of large-scale sales and service transformation initiatives with a specific focus on customer advocacy, dispute resolution and proactive complaint management. During this time, I was the program lead for some of Telstra’s key customer advocacy initiatives focused on service recovery, a reduction of complaints and an increase in customer NPS.

Melbourne, Vic, Au

Responsibility for the establishment of the operational framework relating the establishment of the joint venture between Coles Fin Services and GE Fin Services for their Mastercard product. Responsible for assessment of existing operational frameworks and their suitability for new product offerings by Coles Financial Services.

Norwalk, Ct, Us

Leadership of a team of 14 senior credit analysts, responsible for the management of credit strategies covering the complete account lifecycle, scorecard management and new business development for all revolving credit card products for GE Consumer Finance.

Norwalk, Ct, Us

Leadership responsibility of a team of 72 financial crimes and fraud risk experts, $8M operating budget, $450M inherent risk p.a. and $8M residual risk p.a. Responsible for internal & external fraud prevention strategies that enabled the organization to meet their residual risk commitments. Also responsible for teams that managed all internal fraud investigations, customer claims, Federal and State police investigations. During time in this role I led the implementation of several Australian and industry firsts in technologies and strategies that enabled the organization to avoid losses of up to $450M p.a.Key achievements in this role:28% reduction in operating costs, exceeding operating plan commitments by 12%135% improvement in Customer NPS scores (from +14 to +33), CE score of 1.6 v. industry average of 2.455% improvement in employee engagement scores67% reduction in cycle times in back office processes

Norwalk, Ct, Us

Leadership of a team of 48 FTE, $5.6M operating budget. Responsible for operational forecasting and planning of resource requirements for both short range and long-range outlooks, delivery and management of operational risk agenda for Operations, delivery of all reporting and analytical business requirements. Successfully migrated the data and analytics functions to our partner in India enabling cost reduction of 41%.

Norwalk, Ct, Us

Norwalk, Ct, Us

Managed the Lean Six Sigma program for GE Capital Consumer Finance and lead a team of 8 black belts focused on strategic planning, cost out initiatives, improving customer experience and employee engagement, delivering operational excellence through efficiency and effectiveness programs. Primary customers were: Collections, Recoveries, Fraud, Customer Servicing and Complaints, all Back Office processes. Secondary responsibilities and project support extended to Human Resources, Finance, Compliance/Legal and Sourcing.

Norwalk, Ct, Us

Ba/Llb, Arts/Law

Education record

Education record