Brian Ivory Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Position Overview In this role my primary objective is to lead the Digital Solutions Team to ensure all aspects of Australian Unity’s Health Insurance digital servicing channels and communications are functioning effectively, efficiently and delivering to customer and business objectives. This secondary objective of this role is future facing, with a focus on customer experience, process automation, business improvement and control effectiveness. This is done through a combination of data analysis, insights reporting and by staying abreast of industry trends to provide recommendations to improve the digital service experience for Australian Unity members.Responsibilities and Achievements  Lead a team of 7 to 15 digital service consultants who handle over 150,000 member emails and 12,000 Webchat interactions per annum Monitor and identify performance and development opportunities of direct reports Embed a continuous improvement and learning culture along with complex problem-solving capability’s in a test & learn environment  Engage with external providers and internal stakeholders on digital service solutions  Develop and recommend digital servicing solutions including but not limited to strategy, automation, emerging technology  Actively cultivate and maintain strong relationships with key stakeholders to partner and collaborate across functions to deliver on key digital strategic initiatives and drive customer outcomes.  Manage successful implementation of change into business Active real time monitoring to ensure optimisation of digital servicing channels and resources  Maintain accurate resource planning and forecasting  Prepare regular management and dashboard reports analysing and monitoring performance Drive a customer centric culture through sustained leadership and use of customer data and insights  Ensure the team adheres to all risk, compliance, workplace safety, and legislation obligations

Melbourne, Australia

Position Overview Reporting to the company directors my role is to provide ongoing support and leadership to the Customer Service team who supports Paramount Liquors customer and internal stakeholders. The team is responsible to oversee the end to end process for customer orders, from processing the order to delivery of the product. The role also includes working to embed processes and procedures within the department, identifying opportunities to create efficiencies, and develop a high-level strategy to move the inbound team into an environment that supports inbound, outbound and retention.Responsibilities and Achievements  Lead a team of 7 Customer Service Officers who support customers and internal stakeholders Assist the team with escalations and complex customer inquiries  Manage ongoing staffing needs including recruitment and workforce planning  Create training, process and procedure documents Create a program of work to support and deliver ongoing continuous improvement projects  Develop strategic plans to support the transition from and Inbound contact centre to an omni channel environment that includes, Inbound, Outbound, email and Webchat

Melbourne, Australia

Position Overview:Worked as a project and change lead to deliver multiple large-scale programs of work for Suncorp contact centres across 23 sites nationally. This included the delivery of a new customer interaction system, robotic desktop automation and an upgrade to the workforce planning system. Responsibilities and Achievements: Managed various projects to ensure the program scope is delivered in line with agreed project objectives to 23 contact centres nationally Lead working groups, providing key updates, seeking feedback and tracking any issues/risks Ensured project risks are raised through to Program Team and worked together to ensure pro-active mitigations and controls are in place Prepared written and verbal status updates to key stakeholders including the senior leadership team Contributed to the successfully delivery of a $35m new customer interaction system to 1500 users across 23 sites nationally that will deliver $62m of benefits

Melbourne, Australia

Position Overview:Lead a team of 7 contact centre leaders and 100 specialists, in 3 states, including inbound, outbound, banking, consumer and life insurance teams. This includes both sales and retention activity.Responsibilities and Achievements: Lead my team to meet revenue targets in excess of $100M year on year Achieved a centre wide engagement score of 82%, the highest amongst my peers and 20% above the global norm  Worked closely with key stakeholders to launch various new outbound campaigns  Worked to identify various continuous improvement opportunities including an opportunity that resulted in a reduced average handling time in the outbound contact centre by 40 seconds that resulted in and OPEX save of over 500k pa

Melbourne, Australia

Position Overview:Work with a team of advisors to identify and manage a range of initiatives to harmonise processes and procedures across different contract centres and remove customer pain points. Responsibilities and Achievements: End to end management of multiple continuous improvement initiatives through a centralised program of work Identified trends in data to create new improvement opportunities  Designed solutions and influenced stakeholders to implement change through detailed business cases  Managed projects delivery with technical delivery teams that included estimation and technical delivery planning sessions Developed strong working relationships with various stakeholders including underwriting, technical delivery, and risk  Rolled out changes to stakeholders that included the preparation of communications for front line specialists and updates the procedural documents Identified and successfully delivered 10 technical fixes to a core customer system that delivered $3m of benefits year on year

Melbourne, Australia

Position Overview: Acted as a business SME for the transition of Claims Assist calls to our partner WNS in the Philippines. This included designing transition and change activity, creating training documentation, training delivery and ongoing quality and continuous improvement framework.Responsibilities and Achievements: Contributed to the creation of training material Facilitated onsite induction training in the Philippines  Created a framework to collate, analyse and action all internal and external feedback from the offshore partner that included analysing data from multiple sources into a single view and then analysing this data to establish trends and put forward coaching recommendations Successfully transitioned of over 200 call centre roles to the Philippines, delivering over $5m of benefit year on year

Melbourne, Australia

Position Overview:Lead a team of up to 15 specialists, across multiple functions including, Claims, Sales and technical support team. Teams located across various states including work from home. Responsibilities and Achievements: Lead a high preforming and engaged team to meet all KRA’s with engagement constantly above 80% Various teams across different operating hours, including business hours, after hours and overnight Lead the transition of the Claims Assist twilight team from an office-based team to a WFH team reducing OPEX by over $338k year on year  Leading teams with mixed locations (Brisbane and Melbourne) Consistent call monitoring, coaching and feedback provided improve the customer experience.  Reduce risk and through vigorous compliance management

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia