Direct responsibility of a leadership team consisting of Customer Service Leads, Operation Support, Fraud Operations, Complex Servicing, Training and a Process/Performance Improvement, 14 direct reports. Ownership of the Ubank Contact Centre ~160 FTE. Handling ~45k-50k interactions across multiple lines of business and digital channels. Including all forward forecasting, budgeting and recruitment planning.Ownership of the Fraud Operations Team for Ubank. Handling ~500 varied work items daily, to ensure relevant SLAs are met.Delivering on key KPI’s and SLA’s within the operation from both customer (GOS, ASA, AHT, QA, NPS, CSAT) internal (risk, complaint management, legislation/obligation requirements) and staff perspective (EES).Drive and embed changes within the operation ranging from product releases, process uplift, operational changes, compliance and risk training, on a daily basis.Ownership of the Complex Servicing Team, handling items including change of name, power of attorney, statutory requests, deceased estates, court appointed advisors.Management of the Training Team to ensure induction/compliance and upskill programs are adopted consistently to enable staff to be supported and successful in their roles and uphold the core values of Ubank.Ensure the operation meets all internal and external Risk/Compliance/Legislative requirements and adheres to BCOP.Work with internal and external Audit Teams to ensure risk treatment plans, controls and events

Direct responsibility of a team consisting of operations, workforce management, technical specialists, reporting analytics, projects, learning and development, telephony, Salesforce adoption and knowledge resources ~7 direct reportsActed as an internal consultant for the business, providing detailed and strategic guidance with regards to customer contact, operational governance, technology adoption, training and contractual matters.Managed relationships with the out-sourced partners of icare to ensure delivery of service model and operational excellence across ~1000 FTE on behalf of internal stakeholders.Implemented standard operating fundamentals ranging from contact centre management, workforce management. coaching and development, quality frameworks, reporting, governance and change management. Budget and interaction forecasting for various teams in icare as-well as outsourced partners.Embedded all Salesforce and Genesys changes across multiple call centres both internal and external.Project managed and implemented the new Telephony IVR’s for various internal teams within the icare business. Drove continuous internal productivity, customer experience and cost savings improvements across both policy and claims operations. Support NPS adoption and drove NPS improvements across the workers’ insurance business.

Direct responsibility of ~550 FTE, 25 customer service managers and 1 project officer across 6 Locations (Auckland, Sydney, Melbourne, Adelaide, Manila and Cape Town) Accountable for all workforce management functions across the iiNet/Internode VCC, including real time management, scheduling and forecasting for ~2500 FTE.Managed 6 different functions handling assurance and provisioning on various product types including DSL/PSTN/HFC/fibre & wireless/satellite and mobile, relocations for all product types and a Level 1 internal help deskAccountable for the performance of all phone and back of house work within SD area (over 1 million customer interactions per year), and for processes and training across all sites and teams to ensure consistency.Responsible for managing multiple relationships with third party vendors across AustraliaDeveloped and mentored 25 customer service mangers and 1 project officer to be successful in their roles. Key owner for all projects relating to faults, provisioning, fibre/NBN systems and internal and external processes.Accountable for all reporting and stakeholder management relating to the SD at executive and board levels

Ownership and accountable for business worth 6.6 million AUD annually.Managed a ~450 FTE Account with 2 operations managers, 30 team leaders providing technical, sales, billing information/Support to AAPT customersResponsible for 1 Training Manager with 6 Trainers and 1 Quality Manager with 9 QA Specialists.Managed 7 different LOB’s ranging from Level 2 Support, Inbound Sales, Back Office Teams, Correspondence and frontline support.Accountable for all financial forecasting for the account and all forward FTE planning to ensure we have the accurate number of agents to handle the forecasted volumes.Direct responsibility for quality and training teams to ensure standards, targets and respective deadlines are met.Developed and mentored a training and quality manager and two operations managers to be successful in their roles. Key owner for all projects implemented on the AAPT/iinet account and ensure timelines, budgets and adoption are met.Manage all client relationships across multiple management levels.Develop and deliver monthly and quarterly business reviews to client.