Led business Unit with 70+ employees and 10 managers. Successfully delivered the end to end loan fulfilment for business, home and consumer loans. Customer functions delivered were: Credit Acceptance & Credit Risk; Collections; Financial Hardship; Fraud; Mortgage Processing & Settlements; Loan Servicing; Deceased Estates; Lending Technology. Accountable 1st line of defence owner for credit risk, operational risk, regulatory obligation and customer complaint resolution for lending, fraud, collections and financial hardship regulation. Exercised significant delegated lending authority which included approving loans outside of credit policy. I was Chair of the Safety Health & Wellbeing Committee, APRA Responsible Manager, member of the Credit Risk Committee and member of the Senior Leadership Group.Accountable to develop, implement, track and report on annual strategy and budget to drive customer service levels, capacity per person improvements, meet quality indicators and board targets. Key results: Improvement in capacity per person via successful execution of continuous improvement strategy; Credit acceptance, credit risk & quality indicators delivered within risk appetite; Improvement to employee engagement; Improvement to operating expenses and acquisition costs; Collaborated with stakeholders to deliver board lending sales targets.

Led Division of 150 + employees and 5 Unit Leaders. The division comprised the Contact Centre & Digital Support, Group Payment Services and Lending Services. Group customer advocate overseeing customer complaint management. Exercised significant delegated lending authority.Strategy owner accountable to deliver divisional strategic plan and budget aligned to organisational strategy. Management of expense budget exceeding $10 million, revenue budget exceeding $12 million.I was the Deputy Chair of the Internal Disputes Resolution Committee, Deputy Chair of the Credit Risk Committee, APRA Responsible Manager and member of the Executive Committee.

Led business of 250 + employees, 5 state leaders and 3 lawyers. The business was located in 5 states (QLD, NSW, VIC, SA and WA) along with 2 contact centres in NSW & SA. The business provided outsourced services to large banks, regional banks, mid-sized financial firms and mortgage aggregator groups to support the delivery of their strategy. Accountable to deliver strategy for ongoing growth and direction, with an expense budget exceeding $20 million and revenue exceeding $30 million.