Danielle Raven Email & Phone Number

Melbourne, Victoria, Australia

Responsible for leading DEI strategy development, implementation support & advisory for teams in our APACSA region (Australia, New Zealand, South Africa, India, China, Japan, South Korea, Malaysia, Taiwan, Thailand, Philippines, Vietnam and Singapore)

Australia

Melbourne, Victoria, Australia

Designing and delivering strategic culture and capability programs and initiatives to support our employees in APAC, US, UK, Europe & Asia, including:- Employee engagement & pulse surveys- Wellbeing and inclusion initiatives- Leadership programs and assessments including 360 design and development- Capability Framework development & implementation- Future.

Melbourne, Australia

Leading organisational development initiatives that support workplaces and their employees to thrive using the latest evidence in workplace mental health promotion to create and cultivate positive workplace culture. Leading the Workplace Solutions team to create, implement and oversee strategic solutions that benefit workplaces and positively influence.

Melbourne, Australia

APAC role, working with our teams in Asia, servicing Australia and New Zealand. Designing and delivering cultural programs to meet the evolving needs of our passionate people, enabling them to achieve personal, professional and strategic goals and "Make A Difference" every day. Experienced in:- Employee Engagement- Wellbeing- Leadership Development.

Melbourne, Australia

Provides a range of consultation services to executive leaders and senior management on the development and implementation of key strategies and training for creating and sustaining a high performing organization. Works collaboratively at organization and division levels to ensure business planning, performance monitoring and performance management.

Melbourne, Australia

Creating the people experience to enable the business to meet it's strategic objectives. Providing highly respected innovative solutions which grow our people and contribute to the success of the organisation.

Lead, support and inspire a team of up to 8 L&D professionals to achieve successful outcomes across the business through varied functions including eLearning instructional design, facilitation of regular inductions and support of various projects across the enterprise as a well as administration of the LMS.Responsibilities include:- Operations Management.

Melbourne, Australia

Works with the Senior OD Manager and L&D Manager to manage and coordinate Organisational Development projects. Responsibilities include:- Managing & coordinating OD projects including but not limited to: Annual employee engagement survey, Graduate program, Performance Partnering, Compliance and Communications.- Supported implementation of new Learning.

Melbourne, Australia

• Ongoing design, development and maintenance of learning content for various businesses across the Customer Contact Centre.
• Represent CCC People and Development on projects to provide guidance and advice on training requirements for teams across CCC.
• Delivering training to a variety of audiences, including new employees, existing bankers, as well as peers in the form of train the trainer sessions.
• Identification of key skills and competency gaps across CCC teams and designing and implementing strategies to address these gaps.
• Ensuring key training and development projects are delivered on time and to budget.

• Managing a team of 11 direct reports across 2 states (8 in Melbourne and 3 in Sydney), including facilitating regular one on ones, performance conversations and regular coaching.
• Regularly liaising with business unit managers, workforce planners and recruiters to analyse needs for new entrant groups and cross skill of existing bankers. Includes negotiating timelines for intakes based on.
• Coordinating training schedule across Melbourne and Sydney. Organising rooms, facilities, trainers and agendas.
• Project Management with a focus on training requirements, includes conducting training needs analyses and writing training strategies.
• Recruitment and development of facilitators across Melbourne and Sydney. Necessitates travel across both sites.

• Management and responsibility of all functional aspects in the day to day operations of the business. Ensuring that work is processed efficiently and accurately within the parameters of service level agreements in both.
• Balancing resources with the ability to be adaptable and flexible to business demands, including the recruitment of any new team members to the business.
• Effective stakeholder and resolution management focussing on relationship building and problem solving. Focus on managing day to day operational relationship with offshore vendor as well as internal stakeholders at.
• Maintain and improve quality standards through day to day analysis and reporting, with a focus on coaching and performance management.
• Managing a team of 10 direct reports (6 specialist agents, 4 support agents), including facilitating regular one on ones, performance conversations, performance improvement plans (PIP), coaching conversations and.

• Manage relationship with key stakeholders at CCC People and Development and Consumer Product Solutions with a focus on regularly communicating relating changes to product, policy and process.
• Research and develop training material and communications briefs tailored for delivery to various teams across Cards Operations, Customer Contact Centre as well as the Cards offshore vendor Genpact.
• Facilitate remote training for teams at offshore vendor as face to face training for all teams with Cards Operations, including train the trainer sessions.
• Effective management of Cards Operations and CCC relationship focusing on open communication and best practice sharing, with a view to improved customer experience

• Liase with key stakeholders, both onshore and offshore, to research products, procedures and projects, and develop training materials.
• Facilitate training of new inductees, as well as training and ‘up-skilling’ of existing employees.
• Liase with team leaders and management to discuss knowledge and skill gaps of trainees as required. Work together to formulate development plans for these employees.
• Liase with key stakeholders to create and facilitate training for offshore contractor Genpact. Liase with Genpact managers and trainees to discuss knowledge and skill gaps of trainees as required. Work together to.
• Travel overseas to deliver training for offshore teams and support new teams at go live – two assignments in India for a combined period of 4 months.
• Ensure that all training material is regularly reviewed and continuously updated as needs arise.

• Manage AAC Quality Inbox – advisers send through complaints and examples of errors that have affected applications being opened successfully and in a timely manner. As quality officer I check through the applications.
• Prepare and facilitate training of new inductees through product knowledge, compliance and customer service techniques.
• Prepare Monthly Random Quality Report for each AAC rep – assess 20 applications per representative per month, providing positive and constructive feedback where necessary.
• Liase with External Stakeholder KAZ to ensure continuity and consistency in quality of work of both agencies. Provide weekly quality report to KAZ quality officer. Provide feedback on examples of errors within the KAZ.
• Prepare and Deliver AAC Quarterly Knowledge quiz. Use results for further knowledge gap analysis and prepare coaching or briefings on weaker areas as necessary. Prepare adhoc Special Bulletins for urgent updates.
• Liase with Internal Stakeholders such as Compliance and Marketing to ensure policy and process are updated and maintained.