Danielle Ivers Email & Phone Number

Sydney, New South Wales, Australia

In this national role, accountable for collaborating with internal stakeholders across all Westpac Group businesses and brands to support the implementation and delivery of ASIC RG271 as relates to Internal Dispute Resolution. Implemented an enterprise wide 'advice' and 'support' coaching model to assist uplift service delivery and increase customer experience. Utilised strategic planning capabilities, and service design principles to identify opportunities to create and implement… Show more In this national role, accountable for collaborating with internal stakeholders across all Westpac Group businesses and brands to support the implementation and delivery of ASIC RG271 as relates to Internal Dispute Resolution. Implemented an enterprise wide 'advice' and 'support' coaching model to assist uplift service delivery and increase customer experience. Utilised strategic planning capabilities, and service design principles to identify opportunities to create and implement enterprise-wide policy and process updates to complaint escalation and ownership principles.I managed the Digital Complaint channel in a period of unprecedented growth, requiring a full review of end to end processes and customer service delivery model, with process management and improvements designed to increase Customer Experience, decrease turn around times, and manage Operational Risk whilst monitoring Industry trends and customer pain points. Acted as complaint Specialist amongst cross functional teams and stakeholders Show less

Sydney, New South Wales, Australia

Managed the highest volume Internal and External escalated dispute resolution business across Westpac Group banking brands (Westpac, St George, Bank of Melbourne, Bank SA). Responsible for 4 Direct Reports and over 50 indirect reports who were responsible for managing over 1500 complex Internal and External complaints at any time.Accountable for ensuring the team successfully embedded the updated ASIC RG271 requirements, successfully reducing complaint resolution timeframes and increasing… Show more Managed the highest volume Internal and External escalated dispute resolution business across Westpac Group banking brands (Westpac, St George, Bank of Melbourne, Bank SA). Responsible for 4 Direct Reports and over 50 indirect reports who were responsible for managing over 1500 complex Internal and External complaints at any time.Accountable for ensuring the team successfully embedded the updated ASIC RG271 requirements, successfully reducing complaint resolution timeframes and increasing consistency in customer outcomes.Engaged with internal and external; stakeholders to manage high risk customer matters, in accordance to industry standards, with a focus on the resolution of Scam and Fraud complaints as per the E Payments Code. Show less

North Coast; Newcastle Central Coast

Responsible for all aspects of Consumer Bank business and financial performance, customer experience, and people management across the NSW North Coast and Newcastle Central Coast Westpac Branch network distribution channel.Managed direct reports of 18- 20 and indirect reports of 140 + across large dispersed geographic regions.Increased both customer experience and business outcomes by embedding the use of a customer engagement platform and intuitive leads system, to support the… Show more Responsible for all aspects of Consumer Bank business and financial performance, customer experience, and people management across the NSW North Coast and Newcastle Central Coast Westpac Branch network distribution channel.Managed direct reports of 18- 20 and indirect reports of 140 + across large dispersed geographic regions.Increased both customer experience and business outcomes by embedding the use of a customer engagement platform and intuitive leads system, to support the identification of needs-based opportunities within customer portfolio. Utilised customer engagement platform as a sales enablement drive and collaborated with national Product and Delivery teams to create core sales processes and operating rhythm. Led an increase in customer satisfaction and employee engagement outcomes and achieved number 2 position nationally in Mortgage Lending Growth in 2019/2020.Additionally led a state wide community engagement program for high performing leaders. Show less

Sydney, Australia

Primary Business Lead in a Retail Sales Support project aimed at aligning customer consent and acknowledgement requirements and processes across all retail products and distribution channels. Responded to Industry Trends and Regulatory Requirements, whilst considering overall Customer Experience.Worked in partnership with cross functional teams to conduct full review of distribution products and processes, highlighting Operational Risks and opportunities to increase operational… Show more Primary Business Lead in a Retail Sales Support project aimed at aligning customer consent and acknowledgement requirements and processes across all retail products and distribution channels. Responded to Industry Trends and Regulatory Requirements, whilst considering overall Customer Experience.Worked in partnership with cross functional teams to conduct full review of distribution products and processes, highlighting Operational Risks and opportunities to increase operational efficiency via automation. Show less

Perth Area, Australia

Accountability for all aspects of Retail branch performance in East Area Western Australia - including lending sales and Performance Indicators, business partner outcomes, customer experience, recruitment, talent and retention, coaching and capability, and operational risk and control. Delivered an uplift in loan sales, customer experience, and employee engagement. Increased employee engagement.Partnered with Home Lending Distribution leadership team to create strategic… Show more Accountability for all aspects of Retail branch performance in East Area Western Australia - including lending sales and Performance Indicators, business partner outcomes, customer experience, recruitment, talent and retention, coaching and capability, and operational risk and control. Delivered an uplift in loan sales, customer experience, and employee engagement. Increased employee engagement.Partnered with Home Lending Distribution leadership team to create strategic initiative to help address national market share conditions and Industry Trends in lending performance. Utilising an innovative Home Lending 'dashboard' and insights program, designed and piloted a ‘Lending Pipeline Management' sales enablement operating rhythm.East area consisted of 16 branches, 11 personal lenders, and a headcount of over 140 frontline team members. Show less

Canberra Area, Australia

Worked alongside the Area Manager and shared accountability for all aspects of Retail branch financial and non financial performance in Canberra Area in NSW/ACT region.Managed a geographically dispersed team to deliver high performance business and customer outcomes - including lending performance, business partner outcomes, customer experience, recruitment, talent and retention, coaching and capability, and risk and control. Canberra Area consisted of 22 branches, 11 personal lenders… Show more Worked alongside the Area Manager and shared accountability for all aspects of Retail branch financial and non financial performance in Canberra Area in NSW/ACT region.Managed a geographically dispersed team to deliver high performance business and customer outcomes - including lending performance, business partner outcomes, customer experience, recruitment, talent and retention, coaching and capability, and risk and control. Canberra Area consisted of 22 branches, 11 personal lenders, and a headcount of over 120 frontline team members. Show less

Masters, Business Administration And Management, General

Graduate Certificate In Business Administration, Business, Management, Marketing, And Related Support Services

Change Management Practioner, Change Management And Transformation

Change Management Foundation, Change Management And Transformation

Cultural Capability Accreditation, Cultural Capability

Digital And Data Fluency Pathway Customer Experience Design Thinking, Design Thinking, Service Design, And Digital And Data Fluency

Graduate Certificate, Organisational Coaching And Business Leadership

Foundations Of Directorship

Board Reporting For Directors

Certificate Short Course - Introduction To Change Management, Change Management

Education record