• Coaching our team of Customer Advisors to deliver exceptional customer service by asking curious questions and conducting holistic reviews of our customer’s needs.• Maintaining high standards within the branch to mitigate risk and ensure compliance with policy.• Supporting our customers to use NAB’s digital offerings.• Motivating our team to achieve performance targets whilst ensuring that products offered meet our customer’s needs.• Engaging with the local community and our business partners to ensure that NAB is recognised as a valued partner within the community.

• Strategically drive growth at a national level through partnership with internal & external stakeholders.• Develop business development strategy & plan.• Lead and embed a performance culture across the team.• Provide support to implement local sales & business development activities.• Coach and develop our team to deliver high quality, professional services to clients within program guidelines & policies.• Manage our national sales team with 15 direct reports• Engage with IT partners to develop sales requirements for a platform replacement

• Manage our national contact center (inbound & outbound) with a team of 14.• Designed sales & performance KPIs to drive desired behavior to achieve targets.• CX – reviewed & improved internal/external touchpoints.• Created dashboards to improve team performance and better understand our business performance.• Coached & mentored my team to develop their skills and better support our clients.• Recruitment & performance management as required.• Project management - sales process & phone system development. • Encourage my team to capture & respond to client complaints & feedback.• Unplanned leave for the previous 12 months was <3%.• Staff turnover during my time in this role was nil, however five team members were promoted within the business.

• Managed a large remote team of 60 Home Care Workers.• Reduced staff turnover by 27% (on previous FY).• Exceeded unplanned leave targets (10.6% against a target of 18%).• Managing service delivery standards, complaints, recruitment & compliance.• Delivery of team training & monitoring service standards in the field.• Return to Work Coordinator.

• Managed business transformation from a service to a sales model in line with government funding changes.• Engaged with community groups, COTA, Department of Health and other care organisations to gain insights & promote the business.• Identified a new approach to grow the business.• Developed business processes to support these changes.• Change Management - produced and delivered training & engaged the team to understand the changes and drive a new sales focus.• New state-based changes were adopted nationally.• Following these changes, our Home Care Package portfolio in Tasmania increased by 40% over 12 months.

• Responsible for the management & operations of an over 55’s independent living retirement village.• Sales - maintained village occupancy at >95%.• Managed staff and contractors.• Developed local referral networks.• Managed village financials.• Resident engagement, advocacy, and social coordination.

• Business owner of the branch teller platform.• Identification of system & process improvements.• Project management & implementation.• Engaging stakeholders & key enablement teams.• Prepared detailed business requirement documents.• System testing.• Risk management.