Derek Seeto Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

Mortgage ChoiceMortgage Choice is also part of the REA Group. This position is responsible for the delivery of broker support services to Mortgage Choice franchises users (totally ~3500). These services range from contact centre support, knowledge management and lender product support. My team consists of 25 FTE (across 3 teams). Specific responsibilities.

Melbourne, Victoria, Australia

This is a fixed term position. The program is focused on managing / supporting the integration of Smartline Operations Pty Ltd and Mortgage Choice Pty Ltd to form a new broker aggregation business. Key elements are integrating 2 Australian Credit Licenses (ACLs), lenders engagement, system integration (including data migration and Nextgen & Simpology tech.

Victoria, Australia

PCF Holdings business (encompassing 3 broker aggregation brands - Plan Australia, Choice Aggregation, Fast Aggregation) was owned by the NAB till March 2021 where it was sold to Loan Market Group. Loan Market Group is also part of the bigger Ray White Group of companiesThis position is responsible for the delivery of broker aggregation support services to.

Victoria, Australia

This position was responsible for leading a team of business improvement professionals in delivering internal consulting expertise (across channel distribution strategy, operations, OpRisk, product, people capability, policy, legislation, operational excellence, and business improvement) to the Broker Partnership executive team.Broker Partnerships.

Melbourne, Victoria, Australia

This position was responsible for supporting the delivery of Direct Consumers transformation agenda. As part of this role, I was responsible for the delivery of a Realestate.com.au HomeLoans contact centre strategy. The role delivered a sustainable contact centre and new customer experience for the NAB/REA partnership called Realestate.com.au Home Loans..

Melbourne, Victoria, Australia

• This position managed the Sales Performance Business Unit. The Unit delivered home loan leads (collected from online, phone and LiveChat teams) and sales fulfilment services for contact centre home loan sales, provided.
• Delivered new business unit and a team engagement of 76% (where the broader contact centre was 71%)
• Improved online leads generation by 41% (equated to an extra ~$1.07 billion in applications) through operational improvements and changes to digital marketing
• Improved phone triage leads generation by 29% (equated to an extra ~$1.8 billion in applications) through changes to operational improvements, and changes to soft phone technology
• Improved LiveChat leads generation by 39% (equated to an extra ~$0.6 billion in applications) through better placement of chat opportunities

Melbourne, Victoria, Australia

• Building on my past improvement roles, this position was an internal consulting role and was focused on partnering with Digital & Direct division (within Personal Bank). This partnering role was to consult on.
• In 2015, I led the Small Business Customer Transformation Program, where I was able to secure initial program funding ($250k) in a no funding environment and secured key SME / project resources in a non-recruitment.
• In 2014, team delivered a 12 month program of work across digital, business and consumer contact centres that enabling each business contributing to collectively achieve home lending sales target of $8 billion
• In 2013, team delivered retail online home loans leads strategy, which delivered to nabRetail in the first 2 months $1.2b worth of home loan applications (12 month delivered ~$6b in homeloan applications).
• In 2012, team delivered online personal loan product transformation program. Increased revenues by $2m ($40m worth of lending)
• In 2011, I led review of banker ‘Sales Incentives’ (SSI), with the outcomes being an endorsed program of work that saved approximately $1m of unnecessary bonus payments. In the same year, program managed the divestment.

Melbourne, Victoria, Australia

• This position was focused on delivering business transformational change to nabRetail. I leveraged my people leadership/management, operations management, product, project and business improvement capabilities, to.
• In 2010, delivered ‘RetailConnect Strategy Program’. The program was a governance framework for nabRetail (projects under a $1m). In 2010 saw the delivery of 80 projects (up from 10 the previous year)
• In 2009, led a 12 month program within Customer Connect Program (largest retail transformation program at the time). My program was focused on removing waste and creating efficiencies across nabRetail through back.
• In 2007/2008, successfully managed 6 efficiency projects that delivered $1m worth of benefit

Melbourne, Victoria, Australia

This division looked after overseas students and visitors’ customers for Medibank Private. My position was responsible for the day to day operations, that encompassed – people leadership, cost management, operational strategy, internal and external stakeholder engagements, data analysis, vendor management, business improvement, claims payment escalations.

Melbourne, Victoria, Australia

This division looked after the customer service function (encompassing call centre & digital) for Medibank Private. My position focused on supporting Head of Customer Service in the day to day operations by providing contact centre metric reporting, business analysis, financial reporting, and cost analysis modelling. Other responsibilities included: people.

Melbourne, Victoria, Australia

My position focused on providing up to date business analysis, financial projections, competitor reviews, cost analysis modelling for largest hospital groups negotiations (totalling over $1billion). This division looked after all hospital, ancillary and medical benefits for Medibank Private (total spend was $2.5 billion per annum). My team consisted of 4.

Perth, Western Australia, Australia

• My position was responsible for the marketing and sponsorship for the Western Australian market. My team consisted of 6 marketing associates.Highlights:
• In 1999, designed and deployed a marketing/sales strategy for WA, that increase sales in the first 6 months of the program by 38% and overall WA sales increased by 29%
• Designed and deployed customer retention strategy in WA market, the results of the program was a 56% decrease in customer attrition (defection) in the first 6 months and overall results was a sustain reduction in.

Perth, Western Australia, Australia

Strategic Planning Institute is a leading WA consultancy specialising in assisting small to medium size business take the next step in developing their business opportunities. My role was Manager, Industry Analysis, where I was responsible for leading a team of consisted of 3 FTE (2 analysts & 1 administrative person) in providing consultative support.

Masters, Business

Bachelor Of Business, Management And Marketing

Received the John XXIII Annual University Scholarship for 1995 and 1996