Emil Klesman Email & Phone Number

Senior people leader role with end responsibility for all customer functions (Complaints, Contact Centre, Branches, Back Office and Digital). Delivering a 2 year program of Digital Transformation and Customer Centricity, focusing on key enhancements (customer led) to our service model and channels.

Melbourne, Australia

Leading the customer operations group & incorporating Project Management of the Shire's Business Transformation. Delivering fit-for-purpose systems and processes; introducing innovative customer solutions to enable and support migration from traditional customer channels. Leading the team through the change journey.

Melbourne, Australia

Continuing in my current role as Back Office Leader, however, changing companies, as GE sold its Consumer Finance business to the 'Latitude' consortium.

Melbourne, Australia

Senior People Leader of a large team responsible for over 400 shared services, across two sites. I've outlined and delivered a multiyear strategy to transform Back Office processing - achieving significant cost relief, whilst improving customer response times and overall quality.At the same time, fostering employee engagement, career progression and.

Melbourne, Australia

A hybrid role, carrying over my previous role as Outsourced Services Leader and offering me an expanded people leadership opportunity. I was set and exceeded annual budget and cost-out targets, whilst growing a ‘Customer focused’ servicing team, alongside maximizing BPO opportunities - through transitioning activity into single-service providers.

Melbourne, Australia

A 10 month contract role to broaden my leadership experience. Essentially a Project Management role responsible for a new product initiative. Managing all streams of delivery – IT, Product, Marketing, Operational Readiness, Vendor dependencies and facilitating executive steering committee updates. Delivering a successful (on time and budget) launch of a.

Melbourne, Australia

Responsible for over $40M annual spend; leading team of Vendor Managers - Identifying productivity opportunities, whilst streamlining services and tailoring services to better meet customer needs. Identifying regulatory gaps and managing Operational Risk. Serving as business lead on Operational tenders & drafting vendor contracts.

Melbourne, Australia

Responsible for Outsourced Services provided through 5 Material Vendors, sourced locally. - Delivered Productivity and Simplification to our business;- Developed a Vendor Management Framework;- Instigated an Operating rhythm between the business and its Vendors- Revised performance measures (via renewed SLA's) & Commenced monitoring and reporting

Melbourne, Australia

Leading ~45 staff and 3 Team Leaders on a 6 month back-fill opportunity. Key deliverable's were: Performance Management, Reward and Recognition, Rostering, Call Center Leadership, Budget and Efficiency; and accountability for the relationship between GE and it's Debt Recovery Solicitors & Agents.

Melbourne, Australia

Leading a team of 12 Litigation Officers; Managing the process flow of preparing and lodging court documents.

Melbourne, Australia

Call Centre Team Leader. Responsible for Call Quality, Compliance, Average handling time, Coaching, Performance Management and both individual and team targets.

Melbourne, Australia

Responsible for documenting Policy and Procedure manuals for an upcoming product launch.