Frances Grech Email & Phone Number

Melbourne, Victoria, Australia

As the BA Practice Lead I am responsible for managing and maturing RACV’s business analyst capability, including implementing best practice methodologies, standards, tools and frameworks, as well as driving consistent delivery performance by team members.

Melbourne, Victoria, Australia

As a Senior BA Team Lead I support the Head of Business Analysis and Change to drive consistent business analysis delivery performance from a team of Snr BA’s, BA’s and Analysts working on assignment across RACV to achieve both project and / or operational outcomes. The role balances both Business Analysis assignments (project and /or operational) with team lead responsibilities which include people management activities, coaching and mentoring practice members and leading continuous improvement initiatives for the practice and broader program management team.

Melbourne, Australia

A Senior Business Analyst with a background in Customer Service, my passion is to help improve processes and systems. Conducting workshops, researching and analysis to come to come up with solutions to business problems and help to introduce better ways of working for internal users and improve customer experience.Skills:Agile MethodologyTeam LeadershipStakeholder EngagementFacilitationBusiness AnalysisProcess and Data Mapping

Melbourne, Australia

My primary role as a Business Analyst is to lead RACV business units through the process of development and translation of business requirements to application / technical requirements and associated business rules.

Noble Park

In my role as Systems Analyst I analyse and coordinate all activities relating to Change Requests for break fixes, enhancements, minor and major projects ensuring compliance to RACV Policies and Standards with minimal disruption to daily operations. Communications, planning and reporting activities are also key requirements of my role. My primary responsibilities are to provide the following for all SAP and Common Presentation Framework (CPF) business applications.

Racv

In my role as Test Specialist I ensure appropriate coverage of System Test, and System Integration Test and Requirements Compliance Test to satisfy the RACV user acceptance criteria for sign-off of Cornerstone delivery.In my role as Subject Matter Expert I provided guidance and support to external service providers in the definition of functional and non-functional requirements necessary within RACV’s SCV. Assist with documentation and verification of business processes required as part of confirming RACV’s requirements. Ensured these requirements will result in a system which is simple, intuitive and informative to use

Noble Park, Victoria, Australia

In my role as Operations Manager I developed work practices to ensure the delivery of superior customer service and to monitor the operational effectiveness of Team Managers. I regularly monitor and track Team Managers and staff for service effectiveness that is consistent with the MCC Business Plan. Provide leadership and motivation to a team of Managers within the Service and Sales environments. As well as ongoing coaching, advice and support to Customer Service and Sales Team Managers in providing quality Customer Service management.

Noble Park, Victoria, Australia

In my role as Team Leader, I lead, motivate and develop a team of customer Service and Sales consultants by assisting with recruitment and selection, as well as supporting and managing performance and development plans. Improve operational effectiveness of Customer Service consultants by setting targets, identifying training needs, and developing work practices to ensure service delivery.

Melbourne, Victoria, Australia

 To conduct Induction training To deliver training packages, conduct assessments and deliver feedback To develop and review coaching packages on systems, products, sales and service for individual Inbound Consultants and Inbound Teams To monitor Consultants to check adherence to schedule, monitor performance issues Act as a referral point for Inbound Consultants, providing sales opportunities for diagnosis, on the spot diagnosis and coaching To conduct policy audits To provide feedback on performance to Managers and Consultants, regarding their adherence to policy guidelines and procedures

Melbourne, Victoria, Australia

 To enhance and promote the Motor Vehicle underwriting guidelines, systems, procedures and the Motor Vehicle Insurance Products To work unsupervised within a team environment To prepare and conduct presentations To conduct audits, monitor staff and training sessions for Front line Staff To build relations with internal customers and external customers

Melbourne, Victoria, Australia

 To maintain the highest possible standards of customer service at all times  To achieve customer focus with an ability to identify needs and present appropriate solutions To meet deadlines and work under pressure To successfully and consistently attain set objectives in Sales and Customer Service To be self motivated and goal orientated To work with other staff and gain cooperation To effectively apply communication and negotiation skills To demonstrate the ability to adapt to and accept change To make decisions in a concise and timely manner  To retain an excellent product and claims knowledge