Lead direct finance and insurance customer & back office functions for MBFS Australia including Customer Retention, Direct Sales, Customer Service, Collections & Loss Recoveries, Hardship & Financial Assistance, Disputes Resolution, Agility Vehicle Returns, Fraud, Settlements, and Contract Management. This includes the development and implementation of the overall Customer Experience, Omni-channel systems, and Self Service strategy.

Lead direct customer functions for MBFS Australia including Customer Retention, Direct Sales, Customer Service, Collections & Loss Recoveries, Hardship, Disputes Resolution, and Agility Vehicle Returns. This includes the development and implementation of the overall Customer Experience, Omni-channel, and Self Service strategy.

Leading the Customer Retention and Customer Service functions

TAL is one of Australia’s largest life insurers protecting more that 3.7 Million people and paying out over $1 billion in claims in 2015. They employ over 1,600 employees across Australia and have been in operation for over 140 years offering Life Insurance, Income Protection and Funeral Insurance.Key Responsibilities Member of the senior leadership team developing and operationalizing strategic initiatives to drive direct sales through the Insurance Line brand via inbound, outbound telephony, web-chat and online assisted sales. Providing leadership to between 60 – 85 staff within the Contact Centre team, monitoring performance against objectives, providing feedback and developing action plans to ensure success. Responsible for direct sales revenue of $30 million, remuneration of $4.6 million, and commission payments of $2.5 million annually. Taking a lead role across a number of key projects to ensure the delivery of TALs extensive change programme.

Public Trust is New Zealand’s largest trustee organisation with 268,000 customers. Key products are legal services including Wills, trusts, conveyancing, and estate administration; and financial products including investments, insurance, on call accounts and term deposits.Key ResponsibilitiesMember of the senior leadership team – supporting the Retail team and General Manager with the development of the Retail strategic plan.Development and communication of an aligned strategic and tactical business unit plan with clear objectives and deliverables for the Contact Centre. This included an appropriate organisational structure, KPI’s and reward and recognition schemes. Be an active change manager by utilising new technology and business processes to drive business improvementsProviding leadership to between 30 and 40 staff within the Contact Centre team, monitoring performance against objectives, providing feedback and developing action plans to ensure success.Responsible for direct sales revenue of $1.5 million and expense budget of $1.5 million. Generate 50% of total sales leads for the 28 site national retail network through inbound call conversion and outbound campaign management. Manage all online sales and customer helpdesk support.Leading a number of key projects to ensure the delivery of Public Trust’s extensive change programme.

Key ResponsibilitiesSupport the National Contact Centre Manager with the development and delivery of the Contact Centre strategy.Lead and support a committed and motivated team through the analysis of individual statistics, providing monthly coaching, regular performance reviews, personal development plans, and rewarding success.Assist with the development and maintenance of reporting metrics, budgets, business plan, and upcoming campaigns and events which may have an effect on call volumes or staffing requirements. Completing National Contact Centre Manager duties in a relief capacity and management of recruitment in consultation with Human Resources.Proactively liaising with other areas of Public Trust discussing processes, service level agreements, complaint resolution, system development, and internal/external relationship management.

Ansett New Zealand was a domestic airline serving the New Zealand market. This position reported to the National Contact Centre Manager in support of 100 staff spread across three centres in Auckland, Wellington and Christchurch.Key Responsibilities Managing real-time queues across multiple sites through analysing and interpreting call flow information that fluctuated with campaigns, seasonal trends, and very highly vulnerable to weather impacts.  Managing Symposium telephony software controlling call distribution, fault management, system training, and software development in conjunction with vendors. Overseeing marketing campaigns analysis and reward and recognition programmes to maintain staff motivation and morale.  Producing and maintaining weekly rosters and leave management for 100 staff spread across three sites.  Design and construction of reports highlighting staff and team performance for Contact Centre management.

Key Responsibilities Support National Contact Centre Manager by introducing a new sales programme - A.S.K (Ansett Sales skills and Knowledge) Develop and ensure delivery of a two day sales training workshop in conjunction with Learning International and facilitate this to all staff across the 3 Contact Centre locations. Develop and facilitate follow-up refresher training modules to ensure staff and management approached every call with a sales and customer service ethic.