Gina Messinis Email & Phone Number

Responsible for building a high performing team by using key performance metrics for the delivery of high levels of customer service. Creating and driving career paths and growth for frontline team members. Driving improvements in NPS and responding to survey results to improve the overall outcome. Collaborating with global support leaders to drive change.

Customer Contact Center

• As a Team Manager, I was responsible for leading a team of Customer Contact Centre Personal Bankers by establishing leadership and banker rituals that built sales momentum and grew customer relationships the right way..
• Enhanced customer and leadership conversations though attaining Mastery Level in coaching as assessed by GRIST consulting
• Mentored and coached consultants through the DRIVE conversation framework to engage customers to provide products and solutions they both access and use, whilst educating customers on ANZ’s value adds through the.
• Role modelled a strong outcome focus in delivering sustainable performance and customer engagement by effective coaching, fostering a culture that obsesses over every customer interaction, whilst building relationships.
• Proactively performance managed against benchmarking Key Performance Indicators resulting in an uplift across all business metrics whilst transitioning the workforce to working from home
• Harnessed feedback, coaching, and performance appraisals to develop team, promoting several team members to other roles within the organisation.

Business & Private Banking

• As a Small Business Regional Manager I was required to play a key leadership and coaching role in leading a team of Small Business Specialists in VIC Melbourne region. My role also required commercial acumen to.
• Through robust and proactive coaching and mentoring lifted People and Culture engagement scores across direct reports achieving 88%, surpassing Global Best in Class of 86%.
• Led and coached the sales team on proactive needs-based conversations resulting in a significant lift in KPI’s and NPS with metrics achieving over 120% of plan.
• Pioneered and successfully role modelled a weekly calling program for Small Business Specialists resulting in an increase in NPS and business opportunities identified. This was recognised as best practice and.
• Instigated ownership of weekly 1:1 performance discussions. As a result there was in an increase in NPS and KPI’s achieved. The new operating rhythm was rolled out nationally.
• Initiated Small Business upskill programs each year across two Retail Areas to coach, observe and train the retail network which had a positive impact in increasing NPS and Small Business KPI’s across both Areas.

Retail Banking 385 Bourke St - Melbourne’s Flagship Branch

• I led Melbourne’s Flagship branch with a headcount of 52 direct reports to customer service excellence. I used tools and surveys to evaluate NPS, and drive improvements based on feedback. I used key business reports to.
• Led Melbourne’s Flagship branch through significant change during a 12 month refurbishment program of the branch premises while maintaining all Key Performance Indicator and NPS metrics over 100%.
• Role modelled and educated team and customers on innovation and new technologies reducing physical tellers in the branch from 17 to six while exceeding NPS benchmark
• Planed and guided resources, training, and performance evaluations to develop team. Multiple team members promoted to leadership roles within the organisation
• Pivotal in the development of the on boarding process for new recruits resulting in a consistent and streamlined training practice across all 14 CBD branches
• Fostered a culture of ‘good to great’ performance in the branch, with two direct reports awarded national CEO awards and an additional team member attending the annual Retail Banking national ‘Best of the Best’.

Retail Banking

• Led a team in a 7 day trading shopping center branch. Engaged shopping center traders and local community to raise the profile of branch services and products available. Led the team to customer service excellence.
• Through effective and passionate coaching and mentoring of team members significantly grew the branch business making the branch the preferred financial institution for the shopping centre traders. Positively.
• Successfully pioneered extended trading hours in the branch. The increase in NPS and achievement in Key Performance Indicators during this time saw the branch permanently increase trading hours to 7 days per week.
• Drove a customer centric culture of the sales team to focus on proactive needs-based conversations with customers, requiring a significant increase for the need of Specialists on site to address the increase in demand.
• Embedded strong operational processes through effective observations, monitoring and coaching to ensure all compliance requirements met and responsible selling and lending adhered to. Successfully passed Group Audits.
• Qualified for and attended the annual Retail Banking national ‘Best of the Best’ conference for individual and branch achievements

Accounts Clerk, Teller, Customer Service Specialist, Assistant Manager