Glenn Northey Email & Phone Number

Sydney, Australia

Sydney, Australia

Contributions Team - Russell Funds

Sydney, Australia

* Manage and allocate work so the team operates at optimum productivity and quality within contracted service standards across a range of customer service activity.* Develop and maintain the skills and knowledge of the team, focusing the team to achieve operational success.* Ensure fund compliance by keeping upto date with legislative requirements and.

Sydney, Australia

• Provide high quality support to a QBE customer facing service team through highly effective customer relationship management, people leadership, workforce planning and operational discipline.
• Manage a team of fourteen (14) CSOs to achieve personal KPI objectives (productivity and quality) through monthly formal performance reviews.
• Performance management of CSOs not achieving KPIs.
• Workforce management to achieve Centre SLAs.
• Manage new processes within the Centre and develop process guides.
• Mentor / coach staff to identify process improvements.

• Transition Operations Services Employees to the same operating system used by the Contact Centre.
• Research and develop new processing screens to gain greater productivity efficiencies.
• Create screen development priority based on training staff through the competency structure.
• Co-ordinate training and ensure staff are competent as they proceed through each stage of the project.
• Create documentation matching old and new screens as a development tool and Training Dept. reference point.

• To standardise processes within Operations Services and increase efficiencies through the identification and elimination of processing waste.
• Document each business process performed by Member Service Officers in Operations.
• Review each process to identify the most efficient method by eliminating waste.
• Standardise similar processes to reduce unnecessary document duplication.
• Determine new processing benchmarks as productivity expectations.

• Monitor performance and results.
• Coach, mentor and provide performance feedback.
• Leadership and Supervision.
• Key Stakeholder interactions.
• Business Planning and change management.
• Demonstrate and promote the values and behaviours of the organisation.

Sydney, Australia

Certificate Iv In Superannuation

Diploma, Life Insurance

Diploma, Frontline Management