Graeme Browne Email & Phone Number

Sydney, New South Wales, Australia

Senior Management consultant working with highly respected Australian brands to maximise their potential - bridging the gap between strategy and execution.Consulting with several leading organisations to implement appropriate strategic and operational change to reach their potential via Customer Experience and seamless business operations. This includes building efficient processes and solutions that enable customer satisfaction, leverage potential growth, drive down operational expenses and retain a motivated, engaged team.

Sydney, New South Wales, Australia

Multi-faceted role running a large-scale customer-centric business servicing 150,000+ customers annually and managing a $1 billion claims cost budget. Senior leadership team member managing over 100 FTE across remote and office hubs.• Led nationwide business transformation in motor claims operations, implementing automation and digitisation, resulting in a 20% reduction in OPEX and streamlined processes.• Successfully managed one of the largest-ever hail claims response, handling 35,000 claims in Sydney, exceeding market commitments by finalising 80% within six months and achieving operational excellence.

Newcastle, Australia

Mandated to lead the customer experience transformation in the City of Newcastle Council.• Spearheaded operational and technology transformations, including creating a dedicated contact centre with a "one-stop shop" approach, improving customer satisfaction, engagement and first-call resolutions. Oversaw customer data migration onto new platforms, resulting in a 15% reduction in OPEX.• Led comprehensive initiatives such as internet redesign, corporate affairs management and community engagement, resulting in increased customer satisfaction, lower operating costs, positive public image, and enhanced decision-making processes through extensive feedback and participation opportunities.

Sydney

• Built a shared services claims operation, centralising three national insurance brands with a $1.3 billion combined annual revenue and over 300 FTE, resulting in cost savings, productivity enhancements and improved customer experience.• Successfully managed regulatory interactions with ASIC and APRA, ensuring compliance with claims management processes, achieving regulatory audit success, and maintaining a robust compliance framework.

Sydney, Australia

Led the successful operational transformation and productivity enhancements of the home claims department serving Westpac, Bank SA, and St George brands, implementing a comprehensive reengineering strategy and establishing a resilient framework for projected unit growth.

Sydney, Melbourne, Adelaide

Established and led a national team of over 250 FTE focused on eight niche personal insurance brands and products, maintaining an engaged workforce, achieving operational efficiency with reduced expenses and improved customer satisfaction, establishing strategic partnerships for cost savings, and implementing robust risk management and quality assurance frameworks.

National Role, Based In Sydney

Accountable for end-to-end Profit & Loss for two niche national insurance brands with over 200 FTE, successfully leading business transformation, implementing operational risk management measures, driving performance through innovation and achieving significant growth and improved profitability.

Nsw

• Managed profitable growth of niche business, overseeing national contact center and regional branches.• Implemented omnichannel customer experience strategy across digital, face-to-face, and telephone platforms.• Achieved revenue growth through strategic customer engagement and operational efficiency improvements.Led the Apia NSW business operation to the highest performing business award 2004-2005

Motor Claims Customer Service Centre Operations ManagerNSW Home Claims Operations Manager

Newcastle, New South Wales, Australia

• Managed multiple branches in Newcastle, focusing on service excellence to drive investment and lending growth.• Implemented strategic initiatives to enhance member satisfaction and retention.• Led a team to achieve a 15% increase in loan portfolio and a 20% growth in new member acquisitions- including leading the local area with cross-sell conversion of insurance solutions.

Masters, Business, Honours

Bachelor, Economics