I launched 3Degrees Bookkeeping to fill a gap in the market which is starved of bookkeepers with experience beyond debit and credit. Our team have experience in many industries and can engage with small business owners to address their ongoing finance recording and management needs. See our website http://3degreesbookkeeping.com.au/

Bookkeeping and Business Services

Leading 3 business groups that include the full lending business, branches and insurance.Responsibilities:- Leader of all (3) lending sites- Driving sales growth- Managing branch operations- Maintaining of third party relationships including QBE, CGU, Veda, MasterCard- Responsible Manager - Lending Products and Cash Deposit Products.Achievements- Writing the highest monthly sales volume for Consumer Credit Insurance- Achieving second highest monthly loan funding and exceeding end of year funding by over 6% in a challenging lending environment where most banks were struggling to meet budget- Designed and implemented the first ever staff incentive program which required compliance and executive signoff.

After completing the re-engineering of the teams within Transaction Operations I was handed the additional responsibility to lead the Member Contact Centre. Responsibilities - Leader of multiple banking and industry disciplines- Manage the relationships of external service partners including, NSC, CBA, First Data, Bank Note, Indue, Australia Post.- Reporting monthly to the board on fraud losses- Continuously improving business processes - Grow sales opportunities- Mentoring leader on maintaining service excellence- Developing annual business strategic plans- Sign off on monthly compliance audits- Responsible manager for Non-Cash Transaction ProductsAchievements - Engaged a head to toe business review of the Member Contact Centre instructing external consultants from NCS to undertake the detailed review. - Restructured the Member Contact Centre to realign business objectives to drive staff efficiencies by 15% and increases cross sales by 20% pa.- Wrote new Key Performance Indicators to drive increased sales while maintaining high service excellence that contributed significantly to the numerous industry awards.- Re-wrote 6 material contracts (these contacts are reviewed by the regulator - APRA) negotiating service levels and price, engaging an external legal firm to complete compliance obligations.- Redesigned the compliance program to streamline the monthly audit to increase compliance breach detection while reducing work effort by 25%.

Appointed to consolidate the Transaction Operations business unit which had coupled numerous business disciplines under one banner following a recent company wide restructure. Responsibilities - Leader of multiple banking and industry disciplines- Manage the relationships of external service partners including, CBA, First Data, Bank Note, Indue, Australia Post.- Reporting monthly to the board on fraud losses- Continuously improving business processes - Mentoring leader on maintaining service excellence- Developing annual business strategic plans- Sign off on monthly compliance audits- Responsible manager for Non-Cash Transaction ProductsAchievements - Redesigned the business model to align staff into a cohesive team with structured KPI’s moving away from siloed working practices. This resulted in numerous process improvements that increased staffing capacity by 15%.- Implemented process changes and contract re-negotiations resulting in over $2.5 million in savings over 5 years.- Project managed and implemented the migration from magnetic stripe visa cards to chip visa cards and thereby reducing card fraud by 75% per annum.- Developed a business strategy to combat card fraud over 3 years. Then sourced and lead the installation of various card fraud monitoring tools that allowed the card fraud team to detect fraud earlier and thereby averting the potential for internet card fraud escalating out of control.- Created and implemented a member service index score that for the first time measured operational success and impact to member serving and allowed monthly service reporting to be achieved.- Built a monthly compliance audit program to monitor daily transactional activity across all payment channels within the department

Fiserv managed the Vipro Cheque Processing Agreement with NAB, CBA and Westpac. Charged with the responsibility of developing a long term relationship with key business units and fostering new business opportunities within Fiserv’s $20 million annual contract with National Australia Bank. This role was the key contact point for all operational issues that were raised by NAB Operational Executives and Institutional Banking Executives.Responsibilities- Generating and maintaining client relationships - Assisting in submission of tenders- Fostering sales opportunities- Monthly service contract meetings- Client eventsAchievements- Successfully managed relationship concerns arising during the system migration project (2 year multi-million dollar project implementation) avoiding operational breach penalties. - Negotiated and implemented monthly service level reports with NAB executives- Preparing tender submissions and winning new business, ensuring that Fiserv Operations National Team successfully implemented each contract. These included: - New contract for new Cheque Dishonour Services, $300,000 pa. - Extended National Mail Room contracts, $250,000 pa.

Initially appointed to manage the Payments Team and to assist the project team to successfully obtain a banking licence, this responsibility then evolved into establishing and leading the Retail Bank which grew to more than 70 staff and five departments. Managed all bank product in addition to associated contracts and inter-bank relationships. Achievements- Built the Retail Bank teams to run all aspects of the Retail Bank including application processing, loan assessment, fraud management, card issuance and third party supplier management. - Funded $170 million in personal loans and credit cards in the first 2 years of operation, issuing over 70,000 credit cards. (which at the time was more business than another Victorian based regional bank had written in over 10 years)- Prevented over $1 million in attempted loan application fraud with no losses recorded. - Streamlined loan redraw processes resulting in a 20% efficiency gain.- Created and introduced a new collection policy on overdrawn accounts (relating to loans written under the old Super Member Home Loan banner) reducing the number of days overdrawn from over 120 days to less than 30 days.- Developed a comprehensive business continuity plan in readiness for obtaining the banking licence.

Over the many years at Bendigo Bank I was given the responsibilities of taking on many broad challenges through one of the bank's most significant growth periods.My appointments included:Manager - Retail Loan Services/Payment SystemsProduct ManagerLoan Administration SupervisorSpecial ProjectsAchievements:Completed key aspects of numerous merger projects involving the migration of acquired businesses onto the bank's core banking platform. These included the merging of business such as:First Australian Building SocietyIOOF Building SocietyCapital Building SocietyCompass Building SocietyFarrow Corporation (parcel of loans)Cassa Commerciale Australia Other achievements included:- Researched, modelled and developed a new suite of home loan products which replaced unprofitable loss leading loan products. This also shifted the bank’s strategy to building new business based on relationships instead of price.- Developed a training program and trained all Regional Managers, Branch Managers and Mobile Lenders on the new lending products that resulted in all regions achieving sales targets after the first quarter of introducing the product suite.- Designed and installed a refreshed unsecured personal loan package that included incorporating a credit score card assessment tool for the Contact Centre. This resulted in loan turnaround times reducing from 5 days to 24 hours and grew the loan portfolio 100% year on year in the next 2 years after the introduction.