The Business Lead role is the primary business representative on the Kantan project and is responsible for ensuring the Guidewire upgrade and Discount treatment streams meet the business objectives. They act as the key business for the project, identify and manage risks and issues to resolution and manage the SMEs escalations and provide business direction.

• Improve customer conversation through offer of insurance to convert into accepted offers• Conduct annual reviews and update: • Sales Scripts• Appropriate Response Guide• Incentive plans• Coaching frameworks• Sales processes• Reporting suite• Calculators or other guides• Sales and product training documentation and processes• Policies and procedures• Gain and share best practices across the PL teams• Analyse all program results and report out to key stakeholders• Set up and maintain performance trackers post program delivery, identifying and reporting areas required for improvement• Develop, agree and implement SLAs for any programs implemented• Provide sales support to drive sales key products• Assist in the delivery and management of the Induction program, including pre and post calls and distribution of ongoing results• Assist in the rollout of new products• Understand and ensure all Compliance, Legislative & Regulatory responsibilities are met, issues and concerns escalated and addressed in accordance with Consequence Management policies and procedures• Other related tasks as agreed

• Completion of reporting to management in a timely & accurate manner• Ensure the team are expert in our policies and processes• Ensure the team maximise the value of sales to customers through the application process• Ensure the team always manage customer expectations in terms of effort required by them, next steps from us and the likely timeframes.• Ensure the team deliver on value proposition proof points by making us easier to deal with than our competitors, and expert in creating personal lending solutions.• Ensure that the team act compliantly and demonstrate the behaviours outlined via Our Compass and organisational values• Coaching and training low performers on key metrics• Meeting KPI's and targets• Call monitoring and providing feedback• Closing and coaching out compliance defect issues

• To utilise Outbound, Inbound & Online channels to settle applications • Taking Inbound calls and servicing customers• Making Outbound calls to create applications to settle• Selling Loan Protection Insurance, Motor Insurance, Credit Cards• Building strong rapport with customers to create trust and confidence in delivering the product knowledge ie. customers want to listen to the offer• Use fact-finding questions to initiate interest towards securing a strong sale• Informing/educating customers on features of taking out a personal loan

• Action overdue debtor files by phone & correspondence in a respectful manner• Enter and maintain accurate file notes• Handle customer queries• Process payments• Meet KPI's

Worked as a production assistant, 1st assistant director, production manager and sound assistant.

Waitstaff initially and then promoted to Supervisor

Sales Assistant initially and then promoted to Retail Store Manager