Led the development of the digital, self-serve advice proposition, enabling customers to receive automated personal insurance advice without needing to engage a human financial adviser.• Engaging with stakeholders to communicate the project vision and secure project resources.• Managing and prioritising solution requirements.• Engaging with internal and external engineers to develop product solutions.• Delivering a bespoke customer experience in line with Zurich Customer Standards.

Developed and maintained the Private Banking and Advice Technology and Information Security Policy and Standards suite to meet regulatory and ANZ requirements.• Ensuring Private Banking and Advice complies with all relevant Technology and Information Security Policies.• Consulting with Compliance, Governance, Privacy and Technology to improve alignment with policy.• Providing guidance to senior leaders on technology related policies and their application to business initiatives.• Managing the governance of technology related forums and broader Assurance forums.• Delivery of regular training to business stakeholders related to Information Security.

Managed a team of Process Engineers with ownership of the end-to-end advice process, advice collateral and supporting tools, through a period of organisational restructure and technology disruption.• Leading, supporting and coaching a geographically diverse team for success.• Managing regular updates to processes and documents due to legislative and organisational change.• Delivering and embedding new product solutions for frontline staff.• Provide strategic process guidance to key stakeholders across technology, product and operational teams.• Development and maintenance of bespoke digital tools to support advice processes.

Responsible for managing and overseeing the objectives and performance of ANZ Financial Planning’s flagship Grow for Advice application, along with ongoing change management involved with simplification and digitization projects.• Communicating the vision, purpose and objectives of frontline processes and how they align with strategic business goals.• Development and maintenance of bespoke digital tools to support advice processes.• Leading process change and initiative delivery.• Working with stakeholders across multiple disciplines to efficiently deliver change.• Monitoring and management of process breaches or compliance incidents.

Providing holistic financial advice to ANZ Business Banking clients includingrisk management strategies, superannuation and retirement planning,estate planning advice and other investments.• Achieved 150% of sales target despite simultaneously providingsupport for other advisers.• Achieved an Advice Quality Rating in the top quartile of the team.• Worked with a diverse range of referral partners, across regions.

Assisting advisers to provide holistic financial advice to ANZ BusinessBanking clients including risk management strategies, superannuation andretirement planning, estate planning advice and other investments.• Managed ongoing client interactions to ensure delivery of servicestandards.• Regarded as compliance 'guru' for the team and assisted inachieving high Advice Quality Ratings for the team.

Working collaboratively with advisers to prepare Statements of Advice forclients with a strong focus on compliance, legislative change and processefficiency.• Consistently exceeded KPIs for both quality and productivity.• Quickly took on a senior role in the team and assisted team withproblems and queries, including training new staff.

Retaining and building customer base through business merger, focusingon problem solving, client communication and reporting.• Provided operational advice for process improvements and policydevelopments.• Resolved issues for clients by taking ownership and proactivelynegotiating with stakeholders.

Assisting clients to purchase new cars through tax effective novatedleasing arrangements as well as establishing other salary packagingbenefits for charities and rebatable employers.• Consistently exceeded sales targets while maintaining compliance,customer satisfaction and a strong pipeline.

Managing client accounts including direct credit details, dividendreinvestment elections, deceased estate processing and off-markettransfers.• Achieved highest productivity rating of the team withoutcompromising on quality.