School CouncilFinance Committee

The Senior Credit Manager plays a key role in driving the organisation’s C&I and Mass Market portfolio profitability through effective customer life-cycle management, implementing initiatives, monitoring and reporting debt and challenging assumptions, while continuing to improve the customer experience during the collection lifecycle. This includes the financial health of customers at on-boarding, optimising revenue at the back end of the collection lifecycle and working with external agencies to optimise performance and cost.

As the Head of Collections (~35 FTE) I had responsibility for the end-to-end Collection activity of the Banks Credit Card, Home Loan and Personal Loan books including Loss Recovery and Debt Sale activity.

Led the National Retail Credit Home Loan Assessment teams (~35 FTE), partnering with Compliance, Credit Risk, Projects and Sales to meet Compliance and Regulatory requirements in a high growth environment during a Bank wide transformation program.

Leadership of the National Customer Contact Centre (~250 FTE across Inbound, Outbound, Online Communication and Support and Retention teams) in the lead up to Bank wide transformation launch.

Leadership of Outbound Sales (creation of team), Customer Retention and Inbound Contact teams (~70 FTE) to actively support Banks growth and servicing agenda for new and existing customers.

To lead the Customer Solutions Inbound Call Centre (~100 FTE) for all Retailer Solutions Credit Card customers. Responsible for meeting all core deliverables, ongoing service metrics for both internal and external stakeholders, growth targets through the introduction of Service to Sales and delivering productivity through day-to-day management whilst implementing strategic growth initiatives.

Responsible for the development and execution of compliance strategy that pro-actively drives an effective compliance infrastructure in accordance with business and regulatory requirements. Establish and maintain strong working relationships with business unit heads, ensuring appropriate awareness and engagement to compliance initiatives and regulatory changes, driving a robust compliance program that facilitates an effective compliance culture throughout the business.

Centralised the Personal & Home Loan delinquency portfolio of 120+ branches and managed the ongoing portfolio profitably in an Inbound and Outbound call centre environment. Responsible for meeting all core deliverables, increasing collector effectiveness, operational efficiency, white label product launch and maintaining internal and external stakeholder relationships.

Led and motivated teams to sell personal finance and insurance offerings to consumers in a branch environment in a way that provides efficient solutions and services to meet customer’s needs, whilst meeting compliance requirements.Ensure all outbound telephone based collection activity for Personal & Home Loans is appropriate and compliant.During this time I was District Insurance Sales and Compliance Champion, trained as the initial Sales Force Effectiveness Leader for Tasmania and metro Melbourne, selected to be a workplace assessor for employees completing training for Branch Management, completed several District Manager reliefs and mentored newer managers assisting with their development.

Responsible for sale of personal finance and insurance offerings to consumers in a branch environment in a way that provides efficient solutions and services to meet customer’s needs, whilst meeting compliance requirements.