Key responsibilities include:• Triage and Assess Privacy breaches/regulatory enquiries• Provide guidance to minimise the risk of harm to impacted individuals• Ensure all relevant regulatory requirements are adhered to• Identify opportunities for strengthening control environments to minimise future harm

Key responsibilities include:• Lead regulatory responses for Distribution including ASIC, APRA, and OAIC• Lead cross functional remediation of Risk Events, Control Gaps/Weaknesses• Lead Distribution Privacy Investigations and Internal Staff Privacy Investigations, including representing Distribution with regulators• Design and Delivery Distribution Quality Assurance Framework including providing actionable insights ensuring adherence to core processes and compliance obligations • Govern knowledge articles and process changes• Enable Risk Governance ensuring adherence to Risk Management Standards • Design and Implement Risk Governance SNOW Dashboards

Key responsibilities included:• Design and Lead the Risk Maturity Plan for Direct Claims• Manage systemic issues through to closure and drive action to prevent future systemic issues• Coordinate the Governance of actions and monthly board level papers• Produce the Direct Claims Monthly Risk, Regulatory, QA and Compliance Health Check reporting including a RAS/KRI dashboard• Represent Direct Claims with any APRA/ASIC regulatory engagement

Key responsibilities included:• Leading the Communication Strategy for Direct Claims, driving a clear understanding of business strategy and performance to all levels of staff through the delivery of our communications strategy • Managing strategic initiatives and key activity across Direct Claims• Embed and govern an effective business planning, communication and change framework within Direct Claims• Ensure that a clear business impact is outlined through all change initiatives and mitigations are in place to drive performance

Key responsibilities included:• Designing the business planning framework throughout Direct Claims, supporting the tracking of all key initiatives to ensure key deliverables are met.• Leading the Direct Claims APRA Regulatory audit response in 2018 • Representing Direct Claims in the Royal Commission response

Responsible for representing Claims and helping to deliver projects within our business ensuring that we get the best outcome for our colleagues, our customers and our shareholders. Key role responsibilities include:- Lead or support project initiatives that deliver outcomes aligned to Short Tail Claims (STC) Strategic Initiatives.- Work collaboratively with stakeholders and support resources across both STC and the wider business working towards the business objective. - Conduct change impact assessments to ensure that stakeholder needs are understood and included in the project solutions.- Define and calculate project benefits for STC and communicate project progress and availability of benefits.- Manage project risks and ensure mitigation strategies are in place.- Engage with the STC senior leadership team and other key stakeholders on project initiatives as needed.- Ensure that the STC business is informed and up-to-date on projects as needed.- Pro-actively identify opportunities to innovate and transform current Claims services, processes and structures to drive better customer, cost and colleague outcomes.

Responsible for establishing, reviewing and communicating the measurement of performance and reward for all colleagues across all channels of Customer Delivery Sales and ServiceKey responsibilities include:- Ensure that the ongoing KPI/Reward structure is one that is customer focused and drives the right colleague behavior- Liaise with key stakeholders from across the business to manage the yearly PYS goal setting process- Working together with others from within Customer Delivery to create a Leader Brand People Strategy- Manage the Remuneration and STI process across the Leader business

Responsible for leading projects that deliver outcomes aligned to the Customer Deliveries strategic initiatives.- Working with stakeholders and the wider business working towards the business objective. - Conducting change impact assessments to ensure that stakeholder needs are understood and included in the project solutions.- Defining and calculating project benefits and communicate project progress and availability of benefits.- Managing project risks and ensure mitigation strategies are in place.- Engaging with the Customer Deliveries SLT and other key stakeholders on project initiatives as needed.- Ensuring that the business is engaged in the change and communication is delivered as needed

Key Achievements:• Successful implementation of the Premier Dialler upgrade project (Nov 2011) • Successful implementation of the Outbound channel expansion project (2010/2011)• Exceeded New Business / Renewal sales goals (2011/2012)• Outstanding Contribution to S&S – Awarded by General Manager S&S (2010/2011)• IAG DI XCELR8 Awards: Leader of the Year winner (2010/2011)Key Responsibilities:• Accountable for Outbound channel cost centre• Responsible for delivering operational plans and ensuring achievement objectives• Lead & Coach the operations team in the implementation of business improvements• Accountable for managing staffing numbers to ensure they are kept at budget levels• Manage infrastructure and environmental requirements as well as Vendor Relationships

Key Achievements:• IAG DI Awards: Winner for support team of the quarter - Operations team. (Q2 2010)• IAG Business Awards: Nominee for Business Excellence - Continuous Improvement• IAG DI Excellence Awards: Winner for Customer Excellence• Australian Telephone Awards: Nominee for Teleservice Champion of the yearKey Responsibilities:• Provide Daily Sales Behaviour Reporting for 60 staff• Complete Quarterly Target setting, STI and Remuneration reviews• Lead a team of 3 in completing all of the business unit’s operational work• Complete business unit reporting • Complete business unit rostering through Shifttrack