Reporting to the Head of Service Excellence, responsible for driving the Service Excellence Leadership Team operating rhythm to enable prioritisation and delivery of key initiatives, Business Continuity Planning, property footprint, lead the governance of key escalated customer complaint forums, enhance knowledge management & documentation frameworks, and provide operational leadership and outcomes for core initiatives within Service Excellence and Customer Solutions.

Reporting to the Director of the AFCA Lookback Program, this pivotal role involved the orchestration and oversight of the Lookback Program's operational cadence. Responsibilities spanned the end-to-end spectrum—from designing and implementing the operating rhythm to effectively managing the triage and allocation of new requests. Key contributions included monitoring case manager workloads, strategically escalating when peak capacity was imminent, and meticulously tracking program performance through both regular 'pulse' checks and formalised reporting tailored for stakeholders and executive leadership.

Reporting to the Head of Escalated Complaints the role was accountable for the creation and management of the Privacy Corrections Team, responsible for reviewing and responding to all requests for corrections to be made regarding the comprehensive credit information supplied by the Group to the Credit Reporting Bodies.

Reporting to the Head of Complex Bank Complaints, responsible for the management of a Complex Complaints Team which responded to and resolved all escalated IDR and EDR complaints regarding collections/hardship, mortgages, and Auto Finance. Also responsible for the management of Privacy Corrections Team.

Responsible for end-to-end management of escalated IDR and EDR complaints. Investigated and resolved complaints by negotiating agreements between customers and the bank to foster satisfaction and liaising with external organisation such as AFCA.

People management of a team of MRU officers focusing on the retention of mortgage customers

Championed the assessment and adept implementation of tailored Financial Hardship Solutions for a diverse portfolio of Westpac and RRB customers, ensuring compassionate and effective resolutions to complex financial challenges.

Responsible for the assessment and implementation of Financial Hardship Solutions for Westpac and RRB customers.

Led the Sydney Gay and Lesbian Choir as President, providing strategic direction and organisational leadership. Developed and implemented initiatives to enhance community engagement, foster inclusivity, and promote the arts. Spearheaded fundraising efforts and collaborated with stakeholders to achieve the choir's mission and vision, ensuring operational excellence and promoting diversity and acceptance within the community.

Served as a liaison between choir members and the Management Committee, facilitating open communication and addressing member concerns. Acted as an advocate for members' voices, conveying their feedback, issues, and suggestions to the committee for discussion and resolution. Ensured transparent and effective communication channels, fostering a collaborative environment to address member needs and promote a positive choir experience.

Established the Customer Engagement Manager role for RAMS Responsible Lending Program which included creating workflow processes and review guides.

Responsible for processing applications, amendments and client requests relating Corporate Super contributions.