Jonathan Gershman Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, New South Wales, Australia

Home Ownership

Barangaroo, New South Wales, Australia

Product & Services Development - Process Improvement/Digital Capability

Edinburgh, United Kingdom

Operations Readiness I was assigned the responsibility of ensuring critical path criteria was met through a series of program decision gates leading to migration activities.Risk assess new change requests, estimate resource required and make decision whether to approve, decline or hold the request Design and DeliveryMy objective was to design industry leading processes within the back office function, servicing credit cards, loans and savings accounts. Key ActivitiesBusiness requirements gathering & analysisCOM to TOM Gap analysis and traceability to functional documentsCollaborate with process analysts to guarantee business requirements were being metIdentifying control points and implementing controls Process design for back office functions, managing delivery process architecture and documentation using MS Visio

Chester, United Kingdom

I was accountable for a high complexity complaints unit with oversight of multiple work streams that included regulatory requests, complaints and simple litigation. The unit were responsible for processing and resolving customer complaints and regulatory requests for secured and unsecured loans and credit cards. My key focus was to limit operational and financial risk to the business, sustaining intensity, optimism and emphasizing regulatory obligations whilst creating an environment that was a great place to work.

Accountable for the end to end customer journey for transactional disputes and claims under the regulation of the consumer credit act andVisa, MasterCard and Amex schemes.

Led a multi-skilled contact centre taking various inbound call types such as customer retention, general customer service and complaint escalation.Accountable for performance, quality, revenue and service level standards within an ever-changing environment under strict regulatory legislation.