Jonathan Le Email & Phone Number

Melbourne, Vic, Au

Docklands, Victoria, Australia

Docklands, Victoria, Australia

Supporting Remediation teams to improve Business Lending processes and system risk management frameworks through the delivery of remediation actions.Working closely with stakeholders, I am responsible to enable change delivery and support adoption to ensure that Operations and customers are prepared for the change across the end to end customer value stream.Key responsibilities include:- Partnering with Change Managers to define, deliver and execute communications, training and engagement strategies;- Translate change strategies into desired solutions and optimise feedback loops;- Lead and plan change readiness activities, ensuring operational teams are prepared and deliver the optimal customer and stakeholder experience;- Ensuring business preparedness and adherence to compliance and regulatory obligations

Docklands, Victoria, Australia

Workflow, production and resource management specialist across Small Business Operations.Responsible to support long term planning, forecasting and identification of skill deficiencies across ~ 100 FTE.Additional responsibilities with Commercial Lending, Delegated Credit Authority (DCA) to support credit application escalations.Key responsibilities:- Assessment of customer credit worthiness against a range of criteria;- Resource allocation, workforce planning solutions, workflow management and BCP preparedness;- Data and trend analytics to support stakeholder reporting requirements;- Continuous improvement and change initiatives;- Agile coaching and development to uplift team morale and performance.

Docklands, Victoria, Australia

Commercial lending specialist, holding a delegated credit authority (DCA) to support business lending and cash flow needs.Specialising in unsecured lending across small and medium enterprises.Key responsibilities include:- Assessment of customer credit worthiness against a range of criteria- Agile coaching and development of peers- Capacity management of circa. 25 FTE.- Data and trend analytics to support stakeholder reporting requirements.- Continuous improvement and change management projects.

Docklands, Victoria, Australia

Provide agile support across multiple business units, fostering continuous improvement and process streamlining.Key business units supported in this role include:- Customer Lending - Commercial Security VariationsKey responsibilities: Supporting process streamlining and coaching to improve efficiency of new and existing staff.- Customer Resolutions - Complex Case ManagementKey responsibilities: Supporting customer dispute resolutions and lending complaint concerns as a subject matter expert.- Customer Lending - Small Business OperationsKey responsibilities: Facilitating training and performance uplift across multiple facets of small business operations

South Melbourne, Victoria, Australia

Specialising in complex case management, liasing directly with both internal and external business stakeholders.Supporting pre- and post-assessment retail and commercial lending customersKey responsibilities include:- Data and trend analytics, supporting stakeholder reporting.- Coaching and development of peers, in key KPI's including: Average Handle Time (AHT), Adherence and Quality Control (QC)

- Resource management including but not limited to: Rostering, Performance management, Coaching and development of associates.- Leading 8 direct reports to success- Responsible for operational and financial performance of a high turn over store, generating over $1M revenue per annum. - Process and technological improvement and delivery- Inventory and cash management- Customer service

- Assisting day-to-day store operations.- Resource management including but not limited to: Rostering, Performance management, Coaching and development of associates- Inventory and cash management.- Customer service