Katrina Lee Email & Phone Number

I work with businesses from Start Ups, SMEs through to ASX Top 50, from a variety of Industries... Banking and Insurance, Quasi Government and Education to name a few. I thrive on quickly learning the core of your business and providing the Leaders I work with a skilled discretionary resource to promptly take your brief and deliver value that helps drive your business forward.

Instrumental in stakeholder engagement, telling the story of the opportunity for RACQ and our strategic partner, Honey Insurance, of the value of a new distribution partner (BOQ). - increased equity value through our corporate investment- significant GWP growth- risk diversification and business resiliency by further expansion outside the Qld Market. -Negotiated and executed multiple agreements, across 4 entities, ensuring RACQ’s contractual and good faith protection through thorough due diligence of our ability to operationalise the obligations. -Drove the creation of a new feasible, viable and desirable, Motor Insurance Product Disclosure Statement (PDS) and Policy Admin System (PAS), aligned to the design principles of simplicity, within our risk appetite and with consideration of the E2E customer experience, from front end UX through to claims philosophy. Balanced the opportunity to take lessons learnt from the home and landlord product, system and process delivery to future proof our offering whilst striving for speed to market. -Led ways of working across multiple vendors (systems, documentation) multiple partners and multiple internal cross functional teams to ensure effective governance across requirements gathering, decision making and driving delivery to project sliders.

Implementation of a new RACQ strategic innovation partner and start up business, Honey Insurance; creating sustainable and resilient revenue streams for mutual benefit for RACQ, members and partners alike. - Strategic relationship management to ensure delivery of the short- and long-term business objectives for all partners in the value chain.- Delivery of business readiness artefacts, process maps & procedures, overseeing solid governance over the business architecture. - Uplifted the groups risk maturity and created a new RACQ benchmark in frameworks for assurance over compliance and risk, aligning to the highly regulated AFSL requirements for product issuers and product distributors. -Ensuring product speed to market with executional excellence, through utilising my highly effective human skills to drive outcomes, including iteration management, change management and stakeholder influencing through visual story telling of the partnerships purpose.

Took the opportunity to have a purpose reset and prioritise myself and my family.

Brisbane, Australia

Pursued and developed long term strategic partnership opportunities for the Suncorp Group; that created value for Suncorp, business partners and our end customer.- Assessed the commercial, contractual and operational viability of potential partnerships.- Negotiated agreements and arrangements to best deliver value, whilst minimising legal exposure and mitigating business risk.- Project & Change Management and execution of these new opportunities, creating growth for our Insurance and Banking lines of business.- Displayed strong influencing skills to tell our story and promote advocacy for our business partners internally.

Partnered with internal clients to identify capability gaps to achieve their business objectives, through meaningful capability uplift in their people.- Effectively managed the Learning Budgets of three distribution departments in excess of $2m p.a.- Economically produced and curating learning that best suited their requirements and aligned their needs to existing material within the Capability Framework. - Founded the “One Way” initiative to drive sales culture consistency in Intermediaries. Partnered to create and embed a consistent leadership framework and specialist relationship managers operating rhythm.- Negotiated commercials, contracts and relationship managed multiple learning delivery vendors.

As Product Owner for Best Banker, I led a small team to deliver learning value and return on investment to our internal clients for their Learning requirements.- Delivered minimal viable product (MVP) to ensure capability gaps identified were appropriately being met, economically through Initiatives such as : ‒ Connecting Quality Growth and Regulatory Excellence: This bite sized learning connected sales, service and compliance aspects in a logical and pragmatic way to assist our front-line staff understand their key responsibilities.‒ Business Banking Smashes: we were able to decrease workarounds saving the Bank $170 per workaround.- Program and iteration managed the team using AGILE Mythologies.

‘Ignite’ was large scale $330m, multiple year core banking replacement program (Oracle system) run with AGILE mythologies.- Created and Implemented Change Plans for Home Loans, Secured Personal Loans and Collections Releases impacting over 2000 staff across a geographic dispersed network.- The releases included migrations of existing book, new products and decommissioning of legacy systems.- Led consistent change and communication activities, such Change Champions, User Acceptance Testing, inductions, building awareness and exposure through the ADKAR model, utilising a federated change team. - Worked closely with Business Design to ensure workarounds being implemented were both technically accurate, as well as viable for the users to complete, and communicated in an easy-to-understand style.- Our Change Team won "Division Team of the Year FY15" at the Annual Suncorp Bank Awards night.

Led a back office bank team responsible for business readiness for outsourcing onshore and offshore processes. - Data and Business Analysis to ensure the viability and feasibility of partnering banking processes. - Achieved a more effective use of highly skilled business banking managers by partnering the Data Entry and Financial Spreading aspects of their roles. - Managed relationships with multiple offshoring partners (Genpact and Infosys)

Led a back office team (12-15 FTE) responsible for gathering operational requirements, designing templates, systems and processes, UAT and implementing change across 2000+ FTE. - Governance of 3000+ Bank documents, process maps and procedures. - Successfully implemented consistent operational and development rhythm within the team, ensuring ownership of workflow control was on the team to ensure I was enabled to spend time developing the team, and individual capability. - Consistent Employee engagement and enablement scores >90%.

Product Manager for Personal Loans and Credit Cards for Suncorp Bank. Accountable for balance sheet management, portfolio revenue optimisation, end to end process development and improvement, ensuring sustainable growth and new business/channel opportunities. - During the GFC, grew the Personal Lending Portfolio to $400m+ with an on target balanced book of 9% bad debts.- Introduced a $5 AKF on new business (in line with competitors) increasing fee revenue ($370k in Y1) whilst maintaining volumes and interest margins and upholding existing customers contractual agreements in good faith.- Successful migration of existing portfolio to a new front-end system (scoping documents, system and process design, project and change management) for Personal Loans. Delivered on time and $500k under budget. - Complexity of aligning the implementation of a new front-end system, with the migration of the Credit Card book to Citigroup. Change management of 1000 front line staff in using a new system, understanding new processes prior to, and post migration.

Championed the front line (Branches and Contact Centre's) Deposit, Payments, FX and General Insurance portfolio requirements to be successful in their key performance areas, with middle and head office departments. -Advised on designs, implementation and change management strategies on Canstar award winning Deposit Products (i.e. Kids Saver Account) -Negotiated to ensure mutually beneficial outcomes with multiple stakeholders on budgets and channel distribution requirements of their products and services, representing 2000 FTE distributing 40+ products.

Responsible for managing communications narrative and volume on the 2000 FTE of the retail banking distribution network. - Designed and executed the bank distribution annual awards weekend (budget $180k). Delivered under budget, with an expanded scope (gamified Casino event) and with stakeholder feedback of 95% extremely happy with the event.

Championed the front line (Branches and Contact Centre's) Lending portfolio requirements to be successful in their key performance areas, with middle and head office departments. - Established a Preferred Loan Referrer (PLR) Initiative that enabled the network to build meaningful community relationships that also provided a tool to grow our Home Lending Book. Over 50 PLRs were contracted within the first 6 months, producing over $10 million in additional disbursements to the Bank. The PLR program ran for 15 years.

Managed the Service portfolio and metrics for 2000 Direct Distribution retail banking staff.- Leveraged the embedded Cohen Brown Model of Sales and Service to drive consistency to an operating rhythm for all roles within distribution. - Drove the Mystery Shop program, relationship managed the vendor and scheduling processes.

Navigated the insurance value chain required to pay Total loss motor claims, including replacement vehicles.-Made suggestions to improve retention of customers which led to every customer being called and offered EFT payment rather than being sent a letter and CHQ in the mail.

Constellation Hotel Group was the largest Australian owned Hotel operator. - Direct Revenue contributor through sales in MICE Industry. End to end execution of events at Lennon’s Hotel.-Joined the QLD Sales Team responsible for Leisure, Government and Corporate Sales for the 30 Chifley, Country Comfort and Australis Hotels and Resorts nationally.

Summer Temp, welcoming guests to the Island and ensuring they had a fantastic holiday through fun, safe and inclusive resort activities. -Received the highest number of written guest compliments during the summer period.

Head hunted to join the original Telstra team opening Retail Stores in the post deregulation of Telecommunications era. - Learnt to navigate a large corporate company, with the community expectations of being the National Telecommunications carrier, whist being face to face with customers.

Cultivated a passion to serve, how to listen to customers needs and present your products appropriately, by working in the busiest (highest sales) Mathers for Shoe store in QLD.

Grad Dip In Business (Marketing)

Bachelor Of Leisure Management, (Tourism)