Kaz Trass Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Responsible for the Northern team of 70 multi channel bankers, led by 5 Team Managers and an Operational Effectiveness Manager, who speak to customers about their banking needs, in particular insurance, home loans, personal loans and credit cards. I develop customer based performance metrics for the team and these are monitored through rigorous assurance activities.This role has been defined by its risk focus around conduct and culture - Redefining and rewriting KPIs and… Show more Responsible for the Northern team of 70 multi channel bankers, led by 5 Team Managers and an Operational Effectiveness Manager, who speak to customers about their banking needs, in particular insurance, home loans, personal loans and credit cards. I develop customer based performance metrics for the team and these are monitored through rigorous assurance activities.This role has been defined by its risk focus around conduct and culture - Redefining and rewriting KPIs and the sales based incentive programme and moving to building key indicators based solely on customer metrics and quality. This meant working with the analytics and reporting team to capture and model the change, taking advice and recommendations from the 2017 Sedgwick Report and more recently the FMA and RBNZ review of conduct and culture in New Zealand retail banks and the FMA review of incentive structures in the banking industry. Establishing a focussed assurance function with a focus on insurance quality to build a platform whereby we opened a dialogue around disclosures for insurance products and built a closed loop reporting, coaching and remediation process. Rebuilt the call quality assurance guidelines and form to provide clarity to the frontline teams on the minimum standards required for conversations with customers and using coaching and monitoring as a tool to improve standards. Again a closed loop reporting, coaching and remediation process was built to support this piece of work. Providing key findings and insights to the Risk and Compliance Team who present this to the Westpac Board in relation to compliance to insurance sales processes and identifying areas where gaps have been highlighted and remedied. Show less

Auckland, New Zealand

Responsible for a team of Senior CSR’s who responded to customers via social media (Facebook, Twitter and LinkedIn), email and the 'Contact Us' page through the Westpac website. Created a quality framework and built a coaching rigour previously absent from the area. Reduced the backlog of over 4000 emails and pieces of feedback to a manageable 500 through use of single skilling, and improving team efficiency through reporting and feedback.

Auckland, New Zealand

My return to Westpac saw a shift to the Service Team who needed support to enhance their Team Leader coaching capabilities. With a new team based in Albany and with the majority of their direct reports being new to bank, this was crucial to support speed to competency and ensure compliance to Westpac processes and policies. This was a contract role which involved a multitude of responsibilities including leadership cover, kick starting a wellbeing focus in the site, supporting performance… Show more My return to Westpac saw a shift to the Service Team who needed support to enhance their Team Leader coaching capabilities. With a new team based in Albany and with the majority of their direct reports being new to bank, this was crucial to support speed to competency and ensure compliance to Westpac processes and policies. This was a contract role which involved a multitude of responsibilities including leadership cover, kick starting a wellbeing focus in the site, supporting performance conversations and coaching the leaders to embrace and bring to life the banks Service Promise goals. Show less

London, United Kingdom

I was tasked to grow the New Client Advisor (NCA) team, deliver Salesforce to the Personal Injury and Industrial Disease departments and manage the call flows into the firm. I did this by creating effective processes and procedures to drive performance through coaching. This resulted in a very high level of client care to both new and existing clients of Hodge Jones & Allen. The NCA team grew from 3 staff to 7 across 9 areas of law. The team dealt with over 1200 new enquiries a month… Show more I was tasked to grow the New Client Advisor (NCA) team, deliver Salesforce to the Personal Injury and Industrial Disease departments and manage the call flows into the firm. I did this by creating effective processes and procedures to drive performance through coaching. This resulted in a very high level of client care to both new and existing clients of Hodge Jones & Allen. The NCA team grew from 3 staff to 7 across 9 areas of law. The team dealt with over 1200 new enquiries a month which required follow up with the legal teams. We provided weekly, monthly and year end reporting showing trends and conversions. I supported the team by providing a coaching framework, side by side real time feedback, training and cross skilling through the development of best practice guides and training documentation. The reception/switchboard team required additional support. I created and rolled out best practice guides, held coaching sessions and remote call listening sessions, provided regular training, created effective call logging processes to ensure all calls were logged for accurate reporting. The team went from taking a total of 40% of all calls to the firm to 60% of all calls over the space of 4 months. This meant the reliance and overall cost to third party providers was reduced considerably. I led the Salesforce configuration project for the Personal Injury and Industrial Disease departments and worked closely with external consultants and the in house IT team to successfully deliver this project. The result was a slick new enquiry capture process, along with robust reporting functionality and built in predictive modelling information. I managed this along with reviewing and updating the 7 departments already on Salesforce to ensure future proofing and consistency across the 9 areas of law. The project also allowed Salesforce to be integrated with Proclaim so the two systems could work together. I created an easy to follow training document to support the users. Show less

Auckland, New Zealand

I successfully supported and managed a team of 8 Sales Managers. They were supported to achieve quarterly team KPI and retention metrics. The 8 teams consisted of approximately 80 multi channel lenders who took inbound calls, made outbound calls or interacted with customers via Westpac’s digital channels. I drove strong performance through structured coaching with a focus on quality and lending capability. I increased performance with a customer centred mindset calling for holistic… Show more I successfully supported and managed a team of 8 Sales Managers. They were supported to achieve quarterly team KPI and retention metrics. The 8 teams consisted of approximately 80 multi channel lenders who took inbound calls, made outbound calls or interacted with customers via Westpac’s digital channels. I drove strong performance through structured coaching with a focus on quality and lending capability. I increased performance with a customer centred mindset calling for holistic needs-based customer conversations, digital performance and capability. I was very engaged and passionate about redesigning the training induction model with a focus on building customer focussed, lending conversation capability. I also supported my team to roll out these changes to new starters.I used daily analysis of reporting to identify gaps in performance, efficiency or quality and supported the Sales Managers to effectively coach their teams. I also owned recruitment for the department and prepared business cases for staff and managed the recruitment process end to end. Show less

Auckland, New Zealand

I was responsible for the sales force effectiveness of the business unit consisting of 130 people at the time. I developed individual performance with a focus on improving customer conversations, monitoring pull through rates and the development of campaigns. I created and rolled out training for new outbound and digital campaigns and measured the success and performance of these campaigns via close monitoring of call statistics and conversion data. I worked closely with… Show more I was responsible for the sales force effectiveness of the business unit consisting of 130 people at the time. I developed individual performance with a focus on improving customer conversations, monitoring pull through rates and the development of campaigns. I created and rolled out training for new outbound and digital campaigns and measured the success and performance of these campaigns via close monitoring of call statistics and conversion data. I worked closely with the wider Sales Effectiveness Team to develop and implement Retail Bank wide campaigns with a strong focus on service based, needs based customer conversations with a focus on customer centric metrics. Show less

Auckland, New Zealand

The role was responsible for the outbound, online and digital channels within the business unit. I carried out coaching and performance discussions for 25 lenders, built lending capability through training and support using the credit authority framework and facilitated key outbound campaigns through marketing and on behalf of the bank. I developed and rolled out training for new campaigns and measured the success and performance of these campaigns via close monitoring of call… Show more The role was responsible for the outbound, online and digital channels within the business unit. I carried out coaching and performance discussions for 25 lenders, built lending capability through training and support using the credit authority framework and facilitated key outbound campaigns through marketing and on behalf of the bank. I developed and rolled out training for new campaigns and measured the success and performance of these campaigns via close monitoring of call statistics and conversion data. I successfully led the implementation and monitoring of web chat to support customers who preferred an online channel to start discussions around their banking needs. Show less

Auckland, New Zealand

I was responsible for the induction of all new Multi Channel bankers to join the business unit.I did this with a strong focus on side by side and real time coaching and providing comprehensive training requirements for personal lending, credit card lending, and insurance conversations. Attrition rates were at a record low for the business unit following the implementation of my role as Induction Leader and the staggered skills based training approach I facilitated. The new induction… Show more I was responsible for the induction of all new Multi Channel bankers to join the business unit.I did this with a strong focus on side by side and real time coaching and providing comprehensive training requirements for personal lending, credit card lending, and insurance conversations. Attrition rates were at a record low for the business unit following the implementation of my role as Induction Leader and the staggered skills based training approach I facilitated. The new induction teams performed at record high levels which led to other areas of the contact centre implemented similar programmes to support their new starters. Show less

Auckland, New Zealand

I provided customers with balanced lending options and provided home loans, personal loans, credit cards and insurances to those who met key risk based indicators.

Auckland, New Zealand

Built strong relationships with key clients to maintain procurement levels. My key customers included, the NZ Police, Ministry of Justice, NZ Defence Force, Canterbury District Health Board, Bank of New Zealand and the University of Auckland. As the 2IC I supported the wider team to ensure that their portfolio of customers were well managed and relevant coaching was given to sustain a high level of account management.Held regular knowledge fix sessions to ensure gaps were… Show more Built strong relationships with key clients to maintain procurement levels. My key customers included, the NZ Police, Ministry of Justice, NZ Defence Force, Canterbury District Health Board, Bank of New Zealand and the University of Auckland. As the 2IC I supported the wider team to ensure that their portfolio of customers were well managed and relevant coaching was given to sustain a high level of account management.Held regular knowledge fix sessions to ensure gaps were addressed and key messages delivered and understood. Show less

Auckland, New Zealand

The role was to provide CreditLine lending solutions for customers. This involved taking up to 100 calls a day from merchants seeking lending for their customers. I mentored and supported new staff in the team with their lending decisions to ensure sound and appropriate outcomes were provided to customers. As a senior lender, I assessed complex requests and found workable solutions for customers within their servicing capacity and risk profile. I was asked to work… Show more The role was to provide CreditLine lending solutions for customers. This involved taking up to 100 calls a day from merchants seeking lending for their customers. I mentored and supported new staff in the team with their lending decisions to ensure sound and appropriate outcomes were provided to customers. As a senior lender, I assessed complex requests and found workable solutions for customers within their servicing capacity and risk profile. I was asked to work closely with GE's Australian based project team to streamline lending and settlement processes in a subject matter expert and advisory capacity. Show less

Bachelor’S Degree, Political Studies

Major: Political Studies Minor: History

Education record