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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Bachelor’S Degree, Political Studies

Major: Political Studies Minor: History

Education record