Leading the channel management function of NAB's Virtual Assistant and Live Chat services for customers and colleagues. Key responsibilities include the managing of day to day operations, remediation of risk events, generating insights from channel performance, and identifying opportunities for continuous improvement. Have achieved stability and growth of channel usage since inception of the program in recent years, responsible for the planning and scaling of services into all consumer channels (web/internet banking/mobile banking). The conversational banking channel now handles an upwards of 2 million customer interactions p/a (automated and human assisted combined).

Provided consulting and operational support including solution design, business engagement and delivery for project initiatives and customer journey programs across multiple contact centres comprised of 100+ FTE. One of the main streams of focus involved managing the technology and process change initiatives relating to Omni channel solutions on nab VCC enterprise platform.Key achievements:• Successful delivery of Virtual Assistant Chat program on nab enterprise platform.• Design and delivery of technology setup for nab/realestate.com.au contact centre partnership within Direct Servicing. With introduction to Omni channel solutions over Email, Chat and Voice.• Delivery of Email routing pilot for Mortgage Service and Financial Crime Services which improve customer contacts and business efficiency, with a realised benefit of FTE saving for both contact centres.

Managed the transition of small-medium contact centres onto VCC enterprise platform, and improved operational efficiency and CX for servicing. Involvement in projects including decommissioning of legacy services - Data Centre Exit Program and the re-platform of VCC enterprise solution.Key achievements:• Successful transition of multiple contact centres onto VCC platform, stakeholder lists include NAB Private Direct, NAB Resolve, PBOP Support, Equipment Finance, Mortgage Services, Advantedge, and NAB Security Operation Centre. A total of approx. 300+ FTE seats contact centres. • Under the Data Centre Exit Program and VCC Re-platform, led a key migration that involved programming and rollout plan of more than 450 inbound services (utilising Telstra ICCD), which from Direct Servicing alone the flagship number 13 22 65 covered more than 1.5 million callers a month