Lee Gilbert Email and Phone Number

JBWere Remediation

Worked closely with Product Owners and Key Stakeholders to define project scope and develop remediation methodologies delivered using both Agile and Waterfall methodologies, ensuring seamless execution and optimal results.Led the development and implementation of a critical SharePoint platform, streamlining task completion. Co-developed efficient Onshore and Offshore workflow procedures, enhancing team performance. Established and managed an Offshore team in India, ensuring seamless… Show more Worked closely with Product Owners and Key Stakeholders to define project scope and develop remediation methodologies delivered using both Agile and Waterfall methodologies, ensuring seamless execution and optimal results.Led the development and implementation of a critical SharePoint platform, streamlining task completion. Co-developed efficient Onshore and Offshore workflow procedures, enhancing team performance. Established and managed an Offshore team in India, ensuring seamless task completion and maximising team efficiency.Managed project plans, risks, and issues while providing regular status reports, ensuring efficient project management and stakeholder communication. Show less

Ensured successful implementation of remediation solutions, including process documentation, business testing, and staff training.Played a crucial role in process improvement and re-engineering, enhancing overall efficiency.Contributed to technical analysis and solution design, supporting project planning and business needs analysis.Facilitated business decisions across key functions, promoting collaboration.

Collaborated with key business partners and stakeholders to identify business process improvements.Delivered clear and intuitive Business Process Specifications and Business Requirements.Approach problem-solving with rigor and creativity, providing data-driven recommendations.

Successfully navigated legislative changes in unclaimed monies rules, overseeing system and process transformations for Westpac.Defined and documented changes to business processes, policies, and information systems.Effectively engaged key stakeholders and BAU teams, ensuring sustained commitment. Managed project-related risks, maintaining operational and project risks within desired levels. Provided regular, detailed status reports covering deliverables, and risks.

Analysed complex business challenges and opportunities, facilitating the need for change and developing benefits realisation plans to drive impactful outcomes.Defined and documented requirements for changes in business processes, policies, and information systems. Recommended innovative solutions, ensuring targeted business outcomes and substantial business value delivery.Engaged key stakeholders, fostering collaboration and informed decision-making for seamless project… Show more Analysed complex business challenges and opportunities, facilitating the need for change and developing benefits realisation plans to drive impactful outcomes.Defined and documented requirements for changes in business processes, policies, and information systems. Recommended innovative solutions, ensuring targeted business outcomes and substantial business value delivery.Engaged key stakeholders, fostering collaboration and informed decision-making for seamless project integration.Ensured project-related risks remained within desired levels, managing risks according to agreed frameworks. Provided regular status reports detailing project deliverables, and risk mitigation strategies. Show less

Contributed to a comprehensive process improvement initiative spanning St. George Bank, BankSA, Bank of Melbourne, and Westpac retail branches. Focused on enhancing customer and staff experiences by identifying and eliminating key pain points.Identified customer and staff complaints, conducted thorough assessments including gap analysis and impact assessments. Advocated change solutions that significantly improved customer and staff experiences, fostering a customer-centric… Show more Contributed to a comprehensive process improvement initiative spanning St. George Bank, BankSA, Bank of Melbourne, and Westpac retail branches. Focused on enhancing customer and staff experiences by identifying and eliminating key pain points.Identified customer and staff complaints, conducted thorough assessments including gap analysis and impact assessments. Advocated change solutions that significantly improved customer and staff experiences, fostering a customer-centric environment.Collaborated with cross-functional stakeholders in Product, CCC, Operations, Risk, Compliance, and Finance departments. Implemented improvements and initiatives within multiple retail brands, ensuring alignment with organisational objectives.Developed and maintained detailed status reports concerning multi-brand initiatives, covering budgets, progress, risks, and resourcing. Contributed to fostering a culture of change and transformation through team engagement, feedback, and knowledge sharing. Show less

Design, author and publish workplace instructions for customer facing staff using a third party software program designed to reduce wait times for customers when making complex enquiries and increase opportunity for value added discussions between staff and customers.Promote use of the CPG application and drive advocacy of it's benefits to front line staff.

Delivered training sessions to support Branch Managers and Regional Executives, enhancing team coaching skills.Designed and delivered market-based skills training sessions, monitored progress, and implemented sales and service initiatives.

Managed client relationships and oversaw training delivery for over 150 trainees.Conducted assessments using various methods and delivered training for Retail and Business Administration Certificates.Supported trainees through E-Learning-based training units.

Excelled in people management, financial accountability, and relationship management.Maintained high-value customer relationships and identified new business opportunities.

Delivered Sales Leadership and Sales Fundamental training courses, providing coaching and support.National coverage with travel to metropolitan and regional sites to support the delivery and roll-out of change transformation program.

Delivered in-house sales training to Customer Contact Centre staff, focusing on Residential, Mobile, and Internet services.