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I am responsible for the Productivity strategy across Suncorp’s Direct Distribution business. In the culmination of our phased OpEx deployment I am establishing and embedding a post-rollout culture that sees us embark on a journey of operational excellence and business transformation, prioritising efficiency and productivity.From overseeing the creation of a BAU plan and new ways of working through to further opportunities to seek best practice and look for continuous improvement in all… Show more I am responsible for the Productivity strategy across Suncorp’s Direct Distribution business. In the culmination of our phased OpEx deployment I am establishing and embedding a post-rollout culture that sees us embark on a journey of operational excellence and business transformation, prioritising efficiency and productivity.From overseeing the creation of a BAU plan and new ways of working through to further opportunities to seek best practice and look for continuous improvement in all that we do. This will drive a true high-performance culture across all of our 1500-2000 strong workforce.In the first year of our deployment, we have seen significant efficiency gains across a number of our brands within DD and increased engagement and empowerment from our people. This has influenced other departments within the Group to look to what we've done and seek our support with their strategies, which has been immensely gratifying. Show less

The team was set up to champion and lead pieces of work that directly influence the performance of our three brands, Suncorp, GIO and Bingle, within Direct Distribution.I had two main projects in the twelve months in the role, one was co-creating and rolling out a brand new scorecard solution that totally changed the way we manage frontline specialists within the contact centre environment; it was highly innovative. The deployment of not only the technical and reporting aspect but just… Show more The team was set up to champion and lead pieces of work that directly influence the performance of our three brands, Suncorp, GIO and Bingle, within Direct Distribution.I had two main projects in the twelve months in the role, one was co-creating and rolling out a brand new scorecard solution that totally changed the way we manage frontline specialists within the contact centre environment; it was highly innovative. The deployment of not only the technical and reporting aspect but just as importantly the the change management and people support of the change, both I and my co-Lead on the project were internally rewarded by Suncorp's R&R program.Secondly I was able to play a key role in leading the Direct Distribution business through the initial deployment phases of a new Productivity initiative rollout. Largely deployed by an external third party, I was able to play a supportive role with the program as a conduit back to the business, at times outside of by Suncorp, GIO and Bingle brands, and elevate the people and cultural aspect of was was being deployed. The work we did in taking the deployed solution to the next level so soon saw an overwhelming response in our business, it got terrific traction and the efficiency gains we saw across Direct Distribtution were fantastic. Show less

I managed a small team of Performance Advisors who together oversaw the reporting, technical and analytical support for the Suncorp and GIO contact centres within Direct Distribution.We provided techncial support for a number of in house reporting, optimising and building anew to meet our stakeholder needs. We also created a number of analytical deep dives to provide performance trends and identify opportunities for our business to grow.I lead performance meetings with the… Show more I managed a small team of Performance Advisors who together oversaw the reporting, technical and analytical support for the Suncorp and GIO contact centres within Direct Distribution.We provided techncial support for a number of in house reporting, optimising and building anew to meet our stakeholder needs. We also created a number of analytical deep dives to provide performance trends and identify opportunities for our business to grow.I lead performance meetings with the Suncorp and GIO leadership team, help set performance priorities and champion our brands within the broader Direct Distribution on shared projects.In the time we had our team helped support fantastic results within both brands from not just a financial perspective but influencing our contact centres' engagement and efficiency results too. Show less

A hybrid role balancing project management and initiative leading with technical reporting and performance analysis. Our small team supported the Specialised Distribution region within Direct Distribution, which contained Assisted Digital, Social Media, Partnering, Outbound and Business Insurance contact centres.I successfully supported the optimisation and/or rebuild of contact centre performance reporting across a number of our sites, help deliver scorecard solutions and also lead… Show more A hybrid role balancing project management and initiative leading with technical reporting and performance analysis. Our small team supported the Specialised Distribution region within Direct Distribution, which contained Assisted Digital, Social Media, Partnering, Outbound and Business Insurance contact centres.I successfully supported the optimisation and/or rebuild of contact centre performance reporting across a number of our sites, help deliver scorecard solutions and also lead initiatives spanning new tech rollouts and contact centre frameworks. Show less

530 Collins St Melbourne

I support the execution of the customer strategy within the Customer Development & Retention Contact Centres for the Suncorp Group and am responsible for analysing and articulating performance, productivity and effectiveness opportunities for all Group brands, products and services within the Contact Centre platformsI provide performance analysis and deliver key insights to inform the Program of Work across all brands and all products. I utilise reporting and analytical tools to provide… Show more I support the execution of the customer strategy within the Customer Development & Retention Contact Centres for the Suncorp Group and am responsible for analysing and articulating performance, productivity and effectiveness opportunities for all Group brands, products and services within the Contact Centre platformsI provide performance analysis and deliver key insights to inform the Program of Work across all brands and all products. I utilise reporting and analytical tools to provide insights into centre operations to deepen customer relationships and drive sustainable growth.Further, through effective stakeholder management, I track and analyse operational budgets and benefit realisation of initiatives designed to deepen customer relationships across all products, services and brands within our contact centres. Show less

530 Collins St Melbourne

Providing operational and strategic support to the GIO and AAMI Business Insurance Direct channels within the Suncorp Group. I provide on-site leadership to the Melbourne and Adelaide contact centres, aim to further stabilise the business and identify and deliver on optimisation opportunities.My role accountabilities included further development of the skill, capability and acumen of all staff within both sites, delivering two key Learning initiatives both ahead of schedule. Further I… Show more Providing operational and strategic support to the GIO and AAMI Business Insurance Direct channels within the Suncorp Group. I provide on-site leadership to the Melbourne and Adelaide contact centres, aim to further stabilise the business and identify and deliver on optimisation opportunities.My role accountabilities included further development of the skill, capability and acumen of all staff within both sites, delivering two key Learning initiatives both ahead of schedule. Further I identified, lead and delivered a number of business improvement initiatives to deliver greater revenue growth, strengthen retention, discover efficiency gains, solidify new and existing corporate relationships and greater manage stakeholders internally and externally.I have been able to deliver on all identified projects, have overseen a significant improvement in the capability and skill set of the business and believe the direct channel of Commercial Insurance is far better setup to achieve financial goals subsequently. Show less

530 Collins St Melbourne

I implement and operationalise local, BAU and integration initiatives and drive continuous improvement across Customer Development & Retention Centres with responsibility for the effective activation of the contact centre operating model and integration frameworks.I am responsible for engaging with key stakeholders to assist in operationalising and optimising business outcomes.

530 Collins St Melbourne

I led a Service team in GIO Commercial Insurance, supporting consultants to deliver a great customer experience to our new and existing customers, driving a team culture based on professionalism, efficiency and optimising sales opportunities.I immediately facilitated change by re-engaging staff members with the expectations of their role and saw to ensure that the business targets were being achieved, be it GWP numbers or operational efficiency.Through coaching and ongoing developmental… Show more I led a Service team in GIO Commercial Insurance, supporting consultants to deliver a great customer experience to our new and existing customers, driving a team culture based on professionalism, efficiency and optimising sales opportunities.I immediately facilitated change by re-engaging staff members with the expectations of their role and saw to ensure that the business targets were being achieved, be it GWP numbers or operational efficiency.Through coaching and ongoing developmental conversations I have quickly managed to increase the performance of the team, the sales results have increased but most crucially the efficiency of their work has improved significantly in such a short space of time.I have also been able to instil change in my own colleagues, challenging and supporting them through new and innovative thinking and solutions around the day to day operation of our centre right through to the impacts of the ongoing restructure of our business. Show less

Gisborne

- Managing a team of inbound sales and service consultants towards achieving optimum sales targets, seeking greater operational efficiency and in pursuit of delivering world's best customer service - Alongside management of consultants, assisting stakeholders such as internal sales performance teams in development of AAMI brand-wide initiatives to increase gross written premium yet also reduce business costs.

530 Collins St Melbourne

- Managing a team of sales and service consultants who are trained and expert in multiple Suncorp Group brands, a highly skilled team assisting the Group in its Legacy Simplification Program. Aside from this team core purpose I maintain and improve their role KPIs, also assisting in their personal and career development

530 Collins St Melbourne

- Coaching and statistical analysis for GIO Personal Insurance and the Suncorp Distribution Response Centre

530 Collins St Melbourne

- Managing a team of sales and service consultants who are trained and expert in multiple brands, a highly skilled team assisting the Group in its Legacy Simplification Program. Aside from this team core purpose I maintain and improve their role KPIs, also assisting in their personal and career development.

530 Collins St Melbourne

- Managing a team of sales and service consultants to achieve, maintain and improve their role KPIs, also assisting in their personal and career development.

447 Collins St Melbourne

- Coaching and technical support for consultants in Suncorp's Distribution Response Centre.

447 Collins St Melbourne

- Sales and service coaching for consultants in the Melbourne GIO Contact Centre

447 Collins St

- Taking calls from new and existing customers for GIO Personal Insurance

Bachelor Of Media Studies, Journalism

Education record