Leigh Provan Email & Phone Number

Australia

• Project plan, co-ordinate and implement nationally agreed initiatives to deliver on the targeted sales, service and relationship model.
• Identify and prioritise opportunities to further improve the customer experience through introduction of new features and services
• Collate and action input/feedback towards national initiative development and implementation.
• Identify opportunities in reporting, monitoring and action plans to improve overall quality
• Identify and implement initiatives to improve the overall service framework, in support of ANZ’s Retail and Commercial strategy.
• Provide direction and foster effectivecommunication across the Group to achieve organisational objectives.

Melbourne, Australia

• Project plan, co-ordinate and implement nationally agreed initiatives to deliver on the targeted Third Party Value Proposition including the service, relationship model.
• Identify and prioritise opportunities to further improve the customer experience through the Third Party channel.
• Act as key national SME for customer experience projects affecting the Broker channel, and proactively recommend opportunities to improve customer experience.
• Collate and action input/feedback towards national initiative development and implementation.
• Identify opportunities in reporting, monitoring and action plans to improve overall Third Party quality – application quality, conversion and arrears
• Ensure broker accreditation and management processes are robust and carefully manages risk.

Melbourne, Australia

• Identify and recommend changes to policy and processes to ensure delinquencies and losses are within the risk appetite of Australia Division – Retail
• Identify and recommend Policy and Process changes to optimise opportunities for Australia Division – Retail
• Manage relationships with Stakeholders, sponsors and other parties to ensure that requirements and expectations are met including Products, Distribution, Operations – Assessment, Collections, Servicing & Fulfilment
• Act as liaison/escalation point for key stakeholders including Products, Distribution, Operations – Assessment, Collections, Servicing and Fulfilment) and other Credit Risk functions with day-to-day Policy enquiries.
• Manage and monitor scorecard over-rides within the Mortgages portfolio.

Melbourne, Australia

• Proactively investigate, analyse and identify Fraud risks/historical losses in order to identify and address potential new and/or increased fraud risk exposures and recommended mitigation measures.
• Undertake Fraud Strategy reviews to ensure the ongoing efficiency and effectiveness of the fraud risk processes within Mortgages.
• Develop recommendations and implementation plans associated with the enhancement of fraud prevention and mitigation strategies by reviewing effectiveness of internally developed fraud prevention