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.• Foster two-way communication at all levels to ensure collaborative outcomes

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.• Identify and implement initiatives to improve the overall service framework, in support of ANZ’s Retail Segment strategy.• Act as a mentor to the wider Third Party team, leading by example and encourage behaviours essential to the delivery of benefits.• Provide direction and effective communication ensuring Broker team are informed and committed to achieve departmental and organisational objectives.• Foster two-way communication at all levels – within the team, internal stakeholders and externally – to ensure collaborative outcomes• Communicate & reinforce the programs & initiatives to the Third Leadership team, and to other key stakeholders

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 and exceptions.• 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