Leon Lo Email & Phone Number

Melbourne, Victoria, Australia

In my role as Business Assurance Manager, I was accountable for providing oversight and governance of the risks associated in the Complaints division of ANZ through the management of operational risk events. This position involves collaborating closely with operational teams to ensure compliance with regulatory requirements, company policies, and industry standards. Duties include identifying risks, implementing effective controls, and monitoring performance metrics to mitigate operational risks and enhance efficiency. The Business Assurance Manager (First Line) plays a crucial role in promoting a culture of accountability, continuous improvement, and adherence to best practices across all operational functions.

Melbourne, Victoria, Australia

In October 2022, ANZ’s Complaints Division saw a significant change to its operating model, which was driven by changes to ANZ’s regulatory obligations for managing complaints (see RG165 to RG271). My position as Complaints Capability Coach required me to develop training material, coach for performance and uplift the capability of complaints case managers as part of ANZ’s transition. This opportunity enabled me to influence the change in ANZ’s operating model, as well as working closely with complaints staff through regular coaching conversations, development of coaching plans and creating procedural and quality enhancement guides.

Melbourne, Victoria, Australia

My position as Customer Liaison Manager required me make key credit decisions for ANZ customers and as a Subject-Matter-Expert (SME) for Collections, Financial Difficulty and Responsible Lending complaints. This role involved working closely with Complaints Case Managers through case discussions, attendance of AFCA conciliations, maintaining stakeholder relationships with AFCA and other business counterparts at ANZ; including Credit Risk, Collections and Hardship Operations, Business Governance and Credit Control stakeholders.

Melbourne, Victoria, Australia

As an EDR Complaints Case Manager, I was responsible for managing external complaints received by the Ombudsman (AFCA). This role involved case managing and investigating complaints through customer interactions and working closely with internal teams as well as AFCA representatives to resolve complaints. I was accountable for maintaining accurate records, managing relationships and ensuring compliance obligations were met through the management of customer complaints.

Melbourne, Victoria, Australia

During my time as Team Leader, I led a team of hardship officers (~15) in ANZ’s contact centre. Our team was responsible for customer interactions through managing and assessing financial hardship applications. This was a very rewarding role as my team was able to make a difference in the community by assisting customers going through lifestyle changes, which resulted in their inability to meet their credit obligations with ANZ. I was accountable for the overall and individual performance of our team, as well as meeting our Service Level Agreements (SLA). The team that I managed comprised of both inbound and outbound functions, so there was a focus on ensuring appropriate intra-day management and resource/capacity planning.

Melbourne, Victoria, Australia

I played a key role as Senior Officer in supporting the Team Leader through allocation of work, intra-day reporting, side-by-side coaching and individual development of hardship officers, as well as managing the daily operations for this team and assisting with call volumes during peak times.

Melbourne, Victoria, Australia

During my time as Customer Connect Officer, I played a key customer-facing role in the handling of inbound and outbound phone calls for customers experiencing financial difficulty.

Melbourne, Victoria, Australia

This position involves making outbound phone calls to ANZ customers who have fallen behind on their existing contractual obligations and negotiating payment arrangements to bring their accounts back in order