Christopher Lieberman Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

To lead and manage the MLC Insurance Quotes Team for all customer requests and phone calls across insurance products and to be accountable for the day to day performance management of a service driven team.To motivate and take accountability for continuous development of the team to ensure that it is delivering a market leading service for customers. The Lead is a key operational contact for internal and external stakeholders and must build and maintain effective relationships that contribute to business success.• Proactively managing Grade of Service for incoming Adviser/Client calls for quotes under Various Product lines.• Management and escalation to resolution of complaints, issues and events.• Monitor workflows and updating relevant support systems to ensure timeliness of work for customers.• Recruiting, coaching, monitoring, supervision of direct reports to ensure they have the skills and knowledge to perform their role to be compliant with FSRA requirements and external legislation.• Lead, coach and develop direct reports by providing mentoring, guidance, counseling, skill development, undertaking performance management, identifying training and professional development needs and instilling a focus and culture of excellence in customer service.• Ensure the provision of an efficient, cost effective service in line with given objectives and customer expectations. This includes technical support, productivity and quality targets.• Ensure risks to the achievement of service standards are identified early; action plan for rectification is developed and communicated to all business stakeholders (internal and external).• Develop, refine and implement process and procedural enhancements within the team.

In this role I was accountable for managing events from Investigation through to resolution, in line with the Group Event Management Process on behalf of all performance units within NAB Wealth. I was also responsible for implementing process improvements to ensure risks had been mitigated. Key Responsibilities & Deliverables• Work with the business to analyse information in order to determine the root cause of an event• Identify, develop and execute treatment strategies for impacted customers• Identify, develop and execute treatment strategies to rectify the issue and prevent it from occurring again• Excellent influencing skills and the ability to manage and engage with large groups of stakeholders• Exceptional analytical abilities, problem solving skills and strong critical thinking • Excellent communication skills both written and verbal• Superior attention to detail

• Develop an in-depth knowledge of all MLC insurance product rules and pricing • Liaise with all business units to provide quotations for clients, advisers and internal staff in a timely matter• Calculates price quotations, discounts and loadings using multipliers and established product guidelines. • Action all quote related email requests received via the Adviser Service Centre drop box• Complete non manual / manual quotes for Customers and Advisers within service standards• Responsible for maintaining the quality and accuracy of the Insurance Technical Support Business Manuals and other Reference material as required• Assist in meeting Project/Work Request deadlines• Responsible for relationship management with both internal and external advisors• Maintain an issue register and provide regular reporting to the Insurance Technical Support team as a whole• Responsible for communicating procedures of MLC to advisors and communicate technical issues with internal departments, efficiently, effectively. • Servicing a broad scope of product related technical enquiries within demanding time frames• Communication of advisors needs to improve MLC service and product range

• Sources and uses relevant information effectively to identify problems and offer sustainable solutions• Understands the business and executes business plans to maximise performance• Engages and inspires others through clear and persuasive communication• Improved the efficiency and quality of existing processes and systems to create new opportunities• Provides direction and purpose, develops self and supports, challenges and inspires others to develop their capabilities through the use of one on one coaching sessions closing skilling gaps that may be prevalent • Brings people along with change and delivers excellent change outcomes• Monitors and manages risk to ensure sustainable business and customer outcomes• Maintains composure and focus under pressure and adapts to change• Performed difficult conversations with team members in regards to lateness, Compliance and AHT using banker trace report to justify and determine reasoning. • Coaching consultants, managing service recoveries, providing timely feedback to enhance the customer experience that minimise errors. • Producing statistics on team members, analysing reports and developing ideas to maximise efficiency across the call centre. • Developed key competencies a team leader should poses by attending the Emerging leader induction training seminar and the selecting for success workshop.• Exposure to the RTM process and developed key skills to maintain daily GOS levels

• Responsible for relationship management with both internal and external advisors• Responsible for communicating procedures of MLC to advisors and communicate technical issues with internal departments, efficiently, effectively. • Assess personal insurance by providing quotes, annual review notices and levels of cover at an advisors request. • Communication to advisors on MLC ranges of insurance products• Servicing a broad scope of technical enquiries within demanding time frames• One stop complaint handling service-first call resolution-(taking ownership of enquiry) and using initiative to follow up enquiries with relevant departments in order to get back to advisors in a timely manner. • Communication of advisors needs to improve MLC service and product range• Contribution to team goals; team competitions and team key performance indicators.• Key Performance Indicators (KPI) structured around taking ownership of enquiry, positive advisor feedback, true calls per hour, contributing to positive team morale, general team perception and contribution to team KPI’s.

• Relationship Management of high net worth individual clients.• Responsible for the setting of prices, price adjustment and accounts for major American Sports markets including NHL, NBA, MLB and WNBA as well as Euro Basketball• Responsible for conducting complex research and analysis of American Sports Markets including NHL, NBA, MLB and WNBA as well as Euro Basketball• Responsible for the creation of price adjustments in response to major market changes.• Management of live betting programs for a wide range of sports including; All Basketball leagues, MLB, Cricket, NRL and more. • Responsible for training new staff and responding to customer service enquiries. • Conducted research and analysis on relevant gaming legislation and regulations.

Advanced Diploma Of Program Management

Bachelor Of Commerce (B.Com.), Marketing