The purpose of this role is to apply my business expertise and change leadership skills to assess the business and partner impacts of changes delivered by IAGs current transformation program to our Partner business.Working with key business stakeholders, I am accountable for ensuring a seamless implementation experience and business acceptance of change for our colleagues, partners and customers. This also includes contributing to the establishment of related Operating Model processes and controls so the embedded change is supported effectively.Key accountabilities of this role include:Strategy•Support partner business strategy by providing expertise on current processes and envisioning an efficient future state•Incorporate changes in processes, decisions, and releases into engagement plans for communication and training•Collaborate with stakeholders to design engagement plans aligned with evolving business strategies and needs•Influence requirements to ensure solutions meet future organisational needs and clarify the rationale behind changesPeople•Use leadership skills to identify pain points and develop transition plans from legacy to future states•Work with business leaders to understand scope-affecting decisions and prioritize change deliveryOperational Performance•Contribute to implementation and embedment plans, defining success criteria and measures•Provide ongoing support through established routines, ensuring stakeholders understand changes and can give input•Assess change impacts before releases, securing endorsements from business leaders•Address potential impairments across functions by engaging relevant stakeholders•Lead collaboration to understand concerns and develop mitigation plans, enhancing stakeholder knowledge of changesRisk and Governance•Identify risks and issues, contributing to solution definitions•Communicate transition and future state requirements effectively

I am currently employed as a Product Owner working on a project for an International partner in a technology products and services division that creates market differentiation through deployment of resilient, innovative technology and contemporary methods at scale.Some of my key accountabilities in this role include:• Enabling teams to activate end to end digital experiences for customers, colleagues and partners• Supporting the planning and execution of the IAG Technology Division’s strategic priorities, contemporary operating model and business plan• Contributing to both Technology and Performance with insights, collaborative input and expertise• Developing and planning for future growth, enabling enterprise programs and managing products and services across the entire IAG estate• Prioritising my team’s backlog to maximise customer and business benefit through research (of analytics, customer feedback, industry trends, emerging technology etc…), validation of viability for opportunities/ideas (inclusive of financial viability) and generation of business cases to secure endorsements• Delivering product improvement• Managing product lifecycles through measuring delivered initiatives, providing visibility on performance and ensuring that the impact of assigned digital initiatives can be tracked and substantiated• Actively contributing to improving the capability of the wider product community through coaching, mentoring and upskilling sessions

The purpose of this role was to execute on our Customer & Growth Go To Market plan through the delivery of key sales initiatives and campaigns for the NRMA brand across the Nation.Key role accountabilities of this role included:• Contributing to the development and execution as well as directly managing integrated data led growth campaigns based on customers segments and value pools to deliver new incremental customer growth and increased retention rates• Developing campaign specific metrics, schedules, comms, collateral for each respective campaign including tracking of effectiveness utilising internal reporting and system audits• Working with reporting partners to create regular, timely reporting for all relevant stakeholder groups across each sales activity/campaign• Working within the guardrails of campaign development framework to deliver efficient and effective campaigns including collaboration with Risk Partners to oversee quality controls and ensure adherence to policies and procedures• Coordinating regular reporting on campaign performance and results to budget as well as PIRs for all respective sales activity completed• In collaboration with Marketing and a broad range of key stakeholders, develop experiments to test new proposition in new and unique ways

The purpose of this role was to ensure the delivery of tasks and activities that support and drive Sales Performance across our brands and with our Value Partners.This was done through enhancing sales performance, customer experience and value partner relationships. The key partners I worked with in this role were NRMA M&S, TAL, Covermore and Home Trades Hub Australia (HTHA).In this role I worked closely with numerous cross functional teams, focused on delivery of initiatives taken from insights and actionable plans.During my time in this role, we were in the process of onboarding Home Trades Hub Australia which gave me exposure to standing up a new partnership and all the challenges that come with it.Some of my key accountabilities in the role included:Strategy:• Working collaboratively across IAG to execute customer tactical experience solutions• Managing projects, initiatives and campaigns through closer engagement with internal and external stakeholdersCustomer:• Helping to ensure service solutions tailored to sales performance, segment CVP and partner experiences• Supporting development and delivery of initiatives that deliver enhanced customer experienceOperational Performance:• Helping the customer delivery teams to achieve sales performance objectives• Helping the customer delivery and digital teams to achieve CAS outcomes• Helping with orchestration of performance routines with Value Partners• Working with internal stakeholders to deliver initiativesGovernance & Risk:• Governance through adherence to Group policies• Assisting with resolving Value Partner complaints and ensuring they are managed to internal & external guidelines, frameworks & regulationsFinancial• Developing and of delivering initiatives that drive enhanced sales performance• Delivering initiatives in a cost-efficient manner• Constantly looking for ways to be more efficient

The purpose of this role was to drive New Business sales growth across all of IAG’s Distribution Partnering products and services by initiating and influencing sales plans with our partners Bendigo Bank and HBF.In this role I was accountable for the North Region of branches and later inherited accountability for the HBF call centre given my previous call centre experience.The level of stakeholder relationship management varied from Regional Managers/Senior Call Centre Managers all the way through to frontline and sales plans were implemented at each layer.Whilst in this role I also had to facilitate general HBF onboarding on numerous occasions whilst a new facilitator was being recruited.Due to a lack of reporting functionality, I also generated region-based sales reports on a weekly basis to ensure the needs of our partners were being met and we could track our plans at a region level effectively.Some of my key accountabilities in the role included:Customer:• Responsible for delivering agreed sales targets within designated partners• Driving sales growth to maximise potential across our partners’ distribution network with a clear focus on delivering sales and acquisition targetsOperational Performance:• Actively managing and pursuing agreed opportunities and single sales objectives• Providing assistance in analysis of partners’ business performance trends• Regularly updating account plan, sales objectives and planning activitiesGovernance & Risk:• Governance through adherence to Group policies• Ensuring adherence to partner agreement terms and conditions• Ensuring effective partner engagement and understanding of Risk and Governance related issuesPeople:• Building and continuously developing collaborative relationships with relevant partner stakeholders• Identifying partners’ staff learning needs, providing coaching support and working with partners’ staff to deliver best practice behaviours and maximise sales and regulatory outcomes

The purpose of this role was to coach and support a team of customer facing staff to achieve exceptional customer, growth & operational effectiveness outcomes via a range of Distribution channels.During my short time in this role, I was the given IAGs Emerging Leader Award for Q3 of FY18 following this up with my team being awarded Team of The Quarter for Q4 of FY18 based off their combined customer, growth and operational effectiveness outcomes.Some of my key accountabilities in the role included:Strategy:• Supporting embedment of business initiatives by providing the relevant skillingCustomer:• Monitoring team member customer interactions and providing timely feedback to drive continuous improvement• Repairing customer experiences by calling detractors and managing complaintsOperational Performance:• Ensuring team members execute tailored coaching plans that achieve Customer, Growth and Efficiency targets• Ensuring the team delivers their customer, growth and efficiency targets• Building and maintaining skill levels through a variety of methods including taking callsGovernance & Risk:• Reviewing and actioning quality assurance reporting in a timely manner• Ensuring customer interactions are compliant through auditing and taking corrective action where requiredPeople:• Facilitating group skilling sessions & providing 1 on 1 coaching to build role capability• Providing Senior Management with timely feedback and recommendations on team member behaviour and culture insights• Executing effective reward and recognition initiatives• Leading and engaging in a way that aligns to IAG’s culture survey (eNPS) goals

This role was a short-term secondment which came about after building relationships with the SGIC branch manager and staff in Adelaide through sharing of information in my previous role (SGIO Branch Manager).The purpose of this role was to build out and facilitate training for a new CRM software (Orbit) that would be used by one of IAGs agency partners (SGIC) in Adelaide. Given my existing relationships, I was selected to highlight training needs, fly over, deliver training and then follow up with an embedment plan inclusive of reporting to ensure that staff were using Orbit proficiently post my departure.In this role I was thrown a last-minute curveball when the agency hired a new staff member less than a week before I was due to fly over. I had to modify the training for this particular staff member to ensure they were also trained in the old CRM (SCV) as there was certain functionality that the staff member would be unable to use in Orbit at that stage.Despite the secondment only being short-term, I continued assisting with embedment even in my next role, NRMA/SGI Team Manager (Call Centre), to ensure staff were competent in using Orbit and to address any additional training needs as they arose.Some of my key accountabilities in this role included:• Highlighting needs pertaining to capacity development• Developing training material that could be easily understood by all staff• Perceiving which requirements were amenable to facilitation• Considering and being highly adaptable to change• Steering conversations about the learning material• Ensuring employees remained highly engaged throughout the training process• Developing an embedment plan inclusive of reporting

The purpose of this role was to be the face of SGIO in WA at the company’s last remaining branch in West Perth. This included delivering outstanding customer service and assisting with complex claims whilst developing and attaining sales goals and growing revenue.At the time I took on this role, there was quite a bit of change happening which made it a unique experience. The SGI brand had offshored a lot of their sales, service and claims calls departments to a partner in Durban. I had to work closely with our partner to ensure customer needs were being met in a timely manner.The branch location was also amidst a change and work was underway on construction at the new location. I was fortunate enough to be able to work with and provide feedback to the construction company around certain requirements amidst the build and then to organise and facilitate the official branch opening.I also worked closely with our partner franchise (SGIC) in Adelaide in sharing information around branch performance so that we could leverage of each other’s success.Some of my key accountabilities in this role included:• Assisting with insurance enquiries whilst delivering fantastic customer service• Working with international and interstate partners to achieve positive customer and business outcomes• Monitoring branch performance and adjusting branch activity based of these insights• Generating ideas for and executing new marketing campaigns• Creating and executing optimal retention strategies• Planning and executing branch events• Upselling and cross selling products and services• Balancing financials• Meeting compliance and exceeding targets

The purpose of this role was to be the first point of contact for new and existing NRMA/SGI customers and was focused around converting enquiries into sales and retention outcomes.This role saw me working in a high pressure, repetitive natured environment, whilst handling challenging customer conversations and navigating complex systems. The environment was also highly agile as the result of business changes/needs.During my time in this role, I received numerous awards such as:• Risks In Force (RIF) Award Q3 FY2017 – Awarded for achieving the highest balanced performance outcomes in sales for Q3 of FY2017• Risks In Force (RIF) Award Q4 FY2017 – Awarded for achieving the highest balanced performance outcomes in sales for Q4 of FY2017• CAS Award Q4 FY2017 – Awarded for achieving the highest balanced performance outcomes in customer service for Q4 of FY2017• CAS Award End Of Financial Year FY2017 – Awarded for achieving the highest balanced performance outcomes in customer service for FY2017• Outstanding Overall Performance FY2017 – Awarded for achieving the highest outcomes in both the sales and service categories for FY2017Some of my key accountabilities in this role included:• Being first point of contact for new and existing customers (phone-based role)• Assisting with insurance enquiries whilst delivering fantastic customer service• Upselling and cross selling products and services• Taking a high volume of calls in a fast-paced environment• Sharing knowledge and expertise on products and services• Meeting compliance and exceeding targets