Max Dempster Email & Phone Number

Docklands, Victoria, Australia

Responsibilities:• Coach, mentor, and develop direct reports, to exceed performance standards, whilst managing their wellbeing in a HR contact centre environment• Resolve escalated risk management activities within Colleague Services, including (but not limited to) performance and conduct management• Develop and implement new processes and procedures within Colleague Services• Analyse previous performance data to complete Colleague Services’ daily and weekly workforce planning• Provide escalation insights, Quality Assurance (QA) themes and Service Level Agreement (SLA) adherence to the Colleague Services leadership team• Negotiate resource allocation with other leaders in Colleague Services, with a focus on prioritising SLA’s

Responsibilities:• Coach, mentor, and develop direct reports, to exceed performance standards, whilst managing their wellbeing in a HR contact centre environment• Resolve escalated risk management activities within Colleague Services, including (but not limited to) performance and conduct management• Develop and implement new processes and procedures within Colleague Services• Analyse previous performance data to complete Colleague Services’ daily and weekly workforce planning• Provide escalation insights, Quality Assurance (QA) themes and Service Level Agreement (SLA) adherence to the Colleague Services leadership team• Negotiate resource allocation with other leaders in Colleague Services, with a focus on prioritising SLA’s

Docklands, Victoria, Australia

Responsibilities:• Consult, coach, and influence NAB’s people leaders and HR Business Partners on Enterprise Agreement (EA) or employment contract interpretation• Deliver cyclical annual performance review advice to NAB’s people leaders• Problem-solve difficult payroll, HR administrative and Employee Relations (ER) related matters• Resourcefully promote the benefits of NAB’s self-service Human Resource Information Systems (HRISs)• Thoroughly review and resolve queries received in the ‘Colleague Connect Escalations’ queue and collaborate with HR specialists (e.g. ER, Payroll etc.), where required

Docklands, Vic

Responsibilities:• Consult and coach current and former colleagues on how to interpret the EA, HR policies and/or employment contracts• Problem-solve difficult payroll and HR administrative related matters• Resourcefully promote the benefits of NAB’s self-service HRISs

Melbourne, Australia

Responsibilities included:• Ensure all barbers’ appointments were commenced and completed on time• Resolve client complaints by offering discounts and/or other shop services to clients• Resourcefully allocate time in between washing clients’ hair to ensure shop maintains its clean stateAchievements included:• Gained recognition as the ‘senior apprentice’ within first four months of apprenticeship, which gave me the responsibility of coaching and mentoring new apprentices• Obtained exceptional feedback for quality and attention to detail of haircuts at the apprentice academy, which allowed me to negotiate with management to ‘fast-track’ apprenticeship and obtain barber qualification faster

Docklands, Victoria, Australia

Responsibilities included:As per role – Colleague Connect Associate

Docklands, Victoria, Australia

Responsibilities included:As per role – Colleague Connect Advisor

Docklands, Victoria, Australia

Responsibilities included:• Problem-solve customer and financial advisor queries regarding the ‘MLC Wrap & Navigator’ superannuation and investment product and follow up on complex queries within agreed Service Level Agreement (SLA)• Influence a positive customer experiences with to the company by building rapport with customers and financial advisors during calls