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

• 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

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