Lead strategic project and change portfolio in support of strategic plans and business priorities across Australia and New Zealand, including acting as advisory function to Executive Teams and broader business leadership teams. Lead the team of project managers across technology, regulatory and business projects. Establish an enterprise PMO across supporting benefit realisation, resource allocation and spend tracking. Developed and lead the Change and Business Readiness function to embed an enterprise wide change capability to support transformational and operational change activities. Lead the Operational Excellence function to identify, deliver and support improvements in effectiveness and efficiency, including leading establishment of mature and embedded robotics and automation capability.

Develop the Strategic plan for the General Insurance business over a 3 year time horizon and ensure the execution of the strategic plan through leveraging initiatives across the value chain. Support the Executive team to deliver strategic outcomes by generating functional agnostic solutions to complex problems and provide thought leadership and promote collaboration across business units & functions.. Ensure the effective operation of the CEO Office through the prioirtisation of tasks, the effective drafting and reviewing of briefing documents and papers and execute special/discrete projects on behalf of the CEO.

Develop the Operations Excellence General Insurance strategy in line with the APAC region. Support General Insurance to deliver operational efficiency excellence by identifying and prioritising initiatives for execution. Leading and supporting those initiatives to completion together with the relevant business area. Building the ZurichLean capability through training and certification of staff. Providing first line of defence Risk and Control assurance for the COO function and across GI including quarterly Board reporting.

Ensure the overall program delivers a 20% reduction in operational costs by the end of a 6 month period. Meet the deadlines of the project deliverables and manage the conflicting priorities of the program agenda and business deliverables. Coach and develop a team of 5 in change management and lean practices whilst building capability with the business area that is sustainable past the end of the program.

Direct and indirect reports of 30 – 35 staff servicing clients across mortgage, cash and business products. Ensure same day service is achieved and maintain an inbound and outbound Service Levels. Actively contribute to organisational projects to ensure initiatives are delivered with a client centric view, ensuring processes and procedures are efficient and scalable. Managing business risk real –time, as the first line of defence.

Maintain and develop processes that are efficient scalable and continue to met the profit and customer experience targets of the organisation. Deliver and embed a consistent understanding and method of process improvement across the organisation that is aligned to ING Group best practice. Anticipate future needs and provide a framework to meet business objectives and stakeholder needs. Develop solutions for all levels of management by providing process re-engineering solutions to address cost, quality or productivity challenges. Design and facilitate workshop sessions to staff and provide coaching/training as needed. Lead a team to facilitate end-to-end process review and provide recommendations on solutions and implementation support. Develop change management and project implementation strategies.

Daily management of the operational service proposition, foster a culture of improvement within the department leading to bottom-up driven efficiencies and cost savings and manage to an annual operational budget.