Role Overview and Objectives:Reporting to the Director NCSL, the goal of the APS6 Reporting Manager (Short term Contract) was to complete an overall review of current reporting practices within the NCSL looking for opportunities to drive best practice reporting. Responsibilities:• Lead a small Team reviewing current processes and approaches to understand current Reporting practices at all levels.• Engage with various stakeholders / users, analysing data and completion of a SWOT Analysis (Strengths, Weaknesses, Opportunities and Threats) .• Develop and deliver an action plan to improve reporting with a focus on overall efficiency Achievement:• Business action plan delivered to NCSL Directors which will deliver efficiency through centralised data, enabled self-service, increased accuracy and lower Staffing costs.

Role Overview and Objectives:Reporting to the Operations Manager, Customer Advocacy, the Team Leader is responsible for leading and managing a team of Customer Advocacy staff to ensure the highest standards of service are maintained and cash collection performance is maximised.Accountabilities:• Leading a contact centre team with oversight and accountability for outcomes that contribute to the achievement of department objectives in accordance with Origin policies and procedures.• Delivering positive customer experiences, including managing escalated customer enquiries to resolution. • Effective recruitment and resourcing decisions at the team level.• Creating an environment that drives high performance and engagement delivered through effective coaching, administration and management of team and individual performance and behaviours. • Contribution to business improvement through close collaboration with colleagues and support partners and active participation in the implementation of change.

Role Overview and Objectives The Quality Assurance Manager is accountable for the coaching, mentoring, and development of staff who conduct quality assessments for Datacom with the overall objective that all assessors are aligned and calibrated to the relevant framework. The Quality Assurance Manager will play an integral role in communicating between operations and the client to ensure SLAs are being met and feedback being provided to both parties where relevant. This is a critical role in a business where the Quality Framework aligns to most contracted SLAs and the Quality Assurance Manager is required to influence management and staff to ensure informed decisions are made in the best interest of the business. Responsibilities:• Coaching, mentoring, and development of QA Team members / LEAD staff.• Determining and prioritising workload and responsibilities of the QA Team / LEAD staff• Conducting selection, recruitment and induction of staff.• Monitor the Centres adherence to the Quality framework to achieve Quality KPIs / outcomes.• Facilitate and report on calibrations with Datacom and Government clients.• Conduct assessment reviews and alignment checks on all assessors and provide feedback / observations.• Communicating Centre / Staff performance to Operations team on a monthly and adhoc basis.• Lead department meetings with stakeholders to address performance / trending and improvement opportunities.• Deliver process improvement initiatives with the aim of improving business outcomes.• Development and delivery of Training to stakeholders (all levels) as required. • Providing support for CSRs and leadership team to ensure compliance to Quality Framework.• Building effective working relationships with all stakeholders and promoting team work and a collaborative practice.

• Establishment, ongoing development and management of a coaching skills development plan for the Customer Relationship Centre (SA/ACT) that drives performance expectations through the aspirations of the BBA Customer Ownership Strategy.• Coach, mentor and develop for the success that our people will have through their provision of highly valued customer experiences (involves 55-60 Staff- Service / Sales Consultants + Leaders)• Build relationships with Staff that create mutual value and aspirations for success so as to position BBA as the Customer’s main financial institution.• Design, develop and implement robust training and assessment plans for individual staff and teams, to develop their skills and competencies and to enable and support the business strategy.• Maximise Quality Assurance (QA) Team output by prioritising actions and managing unexpected events, thereby ensuring efficiency. Work with the QA Team to ensure workload is completed within deadlines and SLAs.• Consistently facilitate /drive the QA Team in the ongoing analysis and interpretation of data to identify and raise awareness of the issues impacting the performance of the contact centres /business.• Together with the QA Team, Managers and Team Leaders, identify and analyse quality assurance gaps and any associated training and development needs to continuously improve the delivery of service to our customers.• Review, develop, publish and continuously improve training, development and assessment materials.• Ongoing development and management of Customer Experience, Quality and Compliance programmes (monitoring interactions received via voice, digital -email/social media + letter).• Implementing solutions and process improvements which positively impact both the Customer Experience, Team efficiency and mitigate business risk.

Responsibilities:•Plan and coordinate the day-to-day activities of the Investigation and Facilitations team to ensure meeting of case load and various team KPIs•Ensure team members are adhering to all company operational and HR policies, behaviours, procedures and instructions and take corrective action as required•Undertake bi-monthly 'Work in Progress' assessments with team members, provide timely feedback, identify training gaps and ensure development opportunities are progressed•Reviewed calls and assessed against customer experience / compliance criteria.•Determine opportunities for process improvement, drive quality as a key measure of success and ensure compliance by team members•Act as Business Operations Manager as required•Design, develop and implement robust training and assessment plans for individual Investigation Officers and teams, to develop their skills and competencies and to enable and support the business strategy•Actively engage stakeholders and peer groups to support creative, innovative and engaging training solutions•Develop, publish and continuously improve training and assessment materials•Complete induction training for all business groups.•Develop and deliver management reports on centre, team and individual performance as requiredAchievements:•Achieved an efficiency gain of between 25% - 35% in the TOS (Time on System) performance indicator, with all Team members meeting the target of 84% within a four month time frame.•Led the improvement of case closure statistics by an average of 15%•Designed, development and implemented an Individual Development Plan framework and documentation to be used at all staff levels•Created and implemented 3 level Competency Matrix to upskill and develop staff through the business (includes assessment tools, measures and documentation)•Designed and delivered a comprehensive leadership program for new-to-role and existing Team Leaders

• Ongoing analysis and interpretation of data to identify and raise awareness of issues impacting the performance of the contact centre /business.• Development, Implementation and Driving of Quality / Customer Experience programs.• Development, Implementation and Driving of Data Integrity / Compliance programs.• Monitoring and managing business improvement projects.• Monitor calls and review customer and member communications for quality and consistency and adherence to company policies and business processes. • Coaching and Mentoring of Staff to exceed performance targets. • Ensure that targets are achieved by monitoring performance, changing Staff behaviour. • Development and delivery of management reports on Individual and Centre performance as required. • Assist with managing change and coaching the team through changes. • Review workflows with an aim to increase efficiency, accuracy and the overall customer experience. • Together with the Ombudsman, Managers and Team Leaders, identify and analyse quality assurance gaps and any associated training and development needs to continuously improve the delivery of service to both our Customers and our scheme Members.• Development and delivery of Training programs.Key Achievements • Increased levels of Customer Experience via targeted Coaching surrounding soft skills (e.g. Listening and Questioning skills).• Increased levels of Data Integrity and professionalism via a targeted Compliance program. • Up-skilling of Staff through Quality Assurance and Training programs which have positively impacted overall Centre efficiency (Cost to serve / Service Levels). As an example the Team Average Handling Time has reduced by 12% over a 5 month period.

• Direct line management of 16 Business Insight / Compliance Specialists (Quality Assessors) who reviewed and analysed customer interactions (virtual Team located across 3 states, 4 locations.) • Business and call centre optimisation by identification, scoping and implementation of root cause issue elimination activities either by business transformation, process improvement or staff training. • Provide regular communication updates to senior management and other key stakeholders to influence and implement specific customer experience initiatives. • Actively contribute to enhancement of the experience of our customers through identification and communication of opportunities and risks. • Indirect management of 20 Quality Assurance agents located offshore who complete quality assessments. • Development of Monthly and Adhoc Insight Reports to articulate any problems / issues / trends identified and present solution recommendations).

• Direct line management of 12 Quality Accredited Assessors who reviewed and analysed customer interactions (virtual Team located across 3 states, 4 locations.) • Providing leadership and support to the Faults Management (FMTS) Technical group (located across 3 states) with regard to the VOC (Voice of Customer) and Compliance Quality programmes. • Working collaboratively with stakeholders at all levels be that Centre managers, Team Leaders or Agents to drive customer experience initiatives. • The roles key focus was to identify and manage service breaks that impact the customer experience be that behavioural or procedural.

• Providing leadership and support to a team of 15 Premium Mobile Customer Service agents. • Working collaboratively with internal stakeholders to drive customer experience initiatives. • Continual Change Management initiatives reviewed and instigated to meet and exceed the changing needs of our customer base / business. • Staff Recruitment / Development and delivery of Agent Training.• Development and delivery of Accredited Quality Listener Training. • Completion Of Quarterly Business Reviews. • Team Building / Motivation / Performance Management.• CSI (Customer Satisfaction) Specialist for Adelaide branch.

• Providing leadership and support to a team of Technicians, Customer Service and Administration Staff. • High volume environment with continual technology changes; • Staff Recruitment / Technical Training. • Staff Development. • Process Improvement / reviews. • Project Management.