Natasha Ahern Email & Phone Number

Brisbane City, Qld, Au

Enterprise wide delivery of change management activities for the following:- Introduction and implementation of Genesys CX Cloud platform (Telephony system)- A new intranet (LumApps)- Introduction and rollout of mobile device management (MDM)- Rollout of Slack (Communication and collaboration tool)- Closing of old intranet and migration of relevant information to optimal platformChange delivery across five main onshore sites, one offshore site (Johannesburg) and multiple assessment centres in Victoria, New South Wales and Australian Capital Territory.

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Change Manager working on projects across Business Banking and Home Lending including the change management activities for the following:- 50+ policy changes across the Home Lending portfolio- Rollout of new policy centre in SharePoint across Business banking and Home Lending banking- Rollout of the SunLight campaign (home loans approved within 48 hours)

Brisbane, Queensland, Australia

Contact Centre Manager for onshore inbound calls with 13 direct reports and offshore messaging team with 1 direct report and 20+ indirect reports.

Brisbane, Queensland, Australia

Supported the transition of RSL Care from AX12 to Dynamics 365 in Accounts Receivable in a change capacity.

Brisbane, Queensland, Australia

Morayfield

Lead a team of 33 Accounts Receivable Finance Officers across, Community, HCP, Claims, Third Party and Residential Blue Care customers.

Brisbane, Australia

Sydney & Brisbane

Responsible for the establishment of the centralised EOD function at Milton Brisbane and leading 10 FTE reducing this to 4 FTE through process improvements and efficiencies.Made redundant.

Brisbane, Australia

After being made redundant from my Compliance position at GE Capital, I made the decision to stay at home with my 9 month old son for a period of 2 years to nurture him through the first few years of his life.

Brisbane, Australia

ROLE-SPECIFIC ACHIEVEMENTS- Successfully met the criteria for Associate accreditation with the Australian Compliance Institute (ACI). This was formerly ratified by the Accreditation and Education committee.- Project managed the revamping of the Debt Collection Guideline process within Operations Collections through stakeholder management, expertise in Compliance and Collections business.- Successfully managed the streamlining of compliant versus noncompliant defects that provide further clarity for bonus structure analysis. This ultimately affected the viability and extent of a Collections Officers bonus.TASKS & ROLE RESPONSIBILITIES- Reviewed and signed off on policy and procedure, project scoping material and training material across business areas such as Motor Solutions, Personal Loans, Customer Solutions, Customer Resolutions, Lending and Collections.- Point of contact for business units across operations providing key stakeholder engagement- Developed and implemented compliance audits across three non-predisposed business areas.

Brisbane, Australia

ROLE-SPECIFIC ACHIEVEMENTS- Was known as the face of complaint management for Operations across GE Money Australia.- Managed diverse complaint-resolution teams across multiple sites (Qld, NSW and Vic) and promoted a common culture, with a key focus on affecting continual improvement and harmonisation of the customer experience.- Identified and delivered on opportunities to improve the complaint management process through external benchmarking, stakeholder engagement and continuous measurement of the customer experience.- Led and motivated the CRT Team Leaders to ensure productivity and quality targets were met whilst providing outstanding level of service to internal and external stakeholders and customers.- Actively represented the Credit Card Operations business in customer advocacy and provided customer-focused input into the design of new products and processes.- Recruited and performance managed specialist staff for a focused and dynamic service group.

Brisbane, Australia

ROLE-SPECIFIC ACHIEVEMENTS- Managed the ten dialer operators through a redundancy period whereby the business identified a more automated process to be established at a different site. I effectively ran the team and ensured KPI’s were still met before the operation was moved to Melbourne.- Liaised with HR and Dialer Leader to ensure staff were supported through a difficult period.- Conducted team meetings to ensure that the dialer was running in line with collections strategy.- Performance managed staff.- Conducted monthly 1-on-1 meetings.

Foundations Of Change Management, Change Management

Practitioners Certificate, Change Management

Diploma Of Human Resources, Human Resources Management And Services