Nate Fosnaugh Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Oversee operations functions including: expense, staffing, change, branch communications, Health and Safety, facilities, risk and compliance management. ● Managed team of 5 leaders and 20 team members who oversee operational, support, risk and compliance function for Bank of Melbourne Retail ● Oversee quarterly Risk and Compliance reporting to Westpac group compliance including responses to ASIC and APRA information requests● Chairperson for Bank of Melbourne Health and Safety committee● Coordinate and attend working and steering groups for 40+ concurrent initiatives including roll-out of a structured conversation program, National Payments Program, new branch hardware, Sedgwick compliant scorecard changes, etc.● Assisted in the creation of new staff scorecards and reporting for all frontline personnel● Lead introduction of new Customer Service Management program and proactive calling program which lead to over 70,000 proactive calls being made in a single month● Assisted in the development and deployment of Bank of Melbourne’s strategic plan● Continuously analyse a range of KPI’s to ensure robust service and sales effectiveness while maintaining cost and risk controls

Melbourne, Australia

Regional Executive with End-to-End responsibility across the branch and retail lending business, including: People capability development, local area marketing design and deployment and customer experience. ● Currently leading the 7 flagship Melbourne CBD branches● Oversaw design and ongoing management of the Bank of Melbourne Virtual Branch in response to changing customer service and sales requirements● Responsible for piloting new branch initiatives for Bank of Melbourne and participate in a wide range of proof of concept initiatives for Westpac Group including: HR performance management framework, Workforce planning software and process, Customer loyalty, New Customer Relationship Management capability, “Ready to Retail” branch experience, Branch footprint 2025 and Physical to Digital Connect programs● Lead various in region programs to create a differentiated customer experience● Responsible for all elements of branch and sales compliance including personal, general and no advice sales requirements● Continuously analyse a range of KPI’s to ensure robust service and sales effectivenessNotable achievements:● Assisted in the development of new end-to-end customer relationship management program and technology, which included the development of a new service segmentation model based on customer needs and financial life stages● Successfully launched two new branches in 2017

Melbourne, Australia

Regional Executive across 19 branch and retail lending locationsResponsibilities: People capability development, local area marketing design and deployment and customer experience. Additionally responsible for development of industry best practice capability and business operating systems.> Assisted in all aspects of relaunch of Bank of Melbourne brand within Victoria including: System integration, brand launch, highly selective workforce recruitment, branch design and marketing> Currently leading team of 22 direct reports and 146 staff> Lead program to create a differentiated customer and staff operating model> Continuously analyse a range of data points and execute programs to refine and enhance Customer, Staff and Shareholder experience and outcomesNotable achievements> Gallup People leadership score of 93 against world best practice benchmark of 85> Delivered 5x system balance growth within 12 months of launch> Successful launch of 9 new branches> Attracted 23000+ new customers in 24 months> Improved Sales productivity by over 200%

Sydney, Australia

Leadership team member for a broadly scoped $32m retail banking investment program> In conjunction with Bain Consulting researched and developed strategic roadmap of initiatives and project streams> Assisted in development of program business case> Developed and presented board level steering committee presentations> Lead Product and Bundling stream> Co-Lead program to redesign frontline Sales and Service strategy, capability development program> Developed and oversaw roll-out of innovative Branch Optimisation programNotable achievements> Oversaw re-induction of over 2,800 frontline staff> Through Branch Optimisation program- Reduced Operating expenses by over $50m in first year- Reduced branch queue time by 48%- Improved average sales consultant productivity by 64%> Improved Products per Customer by 15%> Created “Franchise” operating manual

Parramatta, Australia

Manager in charge of St George’s flagship home lending originations unit. Responsible for a direct budget of $12.5m and oversee the annual origination of $11.7b in new home lending, originated from NSW/QLD brokers, Customer Contact Centres, Internet, and Mortgage Connect Franchisees> Day-to-day management of 11 direct reports and 166 loans staff in Parramatta> Manage broad range of stakeholders including: Mortgage Brokers, Business Development Managers, product management, call centre support, project groups and peers> Responsible for national offshore operations including:> Oversight of Quality and SLA achievement> Management of technology issues and devise mitigates to overcome> Provide coaching to drive process improvements and assist with change management> Identify and perform due diligence on additional off shoring opportunitiesNotable achievements> Scoped and implemented improvements around People, Process and Quality including:> Oversaw consolidation and transformation of four sub-scale originations sites into the current Parramatta operation> Implementation of virtual workflow system> Development and implementation an internal Quality monitoring program> Aggressive management of low performing staff which has driven a 180% improvement in overall productivity> Further process refinements to improve process efficiency and cycle time that have reduced loan approval times from 14 to 9 days> Oversaw reengineering of process flow to provide greater flexibility and lower per unit cost> Championed Green Belt Six Sigma project which delivered $850k in conversion benefit

Sydney, Australia

Internal Business improvement consultant working within operations to drive systemic change in both process and culture. Developed a deep understanding of Collections, “Day 2” Servicing operations, Personal loans, Credit Card and Hone Loan origination processes Customer/Strategy > Designed and implemented LeanSigma process improvement program> Participated in executive sponsored “Blue Ocean” deposit product development program which resulted in Cannex Innovation award winning “Sense” account> Subject matter expert for the design of Collections, Personal Loans and Home Lending processes for the off-shoring program across Operations and participated in the end-to-end off-shoring program> Oversaw project to redesign Home Lending originations process, which reduced Lodgement to Formal approval Cycle time by 30%Process and Quality> Developed training collateral for Green Belt, Kaizen and quality fundamentals training> Oversaw realignment of Collections offshore operations which included> Developed reporting infrastructure to measure and analysis branch queue data > Implemented workforce planning in originations areasPeople> Mentored Green Belt candidates through to certification> Held quality fundamentals training with frontline staff to instil quality and process improvement concepts

Sydney, Australia

Business improvement consultant working for a boutique Sydney based consultancy specialising in Theory of Constraint and business transformation.> Overseeing and deliver all aspects of business consulting engagements with a number Australia’s leading business including Cadbury Schweppes, Smorgon Steel, HPM Electronics, BHP Billiton, ANZ Bank and Gluck Forwarding> Oversaw cross functional work teams to implement complex solutions that on average deliver in excess of 200% of our professional fees within 12 months> Interfaced with all levels of organisations including; Private Equity, CEO, CFO, operations management and operations clerks> Compiled and presented executive level reports and analysis> Developed a new project methodology and supporting collateral to implement TOCCA’s business solutions> Assisted in the all aspects of day-to-day operations of a small business including finance, marketing, HR and operational issues> Developed specialties within TOC Drum-Buffer-Rope, Critical Chain Project Management, TOC Replenishment Solution and Think Process tools

Bachelor Of Science (Bs), Organizational Leadership

Overseas Exchange, Organizational Leadership