Paul Bowden Email & Phone Number

Sydney, New South Wales, Australia

As the Head of Service at Lonsec, I am responsible for overseeing and driving the strategic direction of our service department, ensuring exceptional customer experiences and operational excellence.Key Responsibilities:Lead and manage a dynamic team of service professionals, providing mentorship, guidance, and fostering a culture of collaboration and continuous improvement.Develop and implement service strategies aligned with the company's goals, optimising processes to enhance efficiency and customer satisfaction.Collaborate cross-functionally with product, sales, and technology teams to deliver integrated solutions that meet client needs and exceed expectations.Define service standards and performance metrics, regularly assessing and reporting on service delivery effectiveness to senior management.Cultivate strong client relationships, serving as a point of escalation for complex service issues and maintaining a deep understanding of client requirements.Identify market trends and competitive insights to contribute to the refinement of service offerings and the development of new initiatives.Drive initiatives to enhance the customer journey, from onboarding to ongoing support, ensuring a seamless and positive experience.

Sydney, New South Wales, Australia

As Team Leader I am responsible for coaching and developing a number of contact centre representatives. Leading a team that optimises business efficiency, delivering on an exceptional service experience for all clients, advisers, employers and related entities. •Developing personalised coaching plans and targeting areas for development that are specific to each individual;•Conduct weekly reviews of customer satisfaction results and contacting clients and advisers to understand feedback. Working with other team leaders to ensure continuous improvement based on this feedback;•Regularly review performance on each individual through structured 1 on 1;s, formalised performance reviews and side by side call listening and coaching sessions;•Understanding individual performance I take action to mitigate performance issues through structured performance plans;•Managing client escalations to ensure a high level of client satisfaction and analysing client feedback to initiate improvements across the Contact Centre and Client Operations;•Daily and weekly reporting on key metrics relevant to my team and the contact centre;•Building key stakeholder relationships that improve the overall service experience to our clients, advisers and employers

Sydney, New South Wales, Australia

Education record

Dip, Financial Planning