Peter Cassar Email & Phone Number

Werribee Branch

Responsibilities included:Leading and developing a customer-focused, dynamic, motivated, and performance-driven team.Driving the increased revenue performance, growth, and profitability.Coaching and performance leadership, and analysing/improving, team financial performance.Implementing effective marketing and brand promotion activitiesAnalysing trends in order to optimise growth/profitabilityRisk management and mitigationCommunications managementManaging operational control and compliance

In The Cloud

As the Director of Service, it's all about turning helping organisations turn conversations into understandings. Its about "Listening Better"​, as a modernist vanguard my role is to provide organisations with the opportunity to take customer interactions and turn them into relationships.Basic questions like "How can I improve customer satisfaction score?"​ or "How can I improve first call resolution rate?"​ are only part of the puzzle. The other part of the "Customer Experience Puzzle"​ is tapping the richest trove of customer data you have being "Voice of the Customer"Un-lock the VOICE of your business and feed big data analytical solutions with that all important missing conversation. Every conversation is a human connection. Listen to what your customers and staff are actually saying, thinking and feeling. CONNECT with customers, ENHANCE your business and COMPLY.

Vic/Tas

Responsibilities: Reporting to the General Manager Personal Relationship Banking as part of a national team. Building and maintaining a team of 12 relationship managers and 1 assistant relationship managers across 3 sites to consistently provide excellent service to our 3800 high net worth customers.A net profit and loss statement was ran for each individual relationship manager and the team overall. This success was driven through a sustained focus on financial health checks, developing service strategies for relationship managers and the development of business for the Bank through strong leverage off the existing client base with maximum penetration across all product and service offerings at CBA. Clients came from a diverse background from 'sophisticated investors' through to mass retail clients who used multiple investment strategies to build wealth.• Ongoing training program for team members with strong relationships with Comsec (Stockbroking service) Senior Financial Planners, Insurance partners both Comminsure (General insurance) and Colonial (Personal insurance). Strong knowledge about business products for SME products to ensure correct advice provided to clients and appropriate products suggested to assist them meet banking goals.• External networking and relationship building in the local and wider community , generating contacts within the business community Attending local and wider Melbourne networking events with this program. • Building and maintaining relationships with Commercial Business partners engaging both groups in a joint effort to win both Commercial and Retail banking business to the CBA.• Coordinate and coach staff including the assessment and development of initiatives to improve staff effectiveness and performance • Strong recruiting strategy for ongoing growth of business and succession planning.

Education record

Education record

Education record