My role is to identify, create and deliver customer experience strategies to enhance customer relationships:- Develop a customer retention program with a focus on life cycle management.- Lead and develop the contact centre strategy- Lead and develop the Contract Processing and Key Accounts reporting teams

Responsible for defining the future customer service operating model and leading the internal and external facing contact centre capability. Key focus on the development and implementation of strategies that will transform the way Lotto takes care of its customers.

Accountability for the operational leadership of the sales, service and underwriting operation functions that support IAG’s five bank partners – ASB, BNZ, Co-Op, SBS, Westpac. Operations spread across regional sites and work from home. 9 Direct reports – 106 indirect reports – Circa $9m operating budget.Additional accountabilities:• Enhancing customer experiences and system performance to grow and retain customers.• Coaching and developing of the business unit leadership team… Show more Accountability for the operational leadership of the sales, service and underwriting operation functions that support IAG’s five bank partners – ASB, BNZ, Co-Op, SBS, Westpac. Operations spread across regional sites and work from home. 9 Direct reports – 106 indirect reports – Circa $9m operating budget.Additional accountabilities:• Enhancing customer experiences and system performance to grow and retain customers.• Coaching and developing of the business unit leadership team including owner of unit change leadership.• Collaboration with senior leadership teams of the banking partners and IAG shared service functions.• Ensuring financial, underwriting and risk compliance against internal and external requirements.• Key member of Bank Partners senior leadership team. Show less

Responsible for the operational performance of sales and service contact centre activities , and for leading , coaching and developing high performing teams.

Responsible for influencing, leading and inspiring customer experience improvement across key programmes of work within IAG.Critical role holding customer lens on high profile initiatives, ensuring that needs and desires of customers remain central, alongside growth and cost-out goals.

As the customer "champion", I was responsible for the delivery of outstanding customer experiences to all ALI policyholders via all touch-points, including - Inbound Contact Centre, Specialist Retention and Outbound Telesales teams.I also established a Broker Support team to assist brokers with insurance pipeline management and relationship support.

Develop a strategic approach to customer retention and lead the implementation of retention capability for the company.

Working with Kube Partners to develop business opportunities in New Zealand and Australia, with particular focus on Retention Strategy, Customer Experience Management and Intelligent Business Intelligence (Data analytics).

Responsible for establishing and implementing strategy & operational capability for improving customer retention across the business.Success included:- developed the Retention strategy- Implementing operational capability via specialist inbound and outbound retention teams.- Significantly improved Conservation rate from 20 % to 40% +.- Adviser/Broker opt in to customer contact programme.- Strong internal stakeholder engagement.

•Managed the process for timely capitalization of a $70,000,000 backlog in Capital in Progress (CIP) costs for more than 500 projects.•Implemented the transfer of the project accounting function from Australia into the Shared Service Centre (Finance) located in NZ

•Negotiated, drafted and managed interconnect agreements with other carriers.•Reduced international call wholesale costs by 40%, through negotiation with various service providers for international calling.Net savings $1,000,000 per annum.•Successfully developed internal interfaces and relationships with Network, IT and Marketing areas of the business.•Represented Vodafone on industry group (including 12 months as chairperson of the Number Portability Management Committee) that… Show more •Negotiated, drafted and managed interconnect agreements with other carriers.•Reduced international call wholesale costs by 40%, through negotiation with various service providers for international calling.Net savings $1,000,000 per annum.•Successfully developed internal interfaces and relationships with Network, IT and Marketing areas of the business.•Represented Vodafone on industry group (including 12 months as chairperson of the Number Portability Management Committee) that successfully implemented number portability (for Toll Free Numbers) into New Zealand Show less

•Business & strategy planning and budgeting for 5 peer Cost Centre Managers.•Audit issue resolution and management.•Y2K business and contingency planning.

Responsible for bill payment, direct debit , automatic payment transaction processing.

Turned a cost centre into a profit generating trading operation for the company.- Introduced small business FEC stream- Established a banknote trading centre.- Delivered in excess of $1.2m in profit during the period of the 1991 Gulf War decline in tourism and travel.

Established the foreign exchange and international payments department for the bank.