Peter D. Email & Phone Number

Adelaide, South Australia, Australia

I currently operate in the business support team which its prime function is the seamless delivery of back-office functions. My role is to meet our members needs by leading a team both strategically and operationally to deliver these outcomes. Key competencies of the role require strong communication, risk management, member centricity and problem solving. My key achievements:- Implementation of CRM systems to ensure viability to end users.- Identified change opportunities, developed, and delivered effective solutions. Offset process was reduced from a 60 day turn around to same day processing.

Adelaide, South Australia, Australia

Owned by the South Australian Government my role was leading a team in the customer care centre and creating an environment where people can prosper and grow.Key achievements:- Implementation of CRM systems to ensure viability to end users- New scorecard creation to adapt to new technologies resulting in uplift of productivity and customer satisfaction- Key stakeholder through incident management on major events - Identification of new ways of working through digitalisation enhancements reducing cost to serve.-Managing daily operations achieving contact centre service levels-Development of omni-channel to assist customers through tele, post and online enquiries.

Lockleys

The broker processing unit is a part of Group Operations, Property & Procurement who sit at the heart of the Westpac Group. My responsibility in this role is to lead a team who supports our third party distribution and broker groups nationally to provide a superior home ownership experience.As the night manager I am required to have a strong awareness of our distribution commitments to allow me to drive the right result and report up to senior management on our deliverables. I was relied upon as centre support and the contact point for all stakeholders during the night hours. I was also appointed into this role to focus on staff engagement through creating a great working environment.Key achievements:• Delivered Staff Engagement score of 92%, an increase of 44% from previous year and 15% above global performance• Delivered Performance Enablement score of 88%, an increase of 52% from previous year and 10% above global performance• Update reporting to streamline results which also removed duplicated effort and improved quality• Building a operating rhythm to strengthen our relationship with our distribution team• Performed within the top three in behaviours and rigours which ensured a true picture of our supply and demand. • Support with key initiatives to support the evolution of the business due to digitalization

Bt Financial Group - Bedford Park

Corporation Super is a part of our Super and Insurance Service Centre with its key focuses delivering customer service, estates and claims management, account management and process improvement. My responsibilities consisted of driving a team to agreed service levels; encourage continuous improvement through technological advancements and empowering staff to manage their career development. A key deliverable in the role was also to manage a strong relationship for third party providers, both nationally and internationally.My key achievements:• Manage external contracts to ensure quality and contractual agreements are met• Instilled business disciplines to ensure customer centricity• Oversee the forecast and allocation of work by monitoring volumes against FTE.• Managing compliance in a industry heavily regulated combined with strict legislated requirements • Process map changes for future change

Westpac - Bedford Park & Banksa - Adelaide

Spending over 10 years in the financial and banking industry, I am experienced from people management to business operations. Working at one of the world leading banks I deliver across staff engagement and strict compliance regulations. I’ve tailored my skills building a broad range of business acumen from recruitment, people management, change management, technological advancements, building internal/external relationships including international and delivering a service resolution to our customers. My key achievements:• Execute strategies within the team that ensures we delight our customers at every touch point and enable us to earn all their business lifting sales.• Driven initiatives within the business contributing improvement to the Net Promoter Score.• Built industry knowledge on CRM platforms• Lead and develop plans to deliver on company strategies• Manage teams to meet financial plans• Manage self and team through high period of change.• Manage process changes in business to support digital changes.