Peter Guy Email & Phone Number

Sydney, NSW, AU

• As the National Operation’s Executive Manager, I am accountable for the Operational Run functions supporting the Retail, Home Lending & Contact Centre teams within Customer Engagement, leading operational teams to.
• Operational Performance - Data Platforms & Reporting Lead, delivering performance insights & analysis, Compass performance application ownership & operational continuous improvement Initiatives
• C & BB Command Centre - Pilot for Consumer & Small Business Bank in the 2021 Covid response, CMT/Business Continuity & SitMan accountability.
• Tech Channel Relationship Management – A dedicated team of technology SMEs acting as a conduit between CCE & Group Technology supporting Run, Change & Transformation. Accountable for Application ownership, Technology.
• National Operations – Support and Escalation - Operational Run, Reporting & Performance Lead. Network portfolios and partnerships including Tool of Trade (Fleet), Uniforms, AusPost, Salvo’s, HFM Appeals, Safe Custody &.

Sydney, Australia

• The Senior Manager National Site Operations is responsible for leading key operational support functions including:
• Operational Support Management – A team of site aligned managers responsible for delivering support to the site leaders & the shared service functions to ensure an effective and efficient site operation, supporting 1st.
• Quality & Compliance Assurance – On and offshore teams who are responsible for assessing our Banker’s adherence to process requirements, compliance obligations and the quality of our interactions between a customer and.
• Real Time Queue Management - Responsible for leading the real time queue management team in ensuring grade of service is met against the forecasted schedules and variation management of queue performance & routing.
• Technology & Telephony Channel Management - This team owns the ownership & accountability across Customer Care’s key technology stakeholders, application ownership, PIV, UAR, technology run, change & transformation to.
• Situational Management - supports both our internal and external Customer Care Centres nationally 24/7 with real time communication and incident management, acting as the conduit between Customer Care and Group.

Sydney, Australia

• Customers 1to1 ran a Contact Centre service team of up to 180 FTE and 30 Leaders on behalf of The Westpac Group to support their consumer’s products and services, spanning 8am – 8pm 7 days a week. The team utilised.
• Responsible for Managing the end to end relationship with Westpac’s Direct Alliance Stakeholders
• Scorecard Performance & Strategy
• Campaign Implementation and Management
• Ownership of the business unit’s profitability
• Development and mentoring of the leadership team

Sydney, Australia

• Key Responsibilities
• Responsible for the scoping, implementation, development and ongoing management of multiple contact centre campaigns.
• A primary focus on driving operational and strategic campaign direction with the aim to develop mutual success and margin.
• Ongoing measurement of operational, client and financial performance against campaign requirements to determine to the true success of the campaign.
• My client portfolio covered inbound and outbound channels including: sales, customer service, retention, DRTV, surveys, data validation and appointment setting. Clients Included
• Financial Services – ANZ (OnePath/ING), Chartis, Petsure & Cuna Mutual

Brighton, United Kingdom

• Key Responsibilities
• Sales/Support Operations Manager for the London Business Unit for a team of 45 inbound and outbound agents.
• To ensure optimum resource planning/utilization to meet campaign requirements, KPI’s or budgets
• Business unit strategising and forecasting
• Dialler Management Key Achievements
• 25% AHT reduction within 6 months on support.

Brighton, UK

• Key Responsibilities
• Coaching, mentoring, training and development of agents
• Maintain a constant presence on the floor in order to resolve issues and queries efficiently.
• Support, encourage and praise staff in their efforts for high levels of customer service & or sales achievement and ensure enhanced morale in the team

Sydney, Australia

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