Phillip Holley Email & Phone Number

Perth, Western Australia, Australia

accountable for the Residential and Customer Operations function who drives residential customer service delivery through strategic partnerships and provides a shared operational service for all customer segments.

Perth, Australia

Drove changes to embed a culture of collaboration, high performance, with ‘customer experience’ at the heart of all activities, to ensure a return on investment and increased profit and revenue. * Led the ‘Service Excellence’ transformation program, including embedding a new CRM (Salesforce), delivered on the university’s student experience and annual sales targets of >$500M per annum, and led customer engagement across multiple channels and locations.* Achieved record sales and customer experience results over the last 5 years and increased revenue by 11%. * Voted #1 Public University in Australia for Student Experience in 2022 and achieved record customer volumes (28,000+) in 2022.* Generated additional revenue of $6.6M with results achieved with zero additional funding.* Achieved international revenue targets throughout COVID-19 through the creation of the ECU Student Assistance Program. Versions of this program subsequently rolled out by all other Universities across Western Australia. * Increased staff engagement from 62% to 84% (YourVoice Survey 2023), and lowered staffing costs by $600K per annum. * Designed and rolled out the first ‘Remote Working’ pilot, reducing absences by 3% and increasing staff productivity by 5%.

Perth, Australia

With multiple channels and competing priorities, ensured a common goal linked to financial performance, operational effectiveness, and customer experience for the Bank. Led communications and utilised data and insights to optimise sales and service outputs and to provide optimal resource models. Prioritised resources and initiatives to lower risk and to ensure greater ROI. Managed multimillion-dollar- sales and operational budgets and KPI targets for 2,000+ staff nationally.* Established a model still in place today, that linked KPI’s with supportive sales and service suite of tools for national sales staff. * Created an effective framework for the management of multi-billion dollar targeting and associated $10+M bonus payments. Provided for the first time, a transparent fair reward process allowing staff to see the impact of achieving their KPIs would have on potential bonus payments, along with overall Bank performance. * Lifted performance and lowered inconsistencies in how leaders managed their teams through the delivery of a supportive framework that outlined actions, activities, coaching and review sessions, to enable 2,000+ staff to consistently meet KPI’s. * Delivered cost savings, increased productivity, and optimal utilisation of resources through an organisational restructure, using Lean Sigma principles. Achieved Greenbelt accreditation on the change project.

Perth, Wa

As part of internal talent placement, led teams delivering front-line customer service to over 1.5M customers per annum across multiple channels. Rolled out a 3-year strategic plan and invested in insights and analytics to improve efficiency, productivity, and processes.* Improved productivity through the utilisation of insights and analytics, delivering a market leading omni-channel approach to customer contact management. Introduced flexible working patterns, increased focus on digital chats and message options and national remote resources. * Increased staff engagement by 12% through the introduction of an internal People and Culture Committee, securing feedback from staff, a reward and recognition framework, Q&A sessions, and a competency-based recruitment framework. * Delivered a successful pilot, with staff submitting ideas for continuous improvement, linked to KPI’s. Lifted the customer experience through speed, ease, or effectiveness. * Rapidly improved acquisition and retention outputs with zero additional costs, through a more seamless customer engagement process, including the prioritisation of outbound calls, based on propensity and value, the introduction of instant call back, or appointment booking, and the use of retention specialists. Lifted revenue and growth. * Reduced staff costs by 7%, simultaneously increasing staff capacity through an organisational restructure, process improvements and staff development, including upskilling. Delivered savings equal to 10FTE.

Perth, Australia

Invited to lead a team as part of a talent placement for 8-months. Managed diverse teams including Processing, Work Force Planning, Store Compliance, Retail Operations, Productivity Improvement, Fleet and Onboarding.* Delivered significant improvements in leadership capability and staff development, through support tools, coaching, talent matrix, succession planning, development planning and a focus on professional development. * Improved senior cross team collaboration, leading to improved support across multiple parts of the business. Enhanced executive relationships across the entire portfolio. * Retail lead on several productivity operational effectiveness and risk-issue resolution projects, using a structured approach and effective engagement to ensure on-time and effective delivery. Improved profitability and delivered FTE savings.* Due to exceptional performance in portfolio recognised as a National Champion.

Perth, Australia

Leader of national strategic sales development teams, with accountability for delivering sales strategies and processes that can deliver increases in productivity, customer satisfaction and revenue. * Delivered a program of new personal Banking formats, that utilised technology to improve self-serve and customer engagement with the bank. * Rolled out the 1st Smart ATM’s and automated coin counting machines across Western Australia. Lowered Branch costs and achieved positive coverage by the media. * Closed non-essential Branches, lowering costs significantly, simultaneously ensuring customers could still complete their banking. Delivered the project with minimal resistance from the union, the media and communities involved.

Perth, Australia

As part of an internal talent placement managed c40 retail stores in Regional WA. Accountable for delivery across Sales, People, Risk and Customer Satisfaction.

Perth, Australia

On a flagship store project, achieved the 5-year profit target within just 12-months, (including $1B in lending) with the highest Customer Experience (CX) results recorded across the bank (90+ compared with benchmark of 85).

Halifax, United Kingdom

Strategic Leadership role with Sales KPI accountability. Cross Border management and development of Mortgage Sales and Processing teams (UK, Spain, Ireland), and delivering an improved model for sales and fulfilment.Developing and leveraging the relationship between Banco Halifax Hispania and HBOS UK Retail channel. Ownership of strategy to link BHH into retail channel.

Leeds, United Kingdom

Leeds, United Kingdom