Remco Lamberts Email & Phone Number

Brisbane, Queensland, Australia

Within the Digital Sales space, I help understand business needs, document requirements and make the translation to the agile delivery of new applications/solutions for online and contact centre distribution in end-to-end teams.• Contributed to a successful re-build of the main online sales platform across multiple brands and partnerships. Agile delivery, working closely with both technology (E2E development teams) and wider stakeholder groups (Product, Compliance, Underwriting).• Identified gaps and opportunities to enhance customer experience, reduce risks and optimise the customer journey.• As the lead analyst for a complex contact centre digital transition programme, I documented high level business requirements and prepared the structure for the delivery approach (incl. epics and stories breakdown). • Analysed and documented specific sales sub-journeys and investigated generic functionality and features (such as scripting solutions) consulting Contact Centre SME’s, and being a sparring partner for the business, Product Owners and Project Manager.

Brisbane, Australia

Supporting key business improvement activities and projects within RACQ Bank and group-wide to help implement initiatives and solutions, identify process gaps and support change. Collaborate with business owners, subject-matter experts, Technology, and other stakeholders to understand business problems and identify opportunities for improvement. Lead, project-manage, or contribute to activities that support the development and implementation of innovative solutions. Advocate continuous improvement and human-centred design to build capability and enable growth.• Successful development and implementation of a new externally sourced platform for property valuations, significantly reducing valuation cost by utilising automated valuations• Contributed to process re-design and lending optimisation to reduce time to approval, and managed the changes in the origination software to support the process changes• Delivery of a document collection solution, achieving 100% user and 75%-member adoption ratio within 8 weeks. In addition, delivered fast-tracked implementation of digital signature capability within the platform in response to Covid-19 restrictions• Improved RACQ’s digital settlements capability by redesigning processes and implementation of system integration between the Bank and a new settlements partner• Acting as Lead Analyst for key regulatory projects (Product Design and Distribution Obligations, Consumer Data Rights/Open Banking and RG271)

Brisbane, Australia

Providing holistic, end-to-end, claims management for Income Protection and TPD. Liaising with members, their employers, rehabilitation coordinators, medical practitioners, specialists and allied health professionals. Stakeholder and case/claims management with the aim of rehabilitation and (graduated) return to work.

Brisbane, Australia

After residing overseas for 9 years we decided to call Australia (my spouse’s birth country) home again. I resigned from my role in the Netherlands and relocated back to Queensland permanently. To re-gain my RG146 compliance status I have completed the Advanced Diploma of Financial Planning with Mentor Education from November 2017 to March 2018.As bridging to permanent employment I worked casual hours for an Airport Parking company from March to July 2018.

Apeldoorn Area, Netherlands

Within the Achmea retirement & Wealth Accumulation Program I was responsible for expanding distribution channels and the development and delivery of new market propositions. Were previously direct (to consumer) distribution had primary focus, I initiated and founded the development of intermediary (broker) distribution of individual wealth, pension & annuity solutions and life insurance (wealth protection). Furthermore, I assisted in the agile development of new customer/broker online portals, and tailored advisory solutions, bridging the gap between execution only and full service advice. I contributed to a culture of continuous improvement, enhancing end-to-end processes and customer experience (CX) within internal & external business chains, working closely with all stakeholders. Resulting in a significant increase of business revenue, customer value, and an increased NPS (Net Promoter Score).

Apeldoorn Area, Netherlands

Tuesday, 10 August 202111:41 AMDivision Centraal Beheer Achmea (Distribution)Managing a team of specialist advisers (up to 30 FTE) in the field of income stream and wealth products (Annuities, Pensions, Superannuation). Operational (contact centre) management, coaching, meeting budgets (sales/financial). Contribute to continuous improvement in a customer centric way (internal and external business chains), applying Lean principles.I build and managed successful advice & customer service teams (up to 30 FTE) in the field of income stream and wealth products (Annuities, Pensions, Superannuation . Guiding the teams through various market, business and regulatory transformations, I created a culture of ownership, empowering individuals to self-improve in a safe environment. I successfully initiated and implemented change key initiatives within Sales & Services Operations, acting as business owner for an range of projects, covering operational regulatory and technology changes (including digital and online distribution).Early 2015 I helped position Centraal Beheer as an integral financial services provider and launch a new proposition for individual wealth & pension solutions (incl broker distribution), leading to a permanent business change role late 2015. Overall, I played a pivotal role in Achmea's Wealth/Annuity business growth for the Centraal Beheer brand. Realising market leadership (new business) in 2015/2016 in fixed term annuities, as well as boosting insured (lifetime) annuity sales.

Brisbane, Australia

Responsible for growing own client portfolio and integral Financial Planning advice to clients on; Wealth Accumulation & Investment (Superannuation/non-Superannuation), Debt Management, Asset Protection (personal risk; Life/TPD/Trauma insurance), Retirement and Estate Planning. Coaching (branch) staff in identifying leads and opportunities, assisting customers in achieving their lifestyle goals.

Brisbane, Australia

Advising members and prospects on home loan products, consumer credit insurance, general insurance and other relevant QTCU products and services. (Sunshine Coast Territory). Developing long-term member relationships with emphasis on sustainable growth of the lending portfolio. Maintaining and expanding network of school contacts and principals, and other business development activities to expand referral network. Initial credit assessment, preparing credit recommendations and proposals, Lenders Mortgage Insurance proposals and preparation of file documentation.

Brisbane, Australia

Start-up of outbound activities to initiate new business, as well as improved customer retention, regarding general insurance products (e.g. Motor Vehicle-, Home and Contents-, Boat Insurance).Actively approaching existing members to explore their needs, and match those with cross- and up sell opportunities. Managing online channel (e-business) insurance enquiries from members and prospects. Liaise with in-house underwriting team, initiate quality- and process improvements. Coaching and training of other outbound consultants.

Advising clients and prospects. Responsible for sales and portfolio growth in a designated territory. Specialised in home-loans, redundancy payments and other complex, tax-efficient solutions such as universal-life insurances, managed funds, superannuation, allocated pensions and annuities. Developing long-term client relationships, focussing on cross selling of other products to create a high value customer portfolio.

Advanced Diploma, Financial Planning And Services

Lean Practitioner Black Belt Course, Lean Management

Certificate In Marketing Excellence, Marketing/Marketing Management, General

Concept Development, Customer Experience (Agile Design, Design Thinking), Digital Marketing (Content Marketing/Marketing Automation)

Certificate Of Lean Competency - Lcs 1A, Business Administration And Management, General

Wft Vermogen - Act On Financial Supervision - Wealth & Retirement Planning, Financial Planning And Services

Dutch (advanced) diploma for the Financial Services Industry, regarding Financial Services legislation and supervision/governance.

Certificate Solvency Ii, Banking, Corporate, Finance, And Securities Law

Solvency II is an EU legislative programme expected to be implemented in all 28 Member States, including the UK, by 1 January 2016. It.

Prince2 Registered Practitioner, Project Management

PRINCE2 Foundation, completed june 2011, PRINCE2 Practitioner completed december 2011, re-registration (incl. examination) 2015 (valid.

Achmea Business Course (Icw Eureko Academy), Executive Business Management & Leadership Program

Leergang Achmea Leidinggeven ('De Nieuwe Manager'), Management, Leadership

Diploma Of Financial Services (Financial Planning), Financial Planning

RG146 accreditation (Australian Securities & Investment Commission) in the following knowledge areas: Generic Knowledge, Financial.

Advanced Diploma Of Business Management, Business

Dual degree (combined with Cert. IV in Project Management) Competencies; BSBINN601A Manage Organisational Change BSBMGT605B Provide.

Certificate Iv In Project Management, Project Management

Diploma (Various), Financial Planning And Services

Various Financial Services Diploma’s: General Insurance, Mortgage Lending, Financial Planning, Financial Planning for Business Owners (SME)

Hoger Algemeen Voortgezet Onderwijs, Higher General Secondary Education (Dutch Equivalent To Autralian Year 12)