Ronny Flendt Fcxp (Cx-1) Email & Phone Number

Perth, Western Australia, Australia

As Program Manager I lead the E2E delivery of key large scale strategic transformation programs.Delivered the E2E Smart Connect Solar Project.The technology uses a distributed energy resource management system that enables the coordination of high levels of solar energy on the network, allowing unrestricted State Wide access to rooftop solar while maintaining network safety and stability.This eliminates solar installation capacity constraints and enables more customers throughout regional WA to access rooftop solar.The DER solution employs advanced forecasting and energy management techniques to predict and regulate the flow of solar energy onto the network, ensuring a stable and reliable electricity supply.

Perth, Australia

As the head of Customer Service I was responsible for the organisations Customer Service accountabilities and directly led (Opex Budget >$15m and +120 FTE) Customer Service Centre, Digital Channels, Case Management, Credit & Collections, Hardship and Capability functions within the organisation.A key part of the role is Strategy development and execution of a Centre of Excellence for Customer Service, and to lead and influence a customer focused culture across the organisation. This includes leading the Retail Strategic Totex Investment plan (Capex Budget >$50m) delivering key customer technology programs and innovation as core enablers to realising the strategy.Key Experiences* Credit & Collections Management* Billing Management* Contact Centre Opérations* Customer Communication Strategy and Management* IT & Customer Systems Management* E2E Customer Frameworks* Incident Management and Business Continuity Planning* Hardship and Financial Inclusion Management* Remote & Aboriginal Communities* Omni Channel Strategy* Operating Model Design* People Capability* Digital Channel Strategy and Activation* CRM Program Director* Design Thinking* Customer Experience Design * Customer Strategy* Lean Six Sigma* Cultural and Transformational Change Management* Influencing Organisation Wide Change* Agile* Design Thinking* Activity Based Working

Perth, Australia

As the Head of Customer Billing Operations I was responsible for the organisations Billing and Revenue accountabilities and directly lead (>$2b Revenue Collections, >$50m Opex and +120 FTE) Billing, Customer Systems, Assurance, Customer Programs and Business Services functions within the organisation.A key part of the role includes developing and maintaining strong relationships with our regulator the Economic Regulation Authority (ERA) key stakeholders (Landgate, Office of State Revenue) service providers (Australia Post and Fuji) and partners (DXC, IBM, Kinetic, Temetra) on behalf of the corporation and group.Key Experience* Property & Procurement* Contracts Management* Customer Systems* Billing Operations* Revenue collection* Payments* Aboriginal Communities* Risk & Assurance* Regulatory Obligations* Business Improvement

Western Australia, Australia

As a member of the Board, role and responsibilities include the oversight of the Energy and Water Ombudsman Scheme and maintenance of the independence of the Energy and Water Ombudsman.The Board’s role is to determine the strategic direction of the Scheme and develop, implement and monitor the strategies required to achieve the objectives of the Scheme. The Board is responsible for the formal administration of the Company, and exercises final authority in relation to the financial affairs of the company.

Perth, Australia

A Lean Six Sigma specialist leading transformational LSS change programs and embedding a productivity framework and culture across bankwest. A key part of the role is to lead and manage cross-divisional transformational change programs through the deployment of Lean Six Sigma business improvement methodologies and toolsets and building LSS Green Belt capability across the organisation. This includes assisting business units with business plans and performance metrics and providing guidance to frontline staff on performance and root cause analysis.Key Experiences;* Lean Six Sigma* Cultural and Transformational Change Management* Performance Management Systems and Frameworks* Influencing change within and across business units* Data Analysis, reporting and presentation* Project management and resource management* Training and Facilitation* Agile

National

I led a team of specialists responsible for identifying strategic opportunities for growth in a cost constrained environment, accountable for the end-to-end customer experience, sales development strategies, product development, marketing campaigns, customer retention, customer insights, digital and embedding a culture of productivity across the Retail Bank.A key part of the role is influencing change within and across the division to achieve the best possible business and customer outcomes, including identifying and delivering business improvement initiatives across the retail division to improve sales and service effectiveness, productivity, revenue and reduce cost of operations. Key Experiences;* Cultural and Transformational Change Management* Strategic Business Plans* Channel Integration* Operating Model Design* Performance Management Systems and Frameworks* Management Information* Training & Development* Product Development* Marketing* Sales Development* Customer Experience Strategy* Physical Distribution Strategy* People Capability

Perth, Australia

I was responsible for leading the support teams for the WA Branch Network (Budget >$100m, >$2b Revenue +88 Branches and +500 FTE) in Operations, Sales & Service excellence and the successful implementation of a Branch transformation program. A key deliverable of the role included providing a renewed focus on driving a productive and efficient branch network focusing on optimising the workforce through workforce management, capability build and simplifying processes for our people, enabling frontline colleagues to deliver quicker, more efficient and consistent service. Optimising the amount of time spent on activities that add the greatest value to our customers.Key Experiences;* Physical Distribution Strategy* Sales Development* Customer Experience Strategy* Workforce Optimisation* People Capability* Recruitment and Retention Strategy* P&L* Risk Management

National

I was responsible for leading and supporting the retail store channel (Budget >$100m, >$2b in Revenue, +150 Stores and +1000 FTE) through people, sales, service and risk management driving timely changes to improve business operations, sales performance and behavioural change. Accountable for the targeted sales and productivity growth within the channel.A key deliverable of the role included shaping bank wide strategy and sponsoring key change initiatives across the Store channel. This included the design and delivery of the Physical Distribution Strategy including operating model, people capability, recruitment & retention, rewards and recognition, physical design, technology and distribution.Key Experiences;* Multi-Site National Sales Management* Physical Distribution Strategy* Cultural and Transformational Change Management* Operating Model Design* Sales Development* Customer Experience Strategy* Reward & Recognition* People Capability* Recruitment and Retention* P&L* Risk Management

Perth, Australia

I was Responsible for leading and supporting the channel made up of a +100 FTE contact centre and +100 mobile bankers through people, sales, service and risk management. Accountable for the targeted sales and productivity growth within the channel.A key deliverable of the role was to lead the National Mobile Banking strategy including the design and implementation of the strategy focused on achieving the customer value proposition, brand, targeted geographic deployment, recruitment and retention, rewards and recognition, training & development and marketing and product campaigns to achieve aggressive market share growth.Key Experiences;* Contact Centre Management* Sales Management* Sales Development* Risk Management* Lead Generation* Cultural and Transformational change* Operating Model Design* Reward & Recognition* Recruitment & Retention* People Capability* P&L

Perth, Australia

I was responsible for leading and supporting the channel made up of +80 Stores and +500 FTE through people, sales, service and risk management and driving timely changes to improve business operations, sales performance and behavioural change.A key deliverable of the role included improving sales efficiency and effectiveness and leading a team of Area Sales Coaches to embed change and deliver Sales best practice.Key Experiences;* Multi Site Sales Management* Sales Development* Physical Distribution* Lead Generation* Management Information* Performance Management Systems* Risk Management

Perth, Australia

I was responsible, through leadership for the management of sales & service best practices for the Branch Network and Contact Centres across Australia in achieving their sales and customer service objectives and outcomes. Working closely with Channel and State Managers as well as the Head of Retail Sales to drive sales performance across all channels.Engagement of key stakeholders including Product, Marketing, IT, Services, Training, Management Information and Change teams to deliver mutual solutions to achieve the overall Bankwest objectives. A key deliverable of the role was the development and launch of a Sales, Service and Risk Framework, including development of the performance management systems and MI reporting which drove significant cultural change across the Retail Bank.Key Experience* Customer Experience Strategy* Sales Development* Sales Best Practice* Physical Distribution Strategy* Operating Model Design* Reward & Recognition* Product Development* Marketing Campaigns* Management Information

Victoria, Australia

Directly responsible for leading 15 Dick Smith Electronic Retail Stores including $100s m in annual sales and 100+ staff.A key deliverable was to achieve revenue growth through effective management of sales, margins, costs and losses. I was the top performing Area Manager nationally for two years achieving +100% revenue growth.Key Experiences;* Sales Management* Loss Prevention* P&L* Physical Distribution* Visual Merchandising* Recruitment and Retention* Inventory Management

Perth, Australia

Directly responsible for 4 Franchise restaurants with $5 to 10m in turnover and 80+ staff.Key Experiences;* Small Business Operations* Franchise logistics* Customer Service* Financial Management

Perth, Australia

Crew Commander in A SQN 10th Light Horse regiment responsible for an M113A1 Armoured Personnel Carrier.Key Experiences* Weapon Systems* Communication Systems* Mounted and Dismounted Manoeuvre* Field Craft

Company Director

The Company Directors Course is a comprehensive grounding in the roles and duties of board directors. The course focuses on effective.

Lean Six Sigma, Black Belt

Studied and lead transformational process excellence projects across the bank using the Lean Six Sigma methodology and disciplines which.

Bachelor Of Education - Bed, Mathematics

Secondary