Human Resources (HR) generalist responsible for a team that provides professional services to the company across all HR disciplines including industrial relations, recruitment, retention, training and development, and workplace health and safety. As the trusted HR advisor to the business owners my role was to lead the HR agenda for the company to support the people function and growth of the end to end value chain, from senior management decision making to front line sales delivery. Specifically, this includes responsibilities such as performance and behavioural coaching, ownership of the employee recruitment, on-boarding and development lifecycle - including C-Suite talent acquisition, R&R strategy and responsibility for people issue and resolution management.Additional duties also include being responsible for all workers’ compensation claims management, return to work programs, award interpretation and end to end document ownership of people policy and contracts.

A multi-disciplined role that saw me managing a team of cross functional specialists responsible for the knowledge and information management for a 350 FTE contact centre as well as the formal response team for legal notices. This role was part of the contact centre leadership team with responsibility to drive best practice for BTFG’s contact centre information management policies, external responses to legal notices received by the organisation relating to court ordered matters and process optimisation of how call centre agents build business and industry knowledge throughout their development lifecycle. Critical to this role was managing relationships with the contact centre leadership to ensure efficient delivery of services to both the business and customers alike, while developing a highly specialised team of technical experts.

Managing 10 dedicated case managers within a complaints team, my role was to lead and develop people to provide best practice complaint management to customers and financial advisers covering the Superannuation, Investment, Insurance and Platform services offered by BT. Above all else was the responsibility to ensure outstanding service recovery to our vulnerable customers across our multi-disciplined complaints team. This included establishing deep relationships with cross-functional business units and collaborating with departments such as product, finance, risk, legal, customer experience and operations to achieve optimal customer outcomes that align to our complaints strategy. With service recovery being a core strategic focus for the company this was a highly visible role with regular exposure to senior management by way of board paper input and advisory responsibilities.In addition, the role included working with industry bodies across both internal and external dispute resolution frameworks to develop best practice operating models and ensure our fiduciary obligations to our customers whilst managing our internal business policies. Examples of this include working closely with the Financial Services Ombudsman to maximise customer outcomes.

As an L&D consultant my role was to design, develop and deliver financial services training material for BTFG’s suite of superannuation, insurance and investment products. Working in the contact centre, the role focussed on consulting with key stakeholders on training requirements to deliver learning outcomes aligned to the business strategy and customer service ethos. This included using data to monitor success and produce insights back to Contact Centre and Learning leadership teams on outcomes such as customer NPS and service level metrics