Sam Shackell Email & Phone Number

Warragul, Victoria, Australia

• Facilitation of workshops that enabled the business to determine post integration staffing requirements.
• Delivery of target operating model documents enabling senior leaders to make informed decisions.
• Customer call tagging of 500 calls providing analysis and insights.
• Production of bi-monthly PowerPoint People Steering Committee Packs.

People And Culture

• Championed rollout of AOM across the division most notably within Payroll resulting in 5% productivity increase and also helped identify talent opportunities /skills gaps.
• Led the initial set up of the Quarterly Business Review planning process providing senior leaders including the Executive with visibility of projects, timeframes and resourcing.
• Played integral leadership role in delivery of key ASIC reporting by working with a 3rd party provider.
• Designed and led the roll out of a quarterly ideation session to bring ideas to the table and increase engagement.

• Won 2020 NAB Honouree award for COVID BCP leadership in the call centre. Led and executed on behalf of Executive the COVID BCP response mobilising 900+ frontline staff to work from home taking calls from customers.
• Represented Personal Bank across the enterprise on ‘new ways of working’ (return to work).
• Delivered change management strategies to embed change and ensuring staff and customer engagement.
• Led a pilot with branches across NSW and Queensland to determine ways to improve customer authentication.

Melbourne, Australia

• Implemented Agile sprint plans to provide clarity to team members and senior stakeholders resulting in increased productivity and efficiencies.
• Worked with key stakeholders to centralise critical reporting in order to find efficiencies and create capacity.
• Designed and led facilitation of workshops to help agents put forward ideas to improve customer satisfaction
• Piloted the ability to take calls remotely (pre COVID-19) to show leaders that this was possible.

Melbourne, Australia

• Delivered Branch Calls project across retail network in 1H FY17. The answer rate improved from 53% to 79% nationally vastly improving the experience of ~500,000 customers a year.
• Delivered SMS authentication extension within Direct Consumer benefitting 104k customers.
• Leadership on the staff engagement committee that improved results through collaboration and transparency.
• Completed business excellence workshops with branches in Western Australia and Queensland.

• Asked by Head of Business Improvement team to pick up people leadership of 4 staff due to a manager leaving
• Delivered HICAPs Improvement Project within Direct Business, bringing together different parts of the business to create better collaboration and implementation of several improvement opportunities with the aim of.
• Provided leadership and guidance to a Senior BI analyst in the delivery of a suite improvements for Brokers.
• Consistently delivered and supported smaller projects benefitting customers, colleagues and the business.

Melbourne, Australia

• Delivered over 20 projects and initiatives to help meet RBI’s FY12/13 business and financial needs.
• Won two quarterly awards for showing "leadership" around initiating a quarterly excellence awards program in Victoria and "delivering effective stakeholder management" across RBI.
• Supported the delivery of team planning days.
• Led greater collaboration between teams across Perth, Melbourne and Sydney.

Postgraduate Diploma, Business Administration

Bachelor Of Tourism Management