Scott Morrissey Email and Phone Number

Business Lending - Equipment Finance Operations

Responsible for leading a team (of up to 14) with accountability for a variety of business and time critical tasks and processes across multiple work streams in an SLA driven environment. The team is responsible for delivering consistently high level, timely and accurate support services for internal and external stakeholders. In addition to directly responding to customer queries, the team receives information and data from external customers through a number of channels and are responsible for the management and input of that information into Genworth systems, along with preparation and contribution to associated reporting functions.Main tasks include identification of process improvement opportunities, maintaining a flexible workforce, monitoring productivity, coaching to deliver high performance, championing a customer focused vision, leading and managing change, and maintaining legislative compliance.

Manage a team of specialists from various backgrounds including banking personnel, real estate agents and property valuers, who work with mortgage lenders and other third parties to realise the sale of Mortgagee-In-Possession (MIP) properties throughout Australia and New Zealand. The drivers behind this team are to reduce mortgage insurance claim severity by maximising sale price in the shortest amount of time, which must be balanced with cost effective solutions to prepare properties for sale and at all times respect the duty of care owed to distressed borrowers. The role is one of influencing outcomes and facilitating a high level of third-party engagement, creating and maintaining a team vision, along with effective negotiation with customers to seek mutually beneficial outcomes.

With a mandate to build long-term relationships with customers (financial institutions), internal stakeholders and related third parties, I was tasked with introducing effective operational processes across the business unit. I achieved this by various means including introducing a sales based customer service culture, coaching the business on real estate best practice, introducing national minimum standards for property presentation and marketing, and reinforcement of accountability across the team.Ultimately my actions resulted in a more positive customer experience with clearer and consistent outcomes achieved.

Run was a publicly listed company with a portfolio of approximately 20,000 properties under management in NSW, VIC and QLD; and another 5000+ properties on their platform. Run also had sales, investment sales (off the plan) and insurance businesses.Primary focus areas were business growth and customer retention, internal stakeholder management, team management and engagement, ongoing procedural reviews, setting and monitoring of KPI's, budget compliance, team coaching and mentoring, and resolution of escalated issues.