Southern Cross Care, Adelaide | Team Leader, Connecting Services | Oct 2022 - PresentRecruitment & Training: Spearheading the recruitment process and ensuring that consultants are provided with top-notch training and development opportunities. Fostering an environment of growth and continuous learning.Performance Reviews: Conducting thorough performance reviews to assess strengths, identify areas for improvement, and implement strategies to ensure effective operations across the… Show more Southern Cross Care, Adelaide | Team Leader, Connecting Services | Oct 2022 - PresentRecruitment & Training: Spearheading the recruitment process and ensuring that consultants are provided with top-notch training and development opportunities. Fostering an environment of growth and continuous learning.Performance Reviews: Conducting thorough performance reviews to assess strengths, identify areas for improvement, and implement strategies to ensure effective operations across the team.Client Data Management: Monitoring and maintaining high-quality client data to ensure accurate and reliable information. Implementing data management best practices for efficient workflow.Stakeholder Management: Building and nurturing relationships with key stakeholders, ensuring clear communication, coordination, and collaboration. Acting as a liaison between different departments to create a harmonious working environment.Service Delivery Excellence: Committed to providing outstanding customer service by focusing on understanding client needs and delivering tailored solutions. Leading the team in adopting a result-driven approach and excellence in service delivery.Escalations Management & Process Improvement: Managing client escalations with empathy and efficiency, finding resolutions that align with both company standards and customer satisfaction. Constantly seeking ways to optimize processes for a more streamlined and effective client experience. Show less

People Leader | Customer Assist, Westpac Banking Corporation• Assessing customers for hardship and Disaster Support Assistance for Mortgages and Unsecured Products for Westpac and St. George portfolios.• Currently leading a team of 15 support consultants who review customer requests for assistance with regards to their complete account portfolio, taking ownership and providing end-to-end support.• Other responsibilities have included reviewing Consumer Mortgage Delinquency and… Show more People Leader | Customer Assist, Westpac Banking Corporation• Assessing customers for hardship and Disaster Support Assistance for Mortgages and Unsecured Products for Westpac and St. George portfolios.• Currently leading a team of 15 support consultants who review customer requests for assistance with regards to their complete account portfolio, taking ownership and providing end-to-end support.• Other responsibilities have included reviewing Consumer Mortgage Delinquency and setting up weekly plan to recover accounts and reduce delinquency numbers.• Ongoing review of current processes with mindset of continuous improvement and optimization.• Lead, coach, and mentor team members to ensure we are delivering on the business results.• Key focus on team learning and development ensuring support to team members in their learning.• Focus on team motivation which results in a happy, winning, and successful team.• Keeping the Risk & Compliance lens on in every interaction and engagement with our customers.• Working with Internal & External stakeholders to ensure achievement of desired outcomes. Show less