Simone Benn Email & Phone Number

Melbourne, Vic, Au

Australia

Leading ANZ’s Customer Remediation for Retail and Commercial divisions; and Advocacy teams including Customer Advocate Office and Vulnerable Customer Strategy.

Melbourne, Victoria, Australia

The Customer Resolution and Remediation Portfolio oversights ANZ's Complaints, Remediation, Vulnerable Customer Strategy, Banking Code of Practice and Breach Reporting. I manage the functions of Governance, Assurance & Controls, Portfolio Performance, Quality Compliance, Banking Code of Practice Oversight, Regulatory Implementation and Change & Engagement. With responsibility for governing execution within the portfolio, and oversight and policy ownership across the retail and commercial bank, this is a General Management role with a team of circa 60.

Melbourne, Australia

Transitioning the Assurance function to a Centre of Expertise model to deliver improved risk management for Australia Retail and Commercial. Design and implementation of the roadmap for delivering 1st Line risk expertise and uplifting the risk management approach for the division including Distribution teams, Products and Digital Channels. This includes operating rhythm, risk management capability, workforce and business planning, service catalogue, engagement and performance metrics. In addition to the Performance Lead function, I am Head of the Technology Assurance team and the Capability, Reporting and Insights Team, leading the people and the delivery of services within these functions across a division of over 10,000 people.

Melbourne, Australia

As head of the Australian Group Services Transaction Processing team, my role interfaced with ANZ's retail and institutional divisions to transform consumer and institutional payment services, as well as the outsourcing services for a number of smaller financial institutions, and Australia Post.I led a team of 180 people across 5 sites whilst managing a transformation program using Agile approaches to digitalise, automate and align with ANZ's strategy of simplifying to deliver customer value. This involved systems change across over 500 branches and significant cost reduction and efficiency gains.

100 Queen Street

Senior Business Leader for Payments and Cash Customer Enquiries and Resolutions, this role led 150 FTE in delivering transactional banking services to high valued Institutional and Corporate customers, including the on-boarding and investigations functions.During my time in the role I established a Customer Charter and achieved over 95% Customer Interaction Satisfaction rating through driving a customer centric culture. This involved aligning recruitment , enhancing training, introducing a quality program, linking reward & recognition, using visuals and customer stories, re-engineering service processes and providing key customer insights to product partners. In addition, drove an automation program of work to automate processes for improved efficiencies and performance.

Melbourne, Australia

Head of People capability, and change functions for Serco Global Services Australia, a division of Serco (global), comprising 2,500 people, providing contact centre and business processing services for a variety of clients.I managed a multi-disciplinary team to establish and deliver the orgnanisational change and development roadmap, capability strategy and creation of a Registered Training Organisation, including leading a number of projects involving establishment of new contracts and organisational quality change program.

Reporting to Director of Customer Sales and Service, I managed a multi disciplinary team to implement change across 37 contact centres globally and was responsible for Telstra's Customer Sales and Service centralised Quality function.Change programs included implementing a new billing system (Siebel) to 8,000 users; introduction of Verint Speech Recognition and data analytics to identify improvement initiatives; launch of NPS as an enabler for improved customer experience; implementation of "GEM", a performance management system aligned to NPS; implementation of centralised Quality Monitoring and associated programs to lift quality performance; and design and delivery of staff surveying to capture internal improvement ideas.My role coincided with the change of CEO (David Thodey), invigorating a new strategy and customer centric culture change. As a change manager in this environment, I was involved in leading initiatives across functions, with the customer at the centre of the change agenda.

Melbourne, Australia

UCMS was a Contact Centre BPO prior to being bought by Aegis. In this role I managed the Operational performance, budget, and client relationship for contracts with Alinta, American Express, Ambulance Services, Metlink, AGL and Telstra.My responsibilities included delivery of Service Level Agreements, leadership of contact centre managers and teams (up to 500 reports) and contribution to UCMS strategic roadmap. Key successes included the turnaround performance of a 400-seat Telstra sales contact centre, improving all 5 SLA's within 3 months and retaining the contract and successful launch of the new Amex contract. As a member of the senior leadership team, I contributed to the organisational initiatives of leadership development, staff retention and employee engagement programs that enabled UCMS to meet strategic objectives.

Melbourne, Australia

Senior role supporting the Merchant Sales team with program delivery and governance functions.

South Melbourne

Founder and co partner of Registered Training Organisation providing training and consulting services

Education record

Graduate Australian Institute of Company Directors

Master Of Business Administration - Mba, Business Administration And Management, General, High Distinction With Dean'S Merit Award

Subjects: Strategic Management Entrepreneurship and Innovation Corporate Governance Legal Studies Operations Management Financial.

Diploma, Human Resource Management, High Distinction

Associate'S Degree, Information Technology, High Distinction