Richard Smith Email & Phone Number

Sydney, New South Wales, Australia

Responsible for optimising operational processes to ensure the group can effectively manage the customer experience, operational turn-around-times and cost efficiencies.Achievements:• Simultaneously stood up an additional squad in an Executive PO capacity for 8 months to consolidate functions held by multiple teams, ensuring cross-skilling of new team members and governance forums implemented• Designed and delivered an automated communication strategy replacing manual processes within our call centre saving ~$4.1m per year• Designed an automated follow-up and customer compliance management communications strategy to switch an operational team from an outbound call function to inbound saving up to ~$6.5m per year• Completed discovery and inception to uplift the on-boarding case management functionality, benefits estimated to equate to 10 FTE• Completed discovery to extend the automated communications and CCM strategy to other processes within our operational teams estimated to provide an additional $4.5m in benefit per year• Worked on the development and career aspirations of 16 FTE as their chapter lead

Sydney, New South Wales, Australia

Responsible for the development and management of the Financial Difficulty and Emergency Assistance strategies for Business Banking. Achievements:• Nominated to take part in Springboard, Business Banks leading development program for Senior Managers• Developed and obtained LT endorsement of the Emergency Assistance (EA) framework and strategy to support customers through natural disasters and pandemic• Developed and rolled out a solution for frontline teams to capture EA requests therefore enabling the business to report and control solutions provided• Successfully activated Emergency Assistance to support our customers and communities providing the opportunity for >200,000 business customers to reach out for support during multiple natural disasters since implementation in 2021• Supported Business Lending throughout the COVID-19 EAP activation• Established a good-will payment strategy to provide grants to >200 severely impacted businesses throughout the East Coast Floods of 2021 and 2022• Developed a product library with ‘off the shelf’ product solutions for customers impacted by Natural Disasters ensuring we are ready to support within 24hrs of a natural disaster• Created internal and external communication templates for activation and updates to ensure the whole of Business Bank was informed of EA activation and the support available to customers• Uplifted the relationship and engagement with all business segments, product owners, RBS, GCA and Marketing • BROP baselining of Financial Difficulty obligations• Developed the Financial Difficulty strategy for the Relationship Managed channels including a high level business case to secure funding to implement a strategic workflow solution allowing data that has never been available previously to be captured• Lead 2 FTE to manage and own various streams of the FD and EA strategies• Also taken ownership of the Financial Services Guide (FSG) and Customer Classification strategy for Business Bank

Sydney, New South Wales, Australia

Lead multiple streams of work to create a Collateral Management System (CMS) that is a single, complete and accurate system of record backing then Bank’s secured lending portfolio.Achievements:• Pivotal in the development of a new capability within Business Banking enabling concentration risk analysis to be conducted on the impact climate change and natural disasters will have on farms• Prepared senior leaders (including GE) for the APRA prudential review by answering queries and providing clear and concise view of the problems with our collateral management• Created the CMS Centre of Excellence in GLS – recruited ~30FTE• Delivered a project to uplift collateral management processes – backlog reduced from >5,000 to ~1,300 over 4 months which equated to a $300,000 reduction in process debt• Established a data governance framework, working closely with RBS Risk to show the lineage of data consumed from CMS for the purpose of APRA LVR reporting• Conducted diagnostic on Personal Property Security Registrations (PPSR) to determine the level of perfection of all non-property assets and present findings to the BPB Risk Governance Forum (RGF)• Created a project execution function based on actions from the BPB RGF within the CMS Centre of Excellence (recruited 10 additional FTE) and successfully led them to review and remediate ~13,000 high-risk customers with a total exposure to the bank in excess of $6bn.• Successfully managed and delivered high value projects ~$5m• Designed tableau dashboards to improve workflow management• Reported results from the high risk remediation work in to the Business and Private Banking (BPB) Non-Financial Risk Committee (NFRC)• Successfully downgraded a high rated risk within BPB to medium• Designed and implemented preventative controls via system enhancements to improve data quality and accuracy• Developed and implemented a manual sampling strategy to measure the accuracy of our Retail and Business portfolios LVR quality

Sydney, New South Wales, Australia

Parramatta, New South Wales, Australia

Responsible for the strategic and operational management of a team of ~10 in NSW, Qld and Vic. Oversee GLS Easts staff / user, building, business equipment and account management. Deliver senior leader communications, co-ordinate the ES reward and recognition program, manage external supplier relations and manage all incidents for GLS nationally.Achievements:• Successful management of windows 10 roll-out including all new user hardware ~500 staff• Successful introduction of a new incident management program• Development and implementation of national consequence management framework• Successful introduction of new hiring program, enabling leaders to focus on leadership activities• Formalised consistent communication strategy and ownership for all EM and above leaders• Consistent delivery of Chief Operating Office communications• Successfully transitioned the new PEXA payment reconciliation process into the team• Reached the ‘gold standard’ for all processes within Operations support having all processes/actions documented in a formal SOP.

Parramatta

My team leverages our combined capability in Delivery, Portfolio & Process Management, Quality & Continuous Improvement to ensure our business becomes world-class in every respect.Our main objectives are to;• Provide guidance to Service Operations teams in areas of Continuous Improvement, Quality and Error management• Partner with Service Operations teams to establish or develop their Continuous Improvement (CI) programs with a focus on expert coaching in shifting cultural behaviours required for advanced CI effectiveness• Provide expert coaching and consultation to the Service Operations team leaders and managers in the analysis of Quality data and fulfil CI opportunities using Productivity tools• Assist in identifying productivity improvement opportunities by utilising specialised Process Excellence concepts and methodologies to deliver customer satisfaction, shareholder value and employee engagement benefits.

Parramatta

Certification and Settlement is accountable for the certification and settlement of HOME LOANS. We are positioned in Brisbane and Sydney and provide the following services:HOME LOANS (NSW,ACT,SA,NT,VIC/TAS,QLD)• Activities include; certifying and verifying returned customer documents ready for settlement.• Progress Payments for construction loans. • Funding’s and lodging First Home Owner Grant (FHOG) applications with the relevant State Revenue Offices.• Purchase settlements and Refinances.CUSTOMER SERVICE and QUALITY Improving our customer service and quality is our highest priority. We want our customers to experience our people as knowledgeable, proactive and friendly, a team with a CAN DO approach each day every day. We foster trust and team spirit focusing on achieving a culture of teamwork and one team collaboration where our people feel engaged passionate and valued.LENDING SERVICES: ONE TEAM, HIGH QUALITY, NEW EXPERIENCE – We’ll build your trust in us.

Campbelltown Unit

A group of highly motivated and driven volunteers, the Campbelltown Unit looks after communities within the Sydney Southern Region. Our main regulatory functions are flood, storm and tsunami along with educating the community in the roles and responsibilities of those in the NSW SES.