Stephen Part Email & Phone Number

Chatswood, New South Wales, Australia

Following the acquisition of CommInsure General Insurance business from the Commonwealth Bank Australia (CBA), accountable for integrating the Operations teams to leverage expertise within both organisations ACHIEVEMENTS● Managed the stakeholder relationship between Hollard and CBA to drive change activities and ensure business readiness for the transition.● Established the transition team’s program delivery capability, governance, prioritisation process and framework for the Operations team integration● Successfully transitioning over 560 people and 15 business units without any production incidents.● Established 104 Transitional Service Agreements for all major systems and processes● Built out new Complaints system in less than 7 months for over 1,000 users including requirements, testing, training / material and 7 years of historical data transfer & migration● Successfully managed a portfolio of regulatory, compliance, remediation, policies and functions.

Chatswood, New South Wales, Australia

Reporting to the Chief Operating Officer, accountable for the call centres supporting multiple general insurance brands (Woolworths, Australia Seniors Insurance Aus, Real Insurance, and Kogan) and management of over 100,000 calls per annum.ACHIEVEMENTS● Introduced Visual Management Boards to all Operation teams providing clear direction on performance and goals, resulting in an increase in overall productivity by 15% ● Lodgements team won team of the year 2020 and was nominated again for 2021 across the whole of Hollard business units. ● Through continuous improvement projects, reduced the cycle time for claims in the motor and home space by 45 days and built a fast-track path for home claim customers, reduced the cycle time from 93 days down to 20. ● Re-organised rosters of the Lodgement Team to better manage volumes, people, and operating hours with zero negative impacts on customer services or experience. ● Improved the team culture, moving the team’s employee net promoter score from 45% to 94% by setting clear goals, expectations, positive work culture and team vision and lifting customer satisfaction scores from an average of 30% to 85%● Managed the organisation’s claims response to natural hazard catastrophes across Australia.

Chatswood

Lead a team of Lodgement consultants and leaders that managed a portfolio of multiple general insurance brands (Woolworths, Australia Seniors Insurance Aus, Real Insurance) and took well over 100,000 calls and completed 55,000 customer claims per annum. The lodgements team is the first contact point for customers facing difficult situations. Improved employee sentiment scores and created a positive environment for the team in a high-pressured environment. In this role, I also ran lean six sigma improvement projects, improved continuous improvement culture and training to all Operations staff. In October 2021 was asked by CEO of Hollard to be the Workstream lead for Customer Operations and Claims on the acquisition of CommInsure. This was a successful integration of over 700 staff into Hollard and also implementing a brand new complaints system for both Hollard and CommInsure as part of the project.

Commonwealth Bank Place Sydney

Lead a team of four to execute end-to-end operational excellence initiatives, achieve transformational business outcomes and embed and sustain a culture of continuous process improvement across WM Advice Business units. Ensure that a strong process excellence capability is built and maintained across the WM Advice business. Build and implement Productivity Plans outlining capability build, Capacity initiatives and development of a Productivity Culture for each of the General Managers and the Executive General Manager.

Sydney, Australia

Led the national team of over 120 staff consisting of Paraplanners, Business Coordinators, Senior Managers and State Managers. The teams were based in Sydney, Newcastle, Brisbane, Melbourne, Adelaide and Perth. The team provided Statements of Advice and Strategy advice to all Commonwealth Financial Planning, Financial Wisdom, Pathways, Bankwest and Whittaker Mcnaught advisers.

Sydney

Led NSW team of over 30 staff consisting of Paraplanners, Business Coordinators and Senior Managers. Staff were originally located around Sydney metro in CBA branches. Project was run to re-locate all paraplanners and business coordinators into Sydney CBD. The team provided Statements of Advice and Strategy advice to all Commonwealth Financial Planning advisers in NSW.

Sydney, Australia

England

Sydney, Australia