Tim Honess Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Key responsibilities:- Responsible for leading 12 direct reports which manage products such as Home Loans, Wrap, Credit Cards, Transaction Accounts and Business Banking accounts.- Provide an exceptional, accurate and timely client experience during every interaction, with end to end accountability- Work collaboratively with internal teams to ensure quick resolution- Trend analysis on client sentiment reporting and identify opportunities to provide feedback regarding process improvements and to improve the client experience- Manage complaints received from Macquarie clients, including full investigation and reporting- Quality monitoring of phone based interactions with Macquarie clients and provide feedback on the quality of the calls- Point of escalation and advice for Client Service Consultants, Team Leaders, Business Development and other front line staff

Pyrmont

Key responsibilities:- Leading both Inbound and Outbound Credit Operations teams, manage all credit dunning inventories within Australia & New Zealand- Responsible for leading 14 direct reports including Team Leads- Maintain strong relationships with internal stakeholders specifically Risk Management, Compliance, Quality, Customer Care and training.- Prepare weekly and monthly reports presenting performance and actions to senior leadership- Conduct thorough Credit and Risk analysis of the credit portfolios, including recommendations on 'spend enablement' & Line of Credit assignments based on internal information as well as external credit bureau data.- Regular one on one with all team members around coaching and development planning. - Meet all KPI’s and drive successful results on key areas - Ensuring Analysts are meeting the productivity standards and quality requirements around compliance and NCCP standards.- Recruitment and induction or new resourcesKey highlights and achievements:- Drove the highest percentage for overall dollars collected for 2012 within Collections portfolio.- Driving KPI’s and key efficiency metrics to improve Shareholder figures and able to drive immediate improvements around team efficiencies by reducing FTE costs.- Mentor for feature leaders in 2012.

Pyrmont

Key responsibilities:- Leading a team of 15 FTE managing the Credit inventory of the David Jones Storecard and David Jones American Express portfolio.- Responsible for meeting KPI’s on key productivity metrics such as Work list Penetration, Inbound Service level rates and Abandoned call rate %, Dollars Collected, Contact rate and driving higher quality in customer service. - Developing incentive programs aimed at specific KPI’s to drive business goals- Driving effective execution of all Credit & Risk treatment strategies to meet shareholder and customer goals. - Attend regular credit and risk meetings for analysis and share thoughts around specific trends. - Perform regular coaching and feedback with direct reports to improve personal performance, drive better knowledge and share best practices to enable better credit decisions made by our Analysts.- Managing Staffing and resourcing to ensure all customer experience and Shareholder metrics are not impacted. - Implement skilful dunning procedures to reduce the risk across the portfolio.Key highlights and achievements:- Implemented predictive dialing and contact strategy to the David Jones credit department for the first time- Design and roll out of the first Return Payment work list for David Jones. - Built diverse talent and succession planning, effectively leading to 3 direct reports into internal promotions within American Express- Winner of the American Express Team Manager “Global Credit Administration Excellence Award” in 2011- Mentor for feature leaders in 2011 - Lead & developer for Careers Festival – Representing Global Credit Administration

Main responsibilities: - Responsible for providing ongoing support with Team Manager for 15 Analysts. - Daily coaching in a 1:1 environment with analysts to drive key performance metrics- Responsible in creating daily performance reporting for team & communicating strengths and identifying opportunities with thorough drill downs.Key highlights and achievements:- Worked on Risk Project: Piloting the “Points for Credit” campaign.- Played a pivotal role with the “Contact Strategy” project. This further developed and enhanced our Contact metrics.- Built and developed strong leadership skills and managed my team whilst my reporting Manager was on extended leave.