Tim White Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

With over 15 years in operations management across finance, tech, and e-commerce, I excel in global operations and supply chain optimisation. As the Head of Operations at Merry People, I've been pivotal in building the operational infrastructure for rapid global expansion. My expertise includes:Global Supply Chain Management: Orchestrating seamless product flows across markets like Australia, the UK, the US, and Canada, enhancing efficiency and cutting costs.Third-Party Logistics (3PL): With expertise in scoping, setting up, and managing 3PL warehousing solutions, I ensure operational excellence and alignment with our business goals across all markets. My leadership has fostered robust partnerships with multiple logistics providers, enhancing our operational agility and capacity.Digital Operations & E-commerce: Leading digital transformations, I've revamped our e-commerce tech and website architecture, significantly boosting user experience and conversion rates through strategic SEO and robust platform management.Customer Experience Management: Building out the customer experience team both onshore and offshore, I integrate operations with customer service processes to reflect brand values consistently, emphasising operational efficiency and customer satisfaction to foster a customer-centric culture.As a foundational member of the Merry People team, my contributions have not only shaped the operational strategy but also cultivated a dynamic, responsive operations infrastructure that supports our ongoing growth and global market presence.

Melbourne, Australia

Head of Product, Weazel - In-Venue live streaming (Fixed term contract)Weazel is a progressive web streaming media app connecting in-venue fixed cameras, smartphones, payments to a user-centric business and consumer platform. Using new In-Venue Live Streaming Technology can take you live inside venues. Connecting Users to their favorite Venues, Artists and Web Media Content Producers.As an early stage start up, I established a team of developers and designers to deliver MVP app for go-to-market. Pitching to investors for series A investments. Showcasing the live-streaming beta functionality to hospitality groups to build customer and user growth.

Melbourne, Australia

Reporting to the Program Director Process Industrialisation - responsible for leading a stream reengineering ANZ's home lending end to end processes in order to uplift customer experience, simplify the business, and enable digitisation. Methodology combines Agile, Lean, Human Centered Design, and Change Management concepts.Achievements include:• Home lending operating model redesign to reduce the impact of poor inbound quality, improve operational risk through less manual processing • Reduced operating costs through improved straight through processing (STP) rates • Standardised processes to deliver greater consistency of customer experience

Melbourne, Australia

Led a team of change managers and business analysts responsible for the implementation of operational change throughout Customer Operations.Responsibilities included: program management and execution of business reviews, change management and communication activities. Identification of new initiatives ensuring alignment to the broader business strategy, enhance CX/BX and drive efficiencies across the business. Influencing a portfolio of stakeholders ensuring appropriate engagement, prioritisation, early detection and resolution of issues and managing implementation impacts. Achievements included:• Process automations to automate repetitive tasks, saving time and reducing errors. Over 2million interactions automated with 20 FTE cost out benefits • Process reengineering and workflow solutions to provide teams visability and transparency of volumes, handling times and improved responsiveness to customer service levels. $200k opex benefits, migrated off four end of life systems• Implemented knowledge management system to reduce banker error and improve customer experience. 600 new users and 1400 pages created

Supported the Customer Operations teams consisting of 1000+ staff by implementing process improvements and projects that reduced operating costs and drove improved operational efficiencies.Accountable for delivering and supporting change activities for both internal and external driven projects. Coached and led team of business analysts through project lifecycle and change management frameworks.Achievements included:• Workflow solution that enabled a premium customer service proposition by providing end-to-end case lifecycle management and increased control via comprehensive visibility, tracking and process consistency. Implemented to 300+ end users• Executed the Enterprise upgrade program for Collections & Fraud to successfully deliver Windows 7 and new workstations to 500+ users across multiple locations and geographies• Flexible working & Relocations: Delivered multiple team relocations impacting ~800 staff and supporting a flexible working model, new structure and the significant building upgrade works

Working within the Collections & Fraud, Business Performance team, my priorities were to manage the delivery of initiatives that improve operational efficiency and reduce costs, coordinate the documentation of processes in line with governance and methodology frameworks and support senior management with strategic and tactical initiatives.Achievements included:• Implemented the Global Quality Framework: Led the design and implementation of a new quality framework for 800+ Collections & Fraud users across multiple geographies, including: overseeing the tool build; prototyping different quality models, creating training and change material; building reporting capability; keeping all stakeholders engaged throughout the delivery life cycle• Continuous Improvement: Led customer focused initiatives to improve NPS satisfaction and team processes. Coordinated work including: supporting staff with designing and implementing initiatives, ensuring all initiatives in line with scope and governance.

Managed operations team consisting of 50 staff servicing the fulfilment of Personal Loans and Credit Cards across multiple origination channels including Broker, Digital and Frontline. Strong focus on rebuilding relationships with internal and external stakeholders and oversaw operational counterparts in India. Coordinated the design and delivery of workflow and automation projects across unsecured lending functions prior to transformation activities taking place. Achievements included:• Operational Transformation: Successfully transitioned 90% of team activities across Personal Loans and Cards fulfilment channels to India at the same time as consolidating residual functions into Melbourne and outsourcing functions to an external provider • Workflow Automation: Redesigned the application workflow for Personal Loans fulfilment which refined operational touch points from 18 to 6 leading to a reduction in customer application to decision time from 10 days to same day• Established a new income verification team for credit cards in response to responsible lending obligations

Responsible for managing daily operations of the Commercial Cards call centre with 35+ staff.Responsibilities included: workforce planning to ensure volumes and forecasts were managed, presenting detailed plans of FTE requirements to gain approval to recruit, developing solid relationships with stakeholders across the business to drive continuous improvement.Achievements included:• Lean Six Sigma, Green Belt Accreditation: Following the successful completion of Green Belt course in 2010 accreditation was gained through Commercial Cards Black Belt Project to deliver a new operating model, team structure and enhanced customer service proposition leading to $800k cost avoidance benefits• AOM (Australia Operations Academy) Accreditation: Gained accreditation for knowledge and demonstrated understanding of Workware • Subject Matter Expert: Worked with project teams on various initiatives as an SME for Commercial Cards.

Supporting the team manager to oversee daily operations for busy Commercial Cards call centre that took ~1500 calls a day.Responsibilities included: second level of support for staff, recruitment, coaching, taking escalations, reporting and intraday management of service levels, assisting management and project stakeholders with subject matter expertise and reporting analysis.