The purpose of the Specialist Services function is to deliver specialised support services to peer teams within Advice Service Delivery and to key Financial Adviser groups in Advice and Private Wealth. The National Manager, Specialist Services is accountable for leading a national team to provide high quality, predictable and reliable centralised services which include payments to Financial Advisers, customer transitions and ongoing advice specialist activities.2019 - Remotely managed 35 Staff members for 3 specialist business units, across 5 sites nationally. 2019 - Operation responsibilities for BT Ongoing Advice Services, National Adviser Revenue Payments, and formal Line 1 Risk Manager for 5 departments. 2019 - Successfully cancelled 15,000 Ongoing Advice Fees within 3 month period, whilst maintaining operational risk management protocols. 2019 – Led the successful separation and transition of 35,000 Ongoing Advice Clients from BT Financial Advice. 2019 - Developed and implemented Risk Management program for 34 business and legislative risk controls, which included; audit evidencing, Senior Leadership reporting, and Front Line control management. (Line 1 Risk Owner for 5 Departments).2018 - Designed engagement, management strategies, and communication scripts for 18 Leaders of a multi-site department for a national operation transition. 2018 - Department Owner of 2 critical departments at the forefront of scrutiny through the 2018 Banking Royal Commission – Ongoing Advice Services and Adviser Payment Services.

This role involves the development and management of the Advice Implementation Department, which provides financial planning establishment and transactional support services.This team is part of the BT Advice Service Delivery team in BT Customer Operations and supports the customers of 500+ advisers nationally. 2017 - Completed 100% transition of support services for 500+ advisers nationally 2017 - Recruited and expanded the business with 35 additional new team members 2017 - Provided Mentoring for our BT Graduates2017 - Launched BT Advice Services internal Portal for Adviser ongoing support2017 - New Ongoing Services Team launched to manage FoFA Opt In Obligations 2017 - Enhanced Department data analysis through development of new WIP production tools. 2017 - Completed the Certificate of Executive Leadership from the Australian Graduate School of Management2016 - Mentoring Member for The Youth Network 2016 - Nominated for BT BLUE award (3rd consecutive year)2016 - Grew Implementation support from 26% to 70% (350 Advisers Nationally) 2016 - Established a second Key Site in Brisbane (16 Team Members) 2016 - Improved quality of implementation submissions by 36% 2016 - Increased production support by 14% through process design enhancements 2016 - Completed Andy Meikle Black Sessions2015 - Developed and established the structure of a new National Quality Assurance program for Advice Implementation2015 – Completed Diploma of Financial Planning 2015 – Nominated for coveted BT BLUE award (top 1% of High Performers for the BT Financial Group)2015 – 3 individual career successions from Planner Assistant within first 6 months of 20152015 – Developed Leader and Team Member Performance metrics for new department 2015 – Business Controls Matrix and Master Assurance Program established 2015 – Participation in Mentoring and Career development programs2015 - Over $10,000 raised for charity during Abseil for Anglicare fundraising event

Managing the operational workflow and capability requirements for Financial Planning support across South Australia and the Northern Territory, for multiple brands of The Westpac Group.2015 - Developed and established the structure of a new National Quality Assurance program for Planning Service Quality for 2015 2015 - Restructured operations for the National Leadership information depository 2014 - Winner of the coveted inaugural 2014 BT BLUE award (top 1% of High Performers for the BT Financial Group in 2014)2014 - Invited to attend the BT Leadership Series for recognised high performing leaders2014 - Participated in The Westpac Group SA's Speed Mentoring program for connectivity to create greater Career prospects for SA's developing talent pool.2014 - Key developer and leader for 2015 Leader and Team Member performance metrics 2014 - Developed National Performance Dashboards for measurement of Planner Assistant productivity, since creation earlier in year has seen 23% increase to September 2014.2014 - Established and managed Operational Excellence sessions which has seen over 50 National improvements to the Planning Service Quality of BT across all brands2014 - Connected The Westpac Groups service program to the Financial Planning Advice minimum standards for 20152014 - Key contributor in Extension of the national workflow support model through Planning Service Quality by piloting a program for the Partnership sector of Bank Financial Planning, which is now recognised as a standard operating support model for 2015.2014 - Transitioned 62% of Team Members within 3 months into a centralised workforce location which has established multiple gains in efficiency.2014 - 2 career successions to Planner from Planner Assistant within first 6 months of role.2014 - Enrolled in Diploma of Financial Planning

2013 - Improved Operational Expense position by $830k pa. by delivering a multi-skilled workforce with targeted production efforts.2013 - Established career succession for 8 different people within 12 months for enhanced individual career success within the Westpac Group.2013 - Managed month on month Westpac risk forecast deliverable of Net Bad Debt and Delinquency targets2013 - 100% Green for all Audits - Management Assurance Program, HS&W, Assurance & Threat Response, Non-lending Losses and Compliance2013 - MC for Julie Burton Burns Trust Foundation Quiz night helping raise over $5000 for charity.2012 - MC for Glenelg Surf Life Saving Club Quiz Night Helping raise over $3500 for charity2012 - Improved Inbound workflow structure and process for the Westpac Assist business, helping 1000's of Australians through the tough times of their financial positions'.2012 - Saved $100k of Operational Expenses by implementing small process improvements with a $0 implementation cost2011 - 5 weeks in Bangalore, India managing Best Sourcing due diligence, deliverables and re-engineering of process within compounded execution timeframes for the St George Assist business.

Led varying teams including Home Loan Specialists, Customer Managers, Loan Increases, Retention, Online banking and Customer Service Operators