Wayne Adamson Email & Phone Number

Currans Hill, Nsw, Au

Australia

Australia

Australia

Minchinbury, New South Wales, Australia

Australia

Far West Sydney

Castle Hill, New South Wales, Australia

Concord West

Corporate Account Services, Personal Banking Services.• Management and Leadership of the Corporate Account Services Business including Onshore (21 FTE) and Offshore (42 FTE)• Responsible for delivering agreed operational performance metrics and themanagement of our offshore provider in delivering to agreed service levels and within agreed budget.• Coaching and Development of the Corporate Account Services Team.• Responsible for the delivery and execution of Business Banking Services strategy including managing unit Service Level Agreement, FTE and achieving strong Employee Engagement (KPI’S).• Responsible for managing the 3rd Party Relationship, ensuring strong distribution engagement and a timely and transparent customer experience for Westpac Corporate Clients

Concord West

Account Services, Business & Consumer Services• Management and Leadership of the Deceased Estates Management Contact Centre including Onshore (27 FTE) and Offshore (53 FTE)• Coaching and Development of the Deceased Estates Management Contact Centre Team (2 Offshore Team Managers) and Business Analytics & Change Manager• Responsible for the delivery and execution of Business & Consumer Services strategy including managing unit Service Level Agreements, P&L, FTE and achieving strong Employee Engagement (KPI’s).• Responsible for managing the Deceased Estates Management Relationship, ensuring strong distribution engagement and a timely and transparent customer experience for Westpac customers.• Responsible for delivering agreed operational performance metrics and the management of our offshore provider in delivering to agreed service levels and within agreed budget.• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;• Maintaining up-to-date knowledge of industry developments and involvement in networks;• Monitoring random calls (Avaya/Qfiniti) to improve quality, minimize errors and track operative performance;• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;• Risk & Control Management

Parramatta

Concord West

Concord West