Wayne Samuels Email & Phone Number

Melbourne, Vic, Au

Brisbane

The role had accountability for developing and implementing the strategy to recruit domestic and international students through Direct and third party Agent channels.

Appointed to this new role, following the sale to Queensland Motorways to Queensland Investment Corporation (QIC), responsible for the end-to-end revenue management across all toll road assets to optimise revenue income. P&L responsibilities included $400m toll revenue, $35m fee revenue and $15m operating costs in a high volume transaction processing environment including 125m trips per year and 1.2m registered account holders.

Reporting to the Chief Executive Officer, the role was responsible for the operational areas including Customer Service, Tolling Operations and Traffic Management; 200+ employees. During this period, Queensland Motorways was part of the State Government asset sale programme with ownership transferred to Queensland Investment Corp (QIC) for $3.1B in May 2011. The key focus of the role was leading the due diligence process across the Operations Group and engagement with the new Board after financial close.

My role was expanded, to include marketing of the go via brand, to increase end-to-end ownership of the customer experience.

Appointed to this new role, reporting to the Chief Executive Officer, the role was responsible for the development and delivery of all customer related services across multiple channels for it's 750,000 registered account holders plus causal toll road users.

Direct Banking

Provide strategic and operational direction to drive the sales/service transformation and improved business performance across 7 contact centres and 1,600 staff. Identify and evaluate business improvement opportunities and provide project management for implementation and realisation of initiatives.

A Contact Centre Manager role with 140 indirect with 12 direct reports leading home loan sales and service on 132224 Home Loan line and internet banking. The role was highly focussed on achieving home loan sales target of $750m new business with a $10m operating budget per year.

A Contact Centre Manager role with 250 indirect with 15 direct reports leading service delivery across high volumes enquiry lines including 132221 general banking, personal loans, business and financial services. The role was highly focussed on resource management, achieving service standards and referral generation with a $15m operating budget.

A range of roles covering branch network, Administration and Learning and Development.

Post Graduate Diploma Financial Services Management

Diploma Of Contact Centre Management