Wendy T. Email & Phone Number

Australia

Responsible for leading People, Culture and the Transformation Office.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Interim Executive position leading the development of the Culture Strategy and Transformation advisory

Australia

Led the establishment of the Corporate Services Division including building and leading a CTO business with circa 130 staff. Designed and managed the three year transformation strategy and operating rhythm for the newly created division. - Drove the transformation program to support delivery of a $30m cost target over three years, including influencing stakeholders to support funding of $11m in year one - Established program delivery capability including the $35m program to remediate the time labour and absence management process over three years. - Led the agile program to modernise Human Resources processes through a digital front door, driving a 26% reduction in service centre calls through the establishment of a digital front door capability. - Led the capability program across 2000 staff driving a 10bp uplift in engagement to 80% highest across the Group and above global benchmarks.

Greater Sydney Area

Reporting through to the Group Executive Corporate Relations established the COO function to oversee both operational management, first line Risk Management and Strategy for the Division. management of first line Risk, Data and Analytics, Transformation Delivery and PMO. - Delivered enterprise wide complaints management system with 93% user adoption and 75% complaints resolved in 5 days. - Developed and managed productivity program meeting and exceeding $20m cost out targets over a two year period. - Strengthened first line risk capability delivering a pro active culture assessment outcome based on APRA guidelines

Sydney

Reporting to the Group General Manager Operations, drove the Transformation and digitisation strategy, Risk and Operational Management of the Division. - Led the automation of the Credit card platform managing over 52 integrations for all channels with over 18,000 disputes going through the system in 12 months and 98% of customers choosing to receive digital communications with the dispute and 90% cycle time improvement in dispute resolution. - Led the customer service excellence cultural transformation program for 3,500 staff resulting in 85% engagement outcomes above global benchmarks whilst maintaining 9% year on year productivity. - Transformed the customer communications approach with over 50% reduction in home loan application forms, and over 50% reduction in calls due to confusing letter content. - Established the COE for Automation and Robotics that remains a Group capability today

Sydney

Leading the finance shared services function for the Westpac Group including Financial and Statutory reporting processes, Accounts payable

Sydney

Australia

Led the financial reporting for the Superannuation listed entities

Australia

Education record

Executive Education

Economics And Law

Education record