Xaviero Galan Email & Phone Number

Sydney, New South Wales, Australia

Australia

Developed and empowered the front line within the Broker Claims team bysimplified process and use of Delegated Authority. Ensured each team member has a baseline development plan for the BrokerClaims Team to secure consistency and alignment across the team.Improved recruitment and onboarding strategies to improve retention forHollardites. Meaningful development conversations with clear careerpathways.Designed and execution of R&R program that reinforces the purpose andstrategy for Operations.Collaborated with the Broker Claims Leadership Team to establish clearresponsibilities and achieve consistent results.Elevated the capability of front-line personnel and implemented a "AskOnce" approach to expedite claim settlements.Aligned process and communication across the team to ensure consistentBroker experience. Adopted a One Broker One Way approach to ensure that whenever a Brokerinteracts with Hollard, they receive a consistent experience. Process alignment, including engagement with frontline on how processesshould work. Drove accountability for first line of defence with the business. Implemented an effective system for identifying and addressing incidents,aligned with established frameworks and deadlines.Ensured effective implementation of new processes and systems withinOperations Drive Operations Strategy and North Star in all communications,change management and transformation activities.

Australia

Operated within a matrix management structure, overseeing the activities ofdivision level managers, operations, sales, finance, human resources, safety,and compliance.Established and administered annual budget with controls to preventoverages, minimize burn rate and support sustainability objectives.Developed and optimized organizational systems to boost efficiency andkeep operations scalable and agile for changing demands. Directed product flow and informed management of delays and challenges,as well as suggested resolutions. Facilitated the recruitment, hiring, and training of the initial staff, ensuring theestablishment of critical internal functions and the definition of roles withinthe newly established organization. Assigned daily tasks to team members,contributing to improved productivity and efficiency.Overseen the daily operations of back office and customer service whileproviding coaching and training to enhance their skills and abilities in theservice industry. Collaborated with multiple departments to formulate andestablish the organization's mission and vision statements.Developed and implemented high-quality work environment as measuredthrough employee satisfaction ratings. Facilitated training and provided coaching to team members to ensure theattainment of high levels of productivity and performance.Oversaw day-to-day business activities, executing innovative approaches toattain revenue growth and organizational expansion objectives.Supported top-level decision-making and strategy planning, forgingproductive relationships with top leaders and serving as key advocate forvarious personnel issues. Developed comprehensive training and development programmes thatenabled seamless team transitions and new employee orientation, which ledto a 10% increase in customer loyalty as a result of superior customerservice.

Sydney, New South Wales, Australia

Devised processes to boost long-term business success and increase profitlevels. Implemented and managed an annual budget with measures in place toprevent excessive expenditures, reduce burn rate, and align withsustainability goals.Established a constructive communication system between the leadershipand staff of the unit, mitigating misunderstandings and ensuring timelycompletion of tasks.Formulated processes to improve assistance to support groups, resulting inreduction of downtime and financial loss. Evaluated supplier quality to sustain cost-effective operations and enhanceoverall business performance. Implemented, upheld, and refined internalprotocols to ensure prompt response to requirements.Planned and resourced personnel and logistics for operations componentexercises resulting in highly trained personnel ready to act quickly in criticalroles. Enhancement of productivity key performance indicators through facilitationof training sessions on operational procedures and safety protocols.Facilitated the establishment of key internal functions and defined the scopeof positions for the new organization through the recruitment, hiring, andtraining of initial personnel.Managed daily operations, orchestrating forward-thinking strategies toaccomplish profit and expansion goals. Successfully oversaw a team of 30 individuals across 5 departments,contributing to a 15% increase in annual revenue.

Sydney, Australia

Developed operational plans to align with established schedules and tookinto consideration order demands and business forecasts.Regularly analysed customer behaviour patterns and market trends toinform sales strategies and ensure attainment of sales objectives.Conducted thorough analysis of reports to assess organizationalperformance, identify areas for improvement, and initiate change.Implemented and maintained effective inventory management, resulting in adecrease of shrinkage to 1% through vigilant oversight of daily operationsand stock levels.Facilitated training sessions to enhance the knowledge and skills ofemployees, resulting in increased profitability through the adoption of bestpractices and procedures.Drove revenues and team morale by developing and deploying salescontests. Achieved a 10% reduction in turnover through the implementation ofcomprehensive training, motivation, and employee engagement strategies.Revitalized underperforming teams to attain a productive and profitableoutcome, consistently surpassing sales projections by 15% throughexceptional customer service.Enhancement of profits through rigorous sales training, identification andresolution of profit and loss challenges, and imparting of essential salestactics and utilization of web-based collection system to new managers.Oversaw the management of workforce planning, customer retention andcustomer service operations for multiple branch locations.

Sydney, Australia

Coached sales associates in product specifications, sales incentives andselling techniques, significantly increasing customer satisfaction ratings.Reviewed and monitored scheduling, purchases and other expenses tomaintain quarterly budget. Managed store employees successfully in fast-paced environment throughproactive communication and positive feedback. Scheduled and led weekly store meetings for all employees to discuss salespromotions and new inventory while providing platforms for all to voiceconcerns. Rotated merchandise and displays to feature new products and promotions.Bolstered sales volume by implementing incentive program and initiatingadvanced employee training. Maximized sales and minimized shrinkage through excellent customerservice and adherence to standard practices. Coached sales associates on product knowledge by using wide variety oftraining tools. Maintained proper product levels and inventory controls for merchandiseand organized backroom to facilitate effective ordering and stock rotation.Set effective store schedules based on forecasted customer levels,individual employee knowledge and service requirements. Reviewed performance data to monitor and measure productivity, goalprogress and activity levels.

Marrickville

Managed 27 Harris Scarfe Department Store franchises and 5 BohemiaCrystal Retail Outlets Nationally. Secured budgeted sales at targeted gross profit margin and to effectivelyallocate retail staff and resources. Improved profit margins by streamliningoperations and workflow and negotiating competitive vendor contracts.Consulted with Director on any major issues and kept him informed on allmatters requiring his attention. Executed annual sales and profit budgets. Oversaw sales expenses forallocated accounts, franchise outlets within agreed company guidelines.Headed all aspects of retail business relationship including regular face toface and telephone communication. Organized new strategies in conjunction with retail business and to managespecialized advertising and incentive budget. Produced quarterly report on market intelligence and competitorinformation based on products, sales, and promotions. Planned set ranges for each store and maintain adequate stock levels andtrack stock movements with prompt replenishment. Created franchise retail price list making sure appropriate gross profit marginis achieved and maintained. Planned and implemented in-store specials and blanket discountpromotions. Ensured all Shrinkage and Discrepancy reports are actioned. Improvedtraining and development of all staff. Spearheaded all new sites with lessors, shopfitters, as well as employmentof new staff and set-up.

Birkenhead Point

Implemented culture in store that brings Nike brand to life. Ensured servicestrategies are communicated and reinforced to drive customer-focusedsales and service culture to maximize revenue. Implemented and utilize recognition, rewards, and incentives as consistentapproach to motivate and inspire team. Formed overall leadership and people management of store includingproductivity recruiting and hiring top talent, performance management andcoaching, supporting HR strategy. Led and maintained positive and motivating work environment thatembodies and supports Nike Retail’s mission, values and maxims. Monitoredand took steps to optimize store performance metrics and KPI’s related tosales, revenue, wages, shrink, margin, and other measures. Formulatedfeedback to Factory Operations Manager to assist in creatingmonthly/annual store budgeting and forecasting processes that tie tooverall retail plan. Improved operational, visual presentation, shipping and receiving, marketing,PR, loss prevention, human resources, customer service, facilities andmaintenance activities of store. Ensured excellence in implementation of visual presentation standardsincluding markdown execution/transfer of product and seasonal flow.Secured store perimeter and enforced procedures to minimize losses andprotect store assets. Increased profits 20% by restructuring store layouts, enabling more efficientinventory management, financial planning, and sales performance metricanalysis.