About
A confident senior leader in Customer Success and Operational Excellence, certified as a Lean Six Sigma Black Belt. Enthusiastic about operational efficiency and procedural improvements using Lean Six Sigma DMAIC methodologies to achieve consistent Full-Time Equivalent (FTE) savings. Experienced in Finance, Insurance, B2B Sales, and Marketing operations. Proven ability to build and coach strong operational teams of 20-120+ staff across customer success and remediation, including managing two call centers and over eight departments. Recognized for optimizing organizational workflow and delivering customer success initiatives, earning Shingo accreditation. Committed to elevating the customer experience through operational excellence.
Specialties
Sales Business Operations
People Management
Customer Success
Finance Operations
Call Centre Operations
Workforce Management
Process Improvement
Re-engineering
Remediation
Workforce Management
Work force Management
Career History
April 2017 - April 2019
Customer Advocacy and Remediation
Senior Manager
Selected to mentor and guide senior leadership across 4 major internal departments to design and apply various operational initiatives with a goal of achieving process excellence and effective production management for each department. Seconded to Senior Manager position advocating for customer concerns, providing recommendations to improve accessibility, managing general insurance risk and compliance matters, and representing the department in policy reviews.
Achievements:
Coached 11 Six Sigma Green Belt certified managers, ensuring each member felt supported and empowered to make decisions and problem solve with confidence and competence.
Facilitated 3 process re-engineering initiatives, resulting in 10+ FTE savings and reducing use of 4 resources for each department.
Effectively administered the stakeholder management program, involving conducting impact assessments, designing productivity training manuals, and delivering workshops to senior leadership.
Established a dedicated advocacy team within the department, committed to providing recommendations and strategies to address accessibility concerns and requirements for all insurance product offerings.
Identified and quantified the impact of potential issues raised by the branches, and effectively supported and managed the development of end-to-end remediation plans that benefited both the customers and branches.
April 2019- Sept 2020
RBS Customer Remediation
Senior Manager
Heading the operations stream, responsibilities involved facilitating remediation management for all qualifying issues, implementing control mitigants, and expanding the operations team at the offshore office in India.
Achievements:
Built and managed 2 onshore and offshore (India) remediation operations teams, successfully expanding the department from 2 to 35 analysts including 2 team managers, over 12 months.
Established an automated messaging system to conclude correspondence with customers receiving payment resulting in an improved end-to-end remediation experience for all customers and minimised unnecessary customer calls to branches.
Consolidated and automated a manual back-office process, by developing and applying 3 MS Excel data collection spreadsheets, thus improving operational efficiency from 14 to 5 handoffs.
Conducted consistent audit workshops with all upstream and downstream stakeholders to streamline all remediation processes and minimise customer impacts.
Streamlined workforce management of 3 streams of operations to ensure effective resource allocation.
Maximised data analysis output by establishing best practices and tools for conducting quality assurance on large datasets.
Sept 2020 – Nov 2022
Commonwealth Bank of Australia
Senior Manager
Reporting to the Executive, Customer Experience, the role is leading insurance product sales strategy and distribution strategies, performing analysis on regulatory and distribution changes, and managing end-to-end acquisition activity.
Achievements:
Delivered 3+ distribution and retention strategies, supporting the front-line network, digital contact strategy and marketing. Maximised channel distribution of insurance products for all channels.
Managed 3 managers, providing guidance on the Retail strategic sales agenda executing projects which enhanced the customer experience and retention with the brand and product offerings.
Developed and delivered customer insight initiatives which grew the portfolio consistently by obsessing over customer outcomes.
Collaborated with channels such as Branch, Lending, Digital, marketing to align the insurance distribution strategy with the communication strategy to become #1 in customer satisfaction.
From May 2023
Jands Audio & Lighting
Head of Operations
Leading the Customer Operations and Technical Systems teams in a B2B business. Driving transformational change across customer journey and leading the digital transformation projects. Design contract management policy to manage risk and infrastructure. Manage contracts and relations with suppliers, vendors, partners and other stakeholder management. Drive productivity initiatives across the business to enhance the customer & supplier journey. Deliver Transformational change projects, provide leadership and support to sales crew on the field and oversee their performance.
Professional Development
Certifications
- Certificate in Operational Excellence
- Lean Six Sigma (Black Belt)
- Lean Six Sigma (Green Belt)
- Project Management
Training
- Agile Coaching
- Capability Coaching
- Advance Project Management
- Advance Leadership fundamentals