General Manager Customer Operations

• Mar 2023 - Present

Executive Stream Lead - Digital Banking Integration Program

• Aug 2021 - Mar 2023

Leading the migration stream for the Digital Banking Integration program with UBank and 86400. Leading the migration stream for the Digital Banking Integration program with UBank and 86400.

Executive Manager Reconciliation and Dispute Services - Payment Operations

• Feb 2017 - Aug 2021

The Reconciliation and Dispute Services team is responsible for all card scheme-related issuer and acquirer disputes, a number of business customer establishment and maintenance activities, and performing ~7500 daily settlement and customer payment reconciliations for the CBA group. Accountable for an annual budget of $17m, and a team of approx 200 staff.CEO Excellence Team Award for the successful implementation of the new Global MasterCard Disputes Platform (Mastercom) into our issuer and acquirer business processes.CEO Excellence Team Award for the successful implementation of our Blue Prism robotics capability into our retail payments’ trace and recalls process. Show less

Head of Customer Verification Services - Operations

• Jul 2016 - Jan 2017

The Customer Verification Services (CVS) team complete the Anti-Money Laundering / Know Your Customer (AML/KYC) discovery, identification and verification activities of complex entities, at the time of customer on-boarding, for the Retail and Business Banking divisions'. My role held the accountability for an annual budget of $10m, and a team of approximately 50 staff based in Auckland, New Zealand.

Executive Manager Business Development - Operations

• Jan 2015 - Jan 2017

My role was to manage the Group Operations (GO) strategic agenda by designing, developing and supporting the execution of long-term GO strategic objectives which included the establishment of the Operational Centres of Excellence.CEO Service Team Award and Enterprise Services’ Annual Leading Lights Team Award for delivering a new fully operational business function within 13 weeks in Auckland, New Zealand.

Executive Manager Portfolio and Delivery - Operations

• Apr 2014 - Dec 2014

My role was to be accountable for the prioritisation of the Group Operations’ project portfolio and for delivery of a number of large key program initiatives. Established a single view across the entire project portfolio which provided the Group Operations’ Leadership team the necessary information to enable them to make better / more informed prioritisation decisions. Successfully delivered a number of large project initiatives which included the Deceased Estates platform uplift, and Remote Image Capture (RIC) / Cheque Image Exchange. Show less

Executive Manager Productivity

• Mar 2011 - Mar 2014

With productivity forming an integral part of CBA's strategic priorities, the business productivity improvement team was established. My role was to establish a productivity plan for the Retail Banking business, and educate and drive the shift in mind-sets towards achieving this plan.Then as part of the Retail Bank’s 3-Year Productivity Strategy, the Procurement Stream was established as an area of opportunity to target cost savings and process efficiencies. My role was to lead a team of dedicated business resources to accelerate the delivery of these efficiencies. CEO Productivity Team Award for delivering $34m in annualised savings by consolidating supplier spend and eliminating waste in our business processes. Show less

Executive Manager - Regulatory Strategy & Implementation

• Sep 2009 - Feb 2011

Led a team of 50 project resources to ensure that the Retail Bank was fully compliant with the new Unfair Contracts (UCT) and National Consumer Credit Protection (NCCP) legislation by the imposed deadline.Winner of an Enterprise Services’ Annual Leading Lights Team Award where the team was recognised for service excellence and consistently working to achieve CBA's customer satisfaction goal.

Numerous Finance roles (Head of, Executive Manager, and Manager)

• Oct 2005 - Aug 2009

Held a number of senior roles within the finance division. Some of my key deliverables included: preparation and analysis of the Bank’s profit announcement, preparation of CFO board reports, competitor analysis and insights, product benchmarking requests, compiling quarterly trading updates, member of the CBA Product Pricing Committee, and involvement in product strategies, business plans, and new business product launches.

Assistant Manager - Risk & Advisory Services (RAS)

• Jan 2005 - Aug 2005

Finance Manager

• Apr 2004 - Dec 2004