Coach, Facilitator and Professional Mentor

• Jul 2020 - Present

Facilitator and Coach

• Jun 2021 - Present

Group Executive, Service Excellence (SX)

• Sep 2018 - Dec 2019

• Contribute to the development, review, and implementation of ME’s 3 year Strategic Business Plan for SX• Inspire a collaborative and fun enterprise working culture – fostering open and honest teams to work together efficiently, encouraging continuous learning and the ability to speak up when things don’t appear right• Optimise the operational performance across SX to improve customer experience reduce cost and increase employee engagement• Develop, implement and monitor a Governance & Reporting Framework, inclusive of Risk Management Frameworks (RFM), Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF)• Define and monitor requirements for SX in relation to new technologies, financial performance and the importance of data quality • Developing and leading the execution of ME’s approach to customer service and remediation - identifying, monitoring and tracking customer complaints and escalating issues

Group Executive, Sales

• Jun 2014 - Sep 2018

• Drive performance and business growth on a national basis through the leadership of a diverse team across Broker, Retail and Direct Sales• Develop and execute the 3 year Home Loan Distribution Strategy roadmap • Drive optimisation of exceptional customer service levels in acquisition life cycle of customer home loan journey• Build and maintain relationships with third parties, focusing on broker aggregators and network partnerships• Raised Sales engagement scores from 40% - 80% in 2 years • Oversee the development and ongoing management of processes that are consistent with excellent and efficient customer service

General Manager, Retail Channels

• Jun 2013 - Jun 2014

• National accountability for delivering the Retail sales growth in accordance with the business plan, increasing customer numbers, member take up, products per customer and improving overall customer experience through the retail channel• Driving shared KPI’s and cross-collaboration across all Sales Channels to ensure the best outcome for the bank in each state• Understand and manage relationships with relevant third parties (eg. customers, suppliers, regulators) to produce successful business results• Oversee the development and ongoing management of processes that are consistent with excellent and efficient customer service and which provide clear and easy to follow instructions for staff

General Manager, Service to Sales

• Nov 2011 - Jun 2013

• Responsible for leading and influencing Sales outcomes and capability across the ME Bank Service & Operations group• Responsible to deliver the Operational components in accordance with the Bank's Direct Sales strategy• Leading the team in an environment of constant change and ambiguity

Lending Services - Head of Business Capability

• Feb 2010 - Oct 2011

• Develop strategic and tactical plans for Lending Services in collaboration with the leadership team that aligned with the Group’s strategy as part of the broader transformation initiatives• Develop staff capabilities by conducting capability assessments and designing initiatives that address skill gaps• Manage third party supplier performance including relationship management, SLA adherence and metrics• Coordinate the capability and performance of Lending Services by reviewing, outsourcing, offshoring, streamlining, automating and integrating functions to achieve best practice and cost benefits within Lending Services overall region

Head of Service Delivery

• Sep 2006 - Feb 2010

• Coordinate an effective integration between the project work streams, operations team and lending services production resources, striving to achieve desired business outcomes• Manage and supervise 120 staff across the Retail production team• Promote strategic thinking and stakeholder management, optimising outcomes for the division and region

National Key Accounts Manager

• Sep 2005 - Aug 2006

• National market share of aggregator business increased by 100% within 6 months • Build and sustain effective working relationships and alliances with national broker groups accredited with Citibank • Assume responsibility for increasing Citibank’s market share with the national broker groups • National market share of aggregator business increased by 100% within 6 months • Build and sustain effective working relationships and alliances with national broker groups accredited with Citibank • Assume responsibility for increasing Citibank’s market share with the national broker groups

Head Of Business Operations

• Sep 2004 - Jul 2005

• Plan and direct operational policies and procedures, roll-outs and initiatives for the Residential, Commercial, Consumer Credit Insurance, Wealth Management and Commissions/Member Services departments• Participate in developing operational policy and strategic plans in designated areas of responsibility• Work closely with the executive team to evaluate and develop operational strategy and performance

National Sales Manager

• Sep 2002 - Sep 2004

• Manage state sales team towards a goal of profitable revenue growth and optimal sales.• Ensure compliance and standard procedures are met by the State Sales Teams • Assist Directors with key projects such as training programs and strategic priorities

State Manager

• Jul 1996 - Sep 2002

• Set-up business operations of AFG in South Australia and Northern Territory from a zero client base achieved via the development of effective relationships, alliances, and networks• Actively pursue new business development opportunities and markets to increase market share.• Manage statewide operations including staff leadership, resource allocation and profitability.