Chief Executive Officer

• Dec 2022 - Present

Chief Operating Officer

• Aug 2021 - Present

Head of Operations and HR

• Dec 2016 - Jun 2021

Head of Business Management - People, Communications and Governance

• May 2013 - Dec 2016

Management of all localised operational support including finance, risk, reporting/MI, some technology i.e. Legal Practice Management System, Business Improvement, Project Delivery, Discretionary Funding Mgt, Accounts Payable (for Legal), Process Documentation.

Head of Operations, Talent and Capability

• Dec 2012 - May 2013

To provide operational support to the GM and Leadership Team if the Talent and Capability business. Services provided included reporting/MI, risk management, business improvement, finance and discretionary funding and logistical services.

Head of Case Management, NAB Resolve

• May 2011 - Dec 2012

Responsibility for all complaint case management teams at nab, including both internal and external dispute resolution. Responsibility for capture of complaints in the front line as well as working relationship with the Financial Ombudsman and broader dispute resolution community across Financial Services. Responsibility for all complaint case management teams at nab, including both internal and external dispute resolution. Responsibility for capture of complaints in the front line as well as working relationship with the Financial Ombudsman and broader dispute resolution community across Financial Services.

Head of Portfolio Management and Communication, Contact Centres

• 2009 - May 2011

Overall responsibility for all communications across 1300 seat contact centres. Accountability for change and demand management and key point of relationship management between contact centre and "the business". 2IC to General Manager.

Head of Portfolio Management and Communications

• Aug 2009 - Mar 2011

Delivering effective internal communications to approx. 1300 seat Call Centre operation• Developing new channels and methods to improve effectiveness of internal communications• Managing all stakeholder relationships between Call Centre and broader NAB Business, including explanations of results, development of new initiatives and tactical and strategic input on behalf of Call Centre• Managing pipeline of change, including prioritisation, planning and execution of all change that impacts Call Centre• Implementation of all Change initiatives that impacts Call Centre – ranging from minor campaigns and communications to Major Projects, Product Launches etc. • Delivery of $4.8m Cost Reduction investment across Call Centre • Acting as General Manager, CCC during periods of absence and as delegation is required

Head of Customer Experience and Capability

• Sep 2008 - Aug 2009

Responsibility for the customer experience of approximately 1.2 million credit card customers as well as accountability for the successful execution of marketing campaigns, direct customer comms, system and pricing changes.

Portfolio Manager

• Mar 2006 - Jan 2007

To manage a portfolio of approximately 1.2 million credit card customers, ensuring the optimisation of profit, retention of customers and reduction of operating costs. To manage a portfolio of approximately 1.2 million credit card customers, ensuring the optimisation of profit, retention of customers and reduction of operating costs.