Head of Client Acquisition & Retention

• Apr 2023 - Present

Consultant & Advisor

• Nov 2022 - Present

Responsible for guiding the business through the company's scale-up stage, improving staff processes and capability and working with MD on ongoing strategy. Responsible for guiding the business through the company's scale-up stage, improving staff processes and capability and working with MD on ongoing strategy.

Head of Australia & New Zealand

• Apr 2021 - Nov 2022

Responsible for transforming multiple underperforming business entities across different countries quickly for the ultimate sale of the company. Responsibilities: - Accountable as a local agent for a foreign company, working with lawyers, the head of global compliance and ASIC for regulatory updates and changes, improvements to AFSL and lodging documents - Successful management of P&L & forecasting for APAC region - Developing & executing strategic objectives - Management of staff across both Australia & New Zealand in multiple business units - Regional branding, Marketing & partnerships Achievements: - Increased revenue for the APAC region by 20% Year on year - Increased overall book size by 9% via sales channels - Worked with compliance head & SF dev to implement risk management procedure & requirement by FMA for NZ clients with a derivative product - Strategised & executed successful Winback campaign for re-engagement of lost clients across the APAC region - Over 100 clients in a 3 month period - Lead the operational closure of the Firma office in Sydney post-acquisition and transition into a new physical workplace. Show less

Team Leader - Consumer Clients

• Dec 2019 - Apr 2021

Responsible for taking an underperforming business unit to rebuild capability, use data to identify business improvement opportunities, and collaborate with senior management to develop strategies and manage risk as the company shifted resources. Responsible for taking an underperforming business unit to rebuild capability, use data to identify business improvement opportunities, and collaborate with senior management to develop strategies and manage risk as the company shifted resources.

Head of Customer Success / Non Broker Partner Manager

• Feb 2019 - Dec 2019

Responsible for driving the growth of the non-broker channel through the creation of and leading Acquisition & Retention team leaders. Developing and maturing local and international Non-Broker Partner (Lead generations & online businesses) working with the internal marketing teams and external digital agency to improve the quality of clients through SEO and PPC spend while building out our brand further.

Team leader - Relationship Managers

• Oct 2017 - Feb 2019

Responsible for the day-to-day management of the non-broker Acquisition & Retention team. Driving the team to achieve key business metrics including newly funded loans, retention of existing clients and telephony indicators.

Manager: Private Client Dealing and Client Relations

• Jun 2015 - Jun 2017

Responsible for the P&L of two account management teams (Consumer & E-commerce clients) as well as the creation of a Customer Service team that supported all front-line teams and interactions. Driving the acquisition of new clients and increasing branding by constantly working with marketing and external digital agency. Sourcing new partners through existing client base.

Foreign Exchange Dealer

• Aug 2013 - Jul 2015

Responsible for establishing, nurturing and proactively managing relationships with both private, corporate and e-commerce clients. Solution-based selling that drove positive client experience, long relationships and continued achievement of KPI's.

Operations Team Leader

• Feb 2013 - Aug 2013

Responsible as team leader of 3 staff. Key focus was to train and develop new staff, liaise with local and international counter-party banks regarding settlement issues, process and procedure updates and create operational solutions for clients where appropriate.

Operations Associate

• Nov 2011 - Feb 2013

Responsible for reconciling bank accounts, processing direct debits, adding and updating beneficiaries, obtaining SWIFT reports from banks, and recovering overdue funds.

Water sports specialist

• Apr 2011 - Aug 2011

Sales Consultant

• 2008 - 2009