Head of Growth

• Apr 2021 - Present

Head of Member Success & Business Coach

• Jul 2020 - Apr 2021

• Responsible for overarching member success and improving both member experience and results by identifying and implementating continuous improvement initiatives within the delivery framework;• Implemented member success reporting to identify at risk members and drive holistic improvements to delivery as well as individual retention activities to improve member outcomes;• Drive individual member outcomes through engaging and insightful coaching sessions, mapping out clear projects that will enable members to grow and scale their mortgage business, and assisting them in analysing their results to ensure benefit realisation.Achievements• Developed clear systems and processes to improve delivery framework, streamlining member communication, defining success criteria of the coach role, and improved information management and handover between the Advisor and Coaches;• Implemented member success reporting, that provided visibility of member results, identification of trends at a member and business growth level, and enabled proactive, focused intervention through increased visibility;• Successfully coached members to quickly realise business goals, with one member realising their 12-month goals within the first 6-months of our coaching relationship. Show less

Business Delivery Leader

• Jan 2019 - Oct 2019

Responsible for leading and mentoring a team of project managers, both permanent and contract, which included recruitment, development plans, performance management, and other general leadership duties. I guided the team through a department-wide restructure, providing certainty through transparent communication in a time of ambiguity and change. I was also responsible for overseeing the mini-portfolio of projects managed within my team, providing guidance and support to the project managers and ensuring the projects remained on track to deliver within the agreed project scope, budget, timeframes, and risk appetite. Achievements• Established rapport with a change-fatigued team, quickly implementing team routines and rituals that resulted in improved engagement;• Implemented a clear and transparent communication strategy, that empowered the team during a challenging restructure and ensured they maintained high levels of performance during a time of uncertainty and change;• Successfully oversaw the delivery of the team’s portfolio, that included complex projects spanning regulatory initiatives, claims, policy & portfolio. Show less

Senior Project Manager

• Apr 2019 - Aug 2019

Recruited to spearhead the delivery of a complex divestment transition and technological migration, liaising directly with our strategic external partner to ensure contractual obligations were met during delivery to achieve a successful outcome. I cultivated and directed a geographically dispersed project delivery team of >50 members spanning various internal departments and facilitated the negotiation of a suitable solution design meeting all requirements.Achievements• Successfully completed a condensed project discovery phase, due to delivery time constraints, managing to effectively facilitate the solution design and estimation to ensure a robust project plan for delivery; • Became a trusted business partner to the Executive Leadership Team, assisting with the complex navigation of developing a strategic relationship with a new external partner during a challenging transition;• Achieved delivery to demanding contractual obligations, all within the required timeframes whilst still maintaining the required quality within a low-risk appetite environment. Show less

Project Manager

• Jul 2016 - Jan 2019

Became a strategic business partner assisting business units to develop and deliver robust, value-adding solutions. I headed-up large, geographically dispersed project teams in the delivery of strategic or regulatory projects. I forged robust and effective working relationships with stakeholders through efficient and transparent communication and continuously ensured delivery within agreed project slides of scope, budget, time, risk, and quality.Achievements• Spearheaded the delivery of considerable regulatory projects, including NSW ESL, Stamp Duty Reform, and the ACCC Northern Australia Insurance Inquiry; • Became a project manager of choice on Group Partnering initiatives, successfully delivering multiple transitions to Suncorp’s business partners in India enabling significant cost efficiencies;• Successfully mentored 3 colleagues, all of whom achieved promotions within a project delivery role within 12 months. Show less

Business Analyst

• Feb 2015 - Jun 2016

Outbound Operations Officer (GIO Commercial Insurance)

• Nov 2010 - Feb 2015

Project Analyst

• May 2013 - Jul 2014

Outbound Retention (GIO Commercial Insurance)

• Aug 2009 - Nov 2010