Experience

InfoChoice

• Financial Services
• 1 - 100 Employee

• Chief Executive Officer

  • Feb 2019 - Present



iSelect

• Australia
• Consumer Services
• 200 - 300 Employee

• General Manager - InfoChoice

  • May 2018 - 2019



iPrimus

• Australia
• Telecommunications
• 1 - 100 Employee

• General Manager

  • Nov 2016 - May 2018

  Responsibilities: • Reporting Directly to CEO – Consumer. Member of the executive leadership team for Consumer Division and the Senior Leadership Team, SLT for the Vocus Group • End-to-end business responsibility and bottom line accountability for a $200m business • Setting the operational plan & vision – delivery of growth • Go to market strategy – product development and product management, marketing, sales, operations, customer service, credit and retention functions • Full P&L responsibility, setting budgets, reforecasting, SG&A and ROI improvements, cost to acquire, cost to serve and FTE reduction • Lead and manage 800 FTEs through direct and dotted line reporting • Work with Bain and Co to improve group wide operational efficiencies • Drive digital transformation to reduce reliance on contact center and increase online conversion • Led strategic partnerships and third party alliance relationships with digital and contact center based aggregators and comparators • Consolidation of secondary brands, Amnet, Club Telco, Engine and Eftel • Work closely with data and analytics team to improve proactive retention. Drive better marketing acquisition outcomes through customer segmentation and cost attribution Achievements: • Efficiently relaunched a major 20 year old national telecommunications brand with over 250,000 services in operation • Increased average revenue per user and average margin per user. • Transformed a high cost outbound contact center model into a digital and inbound channel distribution business. Enabling significant improvements in lead and sale quality, increased lifetime customer value, early life churn reduction, improved credit and collections profile and decreased cost to acquire and cost to serve. • Devised business retention strategies, collaborated on data segmentation analysis to enable proactive customer retention. • Provided formal sign off on above and below the line marketing strategy, campaigns and budgets.



Dodo Services

• Australia
• Telecommunications
• 700 & Above Employee

• Manager - Financial Services

  • Jan 2013 - May 2018

  Responsibilities: • Reporting Directly to CEO – Mass Market • Head of end-to-end operations for all financial services products across the Mass Market Division (Dodo, iPrimus and Commander). Led both B2C and B2B business operations. • Policy formation and development of a compliance manual to obtain an AFSL for distribution of insurance products • Setup outsourced call center distribution for a newly created financial services division • Undergo annual AFSL Audits, head of compliance risk committee, ASIC and APRA reporting. Go to market strategy – build roadmap for direct to consumer insurance products, pricing, loading, commissions and bundling • P&L accountability for Insurance product lines. • Digital funnel optimisation, quote estimate improvements, remarketing EDM customisation • Assess leading and lagging indicators, cooling off, not take up, early life cancellations, mid-term term cancellations and non-renewals. Drive lead and sales volumes to achieve business KPIs in GWP, NEP. • Ensure portfolio quality, claims management and indemnity assessment. Achievements: • ASIC approved sole Responsible Manager on the Dodo Insurance Australian Financial Services License, AFSL • Largest white label partner for Auto & General Insurance Company as measured by month on month GWP, portfolio size and the deepest product portfolio: Motor Insurance, Home Insurance, Travel Insurance and Roadside Assistance. • Formulated board presentations for white label credit cards, home loans and health insurance • Effectively managed a high performing team of 45 FTEs • Ensured highest standards of compliance quality are adhered to. Continuously met all licensing, regulatory, commercial and external audit requirements. • Led third party distribution channels to become one of the largest vertical participants on Compare the Market, Canstar, Finder and Mozo. • Led the operations of Commander Finance and FlexiGroup partnership



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Banker

  • Oct 2009 - Dec 2012

  Responsibilities: • Achieving agreed customer service and business/sales outcomes • Building and managing a portfolio of referral agents and external networks • Proactively growing a portfolio of internal clients • Demonstrate ability to meet KPIs and business objectives • Provide business opportunities to cross-sell (lending, banking and insurance products) by identifying customer’s needs and referring to other financial specialists • Achieving the required benchmarks in compliance and error rates. Achievements: • Selected by the region to fill-in as Acting Sales Manager • Having to conduct meetings and manage a team of 8-10 bankers • Received an achievement award for 100% compliance from Executive GM for Third Party Banking at the CBA • Exceeded KPI expectations in compliance, error rate, cross-sales and mortgage revenue targets (170%) in first 6 months of employment • Relationship managed a portfolio of third party referral sources • Exceeded required measures for customer satisfaction



The Lending House

• Director

  • Mar 2003 - Oct 2009

  Responsibilities: • End to end responsibility for a consumer and commercial lending aggregator business • Develop and manage relationships with new and existing sub-agents and lenders • Obtain understanding of products and liaise with national bank managers on customer problem resolution • Sales of Personal Loan, Equipment Leasing and General Insurance products via a broker network • Generation and payment of commission and other monthly reporting statements • Credit assessment and preparation of credit submissions • Team leading and management • Spearheaded all marketing campaigns Achievements: • Developed and maintained business relationships with over 400 sub-agents Effectively became the first company to run a pilot third party consumer lending program with HSBC and Citibank • Established critical partnership with lenders to provide a diverse product range to our referral network • Became the single biggest volume generating company for Macquarie Bank (Fundcorp) and Allsurity Finance in personal loans • Established business relationships with two major industry aggregators FastTrack and Connective and overseeing their consumer lending requirements via the broker channel



Wealthlink Group Australia

• General Manager - Consumer Lending

  • 2001 - 2004

  Responsibilities: • Credit assessment • Reporting directly to Chief Operating Officer • Cross-selling insurance products, asset finance, consumer loans and mortgages • Third party broker channel development Achievements: • Established the consumer lending division of the business • Became the biggest aggregator for Top 5 Bank • Diversified the lender panel to cater for conforming and non-conforming clients • Collaborated with funders on product development Responsibilities: • Credit assessment • Reporting directly to Chief Operating Officer • Cross-selling insurance products, asset finance, consumer loans and mortgages • Third party broker channel development Achievements: • Established the consumer lending division of the business • Became the biggest aggregator for Top 5 Bank • Diversified the lender panel to cater for conforming and non-conforming clients • Collaborated with funders on product development