Manager, Customer Success

• Aug 2023 - Present

Senior Customer Success Manager

• Jul 2022 - Present

Senior Manager, Relationships and Business Development Australasia

• Aug 2019 - Jul 2022

Results-focused executive with extensive experience leading high performing sales and service teams exceeding sales targets and other key performance metrics. Proven finance background in sales and relationship management. Collaborative leader skilled at fostering and maintaining relationships with key stakeholders at varying levels of organisations’ to drive productive change. Analytical professional able to review and advise on existing processes and identify opportunities to enhance… Show more Results-focused executive with extensive experience leading high performing sales and service teams exceeding sales targets and other key performance metrics. Proven finance background in sales and relationship management. Collaborative leader skilled at fostering and maintaining relationships with key stakeholders at varying levels of organisations’ to drive productive change. Analytical professional able to review and advise on existing processes and identify opportunities to enhance accuracy and overall efficiency in cost, CX and UX. Strong passion for innovation and change and superior customer service. Demonstrated success excelling in fast-paced, high-stress environments with poise and professionalism. Show less Results-focused executive with extensive experience leading high performing sales and service teams exceeding sales targets and other key performance metrics. Proven finance background in sales and relationship management. Collaborative leader skilled at fostering and maintaining relationships with key stakeholders at varying levels of organisations’ to drive productive change. Analytical professional able to review and advise on existing processes and identify opportunities to enhance… Show more Results-focused executive with extensive experience leading high performing sales and service teams exceeding sales targets and other key performance metrics. Proven finance background in sales and relationship management. Collaborative leader skilled at fostering and maintaining relationships with key stakeholders at varying levels of organisations’ to drive productive change. Analytical professional able to review and advise on existing processes and identify opportunities to enhance accuracy and overall efficiency in cost, CX and UX. Strong passion for innovation and change and superior customer service. Demonstrated success excelling in fast-paced, high-stress environments with poise and professionalism. Show less

Product Business Development Manager

• Sep 2017 - Jan 2019

In my role as Product Business Development Manager, I developed and implemented a detailed strategy to expand market knowledge of transactional banking products across the commercial, corporate, and business banking lines of business. Also, I analysed product sales and customer feedback to improve targeted areas across the bank. I was most proud of my ability to streamline transactional banking procedures across divisions while targeting all customer segments to elevate sales activities… Show more In my role as Product Business Development Manager, I developed and implemented a detailed strategy to expand market knowledge of transactional banking products across the commercial, corporate, and business banking lines of business. Also, I analysed product sales and customer feedback to improve targeted areas across the bank. I was most proud of my ability to streamline transactional banking procedures across divisions while targeting all customer segments to elevate sales activities generating increased incremental revenue. My primary duties and responsibilities included creating initiatives to drive positive outcomes with on-time and high-quality project deliverables, as well as reviewing processes and products across five business units in collaboration with risk and compliance teams. Additionally, I tailored training, collateral, and pricing for each banking group and frontline staff. I segmented products by industry segment and business unit for higher penetration.

Team Head, Global Client Experience

• Aug 2016 - Sep 2017

In this role, I executed a global client experience strategy that was focused on large corporate and financial institutions within the portfolio in support of the company’s vision to become one of the world’s great service companies. I also established a culture to ensure exceptional client experiences by providing superior service to internal and external stakeholders. I identified trends in emerging and repetitive service escalations implementing action plans as appropriate. Additionally, I… Show more In this role, I executed a global client experience strategy that was focused on large corporate and financial institutions within the portfolio in support of the company’s vision to become one of the world’s great service companies. I also established a culture to ensure exceptional client experiences by providing superior service to internal and external stakeholders. I identified trends in emerging and repetitive service escalations implementing action plans as appropriate. Additionally, I determined cross-sell opportunities for referral to the sales team, as well as performed data mapping and documentation allowing for better workflows and consistent service delivery.

Team Head Client Account Manager, Liquidity and Cash Management

• Aug 2013 - Aug 2016

In Client Account Management, Liquidity, and Cash Management Head role, I oversaw a team of client service and account managers in supporting high-valued global liquidity and cash management clients. My primary responsibilities including facilitating growth in ancillary revenue from existing portfolios and optimizing business processes. I conducted comprehensive analysis and executed customer relationship strategies pinpointing cross-sell opportunities. In addition, I presented client feedback… Show more In Client Account Management, Liquidity, and Cash Management Head role, I oversaw a team of client service and account managers in supporting high-valued global liquidity and cash management clients. My primary responsibilities including facilitating growth in ancillary revenue from existing portfolios and optimizing business processes. I conducted comprehensive analysis and executed customer relationship strategies pinpointing cross-sell opportunities. In addition, I presented client feedback to product management and operations teams to create dedicated solutions ensuring competitiveness in domestic and international markets.

Business Development Manager

• Aug 2011 - Aug 2013

In this role , I maintained and grew payments and cash management revenue both within Australia and across the region by identifying, developing and delivering long term new to bank clients across Global Banking and Corporate banking segments. I provided insight and advisory to clients on treasury and liquidity management structures and delivered financial and operational efficiencies to enable the key objectives of treasures and CFOs while also working with other specialists to further… Show more In this role , I maintained and grew payments and cash management revenue both within Australia and across the region by identifying, developing and delivering long term new to bank clients across Global Banking and Corporate banking segments. I provided insight and advisory to clients on treasury and liquidity management structures and delivered financial and operational efficiencies to enable the key objectives of treasures and CFOs while also working with other specialists to further developing the relationship strength to maximise client share of wallet.

Key Account Manager

• Jul 1998 - Feb 2001

Financial Markets Specialist

• Mar 1991 - Jun 1998

Derivatives, Treasury Bonds and Foreign Exchange products Derivatives, Treasury Bonds and Foreign Exchange products