Designed new policy & procedures to ensure compliance with regulatory direction for Allianz Australia’s public document and partner management policy ensuring the cultural change is sustainable
Increased CEX score by 47 points through a business process redesign program for Vodafone India’s outsourced B2B call centre and back office in Pune. Project was awarded an independent industry award for the best CEX program across multiple industries
Reduced costs by more than $3 million annually for BT Financial Services by implementing a new management framework and redesigned business processes in their advice support services.
Increased productivity by more than 20% for Vodafone Ireland’s outsourced call centre in Cairo with redesigned business processes
Raised retention rates by more than 40% for Vodacom outsourced retention call centre with Bytes South Africa and WNS business services in Johannesburg by designing and implementing new business processes
Optimized productivity for the Commonwealth Bank Mortgage Services centre by more than 25% implementing a leadership framework and optimised workload management
Worked with AMPs Corporate Super Call Centre leadership team and increased productivity by more than 25% implementing an operations management framework and new team leader management methodologies.
Worked both internally with the Kinetic Member Services team and with their outsourced adminsitration services at AAS to increase the retention of members by over 40% and increase to total funds under management (FUM) by designing and implementing new procedures.
Worked with the QSuper Member Contact Centre to design new procedures, implement a new management framework and introduce a new induction program resulting in a reduction in onboarding time and an overall productivity improvement of more that 27%