Sydney, New South Wales, Australia
I am an innovative and respected leader, motivating high performance teams with integrity to collaborate with cross-functional stakeholders, challenge the status quo, improve business results, and importantly, achieve better customer outcomes. With over 35+ years diverse Financial Services experience in major programs across Trustee Board Management, Application Management, Fund/Member Administration/Operational execution, Product Management and Development, Technical Services, Customer Centred Design, Offer Design/Development/Commercialisation, Project Management, Strategy Formulation/Implementation and Retention Intervention. My expertise extends across various markets segments including Superannuation (Industry, Corporate, Retail, Platforms) Investments (IDPS, Retail Managed Funds, Cash), SMSF and Retirement. The value my skills bring to any organisation is my ability to adapt to the business challenge at hand and to apply analytical thinking and creative problem-solving skills to deliver effective business and customer solutions. I am comfortable with ambiguity and excel in the challenge of strategy formulation through to strategy implementation. I am motivated by the sustainable growth of an organisation through innovation and value delivery. I have expertise in strategy formulation as well as offer design, development, and commercialisation. I also have a keen interest in technology, and how it is evolving in our industry. I have successfully delivered numerous programs and one of my core strengths is in building a strong effective team with diverse skills that challenge the status quo to improve business results and enhance customer outcomes. My career to-date illustrates my versatility as well as my agility in adapting to changing priorities and market conditions. I am hard working and resilient with a solid work ethic. I am results driven and deadline focussed, with a strong focus on risk management. Professionally, I am passionate about making a difference to members/investors by helping them to be better informed and actively engaged with their finances so that they can achieve their wealth and retirement goals. And most importantly, I am curious about how customers think about their finances at every stage of their life. And finally, respect, fairness, and integrity form part of my core values, especially in diplomatically managing stakeholders to achieve a shared vision – which is fundamental to every successful organisational outcome.
- Led the development of CX&G ‘go forward’ Retention Strategy including the implementation of segmented retention activity to drive increased inflows. - Reduced attrition rate 0.7% below FY’21 target through various engagement and retention activities (dedicated quarterly campaigns, and approx. 3 million engagement e-mails). - Developed and implemented four-month member/employer and adviser engagement strategy for APA failure (pre and post notification) resulting in lower than forecasted APA related outflow (by 19%). - Improved member engagement metrics from 25.76% to over 50% (double the industry benchmark – 24.8%), via introduction of monthly communication showcasing engaging and informative content to Members, Advisers and Employers through multiple channels (40 articles over 21 months, how-to-videos, educational videos, member webinars) working with 40+ stakeholders. - Member validation of engagement approach consistently scoring 4/5 rating. - Improved data capability to streamline and scale delivery of monthly communications to entire database. - Delivered member insights/data analysis to identify retention intervention opportunities.
Agile Train Establishment: o Delivered the agile train strategy and implemented the structure and processes for the establishment of an Agile train (spanning 9 squads and 60 team members) in conjunction with independent consultants. o Developed and delivered training to set up agile train to support the modus operandi. APRA Heatmap and Re-pricing Implementation: o Responsible for the project management for the implementation of BT Super re-pricing strategy and external response to the initial APRA heatmap. - Adviser Retention Support: o Designed the Adviser Insights Dashboard concept, leveraging Platform data to deliver customer insight to help Adviser to improve their advice offer. o Supported the Panorama Migration de-risking Adviser onboarding by mapping process to identify potential process and experience gaps. - Adviser Servicing Enhancements: o Delivered a segmentation churn model that identified Advisers – stable, growing or exiting so that servicing can be aligned to growth activity (i.e., beyond traditional tiered FuM servicing model). o Identified 5 critical Adviser focused service improvements/service cost reduction opportunities, delivered the business case and technology solution for the largest opportunity resulting in 20% reduction in Adviser calls. o Delivered advised client research to understand the Platform’s role in supporting Advised customers. COVID-19 Support: o Delivered multi-channel member support model in response to COVID-19 (went live the same day the early release program was announced). o Launched (450k) monthly member communication during COVID so that members were pro-actively informed about and engaged with their super.
- Designed the future Previously Advised Customer (PAC) service and customer experience model to support 50k existing PAC customers ($5B FuM) housed across 6 core product ranges/registry systems and supporting advised customers opting out of Advice because of Westpac divestment of the Advice business. - Delivered (in conjunction with Data team) a prototype demonstrating the economic value of a single view of customers spanning multiple data systems to help inform the future service model. - Contributed to the ideation and design of the future customer experience straddling multiple products throughout every life stage (cradle to grave).
- Development of Panorama offer conceptualisation (Separately Managed Accounts (SMA) and Direct Offers), including comprehensive market testing, CVP, product design, delivery roadmap, viability and profitability/commercialisation, distribution strategy, take to market strategy). SMA capability would generate a new revenue stream for Panorama. - Led cross functional team of product developers, operational SMEs and conceptual designers, distribution, and marketing SMEs) to implement components of Panorama Offers. - Formulated the Target Product Architecture for Panorama suite of products. - Oversight of design and development activity (review of wireframes and customer experience, generation of business requirements, technology build prioritisation and testing outcomes). - Generated and evaluated new product ideas and submitted proposals for prioritisation/approval.
- Business lead (and lead author) of 500-page RFI for the technology software vendor and business evaluation. - Led the development of SMSF prototyping and opportunity assessment/business case formulation. - Led the initial design of the first Cash offer and 1st round of business requirement development. - Management of the Equities strategy development. - Led the formulation of product development and design methodology used to build the new platform. - Formulated (in conjunction with lead architect) capability delivery roadmap for phased market launch.
- Led the design team to deliver the prototypes and concepts to illustrate future sales and service architecture for the Panorama platform. Prototypes and aspirational concepts used to help secure funding (approx. $500m) for establishment of Transformation Division to deliver state-of-the art Platform (2010). - Formulated Equities program business case securing $15million development funding and delivered phase 1 of the program – Wrap’s new Tax tools and enhanced Trading screen project ($7m). - In parallel, managed the day-to-day responsibilities of Wrap Platform Development including new concept development, delivered Platform pricing review, managed the continuous improvement program and annual BSR product development submissions. - Secondment for six months to lead the design team for the first CCD prototyping project within BTFG focusing on the future online Adviser and Customer experience (project FACE) (2007).