Summary
Overview
Work History
Skills
Accomplishments
Skills Development
Timeline
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Mark Peno

Ashtonfield,NSW

Summary

Calm and personable leader with a strong ability to understand business operations and motivate teams towards excellence. Prioritizes employee well-being and fosters a sense of belonging. Believes in effective listening, minimising risk through controls strategic planning, resilience, and collaboration as keys to success. Committed to personal growth, leading by example with self-awareness and a balanced perspective to support and empower others.

Overview

21
21
years of professional experience

Work History

Manager – Service Excellence

nib Health Fund
01.2024 - Current
  • Lead and manage the Complaints, Training, Quality Assurance and Knowledge Management departments to enable operational success.
  • Enable our Member Services to deliver on our strategy and ensure company growth and expansion.
  • Drive operational efficiency.
  • Identify and enable digital first automation and capability to drive operational excellence.
  • Drive a strategic roadmap that maintains regulatory compliance and a future state best practice approach to Complaints, Training, Quality Assurance and Knowledge Management.
  • Supporting Group projects and initiatives and develop and maintain a strategy that uplifts tools, processes, and metrics.
  • Utilise insights from data and reviews to identify opportunities to improve the customer experience.
  • Present findings and recommendations with confidence to stakeholders.

Group Manager: Quality Assurance and Complaints

nib Health Fund
09.2020 - 01.2024
  • Execution and delivery of an aligned and consistent approach to quality and complaints management for the nib Group across Travel and PHI.
  • Develop and maintain a strategic roadmap that supports compliance with our regulatory bodies and maintain strong working relationships with AFCA & Commonwealth Ombudsman.
  • Utilise data to define opportunities that enhance the member and traveler experience at each of the identified key journey points.
  • Responsible for a workforce plan that optimises the operational performance across the Division.
  • Lead the quality and complaints leadership team to deliver ongoing support of day-to-day operations of the teams.
  • Drive a culture of excellence and superior performance that focuses on improving efficiencies.
  • Responsible for ensuring Complaints and QA metrics are achieved and insights understood and shared.
  • Develop leaders and their teams through mentoring, coaching and feedback in the moment.

Customer Solutions Manager (Complaints/Frontline Support & QA) – Australian Residents

nib Health Fund
05.2009 - 01.2020
  • Ensure all customer complaints and escalations via phone, email, social media and written are resolved effectively and cost efficiently.
  • Develop teams through mentoring, coaching and feedback in the moment.
  • Conduct cause analysis and champion product and process enhancement improvements.
  • Supply technical and process support to customers via a frontline Helpdesk.
  • Enhance the customer experience through an effective Quality Assurance function supporting the Contact Centre network.
  • Provide relationship management support to nib partners.
  • Manage nib’s relationship with the Private Health Insurance Ombudsman.
  • Maintain nib’s portion of fund complaints appropriate to market share.

Team Leader Contact Centre Sales & Service

nib Health Fund
01.2004 - 01.2009
  • Led cross-functional teams to enhance service delivery and operational efficiency.
  • Developed training programs to upskill team members on industry best practices.
  • Implemented process improvements that streamlined workflow and reduced turnaround times.
  • Facilitated stakeholder meetings to align team objectives with organizational goals.
  • Monitored performance metrics to ensure compliance with quality standards and regulations.
  • Analyzed customer feedback data to drive enhancements in service offerings and client satisfaction.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Team Leader, Contact Centre

Hunter Water Corporation
01.2004 - 01.2009
  • Led cross-functional teams to enhance service delivery and operational efficiency.
  • Developed training programs to upskill team members on industry best practices.
  • Implemented process improvements that streamlined workflow and reduced turnaround times.
  • Facilitated stakeholder meetings to align team objectives with organizational goals.
  • Monitored performance metrics to ensure compliance with quality standards and regulations.
  • Analyzed customer feedback data to drive enhancements in service offerings and client satisfaction.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Skills

  • Complaints management
  • Quality assurance
  • Compliance and risk leadership
  • Contact Centre Leadership
  • Change Leadership
  • Strategic program development
  • Analytical skills
  • Communication skills
  • Critical thinking
  • Coaching

Accomplishments

  • Led the forming of nib Health Group’s Quality Assurance and Complaints, Training and Knowledge functions into a 'Centre of Excellence', 01/01/24
  • Led the embedding of a more effective 'customer led' Quality Assurance Framework, nominated for the Auscontact Association innovation Award, 01/01/22
  • Led the change activities required of Travel Insurance complaint functions to be compliant with compliance standards requirements, including RG271 and GICOP standards
  • Led numerous successful Lean change activities which have embedded complaint prevention and Quality Assurance outputs, enhanced key performance results while always maintaining or enhancing team engagement

Skills Development

  • RG146 accredited.
  • Completed Internal Leadership Awareness Program (ILead) – nib.
  • Completed Finance for Non-Finance Managers – nib.
  • Completed ADKAR change model – nib.
  • Member of SOCAP (Society of Consumer Affairs Professionals) since 2010.
  • Completed Mental Health Awareness for Complaint Handlers – nib.
  • Handling Difficult Customers training – nib.
  • Certificate IV in Communications (Call Centres) Workplace Assessment – Westpac.
  • Linked in leaning courses in Conversational AI awareness, Strategic leadership.
  • Mentor loop Mentor champion.

Timeline

Manager – Service Excellence

nib Health Fund
01.2024 - Current

Group Manager: Quality Assurance and Complaints

nib Health Fund
09.2020 - 01.2024

Customer Solutions Manager (Complaints/Frontline Support & QA) – Australian Residents

nib Health Fund
05.2009 - 01.2020

Team Leader Contact Centre Sales & Service

nib Health Fund
01.2004 - 01.2009

Team Leader, Contact Centre

Hunter Water Corporation
01.2004 - 01.2009

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Mark Peno