Cath Mortlock

• Day to Day leadership of the Operations team to enhance an exceptional customer experience for 1.2m orders annually
• Manage large-scale projects and introduce new systems, tools, and processes to achieve challenging objectives across the business, including decreasing CPD (Cost per Deliver ), CPO (Cost Per Order) and offshoring of the Customer Service function to the Philippines
• Effectively managed P&L to budget
• Embed a customer listening strategy across the business and use key insights to have a culture of customer centricity across all areas of the business.

GMC Business Services is a consultancy service, based in Sydney. Founded in September 2021, the business provides tailored solutions to address challenging company issues to drive an increase in revenue while improving both customer and employee satisfaction

• Developed impactful business strategy with clients to drive business development and improvement
• Coaching the Managing Director and Leadership Team to develop talents and competencies within individuals
• Managed daily operations while overseeing multiple locations to foster increased productivity.
• Assisted company executives during decision-making process by compiling daily reports to suggest corrective action.

• Lead and developed team of geographically dispersed Sales and New Business teams across B2B/C Sales, to increase revenue via salary packaging and leasing sign ups across relevant fields in Australia
• Developed innovative sales and marketing strategies to facilitate 35% increase in lead generation via EDM campaign
• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.

• Lead and manage the day to day Operations of the Insurance business, ensuring compliance to relevant regulatory requirements
• Successfully implemented new hybrid working model within 2 months, whilst ensuring employee satisfaction and Net Promoter Scores remained elevated (Employee Satisfaction 70% and NPS +76%)
• Develop and implemented restructure of the Operations and Sales team to ensure optimal Customer and Business outcomes, effectively reducing overall headcount in the business, saving ~$1.7M
• Launched new Insurance product under deferred sales model and digital platform (SaaS). Operational readiness project completed, including training and customer journey via Omni channel on budget (Total program spend $5M)

• Responsible Manager under the Australian Financial Services License and a Responsible person to APRA
• Leadership of the Insurance Operations, Sales, Quality Assurance, Remediation and Learning and Development teams
• Responsible for the achievement of Sales targets across the Personal Loan and Credit Card Distribution teams to achieve $123m in Personal Loan and $100k in Credit Card Insurance Sales
• Key project member to develop and implement a new Insurance product under the Deferred Sales model, including identifying a new platform provider (Saas) and implementation of an Omni channel approach to sales

• Project lead for over 25 projects to reduce cost and improve processes within both the Insurance and greater Latitude business to improve the customer journey. Successfully reduced inbound call volumes by 35% YoY, driving a reduction in headcount of FTE (Cost saving of approx. $600K)
• Implemented NPS for the Insurance business with an average promoter score of +50
• Reduced the total number of complaints moving from stage 1 to stage 2 by 70% by developing clear customer and business strategies aligning with regulatory requirements. Therefore, reducing the cost to the business of $228K

• Enable both the Consumer and Commercial businesses to improve performance and compliance against regulation
• Led multiple projects within Operations; Eg: Responsible Lending, Consumer Complaints (RG165), Debt Collection Guidelines, Fair Insurance code (NZ) and the Life Code of Practice (AU)
• Completed Face to Face training across the business around key compliance learnings, receiving 100% satisfaction from employees