CRAIG MOFFAT
Auckland,AUK
Summary
Experienced executive with 20+ years of driving organisational change and innovation in the financial services industry. Proven track record of leading complex transformations, cultivating high-performance cultures, and consistently delivering exceptional results. Deep expertise in strategy, performance management, customer experience enhancement, and digital transformation. Skilled at crafting and executing effective strategies to fuel business growth, optimise operational efficiency, and foster cultural change.
Overview
21
21
years of professional experience
Work History
General Manager Retail Strategy
BANKWEST – CBA GROUP
07.2022 - 07.2024
- Led strategic transformation of the Personal Banking Division, driving digital innovation and operational excellence across a diverse portfolio of Business Units.
- Managed 1,000+ employees in business-as-usual operations whilst leading 300+ FTE cross-functional project team to execute Bankwest's largest change programme in its 139-year history.
- Orchestrated Bankwest's pivotal shift from a Regional Banking model to a focused digital bank in the Australian market.
- Implemented a strategic branch exit plan, closing >80 sites while reinvesting $100M into digital services whilst maintaining strong government, community, customer & colleague engagement.
- Leading highly diverse team of professionals i.e. Technology, Risk, Agile, Sales, Service etc. Fostering high performance work environment and high employee engagement.
Consultant / Advisor
JOLLY ADVISORY LIMITED
07.2021 - 07.2022
- Provided strategic consulting and advisory support on various projects in the financial services sector:
- Peninsula Capital NZ Limited: Developed a comprehensive NZ Business broking market study.
- Inside Recruitment Limited: Delivered an Executive talent market study focused on Financial Services.
- PWC NZ: Provided guidance for the development of a RFP to deliver a NZ Salesforce implementation programme.
General Manager, COVID-19 Management
BANK OF NEW ZEALAND
04.2020 - 05.2021
- Managed the bank's response to the pandemic, transforming customer support and data insight capabilities.
- Developed innovative customer data insight models to detect income and behavioural changes, informing critical strategic decisions at Board, CEO, and Executive levels.
- Established new teams and support packages, transforming the bank's approach to proactive customer management during a crisis.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
GM Sustainability & Community Finance
BANK OF NEW ZEALAND
01.2019 - 04.2020
- Led the development and implementation of the bank's sustainability strategy and community finance initiatives.
- Developed and delivered the inaugural ESG strategy, including a transformative commitment to 50% carbon footprint reduction by 2025.
- Implemented a five-year strategy to disrupt the predatory lending market, transforming BNZ's approach to community finance.
GM Relationship Excellence & Community Finance
BANK OF NEW ZEALAND
04.2016 - 01.2019
- Transformed BNZ's retail sales management model and led responses to industry-wide reviews.
- Led BNZ's transformative response to the Australian Royal Commission into misconduct in the banking & financial services industry.
- Fostered a positive work environment to improve team morale and productivity levels.
- Implemented BNZ's strategy in response to the Sedgwick Review recommendations across all divisions, transforming sales practices.
General Manager Consumer
LATITUDE FINANCIAL SERVICES (FORMERLY GE CAPITAL)
05.2014 - 04.2016
- Led the Consumer lending division through a significant transition period.
- Steered the New Zealand consumer business through the sale process and transformation to Latitude Financial Services.
- Transformed GE's Personal Loans Salesforce platform, achieving 150% volume growth in 12 months.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations with key business partners i.e. Woolworth's, Harvey Norman, The Warehouse Group etc.
General Manager, Auckland & North and Specialist Distribution
ANZ BANKING GROUP
03.2011 - 02.2014
- Led large-scale transformation of sales and service networks, managing 1,000+ FTE across 110 sites and 200+ Business Development specialists.
- Led the divisions complex transition of the the National Bank across to the ANZ Brand including a complete technology re-platform.
- Transformed market share in key areas, significantly increasing mortgage registrations and consumer broker share.
- Improved customer engagement rates through proactive problem-solving and efficient complaint resolution.
- Managed the Division through the Global Financial Crisis
General Manager, Specialist Distribution
ANZ BANKING GROUP
10.2007 - 03.2011
General Manager, Business Transformation
ANZ BANKING GROUP
11.2006 - 10.2007
Chief Operating Officer
ANZ BANKING GROUP
12.2003 - 10.2006
Skills
- Transformational Leadership
- Strategic Change Management
- Operational, Technology & Digital Transformation
- P&L Management
- Partnership development and management
- Customer Experience Innovation
- Performance delivery including driving growth
- Risk Management & Compliance
- Stakeholder Engagement (Internal & External)
- Complex Problem Solving
Board positions
• Board Member, Bankwest Curtin University Economic Centre (July 2022 - Present)
• Board Member, BNZ Investments (2016 – Present)
• Board Member, Bike New Zealand (2011 – 2014)
• Chair, ANZ Foundation (2009 - 2014)
Personal Development & Education
- CBA Executive Leading Tomorrow Programme
- BNZ Executive Leadership Programme
- ANZ Executive Strategic Management Programme
- Various professional development courses in Project Management, Performance Management, Strategic Management of Change, and High-Performance Coaching
Timeline
General Manager Retail Strategy
BANKWEST – CBA GROUP
07.2022 - 07.2024
Consultant / Advisor
JOLLY ADVISORY LIMITED
07.2021 - 07.2022
General Manager, COVID-19 Management
BANK OF NEW ZEALAND
04.2020 - 05.2021
GM Sustainability & Community Finance
BANK OF NEW ZEALAND
01.2019 - 04.2020
GM Relationship Excellence & Community Finance
BANK OF NEW ZEALAND
04.2016 - 01.2019
General Manager Consumer
LATITUDE FINANCIAL SERVICES (FORMERLY GE CAPITAL)
05.2014 - 04.2016
General Manager, Auckland & North and Specialist Distribution
ANZ BANKING GROUP
03.2011 - 02.2014
General Manager, Specialist Distribution
ANZ BANKING GROUP
10.2007 - 03.2011
General Manager, Business Transformation
ANZ BANKING GROUP
11.2006 - 10.2007
Chief Operating Officer
ANZ BANKING GROUP
12.2003 - 10.2006
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